Spin247 Casino - Player’s withdrawal has been delayed.

Dear Tom,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino’s bonus offer and the only €10 free bonus I can see is the "Refer a Friend" one. Is this the bonus you received? I also checked the bonus T&Cs and I found that free bonuses have a maximum withdrawal limit of €80:

Do I understand correctly that you haven’t received any confirmation regarding successful verification yet?

Lastly, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

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

Best regards,

Kristina

Nein ich habe kein Freund geworben.

Der Bonus war.

Anmeldung und 10€ gratis bekommen.

Umsatzbedingung waren 45×

450€ Erfolgreiche erfüllt.

Danach.

Hatte ich 2000€

420€ wurden bei einer Auszahlung von 500€ Auszahlung

Abgezogen.

Und nur 80€ Ausgezahlt.

Ich habe eine Erfolgreiche Einzahlung im Casino getätigt.

Und weiter gespielt.

Nach meiner Einzahlung habe ich nochmal 3000 gewonnen.

Und diese zur Auszahlung beantragt.

Thank you very much Tom for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Tom,

I looked at your complaint and will do my best to help you. I would like to invite Spin247 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi Tom,

I will look into this for you and keep you updated with any progress!

Many thanks

Spin247

Wochen Später............heute. 12.05.2q

We would like to ask the 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’.

Hi Tom,

We apologies for the late reply. We wanted to ensure all information was correct before replying to you.

After looking into your playing history it seems you won 2356.63 euros via our welcome bonus before you deposited anything. As stated in our terms and conditions the maximum withdrawal you can make from our welcome bonus is 80 Euros hence why only 80 was paid out to you with your original request.

After this you made a deposit and carried on playing. However the way our system works (highlighted in our terms, Section 6 point 37) we stake the winnings you have from the bonus before using any of your cashable credit.

This means again you was playing with the amount gained from the welcome bonus not your own cashable amount, therefore you are unable to withdraw any winnings from this as it is still classes under the welcome bonus and applying the above mentioned term that the maximum withdrawal from a welcome bonus is 80

Euros.

Just for clarification you can withdraw any amount you have deposited, but you will be unable to withdraw anything you have won from the bonus as you have already reached the maximum withdrawal from this.

We hope this has helped and provided some clarity around the issue.

Please contact our support team if you have anymore questions.

Many thanks

Spin247

Ich habe noch nicht mal das genannte Guthaben.

Zum Spielen. In meinem Account.

Desweiteren.

Wurden mir von 500€ Auszahlung

420€ abgezogen

Und die 80€ Ausgezahlt

Rest Guthaben stand zur Auszahlung bereit.

Der Anbieter dürfte es garnicht

Anbieten, wenn es Bonus Guthaben ist.

Desweiteren stehen 4200€ in Auszahlung

Was ist mit der Differenz

Ich hoffe die casino Betreiber werden gebannt. Und werden mit meiner Einzahlung glücklich

Dear Casino,

I would like to ask you for detailed evidence which can confirm your claims, please send it to my email address: viliam.v@casino.guru.

https://www.spin247.com/de-de/support/terms-and-conditions/

So wie der Support es beschrieben hat. Steht es nicht in denn AGB

Mein bonusguthaben muss ich umsetzen.

Danach ist er auszahl bar.

Bonusguthaben kann nicht ausgezahlt werden.

Laut Transaktion historie habe ich mehr gewonnen und in Auszahlungen Status Austehend

Das kann ich beweisen.

Erst nach der 80€ Auszahlung hat man

Um meine Dokumente gebeten für die restliche Auszahlung.

Dem bin ich nach gekommen.

Und ich finde ein casino kann sich nicht hinstellen.

Denn Kunden auch einzahlen lasse .

Und ihm dann sein Gewinn nicht aus zahlen.

Ihm dann sagen. Es sei nur Spiel Geld. 80€ Hat er ja bekommen

Denn Rest nach seiner Einzahlung und Gewinn bekommt er nicht.

Ich bin mit einem Vergleich einverstanden

Ich bekomme 3000€ und Denn Rest kann as casino behalten.

Hi Tom,

We have checked the game logs and please find the details below:

We can confirm you won 2356.63 euros from the register bonus given on 2021-04-02.2021-04-02 16:53:59 +00:00 UTC     Amount: 10.00. Bonus: Register. Bonus scheme: Welcome Register. Wagering has been cleared so the 2356.63 euros in bonus amount is transferred to cashable to allow withdrawals.

Player has 2356.63 cashable credit in his account before he made his first deposit, he is not eligible for his winnings fully but a maximum €80 as stated in our terms and conditions.

After his first deposit on 2021-04-03 13:56:00 +00:00 UTC the player keeps playing the cashable credit won from the bonus and made several reversed withdrawals in order to withdrawal all the winnings.

However, all the withdrawals dated 2021-04-11 06:38:28 trail back to the register bonus and money won from this and not any deposited funds. In line with our Terms the maximum withdrawal from a bonus without depositing 80 euros is paid to the player on 2021-04-13 13:14:00 +00:00 UTC.

Therefore as mentioned above the player is unable to withdraw anymore than the maximum listed amount in our terms and conditions.

However just to reiterate the player is allowed to withdraw any funds they have deposited, just not any winnings from the bonus.

If needed we are happy to provide a detailed game log of this to the player as evidence.

Please let us know if you need anything else.

Many thanks

Spin247

Dear Tom,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.