My account verified with a missing withdrawal and no response from the casino

Hey,

So on the 28/29 of July 2022, I requested a $2000 withdrawal from Spela. I won this from a cash back bonus which I wagered correctly. I have a record as proof.

I only withdrew $2000 as that is the max you can withdraw from a cashback bonus.

After waiting 2 days I contacted the chat to see where the funds are, I was told to wait and that I will get an email once it has been reviewed. I waited another day and checked my pending withdrawal status had disappeared so I contacted the chat. I was then told that there was an error on their end and it was sent but something happened so it never arrived and I should make another withdrawal and that the funds will go back into my account. I made another withdrawal as I had more funds from the win I had with the cashback bonus so that was fine.

After making the withdrawal like they asked I also told them that I had requested another withdrawal as their request was to let them know so they could escalate it to be processed faster. 2-3 days have gone by since then. 5 days all up since my first initial withdrawal and I have noticed now that my second withdrawal isn’t in the pending section and shows that it has also been declined in my withdrawal transactions and this has also not been resolved and put back into my account with the initial $2000 withdrawal. So overall no withdrawal has been processed (even though I can only withdraw $2000 due to the cap) and no funds have gone back into my account.

I have contacted the chat and emailed for help every day since my first withdrawal as I had a feeling something was off and after my second withdrawal and it happening again with no answers. No emails like they have said and no information regarding any reviews I have come here to find help. I have been told by 2 VIP managers that it’s been escalated and will be processed fast due to the first issue. I have also been told by 3 different chat support that they have also escalated it and have contacted the financial team and I have been told the same thing each time which is to wait and that it’s behind the review. This is worrying as I’m unsure how they can review a withdrawal request that isn’t even pending and has been straight declined for no apparent reason and I am getting no answers or help.

Please help me

I made a withdrawal on 19th December. Via PayPal for £2000. I made sure my account was verified at this point. I have the email to confirm it is in fact verified

Now December 23rd and still nothing. No communication at all from Spela. I understand there are regulations but you should be keeping your customers notified.

Right now, you are holding £2000 of my winnings, but with no reason for it.

Live chat just says we will escalate this to the relevant department. Their phone line is just an answering machine that says we can't take your call.

I enjoy playing here. And have spent a lot of money. But this is very poor service.

Spela casino is not sending me the winnings, made withdrawal request 5th December, sent missing proof of address next day, received email all documents accepted and withdrawal would be processed ( 9th December) account now blocked and can’t contact via live chat or on the UK phone number, I did not take a bonus when I message them on the contact form it just sends me an automated email 2 days later that someone will be in touch. This is happened after months of depositing thousands and it’s only a small withdrawal of approx 370£ uk pounds.

I did a deposit at spela on 6th December of 1316kr.

Its my first time playing there in a year. The money was withdrawn from my bank account but it has still not be credited to my players account. I have been in touch with trustly and they can see that my money has arrived at spela but they still don't want to credit my account. The chat wont help me, they just saying that i have to wait for email from the relevant department and it Will be solve soon. Soon for me are Max 2 days, its been a week now. I have tried to email 15 times and not once have they answer me. Its starting to get very frustrating and i just want the money either to be sent back or that I receive them on my players account.

I have never had any problems with deposits before and after this i have read about the casino, and its not the first time this happens. Please help me so this can be solved ASAP!

I deposited 2800 inr in Spela casino on 1 nov 2021 but still my deposit not updated. I already sent them to my deposit proof them but they not update my fund till now when I chat their customer support they not given answer properly. Pls take strict action against this type of casino they are not serious about their customer money. Pls find my attached proof and kindly update my deposit .

Hi AG,

I'll start with what I'm looking for: I want to close my Spela account and to be paid my balance of CAD $1,820.

Please see attached correspondence between myself and various Spela personnel (mostly with "Neil", a VIP manager).

I made two deposits on October 18 (one for $800 and one for $2,000). There were no bonuses involved; raw cash only.

I am unable to submit a withdrawal request via their site because my account functionality is restricted.

I passed their KYC process, as confirmed by one of the attached emails. I completed their SOW questionnaire. I provided payslips and bank statements showing those funds going into my personal account.

Now, Spela is refusing to pay my balance because I will not provide *unredacted* bank statements (for them to confirm "affordability"). This is despite my being told explicitly that I was allowed to redact anything I wanted, except for the deposits related to my payslips.

My understanding of MGA regulations is that unless they have suspicion of AML violations -- which they must report to the authorities -- any request by a customer to close their account and be paid their balance must be honoured.

Section 5.4 of their T&C's, which their rep Neil refers to in his email, says nothing about "affordability". Of course, it's ludicrous to deny paying someone their money on grounds of affordability anyway. Simply refuse me further deposits/play!

I hope I've been clear in my explanation, and I very much appreciate your assistance. I'm happy to provide additional info.

Hopefully I won't need to escalate this further.

Thank you!

Hi, I've been trying to get my account verified for 9 days now without any success, which also means I cant withdraw my £1500 winnings, which leaves me no choice but to get askgamblers.com to get involved to try and resolve this.

It's never taking this long to get verified in any other casino and feels like a stalling tactic and not the way a good casino treats its customers.

Hopefully, this will get resolved thank you very much

<full name removed>

Hello AskGamblers,

I am seeking assistance with a delayed payment from Spela Casino.

I joined the site 3rd November 2020, (9 months ago), became fully verified on the 19th November - (Please see attached picture confirming this.) PIC 1

Subsequently I had a win and made my withdrawal of £6,546.50 on the 26th November 2020. (Please see attached picture confirming this) PIC 2

I then chased the withdrawal on the 7th December, 8th January, 14th January, and resent all documents AGAIN including proof of payment on the 18th January.

Over 5 emails were sent before I finally received a response on the 9th January from support (Please see attached picture - stating the account was under a security check). PIC 3

I then received another email on 17th April suggesting the stipulated time given for verification had passed and they would escalate (Please see picture attached) - No response about this since. PIC 4

Next email July 7th suggesting there is no update on the account from Spela support.

Next email from them 15th July - suggesting they are still missing the bank card which has been uploaded a total of 5 times previously.

Last email received 22nd July - Proof of payment being verified still.

As you can tell this has been going on for far too long, I have been told 3 times my account is verified and they are still finding reasons not to pay.

Please help.

Megan

I requested a withdrawal on 20th July which stated you do not need to submit any document unless Spela state which they did not. I had also closed my account after not hearing anything for a couple of days. I emailed them and was advised someone would contact me a standard email at the bottom stated to send documents, so I did send proof of address and driving licence. I have tried contacting them via telephone nobody is available I tried chat however it is not a live chat so pointless.