What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Spela Casino - Fobbed off by live chat and no reply to email

RESOLVED
Complaint Info
Disputed casino Spela Casino
Reason Delayed payment
Amount £ 7190
mwburn United Kingdom
Posted on April 15, 2020

Hi, I signed up with Spela casino on the 23rd March 2020. I managed to win with a big hit on roulette with my cash deposit. In the end I withdrew £7190.20 forfeiting the bonus that i'd taken. The next day my account got locked! I had an email asking for KYC documents- I find that strange as the guidelines are not to do this when a withdrawal goes in. They also asked for hand written notes and selfies much like the other complaints listed on here. That was a right pain to do when stuck in lock down on your own but I got there in the end.
I sent all documents on the 28th March. I heard nothing by the 7th April so chased them up on live chat only to be told they hadn't even looked at my documents I'd emailed. I gave them a bit of stick and they said they'd email me once done.
I sent an email on the 12th asking what was going on and they have not replied.
Another week had gone by since my live chat last week and no sign of my money and my account is STILL locked. I tried live chat again only to be told exactly the same thing.
It's been 17 days since I sent in my KYC and Spela are yet to even open the email. I find this truly disgraceful and it's pointless even complaining to them as they'll just ignore my email.
Ultimately Spela need to get my documents verified ASAP and my withdrawal processed. This so called verification team can't be on holiday... nobody is at the minutes... so I've no idea what they're doing. I think they have exceeded what you would class as a reasonable amount of time to do the admin and need to cough up. Please help me get my money. Cheers.

AskGamblers
Posted on April 15, 2020

Dear @mwburn,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

mwburn United Kingdom
Posted on April 15, 2020

Hi, not sure where I was meant to type the figure I withdrew from Spela but it's mentioned in line 2- I withdrew £7190.20 on the 23rd March and yet to see this money.

Posted on April 17, 2020

Hello MWBURN,

thank you for your patience.

Please note that we checked your account and we can see that your withdrawals were correctly approved today.

Bear in mind that the funds can take up to 5 working days to reach you, but if you need any further assistance or I'll have any issues after these days have passed, do not hesitate to contact us.

Also, kindly note that the company decided to close definitely your account as per our Terms and Conditions 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.

Do not hesitate to contact for any further info needed.

Regards,
Spela.com

mwburn United Kingdom
Posted on April 20, 2020

Yes, the money landed early this morning. Thank you for finally paying out.
This can be closed.
Nice to see i'm now banned for simply winning! Clearly sore losers.

AskGamblers
Posted on April 20, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy