Pelaa Casino - Deposit refund

Pelaa holding my withdrawals of £1984 for 14 days now.

Not replying to my emails either. Account fully verified. They even called me to verify me over the phone too. They just ignoring me.

They advertising deposits and withdrawals for skrill are instant. Obviously not with this casino.

Please process withdrawals asap.

On 22nd February withdrew £100 sent all documents. Every 2 days I get the same email to resend my documents. I've sent passport my bank card both sides letter with my name and address. My account was verified before I deposited £170.00 or I wouldn't have deposited. It is a shame because it is a good casino I won't be depositing again.

I deposited £200 on 29/11/2021 (screenshot attached) After playing a session on some slots I hit a win before I went into bonus funds and decided to make a withdrawal on the 14/12/2021 (screenshot attached). I messaged support about my withdrawal on the 18/12/2021 and got a reply that support would get back to me, it has been well over a month now and I am not getting any response whatsoever from support.

The site specifically says not to send more requests about the same issue so I have not sent anymore emails but tried live chat which I still do not get any response from. (Attached screenshot to show when I sent the email to support)

My account is fully verified (I have attached a screenshot for proof)

I want my withdrawal to be processed as there is nothing else that should stop it from being processed.

I am all verified. Even had a phone call. Its been over a month now and all they keep saying is I am at the top of their priority list and will receive an email. Why do I need another email? Why cant they just transfer me my £250 to my PayPal? It seems very dodgy.

I have emailed both support and complaints and gone on the live chats numerous times and they always give me the very unhelpful generic reply of we are sorting it. I don't believe them. I just don't understand what's taking so long.

My account says all verified and has done for ages. My withdrawal is still pending.

If for some reason they cant pay me my winnings surely i should get everything back that I deposited? I don't trust this.

I writing this complaint to report Peela Casino. I won £430 and proceeded to request the withdrawal of the money on the 1st of August 2021 and then I received an email saying the withdrawal was successful, on the 2nd of August, saying the funds would be paid into the account that I used to make my last deposit. The method I used was Apple Pay linked with a Monese virtual card. After a few days without receiving my funds I contacted customer support many times and at some point, they requested a bank statement which I immediately sent to them. I’ve been told by the customer support that the funds were missing and that the relevant department was investigating it however after 3 weeks of trying to receive the payment I decided to look for further help in another online casino named Vegashero which is associated with Peela casino and the reason why I did this was because I closed my account with Peela casino when I felt there was lack of support/information about this issue. When contacting Vegashero I felt there was more support, so after another week Vegashero customer support told me that the department that was undertaking the investigation at Peela casino said that I have cancelled the withdrawal and played the funds already which isn’t true or make any sense as I received the confirmation email of the withdrawal I never went back to play that money. Knowing as well that the new regulations don’t let players cancel withdrawals after this have been requested. So I asked Vegashero to continue the investigation because I never played the money or received it in my bank account and I also sent them the emails exchanged with Peela casino. On that same day I received an email from Peela Casino saying that the funds were found and the problem was solved and they proceeded with a manual transfer of the funds to my bank account which could take up to 5 working days to reach my bank. So I writing this complaint today because after a month of trying I still haven’t received the money and it’s been now 5 working days.

I would please like to ask for support in solving this issue as it’s within my right to paid the money I won after all the deposits I made in that casino.

I put in a withdrawal request of 686.00 GBP and 68.30 GBP from my Pelaa account back in January 15th.

They email me saying that the withdrawals were under review, after a couple of weeks of not receiving the funds into my bank account, I tried logging into my account to check the status of these withdrawals, just to find out that my account is locked.

I've been in contact with their customer support team, sent ALL the documents they requested but my account is still locked. This was back in May. I email them a couple times since then asking for an update but no reply so far.

Very disappointed with the way they handled this, surely a security check shouldn't take months to complete?

Hello,

I have submitted a withdrawal on the 13th May at 3:15pm for a total of £880.01 from Pelaa casino, withdrawal details in the image. I have sent through the verification documents twice now once on the 14th and once on the 20th May. Neither email has been acknowledged or any type of receipt of the documents, I have also tried contacting them regarding this issue but the phone does not work, as you can tell they also do not respond on live chat or email.

Despite acknowledging my withdrawal request and then requesting documentation, I have had absolutely nothing back in response to the verification process following the document submission.

I was hoping you may be able to help me find a resolution for this or perhaps direct me to my rights regarding the funds.

Thankyou, Ethan

I deposited on 26th March (£100) and took a bonus with Pelaa. I played through the wagering requirements and ended up with £400 of cleared funds in my account. I requested a withdrawal on the 27th March, and submitted my documents for verification on the 1st April when I checked and saw my withdrawal was still pending (No request for documents at this stage).

I then didn't hear anything back and several days later emailed the complaints email, as the standard 24-48hr window that Pelaa five to process withdrawals had well passed. I then received an email back from the risk team asking for my documents which I sent over again. I then have heard nothing back, and after sending several emails since then, have not had a reply. If these emails are required, I have screenshots that I can send over or I can forward the emails.

I deposited £300 on this site to then win £1915. I withdrew this money and was asked to verify my account which is fine and is then what I did. After doing this I was asked for additional info by email and my account blocked which stopped me from uploading this info so I decided to email it to them also asking why my account had been blocked. Since sending them everything they need I had an email saying it would be looked into and now almost coming up to 3 weeks since withdrawing they won’t reply to any of my emails and I have seen no explanation as to why my account has been suspended along with my deposit and withdraw from what I can see just being stolen and me now being ignored. I have attached all emails from [email protected] and myself explaining it all more and if I’m honest I’m at a point now where I don’t know what to do as they don’t have an active phone line either so I’m just sat with a big amount of money down. Please if you could help I would appreciate it so much.