The player from South Africa, who had previously passed KYC verification, had requested a withdrawal from his non-bonus winnings. He had contacted the casino's support multiple times over a month but was continually informed about delays. The casino later requested proof of deposits made in the past three months. However, the player had faced difficulties providing this proof as his deposits were made through a prepaid mobile plan, and his service provider couldn't provide the necessary statements. Despite his efforts to resolve the issue, the player was informed by the casino that he wouldn't be able to withdraw without proof of payment. Consequently, the player had asked the casino to deactivate his account and decided to close his complaint. We regretted that we couldn't assist further in resolving the issue.
Spin247 Casino - Player's withdrawal has been delayed.
Amount: R200
Spin247 Casino
Safety Index:Above averageOther
REJECTED
Case summary
i had a number withrawals in the past with no problem until now when i made a withrawal on the 13th november till today on the 19th december(5 weeks) i did not recieve my winnings...when contact their live chat the consultant repeat a copy & paste saying ''they are having delays and i must rest assured i will recieve my funds''
Dear kgadisomo,
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.
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support regarding the issue with your withdrawal?
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,
Veronika
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 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
>Yes my account passed the KYC verification
>my winnings was not from a bonus...but from my deposit
>I last contacted their live chat support 5 days ago and was my fourth time with the same answer
now that i lodged a complain with Casino Guru....Spin247 Casino had sent me the (attached email)
to say that i must upload proof of deposit for october november and december...if the Casino really needed the documents they should have told me 5weeks ago on their live chat support
Thank you for the update. Could you please confirm if you sent the requested documents to the casino? Have they been approved yet?
For the past 3 month they're referring I deposited using their phone bill method payment....so I call my service provider:
customercare@vodacom.co.za
+2782 135
Their response was that they don't/never offer kind of request as I'm on prepaid plan....but only offer this request to their contact plan customers...the consultant and her manager said they can email me only 1month wich cannot help as I never made a deposit in a month
I then went on The Casino's live chat give them this feedback...the Spin247 Casino consultant insisted that my my service provider does give statement for prepaid customers
"It's unfortunate that I did not deposit using my bank this time"
Before we move forward with the investigation, please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.
Thank you for your email. Have you tried getting in touch with your mobile network provider via live chat as suggested by the casino support team? Or did you contact them by email? Can you please forward your communication with your mobile network provider to me for further assistance? Please send it to my email address, veronika.l@casino.guru.
Well i contacted my mobile network again just now and the different agent told me that it's possible for me to get those statement but at their walk in centers...so first thing in the morning I'll go to their nearest offices
Thank you for the update. Please let me know if you receive the necessary documents from their office center.
it turns out to be that the second telephone agent let me astray
the mobile network does not offer statements for their prepaid customer at all
even the branch manager was called.....this is sickening
i then asked for the attached document
well after a loong day going back and forth with my mobile network wall in center and the casino live chat support....the casino told me that i cannot withdraw even in the future if i dnt produce the prove of payment
i then asked the casino to deactivate my account with them....this case can be closed "thanx for your time and help"
I apologize that the casino was unable to assist you in resolving your case.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
