SpinAway Casino - Player believes that their withdrawal has been delayed.

Good day Guru ,

I played with this very nice casino . I even won good money in the last months …. Suddenly after deposit my money with a bankcard , the withdrawal options where suddenly only via cryptocurrency. I am not aware of this kind of payment. They did tell only for people playing in South Africa . The previous time my winnings where in one day on my account . So now suddenly I needed to open a wallet . Yes they payed me in this wallet , but the wallet doesn’t reflect my winning on the app . I used coinomi .

This app is for ETH not available due a glitch . So I can’t put it in a other wallet . I spoke to the casino and yes they are friendly but never told me why I can’t do it on the normal way . This feels so not good . They need to let players know in advance about this . Unfortunately crypto is very delicate . So my money is there but I can’t use it . Because of the third party .

as a non user of crypto you are screwed because it’s difficult to reset and resolve the issue . And now it’s there responsibility. I never asked about this issue. So I will not play .. and I guess my money is now between the Virgin Islands and SA .

please be aware player of SA .

Dear Beast777,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Guru ,

thanks for coming back , the money is on my account crypto … but not visible on de app ( third party . My issue is they should have let me know that only players from South Africa can withdraw with crypto wallet . So everything was verified etc ….only after pushing the withdrawal button I saw crypto … no info in advance .

now my money is at a third party … and they are having problems . I played and cash out with this casino just with my bankaccount ( I also deposit my money with my card and not with crypto . They should have told me before playing … no info in there page . So before we misunderstand eachother . The casino is nice !

but due crypto ( I will put this complaint especially for player from SA. Why they changed it ? Now ime stucked with crypto coins .

hopefully we understand eachother . I also put it on the forum with Jaro . The whole crypto is not my cup of tea. But what should I have done ? Either play the amount or find a wallet for crypto. If you are not know with this , it’s too complicated. And I always payed with my SA card . So they accept cards , but they pay players from SA with crypto .!!!!!!!!

hope my explanation makes sense

i want to inform players from SA

Thank you for your reply, Beast777. I apologize, but based on your description it is clear that the casino isn't the problem here, and unfortunately, we do not mediate complaints about issues between players and payment providers. I am afraid that my only advice is to try to resolve the issue with the payment provider.

Furthermore, please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake and changes in offered payment methods are more common than you might think.

Since there is nothing we can help you with in this particular instance, I have no other choice but to close this 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.