Spin247 Casino - La retirada del jugador se retrasa.

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

Guten Tag...habe am 03.10.21 einen Bonus Betrag von 5 Euro erdreht...habe dann die Umsatzbedingung von über 4000 Euro erfüllt und 400 Euro gewonnen...habe über den Support 3 Nachrichten geschickt und nach dem Erhalt meines Geldes gefragt aber keine Reaktion von denen erhalten...ich habe auch versucht weil ich noch keine Einzahlung getätigt habe 10 Euro zu überweisen aber es wird immer abgelehnt...auf der Hoffnung das ich mein Geld bekomme...ich bitte um Hilfe..lg Tamara

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

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.

Guten Morgen..ich habe am 05.10.21 mein Ausweis als Dokument geschickt...man kann aber leider in diesem Casino nicht einsehen ob es bestätigt ist...ich habe auch versucht wie ich oben geschrieben habe eine Einzahlung getätigt aber sie wurde immer angelehnt...gestern habe ich eine Nachricht vom Support bekommen, das sie weitere Informationen zum Konto brauchen...nur welche haben sie nicht ich habe aber noch keine Antwort erhalten.

the deposits failed for whatever reason .. and the withdrawals are pending

die Einzahlungen sind fehlgeschlagen warum auch immer.. und die Auszahlungen sind Ausstehend

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

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

Guten Tag...habe heute auf mein Casino Konto geschaut...das Casino hat meine 4 Auszahlungen einfach storniert und 78 Euro daraus gemacht...unglaublich sowas...das ist der alte Stand

und jetzt steht das

I just wrote that to the casino ...

Das habe ich dem Casino gerade geschrieben...

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.

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?

Yes, exactly

Ja genau

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

Guten Tag....das hat Spin247 Casino jetzt geschickt...habe dann zum 4 mal meine Bankverbindung geschickt...

Dear Tamara, Danke für Ihre E-Mail.

Wir können bestätigen, dass Ihnen Ihre Gewinne uneingeschränkt zustehen, und entschuldigen uns für etwaige Unannehmlichkeiten, die durch die Verzögerung bei der Bearbeitung Ihrer Auszahlung aufgrund eines anhängigen Problems mit unserem Zahlungsdienstleister entstehen.

Bei weiterer Überprüfung Ihres Kontos können wir bestätigen, dass wir Ihre Auszahlungen per internationaler Banküberweisung bearbeiten können. Bevor wir dies tun, benötigt unser Zahlungsteam einige Informationen, um den Auszahlungsprozess abzuschließen. Könnten Sie bitte zur Verfügung stellen: Name des Bankkontoinhabers (Begünstigten) Adresse des Bankkontoinhabers (Begünstigten) Bankname Adresse der Bankfiliale SWIFT-/BIC-CODE; IBAN Bitte beachten Sie, dass für Ihr Konto keine zusätzlichen Dokumente erforderlich sind und die oben angeforderten Informationen nur dazu dienen, sicherzustellen, dass Sie Ihre Auszahlungen erhalten.

Alternativ können wir Ihre Auszahlungen sofort über Bitcoin abwickeln, eine in Deutschland weit verbreitete Zahlungsmethode über Coinbase / Coinmama oder ähnliche Anwendungen, nach Angabe Ihrer Bitcoin-Adresse. Nach Ihrer Antwort werden wir ohne zu zögern Ihnen weitere Unterstützung per E-Mail anbieten.

Sorina C

Customer support

But it still stands the same ...

Aber es steht immer noch das gleiche...

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

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.

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

Hello ... the money arrived in my account today ...

Hallo...das Geld ist heute auf mein Konto angekommen...

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.