Complaint #20 SpellWin Casino

Closed account with pending withdrawals

By SlottySlotsworth

1 day ago

Message on forum

I have just resolved a complaint with Spellwin which took around 80 days. Once my funds were received and the complaint closed they were sending me the usual emails to come play and offering deposit bonuses.

On July 3rd I took up the offer and deposited 200 euro along with a 3rd deposit bonus.... I lost the funds. I then deposited another 200 euro with a 4th deposit bonus...I lost the funds. I then deposited another 200 euro with a 5th deposit bonus....I turned it into around 3,300 euro after wagering playing slots. As the T&Cs state the max win is 5x your deposit that 3,300 euro in winnings became 1,000 euro.

I made two withdrawals of 500 euro each to my bank account.

Today I have received an email stating "your account has been closed due to the administrations decision".

I am logging this complaint as I can no longer access my account and do not know if they have just stolen 1,000 euro from me. I contacted Live Chat who could not provide an answer, just said my account is closed. I won that money fair and square. They didn't close my account when I lost the 600 euro I deposited, they closed it when I tried cashing out the 1,000 euro.

I think AskGamblers should seriously think twice about advertising this casino on your site. I have had nothing but problems with them from day 1. They previously employed delay tactics in paying out on my previous complaint and now have closed my account with pending withdrawals. A casino shutting a players account having won fairly should be a massive red flag.

Disputed Casino SpellWin Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

1 day ago

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.

SlottySlotsworth

• Ireland

1 day ago

When you closed my account I DID have pending withdrawals of 1000 euro. You gave NO indication that these funds were being paid out. You just sent an email saying my account had been closed. I asked chat to clarify and they said they couldn't see anything other than my account was closed. This is why I raised the complaint.

I can confirm the 1000 euro has been received since the complaint was raised.

This casino closed my account for no other reason than I fairly won money. Id implore AskGamblers to seriously consider the ethics of advertising and promoting a casino on their platform who treats customers the way I have been treated. A casino who employs dirty stalling tactics then shuts players accounts who have the fortune of actually winning. Disgraceful.

Anyway, you can close this complaint. I have many negative reviews about Spellwin to post on other sites.

AskGamblers

• Support Team

1 day ago

Dear @SlottySlotsworth,

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.

SpellWin Casino

• Representative

1 day ago

Dear AskGamblers Team,

We would like to clarify that several statements made by the player are factually incorrect.

Our records confirm that the player has no remaining balance and no pending withdrawal requests. All eligible withdrawals have been processed in accordance with our Terms & Conditions and within the applicable processing timeframes.

The player’s account was closed only after all financial obligations had been fulfilled and the balance had reached zero, following an administrative decision in line with our internal policies.

Therefore, the claim that funds were withheld or that the account was closed with pending withdrawals is inaccurate. We are ready to provide supporting evidence to AskGamblers if required.

Kind regards,
SpellWin Casino Team

SpellWin Casino Complaint Stats

Resolved 13 / 13

Avg. Amount $1,701

Avg. Complaint Duration 11 days

Avg. Response Time 1 day

SpellWin Casino Complaints

See all complaints for this casino

Spellwin did not credit the correct bonus and are refusing to do so

I deposited 300 euros and selected the 120% wednesday bonus. The casino seemed to add a 75 euro bonus which I cancelled.

I emailed and went on chat (NOT PLAYING WITH THE DEPOSIT AMOUNT) as the Ts&Cs state if the correct bonus does not add a player should go on chat.

I kept getting told I had claimed a 250% bonus. Which I hadn't. I uploaded the screenshots showing my deposit page with the bonus I had selected (attached here). Both chat and email support refused this and said there system said I had claimed a 75 euro bonus. Again, not true. But as I pointed out I hadn't touched my deposit amount so it would not take much to add the correct bonus.

Casino wouldn't budge.

I would like the correct bonus added or will withdraw my deposit and close my account as I quite sick of all the issues with this caisno.

Resolved

Winning Bet from roulette did not credit balance

Hello,

I was playing live roulette with pragmatic. This was going fine.

I then switched to play computer roulette my bet was €205. The game crashed. I managed to get it to reload some time late and it said 'unfinished round'. I clicked replay and it spun showing I won €200. The game again said 'Lost connection'. It then didn't reload and when I managed ot get it to reload about 30 minutes late there was no unfinished round and the winnings hadn't been credited to my balance.

I alerted support and they said it had been passed to the relevant department, however I have heard nothing and don't seem to be getting anywhere chasing.

Please can you help mediate.

I have attached the bet in question

Resolved

€200

2 withdrawals pending over 3 weeks

Hi there, I have 2 delayed withdrawals pending over 3 weeks now, 1 withdrawal for $750 and another $691!! This is really ridiculous contact kyc by email, they keep saying same thing funds will be processed on the nearest time!! This is really unacceptable!!! I've been playing here for a while and spent thousands. Usually, they process withdrawals really slow atlleast 1 withdrawal a week! Now they are extra slow, not even 1 withdrawal process in a week!!

Resolved

$2,492

Casino Withholding Payment Since The 15th March

Good afternoon.

I hope you are well.

I have three withdrawals pending with Spellwin; one from the 14th April, another from the 16th April and another from the 23rd April, totalling €1500.
I have a further €3818.08 awaiting withdrawal on the account (you are only allowed 3 pending withdrawals of a maximum of €500 each).

Meaning in total there is €5318.08 outstanding.

The account is fully verified and I have had numerous previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€5,318

Withheld withdrawals

I joined Spellwin on April 10th, depositing 200 euro and receiving a bonus. I believe I spun that balance up to around 6k and hit wagering. When the wagering was hit they removed the excess and dropped my balance to 2k. All of that was fine as it was in the terms and conditions. No issue there.

I continued to play with my balance and spun it up to 7k. I fully verified my account on April 12th, all good.

April 12th - I placed my first three 500 euro withdrawals to my bank account. Their terms and conditions say "6.6. All withdrawal requests are processed within three (3) banking days". The 3 banking days came and went with no sign of payment and my withdrawal remained "pending".

April 16th - I contacted the online chat asking for an update, they responded "I will escalate this to our dedicated team; this will surely hasten the process."

April 17th - I contacted the online chat again asking for an update, they responded "Unfortunately, we have not received any updates from the Team yet.....I deeply regret that you have faced such a delay. I would like to assure you that we are doing our best to speed up this process for you, so the funds will be checked and released in the shortest time"

April 19th - I emailed support and received a generic response stating it was forwarded to the relevant team. No further update ever received.

April 21st - I contacted the online chat again asking for an update, they responded "Regrettably, there are no updates regarding your case at this time, as we are still expecting an update from the relevant team. As soon as any update becomes available, we will notify you immediately"

April 22nd - I contacted the online chat again asking for an update, they responded "Our team is currently reviewing your requests. I have already forwarded your request to our finance team so that they can try to expedite this process as much as possible. Please wait."

April 23rd - Finally received the first 500 euro withdrawal to my bank account 13 days after placing the withdrawal and placed another withdrawal for 500 euro.

April 25th - Emailed support again asking for updates on my other two withdrawals pending from April 12th and their response was "Your withdrawal requests are currently active and being processed. Our team is doing its best to complete it as soon as possible, and we kindly ask for your patience."

This was my last correspondence. I am a level 9 player and their terms and conditions state I should be able to withdraw 1500 a day, 3000 per week, 10,000 per month.

I have managed to get just 500 euro since April 12th. I have 6,500 waiting to withdraw and at their current pace it might take 6 months.

Id appreciate any assistance you may be able to provide me in resolving this matter. Its extremely frustrating.

Resolved

€7,500

Withdrawal pending 9 plus days

Fully verified for almost a year. Multiple deposits and withdrawals are no issue.

Current withdrawal has been pending for 9 days. Have been told they expect it to be released next week. That will be over 14 days.

Withdrawals have always been slow (5 days), but this is unacceptable, and it's against their terms.

I've attached screenshots. Unfortunately, I see this is happening to other players also. Which is a shame, as I like the site.

Resolved

€500

SpellWin Casino Withholding Payment Since The 22nd January

Good afternoon.

I hope you are well.

I have two withdrawal pending with Spellwin, one from the 22nd January, and the other from the 24th.

The total amount outstanding is €938.

The account is fully verified and I have had numerous previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€938

Withholding Payment Since The 2nd January

Good afternoon.

I hope you are well.

I have two withdrawal pendings with Spellwin, one from the 2nd January, and the other from the 4th.

The total amount outstanding is €791.

The account is fully verified and I have had numerous previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€791

Withdrawal late from casino

I want to complain about spellwin online casino. I ask for a withdrawal (500€) at 27/11 time 13.24 and everyday they tell me that is delay due banking laws or they transfer my complain to their financial department and they don't know exactly when they will proceed. Also they told me that sometimes take more than 3 working days and many other excesses to laugh with me.

I told them that I will complain to your site and every other site that i know that allow to me to complain and the please me to wait few days more.

Resolved

€500

Spellwin Casino Withholding Payment Since 21st October

Good afternoon.

I hope you are well.

I have a withdrawal pending with Spellwin since the 21st October.

The total amount outstanding is €500.

The account is fully verified and I have had previous withdrawals.

I have followed this up by email, only to be fobbed off with 'We're working on your withdrawal' etc.

I have made a formal complaint, yet I have still not received anything.

I have attached screenshots showing all of the above.

I would very much appreciate your assistance with this matter.

Should you require anything more from me, please don't hesitate to ask.

Thank you.

Resolved

€500