Spin247 Casino - Player's withdrawal is delayed.

Hi. I requested a withdrawal almost a month ago on the 18th November 2023 it is now the 11th December 2023 and I am STILL waiting! I am getting extremely frustrated and I am tired of waiting. When I contact their support team I get the same answer everytime! 'They are experiencing a delay and the payments team are working on it' This is not my first withdrawal either and it was the same story with my previous withdrawals.

Dear chevornecronje1, 

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.

How long did you have to wait for your previous withdrawals?

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

Hi.

Thank you very much for your response.

My previous withdrawals were done on the 19th October and received on 7th November.

Without an active bonus.

I spoke to their support team yesterday again just to receive the same response about the delay issue.

Many thanks

Thank you very much, chevornecronje1, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

They closed my account🙁

Hello, chevornecronje1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Chevornecronje1,

Thank you for your post.

Upon reviewing your account we can see that you had requested several withdrawals and additional information regarding your mobile phone bill was requested.

We have various flags and triggers for customer activity requiring us to request customer additional information due to the activities and deposits made to your Spin247 account using your mobile phone.

Because of our licence we have a responsibility to our regulators, as well as to other parts of the business community to ensure that our players are genuine, and that they are using legitimate payment methods. We take our regulatory responsibilities seriously and therefore we have in place a number of internal procedures and controls to help prevent any potential abuse of the gaming system. This includes being alert to the possibility that some players may unfortunately attempt to defraud their mobile phone or credit card providers.

As you have failed to provide proof of deposits made to us using your phone bill, the decision has been made to close your account and void your withdrawals in accordance with our Terms & Conditions to which you agreed when registering an account with us.

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

Thank you, Spin247 Casino!

chevornecronje1, can you state a reason behind not providing proof of deposits?

Dear chevornecronje1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.