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Spela Casino - 48 Days delayed payment

RESOLVED
Complaint Info
Disputed casino Spela Casino
Reason Delayed payment
Amount $ 3327.2
Posted on May 8, 2020

Evening,

On 18/03 I signed up to Spela casino, I deposited 200 and got very lucky then proceeded to withdraw 3327.20 on the same date.

Per my first attachment, on 20/03 I received a documents request for my ID, proof of payment and proof of address. These were sent to [email protected] on the same date.

Per my second attachment, on 20/03 they also requested selfie verification photos. I sent these on 20/03 also. After 22 days with no response I resent them on 12/04 and again on 15/04 and 22/04.

I sent a complaint to [email protected] on 25/04, after going on live chat and confirming that my documents were received on 20/03. See attachment 3 and 4.

On 27/04 after 38 days I finally received a response, see attachment 5, my card photo wasn’t up to their standard, 38 days to tell me this. I sent these new updated requested photos back on 29/04.

Now on 07/05 I have heard nothing back from Spela, this delayed verification and payment has now taken a total of 48 days with me sending all requested documents within 3 days.

AskGamblers
Posted on May 27, 2020

Dear all,

This complaint has been reopened as per Spela 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.

Posted on May 27, 2020

Hello RUARBA870,

thank you for your patience.

Please note that we checked your account and we confirm that the pending withdrawal was correctly approved on the 11th of May 2020.

Also, kindly note that your account will remain closed, please refer to our Terms and Conditions accepted by yourself upon registration, clause 14.3: The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.

We hope this clarifies everything, anyway please do not hesitate to contact us for any further information.

Regards,
Spela Team

AskGamblers
Posted on May 27, 2020

Dear @ruarba870,

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.

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