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Hi I have made a withdrawal on 27 December 2023 but until now the withdrawal status is still pending.

At first I asked the support team and I was told that the banking team/withdrawals team have not been working during December time and they will start working tomorrow. (it was on the 02 or 03 January and then I waited a day and the status didn't change then I asked support team again and I was told I should allow 1 to 2 days then waited few days and still status says pending then I asked again... This time I was told that all players were experiencing withdrawal delays since December and they were working on fixing it and said they cannot provide timescale... Mentioned I will receive my withdrawal once it has been fixed but since then I waited many days without any withdrawal, when I check the status today is still pending... So I don't understand what is really going on. It's my first making a withdrawal so I don't understand if spin247 is scamming us or what

Dear Mivuyontsobi0,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Which payment method you opted for to withdraw your winnings?
• Was your account successfully verified already?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, 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,

Petronela

• Yes, the withdrawal status still says "Pending" without being processed.
• The payment method is via "EFT.
• My account was successfully verified.
• I won without an active bonus.

Thank you very much, Mivuyontsobi0, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Spin247 Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi Mivuyontsobi0,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Spin247 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Mivuyontsobi0,

Thank you for your post.

We are sorry to hear your having difficulties with your withdrawal request. Firstly we would like to reassure you that we are always happy to see our players win, and the vast majority of our players have no issues when it comes to withdrawing with us.

As mobile telephone deposits are made on your behalf by the network provider, we do need to ensure these deposits have been cleared before we can move forward with processing any withdrawals. Please note further identification was requested on your account in regards to the deposit methods used, we kindly ask you to send it at your earliest convenience by uploading it into your account.

We look forward to receiving your identification and moving forward with processing your winning payment.

Kind regards,

Spin247 Casino

Thank you for the explanation, Spin247 Casino.

Dear Mivuyontsobi0, could you please specify if you can provide the casino with the requested document to verify your deposit method? Let us know if you have already uploaded it.

I am struggling to get it as the network provider gives me information that is not working. It's been days waiting for it after sending an sms as they instructed

Dear Mivuyontsobi0, could you please specify what are exactly the obstacles? So you requested the document and are waiting for it now?

Yes, I requested the document several times but I'm not receiving it

Dear Mivuyontsobi0, do you have any official reply from your network provider? Can you please share any confirmation that your request was left with no answer or was rejected? If you have any screenshots of your written communication with your network provider, please send them to my email (natalia.b@casino.guru), or feel free to attach them here.

Dear Mivuyontsobi0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.