Spin247 Casino - Withdrawal of winning has been delayed due to verification requirements.

Hi I have won R150 000 between 10 to 12 October 2023 and made withdrawals on 12 October 2023 but then my withdrawals were canceled and the money was back into my account and I reached out to customer support to ask why they were canceled and they told me that I should send a proof that I'm on contract or prepaid for me to receive my winnings, then I tried all that and gave them proof then after I didn't receive my funds, then I reached out to them again and they told me that I should submit proof of source of funds for me to receive my winnings then I submitted the account statement but it was declined they said that it's not enough and then after a week I've been able to get a statement for few months and then I submitted it and then when I should be receiving my winnings I was then told to send an optimized bill/ itemized bill I'm not sure which one is it... I asked them where do I get that thing because I don't know it and they told me that I can get it from my service provider... I tried to get that thing for maybe 2 weeks but I failed... They told me that they do not provide that kind of information... I went back to spin 247 to tell them and show them even screenshots but they insisted that I should submit that optimized or itemized bill and then we kept on going forward and forth up until now, I even lost access to my simcard... I don't know what to do to receive my winnings.

Dear Mbuqwamihlali,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly the casino asked for your proof you are the user of the phone number, proof of your income, and a bill showing you bought the vouchers you used for deposits?
• Could you please specify which documents you provided so far to the casino?
• Have you contacted your phone provider to restore your access to your SIM card?

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,

Tomas

Hi I have provided them with proof that I am the owner of the phone number and also proof of income... The only thing that I've never been able to provide is the optimize/ itemized bill because of not having access to the phone number.... I have contacted the service provider to try and get access to the phone number but i failed due to the correct information 'they said' they say the information I'm giving doesn't match with the one on the system... So that's why I've been struggling to receive my winnings.

Could you please send me the relevant communication you received regarding the mismatch in information? My email is tomas@casino.guru

The communication with my phone provider was via a call.... Or you meant the communication between me and the spin247 customer support?

I meant the communication between you and the casino. I'll await your message.

Hi I've just sent the information, even though the information is not that much... Is the screenshots I took a while back... I couldn't take more screenshots because I just received an email saying my account has been closed.... Without any explain or reason

Hi I've received an email again saying that the account is reopened....

Thank you for the update.

Was the verification of your source of funds successful? Have you received any additional responses from the casino regarding the issue?

The source of funds verification was successful.

I never received any additional response from them..

The customer support told me that i should contact them when I have that item bill or I will not receive my winnings.

The account has been closed again..

I received an email saying '' your account has been closed ""

Then I tried to log in and it couldn't log in because it's closed...

Thank you very much, Mbuqwamihlali, for upating us about the situation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ohk I will be waiting for the assistance.

Hello there,

Thank you Mbuqwamihlali for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Spin247 Casino for their help in resolving this complaint. We would like to ask how we can help with this player's verification issue.

Thank you!

Dear Mbuqwamihlali ,

Thank you for your post.

Upon reviewing your account we can see that you had requested several withdrawals and at the time of your request we then asked you for additional information regarding your mobile phone bill.

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 and proof of source of funds, 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.

I have submitted all the documents you requested and you kept on requesting until i failed to deliver because of not knowing how to do or get what you requested.

This seems to be some kind of scamming me my money because you asked Proof of prepaid or contract and I submitted, then when I was supposed to receive my winnings you then asked for proof of funds and then I submitted then again when I was supposed to receive my winnings you asked for that item bill or something then I failed to submit as I was unable to get it.

If you were not wanting a reason to take my winnings you would have asked all the documents at once, unlike you did to me..

Thats not fair at all... I used my money to play then I won and I end up losing all the money.

You closed my account at first and opened it, now you closed it again, seriously this doesn't make any sense.

All I'm asking is my winnings that's all.

If I can't have my winnings I'd rather have my deposits.

We work so hard for this money for you to just rob us daylight.

Dear Mbuqwamihlali, could you please provide me with the documents you submitted for verification prior to the closing of your account so I can review them? You can send it to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

Hi I have sent you an email with the required documents.

Hope that you will get this matter resolved. Thanks

Thank you for providing the information Mbuqwamihlali. How much time were you given to procure the itemized bill before your account was closed ?

It was 2 or 3 weeks.

Then they closed and reopened it same day (24 November 2023).

Then 5 December 2023 it was closed again.

What's happening now as I'm still waiting and the time has stopped.

I understand your frustration but in this case, there's not much that can be done. We are against rules that end in confiscation of the funds but given this is an industry standard when it comes to verification and you were given a relatively long time to procure the documents, we don't want to go against industry standards and penalize the casino. In the future, I would recommend using a payment method to which you will be able to provide sufficient documentation to prevent situations like this. Unfortunately, we will have to reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.