The player from South Africa had lodged a complaint about an unusually long withdrawal process despite the casino's claim of a 1-4 day withdrawal period. The player had also declared a misleading wagering requirement brought up by the casino and believed that the casino was intentionally delaying the payment. This had marked the seventh day of the process. The player's account was subsequently closed by the casino, which had cited inconsistencies in the documents provided by the player as the reason for closure. The casino had justified its actions by referring to its terms and conditions, which allowed it to close accounts and void withdrawals in case of suspected fraudulent activity. The player had disputed the casino's claims and asked why his account had not been closed earlier if he had violated any terms. We had requested evidence of the player's alleged violations from the casino. Due to the player's non-responsiveness and lack of clarification, we agreed with the casino's assessment that the player had not successfully completed the KYC and AML checks, leading to the rejection of the complaint.
Spin247 Casino - Player is complaining about delayed withdrawal and misleading wagering requirements.
Amount: R16,000
Spin247 Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
This casino claims that there withdrawal period is 1 to 4 days in total. I initially submitted my withdrawal from the casino on the 8th of Nov 2023. 4 days later on the 12th of Nov all 4 of my withdrawals were suddenly cancelled. I at the same time received an email stating that my wager was incomplete and I still had a R900 play through balance before my withdrawals can be actioned. I find this extremely strange as I for a fact exceeded my wager by twice the amount, however I logged in and completed the questionable wager as instructed. I then once again submitted my withdrawals on the same day and another 2 days later the status updated to "in progress" but seems to still be stuck on the same status. I find this entire chain of events directly related to the casino intentionally delaying customer withdrawals for some reason. The stated 1 to 4 days is false as im now on day 7 and still waiting. When sending an email to their support team the only response received is "Your withdrawal will be handled by the payments team as soon as possible". I find this extremely frustrating and unprofessional with questionable intentional pay out delays.
Once my withdrawal is available in my bank account I might consider removing this complaint but until such time I can only suggest that potential new players and this casino should rather be cautious before spending any money.
Dear Jacques.vanzyl3zts,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
It has now been 2 weeks and still no progress has been made. This morning when I tried to login duddenly my account has been closed. It seems that when players start posting conplaints then the casino intentionally closes their profiles and accounts in order not to pay them. Am I correct in saying that the casino just scammed me out of my R14000 withdrawal?
I have received an email from the casino stating that closing my account is infact what happened but no comments or feedback on my pending withdrawal. They are completely avoiding the subject and issue of my withdrawal. It seems that they intentionally closed my account because I was demanding my withdrawal.
I have sent several more emails requesting am answer about my withdrawal but I have not received any response back whatsoever.
After another 7 emails still no resonse. This casino is a scam. Everyone should avoid it and im taking this to social media.
Thank you very much, Jacques.vanzyl3zts, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Spin247 Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
Hello Jacques.vanzyl3zts,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know Spin247 Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.
We would like to invite Spin247 Casino to join the conversation.
Dear Spin247 Casino,
Can you please provide more information on why was the player's withdrawal still not paid and the account closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Thank you for your post.
We would like to reassure you that, contrary to your view about our reluctance to pay out, we are happy for our players to be successful and, once our security procedures have been satisfied, we are pleased to be able to make payments.
Upon reviewing your account we can see that you had requested three withdrawals of R14000 on 13/11/2023, and at the time of your request we then asked you for additional information regarding your mobile phone bill.
We have various flags and triggers for customer activity requiring us to request customer additional information due to the activities and deposits made to your Spin247 account using your mobile phone.
Because of our licence we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods. We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or credit card providers.
On review of the information which was received from you and applied to your account we identified some inconsistences with the document you provided which raised concerns regarding the legitimacy of the documents, and as such the decision has been made to close your accounts and void your withdrawals.
The possibility of this happening is detailed in the following terms and conditions:
Section 5: Deposits
1. You may make a deposit by credit card or debit card. Card deposits are charged from the customer card directly on deposit. In addition, we may offer you a facility to top-up your Account by applying a charge to your mobile phone bill or mobile phone pre-pay account. We reserve the right to withdraw or limit any payment facility at any time and without notice. You may not use this facility if doing so is in breach of the terms of your mobile network operator agreement. If we are advised by your mobile network operator of your non-payment or misuse of this facility, or if payment is withheld by your operator or we reasonably suspect your non-payment or misuse of this facility, we may ask you to provide evidence of payment to your network operator and, if you have not been able to provide this for a period of 12 months or more, we reserve the right to close your Account. You will lose any amounts deposited and will not be entitled to withdraw any amounts in your Account if your Account is suspended in these circumstances.
2. We may at any time offset any positive balance in your Cashable Credit Account against any amounts owed by you to us including, but not limited to, any fraudulent chargebacks and any bad debts related to your non-payment of your mobile phone bill.
Section 8: Withdrawals
2. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of "suspicious activity" (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.
Section 9: Closing and Suspending Accounts
Our Rights to Close and Suspend Your Account
1. We reserve the right to close or suspend an Account in any of the following circumstances:
11. Where we have requested additional information relating to identification or proof of payment of a phone bill and the Player has failed to provide such information
13. Where we are legally obliged to do so; and/or
14. Where we reasonably suspect "suspicious activity" (see Section 12 below).
Section12: Suspicious Activity
3. For the purpose of this Section 12, "suspicious activity" shall refer to where we have reasonable grounds to believe that you have placed a bet or a number of bets in suspicious circumstances or in contravention of these Terms and Conditions. Suspicious circumstances include but are not limited to:
3. where we have reason to believe that you are misusing the mobile billing facility, including without limitation where you deposit funds via phone bill and subsequently do not pay your phone bill;
5. where there is a disproportionate frequency and/or unusual pattern of deposits in your Account.
4. In the case of any suspicious activity, we may, at our sole discretion, depending on the situation:
1. request reasonable further information from you to investigate whether the bet(s) constitute(s) suspicious betting;
2. suspend your Account and withhold payment of any withdrawals until we have receipt of satisfactory evidence (in our reasonable opinion) from you for us to determine that the deposits are in your name, that play is not fraudulent or any other purpose connected to our concerns of "suspicious activity". For example, but without limitation, where we suspect that you have deposited funds via a mobile phone account which is not in your name or you are in default of settlement of your mobile phone bill, we may ask you to provide reasonable evidence that the mobile phone account is yours and that you have settled the mobile phone bill that you used to deposit funds before you can withdraw any winnings;
4. void or refuse all or any part of any bet, suspend your Account or withhold payment of any amounts (or any parts thereof), for a period of time that may reasonably be required (for example, pending any investigations by our Internal Security Team, a gambling regulator, a law enforcement authority or any other third party with jurisdiction).
While we understand that this may not be the response you had anticipated, we do hope that our explanation on arriving at this decision is clear. On this occasion regrettably there would not be an alternate resolution we can offer.
First of all none of the above "copy and paste" response relates to me and basically states that they are entitled to cancel withdrawals as they please. Amazing how this casino attempts to find any excuse not to pay players their winnings. I will advise anyone considering playing at this casino to avoid the disappointment of not receiving their withdrawals due to a strategic planned excuse from this casino to do everything in their power not to pay players their winnings.
Initially when I requested an update on my withdrawal I was advised that all withdrawals are experiencing a delay.
After 2 weeks I was still told the same excuse. Then suddenly my profile got deleted by the casino and now their excuse is basically a copy of their terms and conditions. The chain of events does not resemble trustworthiness, truth or honesty from the casino. If I was in violation of any of their terms and conditions then why wasnt my profile closed prior to my withdrawal while I was spending money? Only once I submitted a withdrawal my profile suddenly violated their terms and conditions.
Dear Jacques.vanzyl3zts,
I understand your concerns regarding the lack of prior notification about potential violations of the casino's terms before your withdrawal, but it's essential to highlight that the discovery of any breaches typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request. KYC and AML are industry-standard procedures and none of the licensed casinos take KYC or AML lightly. I will request the casino team to provide us with evidence of any potential violations.
Dear Spin247 Casino,
Kindly share any substantiated evidence of player violations with me at michal.k@casino.guru so that we can fairly assess and address this complaint.
Dear Jacques.vanzyl3zts,
What payment methods did you use for deposits to your Spin247 Casino account? Had anyone else, apart from you, access to your casino account by any chance?
Dear Jacques.vanzyl3zts,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Dear Jacques.vanzyl3zts,
In light of your non-responsive stance and lack of clarification in addressing our inquiries, we concur with the Spin247 Casino team's assessment that you have not successfully completed the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks for legitimate reasons. Given these circumstances, we regret to inform you that we are unable to pursue further investigation, leading us to reject this complaint on the grounds of being unjustified.
The player can reopen this complaint at any time.
