Spin247 Casino - Player’s experiencing difficulties withdrawing his winnings.

Realice hace mas de una semana 3 retiradas de 100 euros cada de las cuales no se ha efectuado ninguna, ademas dice que tarda en llegar la transferencia entre 2 y 3 dias, entonces me estoy preocupando, ademas he leido que ha mas gente le ha pasado lo mismo.

Dear Jorge,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Jorge,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"I made 3 withdrawals of 100 euros each, I also sent them all the documentation they requested. But just when I finish sending the documentation, it won't let me access the website, telling me that there is obviously an error without the money having arrived in my account."

Thank you very much, Jorge, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Jorge,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spin247 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Spin247 Casino Team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment? Why his access to the website is blocked?

Thank you in advance for providing the information.

We would like to ask Spin247 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 will have a negative impact on the casino's rating.

Dear Jorge,

I am sorry I was not of more help, unfortunately, I have to inform you that warning from my colleague Petronela was justified. Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the email received from the casino, the complaint has been reopened.

"Dear Branislav and Jorge,

As our website and gaming services are no longer available in Spain, we are unable to process transactions in the region. We can confirm €20 deposit was successfully refunded to player's bank account on 2022-03-07

Many Thanks,

Spin247"

Dear Jorge,

Could you please confirm your deposit was refunded? According to the information from the casino's representative, the casino is not available in Spain anymore.

Jorge,

Have you received your refunded deposit? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Todavia no he recibido nada.

Did you check your payment method/bank account transaction history used in the casino, please? It has been approximately 1 month since the casino allegedly processed the refund.

No puedo acceder al casino. Pero en mi cuenta bancaria no a llegado nada

Thank you for the information.

Dear Spin247 Casino Team,

Could you please double-check the refund to the player on your side? Do you have a transaction ID? What payment details were used?

Yo no solicito el rembolso, solicito las retiradas que realice por apuestas ganadas, que ademas verifique mi cuenta y solicite el dinero antes de que dicho casino dejara de hacer transacciones en españa.

Hi Branislav, We can assure you that the refund of Jorge's deposit was completed on 07/03/2022. I have attached a screenshot for your information and confirmation of our action.

Lo que no solicito es el rebolso sino los 300 euros que me deben en retiradas.

Thank you all for your replies and updates.

Dear Spin247 Casino Team,

In case Spanish players were not allowed to play in the casino at the time Jorge registered there, it should have been enforced by the system/software and he should not have been allowed to sign up and play in the casino. If the player was allowed to play in the casino and won the winnings without breaching the casino's terms and conditions, the casino should be also able to pay him the full balance.

Is there any other reason the player's winnings were deducted from his balance, please?

Hi Branislav,

We can confirm that we will be processing the full withdrawal, minus the amount that was already refunded to the player on 07/03/2022 for their deposit.

Thank you very much, Spin247 Team, for the information and confirmation.

Dear Jorge,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you. I will keep this complaint open until your confirmation regarding the successful refund of the remaining funds or an update.

I would like to ask you to be patient and provide the casino with a few business days to process the payment.

Please let us know as soon as you receive the payment.

Perfecto, ire actualizando respuestas para teneros informados.

Dear Jorge,

Is there any update? Was your issue already resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

En estos momentos todavia no he recibido el dinero.

Hi Branislav,

In order for us to process the full withdrawal amount minus the amount that was already refunded to the player on 07/03/2022 for their deposit, they will need to provide us with the following details:

• Beneficiary Name
• Beneficiary Iban

Dear Spin247 Casino Team,

Are you able to competely process the payment, please? What is the estimated time frame for processing the payment?

Hi Branislav,

We can confirm that we will be able to completely process the payment, minus the amount that was already refunded to the player for their deposit. This will be done within 3 working days. Please be aware that once the funds have left our side, it is then out of our control at this point and it will be down to the relevant payment methods timescales on how long they will take to process the funds into the receivers account.

Acabo de recibir el dinero que me debia el casino, muchas gracias por vuestra ayuda, despues de tres meses consigo recibir lo que es mio, muchas gracias otra vez, si no es por vosotros no lo habria conseguido.

Great news!

Thank you, Jorge, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, too, Spin247 Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru