Spin247 Casino - Player's account closed after withdrawal request.

I made a withdrawal on the early 4 April 2024. But later I received email saying my account was closed, I then emailed then asking what is happening why was my account closed while I just made a withdrawal, I did not request to close my account. Then they replied with this message :

Dear Sanele,

I hope this message finds you well. 

The account closure is a result of a routine review conducted by our security team. It is important to emphasize that such reviews are conducted periodically on all accounts to ensure the integrity and security of our platform. Our security team will review all of the information available on an account before taking a decision of this nature, for example game play, stakes, deposit patterns and identification received. 

Please be assured that any decision to close an account is not taken lightly, and it is made with the utmost care and consideration. Our primary goal is to provide a safe and enjoyable experience for all users while upholding the integrity of our platform. Unfortunately, in this particular case, the decision to close your account is final and cannot be reversed.

Please refer to section 8.2, 8.4, 9, and 12 of our terms and conditions for possible reasons that may lead to an account closure.  

We trust we have answered your query satisfactorily, however, should you require any further assistance please do not hesitate to contact us where we will endeavour to assist you further. Our Contact Centre team is available through our Contact form on the website.

Kind regards,

Andrei F

After that I never heard from them.

So I want you to please help me get my winnings

Dear Sanelehh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise if you passed the verification?
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Have you made any successful withdrawals before?  No.. This is my first time withdrawals.

Could you please advise if you passed the verification? Yes.. I passed the verification.

Did you accumulate your winnings with or without an active bonus? I won without using a bonus.

Dear Sanelehh,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Spin247 Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Spin247 Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.