Spin247 Casino - Player’s account closed without clear reasoning.

I have made a withdrawal of R2000 and it was canceled, they said they require me to submit the itemized bill which I didn't even know what it was at first,

then I asked the customer support on how can I acquire that and they told me that i can get it by contacting my network provider and then I did that and then submitted it

and then after some time I contacted the customer support to notify them that I have submitted the itemized bill and the person who was assisting me by that time told that they received the itemized bill and he/she has forwarded the itemized bill to the payments team

and told me that i should wait until they receive a response from the payment team so that i could receive my winnings.

It was on the 03.01.2024

Then I waited a day.

On the 04.01.2024 I contacted the customer support requesting an update with the withdrawal because the games weren't opening also

And then they told me that they haven't received any updates from the payment team yet, and told me the very same thing as yesterday, as if they're copying the same message from yesterday.

Then I waited another day and then today on the 05.01.2024 I reached out to the customer support again and asked information about my query and then the same copied answers again as if I'm talking to a machine,

Then after 30 minutes or an hour I received an email saying that my account has been closed.

Then after 5 to 10 minutes again I received an email from the customer support saying as follows :

Dear Koketso,

Thank you for your patience!

We are sorry to inform you that your account has been closed and balance was voided.

This is from a recent review from our security team that is undertaken on all accounts at some point during the lifetime of the account. 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. Any decision made regarding the removal of an account is not taken lightly and, unfortunately, will not be reversed.

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 every day via Live Chat, that you can access through our website.

Kind regards,

Mihai C

So what i do not understand is why my account was closed and also what does they mean when saying my balance is voided?

Was the account closed because I kept on requesting an update every day?

Also I will lose the money that I won?

This is really not fair at all.

I just hope that you will resolve this issue, as I was referred by someone online about this website saying that you might be able to help me.

Thanks regards.

Dear Kokeletso21,

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? Have you provided any other documents to verify your identity?

Have you accumulated 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.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I have made successful withdrawals before.

I have submitted verification documents and I was fully verified.

I have accumulated my winnings without a bonus.

I never took screenshots as I didn't know if it would end up being here.

I replied to their email asking them what was happening and I received a response from the customer support, the email written as follows :

Dear Koketso,

Thank you for your reply.

We understand your concerns and frustration regarding the decision made in relation to your account.

After conducting a thorough review of your account, our team carefully examined all the provided documents and information available on your account such as game play, stakes, deposit patterns.

Upon our review, the decision to close your account was based on the information we have on file and the outcome of our verification process and it will not be reversed.

While we understand that this may not be the response you had anticipated, please be assured that any decision to close an account is not taken lightly, and it is made with the utmost care and consideration.

On this occasion regrettably there would not be an alternate resolution we can offer.

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 every day via Live Chat, that you can access through our website.

Kind regards,

Mihai C

So I don't even understand what they're trying to say.

Thank you very much, Kokeletso21, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay il be waiting.

Thanks in advance.

Hello Kokeletso21,

I am so sorry to hear your withdrawal hasn't reached you yet and your account got closed. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Spin247 Casino representative to join this conversation and participate in resolving this complaint.

Dear Spin247 Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Kokeletso21,

Thank you for your post.

We are sorry to hear you are unhappy with our decision to close your account and void your withdrawal.

In our effort to ensure the smooth processing of withdrawal requests, we have identified a necessary step in the clearance of mobile telephone deposits made on your behalf by the network provider. Before we could have proceeded with the processing of any withdrawals, we must have confirmed the clearance of these deposits.

On November 7th, an email was dispatched to the address registered on your account, requesting an itemized bill for the months of August till November 2023. This bill should comprehensively display all deposits made to us during that period. We have acknowledged receipt of a phone bill on January 3rd, covering the period for October 31st only. Regrettably, we were unable to accept it as it didn't encompass all the requisite information.

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.

Kind regards,

Spin247 Casino

Dear Spin247,

Thank you for your response and the information provided.

Hello Kokeletso21,

Could you clarify what was the total amount you deposited to the casino using your phone?

Could you also provide me with the bill for the months of August till November 2023?

Thank you very much in advance for providing the information.

The total amount deposit on the 31 October was R1 470

My network provider can only offer itemized bill for 3 months only.

So I requested/or been able to request an itemized bill on the 01 November because at first I didn't know what it was and how to get/find it, then I successfully requested it on November.

Then after that i was unable to check my emails and stuff as (Due to my construction work) i relocated to a place where there was no electricity and also network was a problem.

So I only been able to check it during December times and it was a busy time also, so I could not submit it and only submitted it at January.

To cut it short, since I've been able to request the itemized bill on November, they sent the bill from September, October and November which is (3 months)

So on the bill, it only shows October bills, because from August and September I was using a different number.

So when I submitted the Itemized bill I contacted the customer support and sent it to them and the person who was assisting me asked me for the bill from August till November

and I explained to him/her that the bills I made with this number is only for October.

I was using a different number and then I lost the phone (with the simcard inside) then I couldn't do a simswap due to my work (we're mostly working at the deserts)

and then I decided to open another Spin247 account then that's when spin247 closed my new account and told me that i cannot open/have 2 accounts and I explained to them that I opened this other account because I lost contact of the old number and could not logg into the email also,

That's when they advised that I should register the new number and email to that old account,

Then I asked them to assist me with that and they did assist me with changing the details,

so with this number I only did October bills only...

The August and September bills are from that old number before i lost the phone.

I was trying to upload the PDF but it doesn't give me the option...

I will forward it to your email just now.

I have sent the itemized bill to your email.

Dear Spin247,

Could you clarify what is the issue with the player's bank statement? Do I understand the situation correctly that the deposit was not collected by the casino?

I'll be awaiting your response.

Dear Stefan,

On review of the information which was received from the player and as mobile telephone deposits have not been cleared, the decision has been made to close the account and void the withdrawals.

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 the account is final and cannot be reversed.

Kind regards,

Spin247 Casino

Hello Kokeletso21,

I have reviewed the requested itemised bank statement and I haven't found a deposit of R1470. As the deposit was not collected by the casino, you were basically playing with the virtual funds. I am afraid there is nothing that can be done from our side unless you provide us with the proof of deposit.

I'll be awaiting your reply.

Hi I don't understand when you say you haven't found the R1 470 deposits because the itemized bill shows exactly the deposits made to spin247.

I also don't understand when you say unless I provide the proof of deposit because I just did that.

Hello Kokeletso21,

Do I understand the situation correctly that you have deposited 49 times R30 via phone?

I'll be awaiting your reply.

I made a mistake when calculating the money. I deposited 29 times R30 via phone.

Dear Spin247 Casino,

The player has provided us with proof that he has deposited R870 to his casino account. What amount was funded to the player's account as deposit?

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It looks like I'm being robbed here because they don't even want to reply

Casino please reply as I need my money.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (compliance@gaming-curacao.com or info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru