Complaint #3 House of Spades Casino

Missing task for a bonus

By Douglas T.

4 years ago

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.

Disputed Casino House of Spades Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

3 years ago

Dear House of Spades Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

DougCaraffini

• Brazil

3 years ago

Thanks for informing the date of the email, It had definitely gone unnoticed for me. I'll keep replying this thread to make it open.

Also, just for the information, I'm a member of a Twitch live stream and we have a website with a list of casinos which we make promotions for bringing new accounts, and House of Spades is one of them. Having positive experience will bring positive score to the casino, so our viewers will create more accounts.

House of Spades Casino

• Representative

3 years ago

Dear Customer,

Thank you for reaching out!

Please, understand that sometimes the technical issue is not easy to solve fast and we sincerely apologize for the time of this. We hope that it will be resolved in the nearest future!

In regards to the bonus, be informed that we have sent you an email on June 24 with the details of its kind.

If you have any questions, please, contact our support in the Live Chat.

Best regards,

House of Spades Casino

DougCaraffini

• Brazil

3 years ago

Thanks for answering back. Anyway, my first contact with the casino telling about this problem was 8 weeks ago and nothing has been done. I'm still waiting. Also, I didn't receive any bonus in my account.

I can't understand why this is taking so long. Anyone can see that there is something wrong here. In the live chat was told me that I have participated in 5 tournaments. After this I've been in another 3. That's a fact and can be confirmed in the register. If the task says I need to participate in 3 tournaments, that's all. I have fulfilled all the requirements.

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

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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

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Unresolved

Delaying small €100 withdrawal

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.

Resolved

€100