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247 Spins Casino – False advertising to Public regarding withdrawals

247 Spins Casino is false advertising to the public. They do not keep to their own commitments and terms and condition. Their advertised processing time for withdrawals is 1-4 working days. And this is not true at all, my withdrawal status was stuck on ‘in progress’ beyond the stated 1-4 day waiting period. The withdrawal was done on the 07/01/2024 16:32:55. And my account had been fully KYC verified. When you speak to the support centre the casino blamed technical issues but provided no information or solution. This is really not expectable. This is false advertising and *****ing hard working people’s money.

17 Jan 2024 at 09:18

Today again after enquirin to the support center they could not give me a answer except responding with the same answer : "Please be advised that all players are currently experiencing a delay on their withdrawal. We are sorry for the inconvenience and thank you for your patience and understanding, however we cannot provide a specific timescale but please rest assure that you will receive your withdrawal after the delaying issue is solved." When will we get some feedback!

Dear boschas1,

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

My account has been VERIFIED, as well as the winnings was done after deposited by myself and was not free spins or bonus.

As well as they need to change their communication in their terms and conditions that clearly states 1-4 working days?

And so I have not received any feedback yet. No message stating anything is wrong with my verified status or the progress.

Dear boschas1,

Have you received your withdrawal from the casino yet?

No still nothing and no response from them

The withdrawal was done on the 07/01/2024 16:32:55. And my account had been fully KYC verified. When you speak to the support centre the casino blamed technical issues but provided no information or solution. This is now more than 14days waiting. And still no indication of what is the status or what is needed to finalise the process for approval? The status is still the same as 15 days ago. " Pending"

Thank you for your reply, boschas1. Have you made any successful withdrawals before? Could you please post a screenshot of your withdrawal history here in this thread?

Have you accumulated your winnings with or without an active bonus?

I have not won the winning with an active bonus. It was with deposit via Phonebill

Now today I see they closed my account. How about that for feedback.

Have you tried contacting the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This is the feedback i received after asking why is my account closed:

Dear Angelique,

Thank you for your patience.

Your withdrawal was approved and your account closed, this is from a recent review from our security team that is undertaken on all accounts at some point during the lifetime of the account. Our security team will review all of the information available on an account before taking a decision of this nature, for example game play, stakes, deposit patterns and identification. Any decision made regarding the removal of an account is not taken lightly and, unfortunately, will not be reversed.

While we understand that this may not be the response you had anticipated, please be assured that any decision to close an account is not taken lightly, and it is made with the utmost care and consideration.

On this occasion regrettably there would not be an alternate resolution we can offer.

We trust we have answered your query satisfactorily, however, should you require any further assistance please do not hesitate to contact us where we will endeavour to assist you further. Our Contact Centre team is available through our Contact form on the website.

Kind regards,

Mihai C

Thank you very much, boschas1, for your cooperation. 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.  

Hello there,

Thank you boschas1 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 know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Dear boschas1,

Thank you for the post.

We would like to confirm that the withdrawal request has been successfully processed, and the funds should now be in your possession.

After conducting a thorough review of your account, our team carefully examined all the provided documents and information available on your account such as game play, stakes, deposit patterns. Upon our review, the decision to close your account was based on the information we have on file and the outcome of our KYC verification process and it will not be reversed.

While we understand that this may not be the response you had anticipated, please be assured that any decision to close an account is not taken lightly, and it is made with the utmost care and consideration.

On this occasion regrettably there would not be an alternate resolution we can offer.

Dear Spin247 Casino, thank you very much for the update. I would like to ask if you can provide an explanation for the decision to close the player's account. You can provide any evidence to my email. (peter.c@casino.guru)

Dear boschas1, can you please confirm that you have received the funds as the casino representative mentioned? Thank you in advance!

Thank you very much Spin247 Casino representative for providing the evidence.

Dear boschas1, the casino representative has provided me with evidence for their decision to close your account. We believe the steps the casino has taken are justified and I would like to ask you to please confirm you have received the funds. Subsequently, we will reject your complaint. Thank you for your cooperation!

Yes I did receive my withdrawal yesterday. Can I have a understanding why my account was closed. I need to understand why?

Dear boschas1, your account was closed according to the standard KYC/AML procedures, the document you provided revealed discrepancies that led to your account closure. Due to this reason, your complaint will now be rejected. 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.