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Spartan Slots Casino - Performing ''Random Verification'' After Requesting $4,000 Withdrawal

RESOLVED
Basketbarb Ohio
Posted on June 21, 2018.

I requested a withdrawal payout of 4000.00 on June 6, 2018. I waited the 7 business days wait because they have a policy of only one withdrawal per seven days. That's fine, as this was my third withdrawal. Then after a week, the 4000.00 appeared in my account. So I connected live chat, they said they needed a photo to be sent of a credit card that I used. That's fine, so I did that, after another week, I tried again to request the 4000.00. On June 19th I contacted live chat again, and they said all looked good and that the request should be approved June 20th. Today is June 20th, and the 4000.00 is BACK in my account. I contacted live chat again, and was told my account was on a RANDOM VERIFICATION. And that it will be an additional 4-5 BUSINESS days to process this random verification.
I was told that this is in their rules and conditions. That they do random verifications TWICE a year. So NOW, I have to wait until June 25th for this payout to be even approved. So original request date was June 6th, and now it looks like I have come upon another verification process. I won't see this now for another two weeks at least.
I find it odd the TIMING of this RANDOM VERIFICATION. Just so happens on the very day I requested a 4000.00 payout for the second time (this payout was rejected twice). The frustrating part is they do not tell you why your payout withdrawal is being rejected, they just put it back into your account, then you have to CONTACT them to find out why. Then you put it back in, wait the 72 hours AGAIN, and then it gets rejected AGAIN for another 4-5 business days for a random verification. There is no way to know that in 4-5 business days that they will find another reason my withdrawal will be rejected for the third time. And I had to contact THEM to find all this out. Can AskGamblers please help me with this? Thank you very much,

Posted on June 22, 2018.

Hello,

Thank you for reaching out to us.

We understand how it may be disconcerting to have to request your withdrawal several times, and we apologize for the inconvenience. We would also like to assure you that we are doing the best we can to expedite the process and get your withdrawal approved.

We would like to address the points in your complaint and provide a timeline of events. On the day your third withdrawal was approved, you had requested a new one of $4000. According to our processing timeframe, since you already had a withdrawal approved, your next request was processed on the 15th of June, 7 days from your latest approved request. At the time of processing, your request was declined because we were missing a document required for your payout, namely a front copy of a new card you had used since your latest approved withdrawal.
We received the front copy of the aforementioned card on the 17th of June, approved it, and subsequently added it to our player records. After that, you placed a new payout request on the same date. It was processed within the 72 hours timeframe, on the 20th of June, at which point you were introduced into the verification process. The verification process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions. This procedure can be performed up to twice per year per account.

We would like to reassure you that we do everything according to the rules, and we hold ourselves to the highest standards of fairness, irrelevant of the processes involved.

Should you require any additional information regarding your account, withdrawal, or verification process, please do not hesitate to contact us, we are at your disposal 24/7.

Kind regards,
The Spartan Slots teams

Basketbarb Ohio
Posted on June 24, 2018.

But I was never believed and I was even accused of "refusing" to send my documents. So I sent them often. Then I was asked to provide a "ticket" number. Even when providing a ticket number, I get told that the photo copy didn't make it into my email. Causing further delays. Then I get told that I can upload a photo copy of my card to my account with the casino. I am not able to do this, as I explained over and over. Either it is the size of my photo or my lack of being computer savvy. I am in my 60's and in ill health. I have tried so many times to get the newest card sent to the casino.
Another problem I have is that the RANDOM VERIFICATION process can take weeks. I was told on Live Chat that the casino can take as long as they want, and that there is so maximum days this can go on. And when requesting a payout, it can only stay as a request for 72 hours. So it gets put back into my account because the RANDOM verification goes on and on. So this can happen, according to live chat, for a very long time. See chat below.

Basketbarb Ohio
Posted on June 24, 2018.

When asking how long this Random verification can take this is the answer I get.

Basketbarb Ohio
Posted on June 24, 2018.

First I was told 4-5 business days for the RANDOM verification. Then I am told 7-10 business days. Then I am told there are no minimum or maximum days this verification can take. So next week. I will check again, and see if I can try my withdrawal request again. I am hoping maybe next week they can tell me where the verification is. So that I can get my request approved finally.

Posted on June 25, 2018.

Hello,

Thank you for getting back to us.

Please note that we have looked into it and found that you asked about the duration of the Verification process multiple times, multiple colleagues of ours from chat, and that the only 2 answers that you have received for this question is 4-5 business days or 7 days. Even though phrased differently, they are both correct, as 5 business days mean in fact 7 days, as in every week (7 days) there are 2 weekend days. Since we are unfortunately unable to process withdrawals during the weekend, please rest assured that your withdrawal will be reviewed again within the maximum 5 business days from the time of your latest request.

Please do not cancel it, leave it pending, and it will be reviewed as soon as possible. We will do everything in our power to speed up the process and we will definitely let you know the moment we have an update on the situation of your account.

In the meantime, we would like to thank you for your patience and let you know that we rest at your full disposal should you need help with anything else.

Kind regards,
The Spartan Slots team

Basketbarb Ohio
Posted on June 26, 2018.

I will be live it when I see it. This doesn't make me feel any better. When and how will I know if the casino ever received my documents on the newest credit card?

Posted on June 27, 2018.

Hello,

We have checked your account and, as informed on chat as well, all your documents are in order for the time being.
Please note that your withdrawal request has been approved today and that the funds should reach you as soon as possible.

Congratulations on your winnings and know that we are at your full disposal should you need help with anything at all.

Kind regards,
The Spartan Slots team

Basketbarb Ohio
Posted on June 27, 2018.

Again, I will believe it when I see it. As I probably won't play at the casino any longer, as I don't want the second Random Verification to happen to me.

AskGamblers
Posted on July 1, 2018.

Dear @Basketbarb,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Basketbarb Ohio
Posted on July 2, 2018.

No I still have not received my payout as of July 1.

Basketbarb Ohio
Posted on July 3, 2018.

I received my payout today. Thank you. I would like to close this complaint.

AskGamblers
Posted on July 3, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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