Complaint #2 House of Spades Casino

Delaying small €100 withdrawal

By Ville R.

4 years ago

Message on forum

Disputed amount 100€.. It's been pending 112hours now.

Their site advised to make complaint, so here I am.

First of all this casino claims to be paynplay casino, it works only when player deposits not when a withdrawal IS made... Their payments site says processing Time IS instant but in reality it's 3 days. I've read lots of reviews about this casino and they don't pay even that 3 Day timeframe. I created this complaint to warn others and also to make them maybe change false info they have on their site or at least explain why they mislead customers. I'm really pissed that there is an awesome paynplay system but some casinos like this are just abusing IT.

Disputed Casino House of Spades Casino

Reason Delayed payment

Amount €100

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Curremon,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

House of Spades Casino

• Representative

3 years ago

Dear Customer,

We sincerely apologize for the delayed response to your complaint and thank @AskGamblers team for cooperation with the re-opening!

According to our records, the withdrawal was successfully processed on May 2, 2022. We confirm that the payout was completed.

We fully understand your frustration and want to assure you that the withdrawal was processed in full accordance with the Terms and Conditions.

Please note that withdrawals may be subject to various checks which may cause some delays with respect to the estimated times.

Rest assured that we strive to provide excellent service in a timely manner, and we apologize for any inconvenience caused!

Please let us know if you have any questions or comments.

Best regards,

House of Spades Casino

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per House of Spades Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

House of Spades Casino Complaint Stats

Resolved 1 / 4

Avg. Amount $214

Avg. Complaint Duration 7 days

Avg. Response Time 4 days

House of Spades Casino Complaints

See all complaints for this casino

Achievement not counted

There is an achievement "take a prize place in a tournament" that I completed by winning first place in a tournament. It has still however, not been marked as being complete. I have contacted the customer service over a week ago, and they said they would send me a follow up email, but I have not gotten one.

Unresolved

$750

I cant upload documents

Hi. I have been trying to upload my bank statement for week now. Every time I press upload site keeps logging me off. And I have asked from chat how I can fix this or can they fix this. But answer is always clear caches but it does not work. I hope u guys can figure out what is going on here. And I have send email to support but they never answered me anything.

Unresolved

Missing task for a bonus

House of Spades has the "House Tour", a series of tasks which by completing them you receive coins, money, and more. I have completed 3 of them, now I'm trying to complete the fourth one. There are 6 tasks at each level. In this level, I have completed 5 tasks and the missing one is "participate in 3 tournaments". I have already participated in 7 tournaments but it says I haven't.

I'm facing this issue for a month. I have contacted the online support, the email, and even my personal manager, which I got for becoming VIP, but no answer. Every week there are 2 or 3 new tournaments, in which I have been participating in, but the task meter that counts how many tournaments I did is still empty.

This is the mission screen showing the missing task:

https://prnt.sc/C4vvEfL9t58n

Here 2 screenshots of two different weeks showing me participating in 5 tournaments:

https://prnt.sc/CKbwUlFCrOvR

https://prnt.sc/Q4o-9fv_wZv-

Here is a screenshot of today in a new tournament:

https://prnt.sc/gjxTkPXgXMcG

The task meter is still empty indicating I haven't participated in any tournament.

I really loved playing in this casino, that's why I became VIP, but after this problem, I'm no longer playing. Support and not even my personal manager seem to help me.

Unresolved