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hello I won 1100 at Live Casino about 2 weeks ago and wanted to pay out. Since it was a bonus, it was the profit that had already been converted. After the requested payout, I had to send in my ID after 2 days and have not received an answer since then. The last message was that they would contact you when the time came and that it would take a few days. It has been almost two weeks and I have not received an answer, nor do I get any answers from support to my questions.

hallo ich habe vor circa 2 Wochen im Live Casino 1100 gewonnen die ich auszahlen wollte. Da es sich um Bonus handelte war das der bereits umgesetzte gewinn. Nach der Verlangten Auszahlung musste ich nach 2tagen meinen Ausweis einsenden und habe seitdem keine Antwort bekommen. Die letzte Nachricht war das sie sich melden würden wenn es soweit ist und das es paar Tage dauert. Es sind fast zwei Wochen vergangen und ich habe keine Antwort bekommen und kriege auch keine Antworten vom Support auf meine Fragen.

Dear Michael,

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

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

Do I understand correctly that your winnings have been accumulated purely from a No Deposit bonus?

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

Hello, I've already verified myself and sent everything over a week ago. I got the answer that everything went well. I got it through free spins. I implemented the bonus and then won.

Hallo ich habe mich bereits verifiziert und alles zugesendet und das schon vor über einer Woche. Darauf habe ich auch die Antwort bekommen das alles geklappt hat. Den habe ich durch gratis freispiele bekommen. Ich habe den Bonus umgesetzt und danach gewonnen.

In addition, I don't get any more answers from support and I also can't access the live chat

Zudem kriege ich keine Antworten mehr vom Support und kann auch nicht auf den Live Chat zugreifen

Hello, I've already verified myself and sent everything over a week ago. I got the answer that everything went well. I got it through free spins. I implemented the bonus and then won. In addition, I have not received any answers to my questions since then and cannot access the live support.

Hallo ich habe mich bereits verifiziert und alles zugesendet und das schon vor über einer Woche. Darauf habe ich auch die Antwort bekommen das alles geklappt hat. Den habe ich durch gratis freispiele bekommen. Ich habe den Bonus umgesetzt und danach gewonnen. Zudem kriege ich seitdem keine Antwort mehr auf meine Fragen und kann nicht auf dem Live Support zugreifen.

Could you please forward a link of the exact bonus that you have redeemed? Have you deposited any funds into your account? Thank you in advance.

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I received the message and the link. After winning, I deposited money with the hope of speeding up the payout.

NEUES SPIEL BONUS! 

Melden Sie sich JETZT an und erhalten Sie bis zu 25 FREISPIELE bei S247 NEUESTER VERÖFFENTLICHUNG - Ecuador Wilds: https://spn247.com/10f45

die Nachricht und den link habe ich erhalten. Nachdem Gewinn habe ich Geld eingezahlt mit der Hoffnung die Auszahlung zu beschleunigen.

Diese Nachrichten habe ich noch vom Casino erhalten:

Thank you for submitting your ID card. We also require an image of the back of the ID card, please send it as soon as possible. If you need further help please email support@spin247.com or contact us via Live Support. Thank you,

Thank you for sending your ID. We will now forward your account to our processing department for verification. After confirmation, you will receive a text informing you that your payment has been processed and is on its way to you. Thank you, Spin247 Support.

Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Michael,

I looked at your complaint and will do my best to help you. I would like to invite Spin247 Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I received the email today and sent in my data directly. I finally got an answer.

ich habe die email heute bekommen und habe meine Daten direkt eingesendet. Endlich habe ich auch mal eine Antwort bekommen.

Hello Michael,

We are sorry for any inconvenience caused by the above issue. Sofort is currently having issue processing withdrawals. if possible please could you ask to withdraw via another method either bank transfer or Bitcoin.

Many thanks

Spin247

Unfortunately, I can no longer change your payout method because the payouts have been under "pending" for over two weeks. I also chose to pay out via bank transfer.

Leider kann ich dir Auszahlungsmethode nicht mehr ändern, weil die Auszahlungen unter „ausstehend" sind seit über zwei Wochen. Ich habe die Auszahlung ja auch über banküberweisung gewählt.

I can't get any further

weiter komme ich nicht

what's the point now?

was sollt das jetzt?

Hi Michael,

You should be able to reserve the withdrawal. If you do this then request the withdrawal via bitcoin. Once done please message this ticket and I will ask the withdrawal to be processed.

Many thanks

Spin247

Hello,

I don't know how to reserve the payout, maybe you could give me an explanation. I also don't have access to the payout because it is marked as invalid.

Hallo,

ich weiß nicht wie ich die Auszahlung reservieren kann vielleicht könnte man mir eine Erklärung dazu geben. Ich habe auch keinen Zugriff auf die Auszahlung, weil diese als ungültig markiert ist.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received a response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from Casino:

"Hi Michael,

If you go to "banking" then "Cancel Withdrawal" you should be able to cancel your current withdrawal and re-request it using a new payment method.

Many thanks

Spin247"

hello i cannot cancel the withdrawals. They are shown to me as invalid and in the Cancel Payout area it says that I have no payouts.

hallo ich kann die Auszahlungen nicht stornieren. Die werden mir als ungültig angezeigt und in den Bereich Auszahlung stornieren steht, dass ich keine Auszahlungen habe.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.