Delayed payment from SpinEmpire Casino

RESOLVED
posted on June 22, 2015.

On the 16th of June this year I tried withdrawing NOK 40000 from my account. I was asked to send in documents verifying my account and that was done at the same time. After a couple of days I was told via the chat that the documents were ok and I tried making a withdrawal using Trustly and then Bank Transfer. Both were declined and I was asked to submit a screenshot of my Skrill account
as SpinEmpire apparently had problems with Trustly and Bank Transfer. I also got told to limit my withdrawal as I could only withdraw NOK 10000 each time. I sent the Skrill-screenshot and I've since not heard from my personal
VIP manager since, even though I've sent 4 e-mails the last couple of days. When I try discussing this on the chat, I get told to wait for an e-mail from the manager. I've got no active bonus and my winnings have come from deposits without using a bonus.

posted on June 23, 2015.

Update June 23rd. Exchanged several mails today with SpinEmpire. They're now saying Bank
Transfer is the only viable option for withdrawal, even though they previously said that Skrill would be the fastest and easiest way to do it. The issue is still the same; I get a message saying there's a problem when I try to make a withdrawal. SpinEmpire won't allow me to try to resolve this using the chat and I have to write mails to them trying to get this fixed. I'm up to 5 mails so far today...

posted on June 25, 2015.

Dear user,

As you may know we are expecting issues with Trustly payments. When trying to fix it we realised this issue has take place from the software provider side and immediately addressed it to the relevant department.
We were not allowed to use another payment method for withdrawal as such a practise is usually abandoned by EveryMatrix. Although after long negotiations we finally received their permission.
I am sorry for misleading you and holding the payment for such a long period as usually it takes no more than two hours in average to approve a withdrawal. Currently we are still waiting for the answer regarding Trustly payment issues but you'll be able to withdraw your winnings within Skrill. For that just do the following steps:
- we have checked and approved your documents so you have no need to send them once again,
- make at least €10 deposit via Skrill to register this payment method,
- as soon as the payment is done kindly request withdrawal via Skrill.

It should be done asap and I hope Trustly payments will be fixed soon as well. Kindly let me know when you receive your withdrawal. Thank you and thanks for your patience.

posted on June 25, 2015.

I can't make a deposit from my Skrill account as the transaction is declined as it's to a casino (online gambling). When I try to upload money to my Skrill account and state that the money is to be used for online gambling the transaction is also declined. I'm therefore not able to do what you request. You've already recieved documentation regarding my Skrill account and I expect this to be resolved before the weekend as promised by the VIP-manager at Spinempire.

posted on June 25, 2015.

When creating your Skrill account you have an option to choose whether it's for "gambling" or "non-gambling" purposes. Apparently you chose "non-gambling" option but this could be changed via Skrill online support.
Please try to speak to Skrill support and get back to me with their final answer. Until that we'll be working on Trustly and I hope it will be activated.

posted on June 25, 2015.

The following is stated on the Skrill web-page;

"Can I use my Skrill Card for gaming transactions?
Your Skrill Card can be used for offline gambling activities, such as in physical casinos, betting shops etc., but not for online betting."

It's pretty clear that this is not possible.

posted on June 25, 2015.

You are looking at Skrill Card which is granted as an extra service. But you can use your Skrill digital wallet to pay at any licensed online casino including ours.

At Skrill, we closely monitor the ever-changing regulatory environment and make regular updates to our Acceptable Use Policies.
As a general rule, the following business categories are not accepted:
Tobacco products.
Prescription drugs.
Drugs and drug paraphernalia.
Weapons (including without limitation, knives, guns, firearms or ammunition).
Satellite and cable TV descramblers.
Pornography, adult material, material which incites violence, hatred, racism or which is considered obscene.
Government IDs and licences including replicas and novelty items and any counterfeit products.
Unlicenced or illegal lotteries or gambling services (including without limitation the use of or participation in illegal gambling houses).
Unregistered charity services.
Items which encourage or facilitate illegal activities.
Prepaid debit cards or other stored value cards that are not associated with a particular merchant and are not limited to purchases of particular products or services.
Third-party processing or payment aggregation products or services.
Multi-level marketing, pyramid selling or ponzi schemes, matrix programmes or other “get rich quick” schemes or high yield investment programmes.
Goods or services that infringe the intellectual property rights of a third party.
Un-coded/miscoded gaming.
Timeshares or property reservation payments (On and Off Plan).
Illegal gambling services, including (but not limited to) illegal sports betting, casino games and poker games.
Any type of business in countries, restricted for Skrill services.

posted on June 25, 2015.

That's not an option I can use. I only get the option to pay with Skrill and when I try to do this the transaction is declined.

posted on June 25, 2015.

Please try to contact Skrill support, they will definitely help you to switch your non-gambling account to gambling. Until that we keep working on Trustly.

posted on June 26, 2015.

I've sent a request to Skrill (two days ago) and haven't heard anything yet. So because you have problems with your systems/suppliers you let your customers suffer? It's now over 10 days since I first requested a withdrawal and there's still no solution for me. Isn't it strange that deposist to your casino is accepted instantly but withdrawals takes weeks?

posted on June 26, 2015.

Dear user,

Let me remind you that we already offered working solution to you. We don't have Trustly payments at the moment but you can withdraw your money via Skrill. We approve hundreds of withdrawals via Skrill daily and the issue is with your Skrill account, we can not change anything with it.
We are going towards the reliable solution for you and already offered a working one. No it's all in your hands, as soon as you make successful deposit via Skrill - we'll withdraw your winnings.

posted on June 26, 2015.

First of all as I've still not been able to make a withdrawal there's still no working solution for me. Secondly, I've now been in contact with Skrill and there's no limits on my account, i.e. if it's to be used for gambling. However the transactions (when I try to upload funds to my Skrill account to be used for gambling) fails. I've also been i contact with my bank and card provider and they can't give me an answer why this happens. I've got sufficient money on my Skrill account to make a small deposit as you require, but as you can see I'm not able to do this because of factors beyond my control. That leaves me with the only option to wait until you get your problems with Trustly/Bank Transfer sorted. Can you provide me with a timeframe for this?

Finally I have to say that the time I've spent trying to resolve this matter because of your or your partners problems is starting to get ridiculus. I've spent hours on the chat, written over 50 e-mails and also been on the phone to various institutions. Even though this case is resolved some time in the future, I don't think this is right.

posted on June 29, 2015.

Hello,

As far as I know Neteller worked as an alternative solution?

posted on June 29, 2015.

Well, at least I've finally managed to make a withdrawal, but I've not yet got a confirmation that the withdrawal is approved or sent to my Neteller account.

posted on June 29, 2015.

Your withdrawal is approved and sent to your Neteller account, please check.

Once again we are sorry for so many issues you have expected. We don't find it normal and we are already improving our payment system to avoid such cases in the future.

posted on June 29, 2015.

No it isn't. The withdrawal is still listed as pending and not credited to my Neteller account.

posted on June 29, 2015.

The transaction was proceeded successfully.

posted on June 29, 2015.

We had to wait until final approval, that caused a delay. I'm sorry for the inconvenience caused to you and in regard of our fault we'd like to grant you with extra bonus. Please contact our Support Team. Thank you.

posted on June 29, 2015.

Finally, after more than 14 days of hassle, a lot of hours wasted on writing e-mails, I've recieved my money. Case resolved.