Spin247 Casino - Výběr hráče byl zpožděn.

I’ve been with this casino for quiet some time and now all the sudden when I try collecting my winnings they won’t release them to me and want a bunch of information like phone bills and my bank statements proving I paid my phone bill but yet they continue to accept my money when I use the pay by phone bill option.. this is the second time they’ve done this to me but the first time they ended up frustrating me so I just kept playing my winnings till it was gone. But this time I’m not giving In the winnings is rightfully mine and I want it. Hopefully your able to help thank you in advance

Dear Jeffrey,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification.

Could you please clarify if your account has ever been marked as verified? Have you made any successful withdrawals before?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Yes I’ve made several withdrawals I’ve been with them for around 2 years and I’ve always used the same 2 deposit methods either my phone bill or my bank account and yes I verify with both my drivers license and my passport and also a letter from my bank for proof of address

Thank you very much Jeffrey for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jeffrey,

I will assist you with the complaint from now on. If I understand the situation correctly, you are required to submit a phone bill and a bank statement confirming you paid said phone bill from a bank account in your name.

Casinos, due to regulatory or other reasons, often require additional verification of the used payment methods. If you haven't done so already, I encourage you to submit the required documentation. The casino has every right to ask the proof you are the owner of funds, and the sure way to get paid is to submit the required documents.

I understand your frustration, but unlike deposits, the withdrawals from casinos involve these extra requirements.

Let us know about your decision or if you have any concerns.

Hello Jeffrey,

Any news you would like to share? Have you provided the casino with the required documents? Were they accepted? Please let us know.

We are extending the timer by 7 days. If we won't hear you in that time we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.