Complaint #11
Pelaa Casino
Delayed payment for almost 2 weeks and with hardly no communication from their end
6 years ago
I really didn't want to do this, but it is my last resort. This situation has been dragging on for almost two weeks now. The only communication I have had with the casino has been via live chat who, to be honest, have been as helpful as they can. However, my emails have gone unanswered and I am nowhere nearer to receiving my real money balance of EUR 200.
I stumbled across Pelaa casino on the 26 July 2019. I read their terms and conditions before registering to make sure they accepted players from NL etc. etc. Everything was fine and I was able to adhere to their requirements so I opened an account. I played my favourite game for probably around 8 or 9 hours and then requested a cash out of 200 euros, in the early hours of the morning on the 27/7.
On Sunday 28/7, I cancelled the withdrawal to play a little more, but none of the games were working so requested a cash-out of the original amount of 200 again. In the meantime, I tried to be proactive and upload my documents but the doc upload section said that they had everything they needed and they would be in contact if they required anything else.
I waited patiently as their website said it can take as long as 72 hours to process a withdrawal. On Wednesday 31 July, I contacted live chat to ask for an update. Later that day I received an email asking for the usual documents. I uploaded them straight away, followed by an email sending some extra documents such as the back of my drivers license and proof of deposit transactions. I received no acknowledgement to this email.
Again, as it can take them up to 72 hours to process these documents, I waited patiently but decided to contact live chat on 2 August to inquire about the status and was told that documents were still pending verification.
On Sunday 4 August (96 hours after cash-out) I received a further email asking for a selfie with my ID. I sent it immediately and then tried logging into my account which was blocked for some reason. I sent an email asking why they hadn't asked for this document on the 31 July and asked why my account was blocked - no response to date.
On Monday 5 August I contacted them via live chat again and was told that my documents had in fact been approved ‘’which was a good sign’’.
Still hadn't heard anything about my withdrawal so I contacted live chat again on Tuesday 6 August and was then told that the last document – the selfie - was still pending approval and my withdrawal was ''under investigation'' but was reassured that it was still visible in their system and status was ''pending'' and that I should hear something by the end of the day on the 7th. I also asked why my account was blocked and the only reason they could think of is that I may have self-excluded from one of their sister sites so asked me if this was the case, which it wasn't. Hypothetically - and I mean hypothetically - even if I had self-excluded from another site (which I hadn’t), their t&cs state that they will refund your real money balance via the appropriate method so this still wouldn’t explain the reason for the hold-up.
As the only response I was getting was through initiating live chat conversations, I decided to send an email to [email protected] explaining the situation. By this point my withdrawal had been pending for 10 days in total. I finally received a response from them via email, albeit a very general one – I have attached this for your review.
It is now the 8th August (11 days since cash-out request) and I am no further in receiving my real money balance so I am hoping AG can help me find resolve. It’s a shame as I have adhered to all of their requirements, been patient and, in general, the Pelaa website is nice to play on – clean, easy to navigate etc. However, I have no choice. It’s been almost two weeks with hardly any communication (except for live chat) so I’m afraid this is my last resort to help me receive my funds.
I have attached all screenshots, live chat transcripts and other correspondence. AG - could you please make sure that all are made private as I could not mark 3 of the uploads for some reason. Could only see the 100% status bar.
I really hope we can get this resolved asap and with the minimum of fuss.
I stumbled across Pelaa casino on the 26 July 2019. I read their terms and conditions before registering to make sure they accepted players from NL etc. etc. Everything was fine and I was able to adhere to their requirements so I opened an account. I played my favourite game for probably around 8 or 9 hours and then requested a cash out of 200 euros, in the early hours of the morning on the 27/7.
On Sunday 28/7, I cancelled the withdrawal to play a little more, but none of the games were working so requested a cash-out of the original amount of 200 again. In the meantime, I tried to be proactive and upload my documents but the doc upload section said that they had everything they needed and they would be in contact if they required anything else.
I waited patiently as their website said it can take as long as 72 hours to process a withdrawal. On Wednesday 31 July, I contacted live chat to ask for an update. Later that day I received an email asking for the usual documents. I uploaded them straight away, followed by an email sending some extra documents such as the back of my drivers license and proof of deposit transactions. I received no acknowledgement to this email.
Again, as it can take them up to 72 hours to process these documents, I waited patiently but decided to contact live chat on 2 August to inquire about the status and was told that documents were still pending verification.
On Sunday 4 August (96 hours after cash-out) I received a further email asking for a selfie with my ID. I sent it immediately and then tried logging into my account which was blocked for some reason. I sent an email asking why they hadn't asked for this document on the 31 July and asked why my account was blocked - no response to date.
On Monday 5 August I contacted them via live chat again and was told that my documents had in fact been approved ‘’which was a good sign’’.
Still hadn't heard anything about my withdrawal so I contacted live chat again on Tuesday 6 August and was then told that the last document – the selfie - was still pending approval and my withdrawal was ''under investigation'' but was reassured that it was still visible in their system and status was ''pending'' and that I should hear something by the end of the day on the 7th. I also asked why my account was blocked and the only reason they could think of is that I may have self-excluded from one of their sister sites so asked me if this was the case, which it wasn't. Hypothetically - and I mean hypothetically - even if I had self-excluded from another site (which I hadn’t), their t&cs state that they will refund your real money balance via the appropriate method so this still wouldn’t explain the reason for the hold-up.
As the only response I was getting was through initiating live chat conversations, I decided to send an email to [email protected] explaining the situation. By this point my withdrawal had been pending for 10 days in total. I finally received a response from them via email, albeit a very general one – I have attached this for your review.
It is now the 8th August (11 days since cash-out request) and I am no further in receiving my real money balance so I am hoping AG can help me find resolve. It’s a shame as I have adhered to all of their requirements, been patient and, in general, the Pelaa website is nice to play on – clean, easy to navigate etc. However, I have no choice. It’s been almost two weeks with hardly any communication (except for live chat) so I’m afraid this is my last resort to help me receive my funds.
I have attached all screenshots, live chat transcripts and other correspondence. AG - could you please make sure that all are made private as I could not mark 3 of the uploads for some reason. Could only see the 100% status bar.
I really hope we can get this resolved asap and with the minimum of fuss.
Screenshot
