Spin247 Casino - Player’s withdrawal is seriously delayed.

I selected a withdrawal on Sunday 3 December 2023 (R4950) and a 2nd withdrawal on Monday 4 December 2023 (R1350). I never got the payments, I queried this via Online chat and email 6 times over the December period and got the same response from Support that there is a problem with payments and that their support teams are working on the issue and no other information is available.

I queried again at the beginning of January 2024, and was advised via email that the payments team do not work in December and will only attend to the issue on 8 January 2024. Vastly conflicting responses.

I have provided all necessary documentation (Identity documentation, Proof of address, etc) and passed security checks. I have played on this casino before and won money for which Spin 247 has paid Me into my bank account on 2 occasions.

I did not select any bonus on any occasion to play with.

Please assist.

Dear MerlinZa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

Do I understand correctly that the withdrawal is still pending inside your account without being processed?

----YES, correct

Have you been advised why you can’t withdraw your winnings?

--- Something to do with the casino payments system, support staff throughout December advised that their payments team is working on resolving the issue, and in January 2024 support staff advised that their payments team do not work over December/Festive period, Why not say this from the onset , Why lie?

Is it an internal casino system issue, or it’s related to your account only?

----- Internal Casino issue affecting apparently myself and other players

Were your winnings accumulated with or without an active bonus?

---- No bonus selected

Thank you very much, MerlinZa, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear MerlinZa,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Spin247 Casino representative to join this conversation.

Dear Spin247 Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Dear MerlinZa,

We hope this message finds you well. We regret to learn about the challenges you're experiencing with your withdrawal request, and we sincerely apologize for any inconvenience this may have caused.

As mobile telephone deposits were made on your behalf by the network provider, we do needed to ensure these deposits have been cleared before we can move forward with processing any withdrawals.

On January 8th, an email was sent to the e-mail address registered on your account, requesting an itemized bill for the months of November and December 2023. This bill should comprehensively display all deposits made to us during that period. We have acknowledged receipt of a phone bill covering the period from December 31st to January 6th. Regrettably, we are unable to accept it as it does not encompass all the requisite information.

When the pending withdrawals were cancelled to request new identification, the funds were re-credited to your cashable credit balance. From reviewing your game records, it does appear you have since played through these funds, unfortunately.

We regret to inform you that there are currently no funds on your account to withdraw at this time. Rest assured, once there are funds accumulated on your account and outstanding identification is provided you will be able to withdraw.

We appreciate your understanding in this matter and remain at your disposal for any further assistance you may require.

Kind regards,

Spin247 Casino

Dear MerlinZa,

According to the casino's response, it seems that you may have played through your balance. However, I want to confirm whether this statement is true or if there was a mistake on the casino's side. 

Could you please provide me with any evidence or information that could help me better understand the situation? I appreciate your cooperation and look forward to resolving this matter.

Thank you,

Mirka.

Dear MerlinZa,

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.