The player's withdrawal is delayed for unknown reasons. The player managed to receive their withdrawal and the complaint is now resolved.
Spin247 Casino - The player's withdrawal is delayed.
Amount: €400
Spin247 Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello ... I got a bonus amount of 5 euros on October 3rd, 21st ... then I met the wagering requirement of over 4000 euros and won 400 euros ... I sent 3 messages via support and asked for my money but received no reaction from them ... I also tried to transfer 10 euros because I have not yet made a deposit, but it is always refused ... in the hope that I get my money ... I ask for help ... lg Tamara
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2 years ago
Dear Tamara,
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 your account has been fully verified in the past? Did you deposit based on the casino's request? When was the last time they was in touch with you?
Also please forward any relevant proof or communication between you and the casino to nikolas.b@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,
Nick
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2 years ago
Translation
Good morning .. I sent my ID as a document on October 5th, 21st ... but unfortunately you can't see in this casino whether it is confirmed ... I also tried to make a deposit as I wrote above, but it always was ajar ... yesterday I got a message from support that you need more information about the account ... only you don't have it 
I have not yet received an answer.
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2 years ago
Translation
the deposits failed for whatever reason .. 
and the withdrawals are pending
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2 years ago
Das habe ich heute bekommen..
Thank you for your email regarding your account.
We do sincerely apologise due to the current Covid 19 outbreak, we are currently working through a backlog of emails and are responding to all emails as quickly as possible.
Please be aware, the quickest way to contact us is via Live Support that you can access through the 'Support' menu.
To enable us to access your account and to assist you further, please confirm the following details for security:
Full name including surname
Mobile phone number
Date of birth
Full address & Area code/ ZIP code
Login username
Upon your reply we will have no hesitation in offering you further assistance via email. Alternatively, our Contact Centre team are available 24 hours a day via Live Chat, that you can access through the 'Support' menu.
Kind regards, Raluca I
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2 years ago
Translation
Hello ... checked my casino account today ... the casino simply canceled my 4 withdrawals and made 78 euros out of them ... unbelievable something ... 
that is the old state
and now it is
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2 years ago
Dear Tamara,
I've checked what might happend and I have found this in the casino's terms and conditions:
Based on this table, if you used a non-deposit bonus, the maximum you can win is limited to 80€ so everything above that is voided. The remaning difference between the 80€ and your approved withdrawal might be the processing fee of the payment.
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2 years ago
Hello again,
So just to sum it up - you took the non deposit bonus and when you won and finished the wagering you requested for withdrawals which were then rejected and you received 80€ back to your casino account, which now requires wagering again?
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2 years ago
Translation
Hello .... Spin247 Casino has now sent it ... then sent my bank details 4 times ...
Dear Tamara, Thank you for your email.
We can confirm that you are fully entitled to your winnings and we apologize for any inconvenience this may cause us to delay processing your withdrawal due to a pending issue with our payment service provider.
Upon further verification of your account, we can confirm that we can process your payouts via international bank transfer. Before we do this, our payments team needs some information to complete the withdrawal process. Could you please provide: Name of bank account holder (beneficiary) Address of bank account holder (beneficiary) Bank name Address of bank branch SWIFT- / BIC-CODE; IBAN Please note that no additional documents are required for your account and the information requested above is only intended to ensure that you receive your payouts.
Alternatively, we can process your payouts immediately via Bitcoin, a payment method widely used in Germany via Coinbase / Coinmama or similar applications, provided you provide your Bitcoin address. Upon your response, we will have no hesitation in providing further assistance via email.
Sorina C
Customer support
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2 years ago
Dear Tamara,
Thank you for all the additional information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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2 years ago
Hello Tamara!
From now on, I will take care of your complaint. I would like to invite representatives of Spin247 Casino into this complaint in order to help us resolve the issue.
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2 years ago
Hello Tamara,
I can confirm your payment has been processed today on 29/10/2021 via bank transfer.
Congratulations on your win.
Many thanks,
Spin247
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2 years ago
Translation
Hello ... the money arrived in my account today ...
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2 years ago
Hello Tamara!
I am delighted to see the good news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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