Partner wallet funds inaccessible with no effective intervention

I am lodging this complaint regarding Bidvest Bank’s role as the banking partner for Spot Money SA. Funds were successfully paid on 12 April 2026 into an account held at Bidvest Bank, as confirmed by official proof of payment from Sunbets. Despite confirmed receipt by Bidvest Bank, the funds are not accessible in the Spot Money wallet. Spot Money was completely unresponsive for several days across email, live chat, and social media. Only after escalation and submission of proof of payment did they acknowledge the issue, stating that the funds are “not reflecting on their side” and that the matter is under investigation by their finance team. No reference number or resolution timeframe was initially provided. This is not a failed payment — it is a post‑receipt issue, where customer funds are effectively inaccessible, while the partner fintech’s support channels are non‑functional. This raises serious concerns regarding oversight, escalation mechanisms, and safeguarding of customer funds within the partner relationship. Given Bidvest Bank’s role as the regulated banking partner, I am concerned about:

Delays in intervention where partner fintechs fail to provide access to funds Lack of clear escalation paths for affected customers The impact on users who rely on immediate access to small balances for daily necessities

I am sharing this here to prompt visibility and accountability, and to encourage Bidvest Bank to urgently review and strengthen controls when partner financial service providers fail customers in this manner.