Spin247 Casino - Player’s struggling to complete KYC verification.

Hi this Melanie B***. I'm writing to you in regards to my money pending on spin247. Everything checked out accept they are now making exscuses of my identification card. Which has never happened before. They are trying to rip me off and I'm asking you since you are the license holder of this casino that is been since August 11th and yet no money . My identification card is valid and accepted worldwide . It was verified on this casino 2years ago , 3 months ago, and now there making excuses. They even went so far as to insult me and tell me that I should contact my local authorities and request a valid identification card cause mine doesn't match my birthday which is completely wrong rude ignorant and unethical. I am very shocked to how far this has gone and gas not yet been resolved furthermore customer service representatives there should learn how to talk to people with proper respect. I'm asking you to acknowledge my request of the winnings that are still pending and that I have been patiently waiting for your email. There is absolutely no reason whatsoever why this has not been regulated yet and why I am being treated like some insignificant human being . There is a global pandemic and people are trying to survive out here and I spent money on this casino and won fairly. I provided everything that was asked of me . I would like my money ASAP . Knowing I won that money and it could help me at a time like this made me feel alive again now I feel horrible, angry, depressed and broke . I hope your taking me seriously when I say that this is completely and utterly preposterous. I am hurt felt like I have been taken for a fool and I don't like when I feel like that especially when it's my money and will fight for what's rightfully mine . Thank you. Regards Melanie B***

Dear Sweets55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and your winnings?

It seems that some communication between you and the casino is missing. Would you be so kind and forward all the relevant communication to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes. No problem at all. I'm from Montreal Quebec Canada. They say my birthdate does not match or is wrong . The problem is it's in French and I'm from Quebec. Also they said they don't accept international cards my card is not international because I'm from Montreal Quebec Canada. I don't drive so no driving license and no passport cuz I have OCD so I'm afraid of flying I literally don't leave my house. Also not to plus this pandemic doesn't make my phobias any better agoraphobia, germaphobia , anxiety . they had already accepted It 2years ago and 3 months ago after they upgraded so it's very frustrating. They also said that it wasn't my birthday I guess they don't understand my ID I would gladly upload my identification card to you. Everything I have ok. Thank you so much for this.

I sent my identification cards to you to look at thank you very much I feel like crying actually I am crying cause I actually got a response from someone who actually cares . Thank you . Thank you very much it means alot to me. Thank you regards Melanie B***.

Thank you very much Sweets55 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Nick thank you for your help and thank you Kristina for your help as well . Did you receive my email with my identification cards yesterday? Thank you. Regards Melanie Beland

I just went to look at my account on spin247 I'm happy to say it's not pending anymore and it says processed. When It says processed that means its on the way . I'm going to give it a few days but because of you guys you made this happen . You guys knew I was being honest. I sent you guys my identification and you guys knew that I was in the right. Thank you for your help I really appreciate it. It means the world to me knowing that someone is out there that heard my voice. Thank you guys .

I'm still waiting. Not sure about this .I hope this goes well

Hello Sweets,

I'm Nikolas and I'll be assisting you from now on. As your KYC is currently pending I won't contact the casino yet and we will wait if there will be something happening within the next 7 days.

I asked them tonight as you can see my screen shot they said that it was processed 31/08/21 and I have another screenshot on my banking history saying it's processed.im not sure as it says but we will see . I'm sure you contacting was a big help I appreciate it very much 😊

Glad to hear that, will set back the timer to you for 7 days so if within this time the payment would arrive, please let me know.

Good morning Nick. Yes I definitely will let you know .I'm not leaving this site until I do . I would be really disappointed and hurt if they were just toying with me. I'm definitely going to keep you posted and again I really appreciate what you guys are doing for me . Thank you.

Hi Nick I got in touch with us spin247 casino and I also got in touch with gigadat . They told me that they see no withdrawals being processed on their end but yet I spin247 it said it was processed as I sent you some screenshots and I asked them exactly how they processed it because it says unionpay I don't know what kind of withdrawal method that is they said it's an interac e-transfer method but I'm not sure if I'm asking you also they said it was going to take one to three business days on interact side I don't know if that's true like I said I got in touch with gigadat and still yet like there's nothing they've seen so I'm not sure what to do considering it's a long weekend and they made me very aware of that but I know that I got an email from hooyo August 31st stating that all myself was okay and that they completed the process and they sent the results to spin247 and to contact them so I did and they said they had processed it on the 31st this is the third business day and weekends and holidays obviously don't count so I'll be waiting till Tuesday I don't know but I'm getting a little weary about this because I don't know what union pay is and if it's a form of interac e-transfer I mean I don't get it anyways please if you can respond to me that would be great let me know if you heard anything on your end thanks. Also because not to mention I'm really I'm in need of the money you know like the fact of the matter is I used my phone to play on the casino they wanted proof of my mobile phone bill which I gave it to them and you know how much headaches and hassles I had to go through I mean I won that money thinking that I was going to take that money and pay my phone bill on meanwhile they wanted the phone bill first so you know I had to borrow money in order for me to pay the phone bill so that way they can see that it was paid so not only did I owe people money and I still do and that you know right now I'm having a hard time you know with my finances because of this and this is ridiculous I mean to giving me the runaround and I'm really tired of it so I don't know I'm I'm just I'm really fed up and I'm at my Wit's end I did everything there's my ID went through on who hooyo's end and then practically all my identification went through so you are my documents so now I'm just waiting for them to send me my money that's pretty much the only only thing I'm waiting for now so please if you can get back to me as soon as possible if you know anything that would be extremely much appreciated thank you. Regards Melanie B*****

Dear Sweets55,

Please note that there is almost impossible chance for the payment to arrive in 3 days. We always recommend for every player to wait at least 2 weeks for the payments to arrive. The time indicators in casino are mostly showing the time to "process" the payment - it still has to be sent from the casino's bank account to the player's bank account and it may take even longer depending on the country of residence. Please be patient in this case and wait at least 14 days.

Hi Nick thank you for reaching out to me. I am aware how long these things take . It just frustrates me considering I've played with them for 2 years and had to for through this whole ordeal it just makes me upset . There is a global pandemic and alot of people are suffering in this world and as a humanitarian it gets gets mad that there are alot of people that don't care and are very selfish. This identification verification was disturbing because the whole time they thought it was international and not to mention the rude comments I received from one of there agents stating I should contact my local authorities and have them send me one that give me the right date of birth . Omg how insulting and degrading like I don't know my own age . It's sad they didn't take the time out to realize that I am from Montreal Quebec Canada born and raised . I know my indentification card and my date of birth. The did care to listen or acknowledge what I was saying they weren't like that before. Anyways I want to thank you for your help and support. It's feel good to know that there are good people like you and your associates that want to help people from people getting scammed , frauded or being lied to . It truly makes me feel good thank you 😊 very much. Regards Melanie B*****

I'm glad that we can help if it is possible, even if sometimes it's not possible. I will now still extend the complaint and set the timer to the player until she receives her payment. Please let us know if it would happend so we can close the complaint. Looking forward to your answer.

I will let you know as soon as it happens thank you very much. Regards Melanie B*****

Gaming Curacao got in touch with me today and they emailed me they said that dear Melanie your withdrawal should have been processed can you confirm. And my response was obviously no I haven't receive my withdrawal I haven't received anything nothing not at all not one then they told me it was processed so so they sent me another email back saying that they're going to look into it and get back to me. I mean it's been a little too long I'm still getting emails and like text messages from from hooyo to validate my ID when it says my my payments been processed like why are they still sending me text messages and emails like that's so aggravating not to mention like I don't know but they have a payment method called done unionpay is that a method of e-transfer?

Cuz that's how I deposit and withdraw I never use union pay before anyways if you can help me out with that situation I don't know if what that is but anyways like I said I'm thank you for keeping the complaint open. I really appreciate that and I will notify you as soon as I get any feedback anything at all okay thank you once again

Dear Sweets55,

As I mentioned before in one of my previous post, it takes longer time for the money to arrive so it is most likely processed and it just needs to arrive to your account. I would really recommend to wait a few more days - till the end of next week for example. If it woun't arrive until then, we would make some steps in that case.

Okay . I'll take your advice and I will do that . I appreciate you helping me out with this so yes I will I'm do that and then at the end of the week if nothing happens then yes thank you I appreciate it. It's just that it seems so weird you know because they said that it was processed and process on the 31st of August and I don't know it just seems very strange but I will listen to you and because I'm sure you know what you're talkin about you've done this way more times than I have so I will listen and I'll wait till the end of the week and I'll let you do the work from there sounds good? I really do appreciate it because like like I said before it's hard to know that you know I want that money it's mine and you know right now I'm struggling and I could really use the money and I really do appreciate the help and getting from you guys means a lot to me thank you. Regards Melanie B*****

Hi Nick I'm not sure of you got my response but i sent you a message stating that I will listen to you and wait till the end of the week tomorrow is friday and I still haven't gotten anything yet. So I guess till tomorrow. Thank you for your help again to kind. Regards Melanie B*****

Hello Sweets55,

In my previous post I mentioned till the end of the next week (so this week currently) - as it can take up to 2 weeks. Seems like a long waiting time but I hope it will arrive during this week.

Hello Sweets55,

Congratulations on your win! We can confirm your withdrawal was paid. We would advise checking your bank statement between 10-12th September. If you are still unable to find please find the below the Interac Reference Number: CAwvvcG.

You should be able provide this to your bank and they will be able to locate the payment for you.

Many thanks

Spin247

Dear Sweets55,

Could you please confirm that the money arrived? Please note that if we won't get any respond from you within the next 7 days, we will be forced to reject the complaint.

Yes it did . Sorry for the late response I lost my cat . He passed away a week ago and I haven't been the same . I want to thank you for your help and support. Thanks to you guys I received my money . I appreciate it very much. You guys are the best. Thank you. Regards Melanie B*****.

Dear Sweets55,

Thank you very much for letting us know that the money has arrived and I'm really sorry for your loss.

We will be now closing the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to help you.

Best regards,

Nick

Casino.guru