Complaint #14
SpellWin Casino
Withheld withdrawals
1 month ago
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.
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.
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