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Spinatra Casino - Casino try to stall/don't pay my winnings of 1000 euro

RESOLVED

Complaint Info

Disputed casino

Spinatra Casino

Amount

€ 1000

Posted on August 21, 2019

Hi
Whit verification and payment Processing i hawe tryed to get my vinnings for 3 weaks now, and to day when they finaly claimed to hawe done the process they gat the Money back becase they claimed to hawe given them the wrong IBAN, i hawe worked in a bank for to years so im preaty sure i know what my IBAN is..

This winnings comes from a 250% bonus that they hawe With max whitdrawel of 10 times the depositet ammount (whitch was 100 euro) and they hawe after a weak verifyed me and acceptet that turnover was reached and the winnings was legit

As a Norwegen customer cant deposit with visa, and Norwegen banks dont alove money transfers from casinos (if they dont use a third part solution) so i depositet with Ecopyz since they accepted this and also according to their rules i then thought that i could whitdraw to my Ecopayz account

Now they claim tht they only can/wont pay thru wire and of corse my bank dont accept this

Please help me with this complaint since they hawe accepted my winnings and they accept Norwegen customers and the bank whitdrawel issu has been known in this industry for months and they only brush me of with "standard" reply and shows no proof to actualy want to find a solution for this

Regards

Atached th

Posted on August 21, 2019

Hi

I can also add that they nov have closed my account for "Security reasons" even tho they have sent me a mail claiming that i have to og to my account and make a whitdrawel With my "right" IBAN number……
I have sent them a mail saying that they have it but given it to them again… even it will not worke to wire transfer if they claim to try that again (If they use a Casino site as sender)

Regards

Posted on August 22, 2019

Hi Asop, I hope that you are doing well. I have discussed this with our payments team and they have given me an explaination to what happened. You requested a withdrawal through wiretransfer however it was the wrong IBAN number so the transfer was declined and returned. Since you asked for a withdrawal through Ecopayz they are now investigating together with Ecopayz if its possible to send you the funds through that payment method. (not all payment providers can provide withdrawals).

Meanwhile if you want this withdrawal to be sent asap we could either do a new wiretransfer to the correct IBAN and BIC or if you have a Bitcoin wallet we can transfer the funds to that. I hope that this cleared things out a bit.

Best regards,

Spinatra

Posted on August 22, 2019

Hi

Ty for ansering, you have my IBAN whitch i put in the first time.. but i also sent it to you again yesterday… this is the correct IBAN that also has worked Perfect whith other sites that i used before the banks started to stop transfers from Casinos....so if you dont can use a privat part name to send the Money from they will newer arrive to my bank (and just for the record..its impossible for me to give you wrong IBAN since my bank has the option for customers to just use what they Call an IBAN calculator….. that means that on their site i og to that callculator… hit generate and copy/past it in to Your payment obtion or mail if i want…….. but it can actualy be that you get that explonation from a automatck service when the Money comes back, but the reason is realy that no bank Accept Money transfers directly from Casinos)

And to the last... Ecopayz ofcorse have options for whitdrawel, thats my "New" payment provider after norwegen banks started this and i hawe used it many times both ways in the last months

Hope u can priorities this becase it realy shouldent take 3 weeks to make whitrawels wen the actual transfer can be done in seckonds..

(And sorry for my bad spellings.. :-) )

Regards

Posted on August 23, 2019

We have looked in this further, and the first IBAN and BIC we received was different from the new one but we wont use wiretransfer if you prefer EcoPayz. You should have received an email that we just need some account details in order to do this. Once we have that we will transfer the funds to your EcoPayz.

Best regards,

Posted on August 23, 2019

Hi

Ty for Your feedback, if you going to transfer my Money to Ecopayz we dont need to discus the Iban anymore so i stop that comments.. :-)

I have sendt you all informations and screenshots you need for my Ecopayz account

One last question… my account is closed for Security reasons… why is it that since im fully verified ?

Regards

Posted on August 26, 2019

Hi

Just giving them more time to give me a feedback i Guess... no reply of my question or sign of Money transfer to Ecopayz…..

Regards

Posted on August 28, 2019

Hi

Still no reply here or on mail from Spinatra

Contcted their live chat and asked whats going on With my Ecopayz whitdraw…. first i was told that i hadent sent in my Ecopayz details.. and when i stated that i did that last Friday i was told that i was going to get my Money bye this friday ( during week or Friday as they say seems to be the "standard" feedback from this support... at least it has been that for my verification and also when i was waiting for my whitdrawel before)


No i Guess i just have to cross my fingers for "Felix" to actualy step up and do my whitdrawel whitout any more staling, becase it realy should be possible to make a whitdrawel in 4 weeks

(And yes.. i sent my Ecopayz details one more time, both to Felix e-mail and their Kyc. adress.. :-) )

Regards

Posted on August 28, 2019

Hi, I can confirm that we have received the EcoPayz details, and your withdrawal will be processed shortly.

Best regards,

Posted on August 29, 2019

Hi

Ty, i should have my Money on Ecopayz during Friday then according to what you say and Your live chat told me.

I have also asked a couple of time why my accont is blocked…. it is fully verified and its a bit strange that you Block it when all i have done is actualy to just ask for a whitdrawel.. ?

Regards

Posted on August 30, 2019

Hello, yes you should receive the funds shortly. Regarding your account it has been blocked as per a management decision, you will be notified if/when this changes.

Best regards,