Spin247 Casino - El retiro del jugador se ha retrasado.

Dear Liane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the withdrawal has been request on the 18th of July 2021? Could you please confirm that your account has been fully verified in the past?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes, I have verified my account by uploading a photo of my ID via the Spin 247 app as requested.

Ja ich habe mein Konto Verifiziert in dem ich wie verlangt ein Foto von meinem Ausweis über die App von Spin 247 hoch geladen.

Thank you very much, Liane, for your reply. I fully understand your frustration, however, I will set the timer for additional 7 days and if there’s no development by Friday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

OK, first of all thanks for your support.

OK, dann danke erstmal für ihre Unterstützung.

So until now they haven't written or sent anything

Also bis jetzt haben sie noch nichts geschrieben oder uberwiesen

Please, let's wait two more days. Thank you.

Ok

Hello Liane,

Have there been any developments since our last conversation?

No, there were no developments

Nein es gab keinerlei Entwicklungen

Thank you very much, Liane, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Approximately how long will this take?

Wie lange wird dies in etwa dauern?

Hi Liane,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Spin247 Casino to the conversation to participate in the resolution of this complaint.

OK and how long do you think that might take?

OK und was denken Sie wie lange das dauern könnte?

That depends on the cooperation from the casino.

OK thanks

OK danke

Hi Liane,

I have asked our support team to look into this issue for you, I shall get back to you shortly on this.

Many thanks,

Spin247

Hello

Have you heard of the casino?

Hallo

Haben Sie schon etwas von dem Casino gehört?

So far, I haven't had any reaction from Spin247

Have you already achieved something?

Also bis jetzt hab ich noch keine Reaktion von Spin247

Haben sie schon etwas erreichen können?

Hi Liane, we still haven't heard from the casino and are waiting for a reply.

Hi Liane,

Sorry for the delay in getting back to you. We are currently having issues with the payment provider withdrawals we would recommended reversing this withdrawal and re request the withdrawal via bitcoin. Once done please let us know in this ticket and we will get the withdrawal processed.

Many thanks

Spin247

Thank you Spin247 Casino for your reply.

Dear Liane,

Do you have a Bitcoin wallet?

Yes, I am with Coinbase

Why do you ask?

Ja ich bin bei Coinbase

Wieso fragen sie?

Hi Liane,

Thanks for the update, please let me know when you receive your funds.

Yes, I'll do it

Ja mach ich

So until now nothing has happened

Also bis jetzt hat sich nach wie vor nichts getan

Hi Liane,

Has there been any news?

No there is nothing new

Nein es gibt nichts neues

Dear Spin247 team,

What is the status of the withdrawal?

We would like to ask Spin247 Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

So far nothing new from my side

Bisher nichts neues von meiner Seite aus

Hi Liane,

I’m afraid the casino stopped responding. There is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request.

We received the following email from the casino:

"Hello Liane,

Your payment has been processed today, you should receive your winnings in a maximum of 12 working days but likely sooner. Thank you for using Spin247 and congratulations on your win.

Many thanks,

Spin247"

Dear Liane,

Please let me know when you receive your withdrawal.

Hello Liane, We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.