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Spela Casino- Not processing my withdrawal and not responding to my emails

UNRESOLVED

Complaint Info

Disputed casino

Spela Casino

Amount

£ 370

charlie125125 United Kingdom Message
Posted on December 14, 2021

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.

Posted on December 17, 2021

Hi CHARLIE125125,

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.

We have escalated your case to relevant department, once an update is provided we will inform you accordingly.

Regards,
Spela Casino Team

charlie125125 United Kingdom Message
Posted on December 17, 2021

they are just using delay tack tics. Realy unfair how i am being treated by this casino.

Posted on December 21, 2021

Hi CHARLIE125125,

We are awaiting an update from the team handling your case. Once an update is provided we will contact you accordingly.

Regards,
Spela Casino Team

charlie125125 United Kingdom Message
Posted on December 21, 2021

I hope everybody reading this can see their delay tack tics, they do everything they can not to pay you your money.

charlie125125 United Kingdom Message
Posted on December 21, 2021

After reaching out to the MGA they advised me to go to pardee consulta which i have now done. please mark the thread as unresolved and allow the governing body to look into it. the other option i had was with resolver the ukgc advised adr agency but spela is not registered with them for other people having issues with spela i have taken steps to get them registered with resolver. If this case is unresolved via paradee consulta i will be filling a case with the court in malta so watch this space.

AskGamblers
Posted on December 21, 2021

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.