Spela Casino - Withdrawal not processed - Complaint Resolved

Willow1403

On May 10th I signed up with Spela, and accepted a welcome bonus. I deposited £100 and received a bonus of £100. I played, and won just over £800. The bonus was wagered the full amount requested to convert to cash.
I submitted a withdrawal, and received an email asking for verification on May 11th. I sent in the requested documents on May 12th.
Since then I have heard nothing from Spela. I have been on live chat several times. The first time they assured me that everything I sent it was as expected and I would hear from the verification team shortly. I have since been told that my case has been escalated, but again nothing has come from this.
Today I used live chat again to ask where my money was, but the agent wouldn’t give me any details and told me someone would contact me and my case had been escalated. He then cut me off.
I have tried to ask if my documents are as needed since, but no one will confirm either way.
I’m more than happy to give what they need but feel waiting for over two months with no contact from them is too long.

AskGamblers

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.

Spela Casino

Hello WILLOW1403,

thank you for your patience.

Please note that we checked your account and we can see that your withdrawal has been correctly paid out on the 5/8/2020.

If you are still having any issues, please do not hesitate to contact us and we will be more than happy to assist you further.

Regards,

Spela Team

AskGamblers

Dear @Willow1403,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Willow1403

Hello,
Yes, as above, my withdrawal has been processed.
It took three months and many sessions on live chat!

AskGamblers

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.

Spela Casino - Withdrawal not processed

Complaint Info

Disputed casino

Reason

Amount

£ 800

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