Complaint #86 Split Aces Casino

Delayed payment and no contact

By Elizabeth C.

6 years ago

Hi,

I made a deposit and played slots only. I ensured I wagered above and beyond requirements and still had winnings which I asked to withdraw 7 days ago. I was sent an email 6 days ago saying someone would be in touch to complete security checks but I have heard nothing. I tried emailing and the 24/7 help but after an initial ' hello how can we help?' I had no response. The withdrawal is for 1000 euro. What do I do next?

Thanks.

Disputed Casino Split Aces Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Split Aces Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Split Aces Casino

• Representative

6 years ago

Dear LACZIL

We appreciate you bringing this matter to our attention.

Please be advised that your winnings were audited and unfortunately your gameplay did not pass the verification process due to irregular play.

According to the terms and conditions of the casino:
16.3. "Irregular play" includes, inter alia:
Placing total bets equal to or greater than 30% of the value of the deposit currently in play.
https://www.splitacescasino.com/general-terms-conditions/?lang=en

We see that the source of winnings is deposit ID 474534 of €28.07 and deposit bonus ID 474541 of €112.27. Therefore, according to the terms and conditions you are not allowed to placed bets equal to or greater than €8.42.

Your gameplay shows that you made 115 bets of €10 and €12.50 on the games of Treasure Room NJP, Reels Of Wealth, Sugar Pop 2 and Tiger's Claw.

Please be advised that your winnings will be voided, and your deposit will be refunded.

Evidence to support our claims has been provided to AskGamblers for verification.

If you require further assistance, please do not hesitate to contact the Live Chat.

Kind regards

SplitAces Casino

Split Aces Casino Complaint Stats

Resolved 31 / 33

Avg. Amount $912

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Split Aces Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 28 out of 30 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Split Aces Casino Complaints

See all complaints for this casino

Delayed withdrawal of 100 euro

I put in a withdrawal around 29th February with split aces casino for €100 which isn’t a lot since I’ve put alot more than that in deposits which get deducted from my account quite quickly. I have been chatting to online live chat for 2 weeks now as I needed to send bank details again even though I did it before and now whenever I ask them when it’s it will be soon and using words like hopefully and should be as it’s unknown to them when it will arrive in my account! I just want my €100 is that bad to ask come on split aces do your job

Resolved

€100

Funds not paid

I made 1050 euro approved payment not received after over 2 weeks. When I ask customer services they are no help. They explain no pending payment. I have received payments from this casino before but this is the longest I have had to wait. Can you help .. I was a VIP user apparently, but this does not feel that way.

Resolved

€1,050

Withdrawal delays and issues

I requested a €1000 withdrawal over 2 weeks ago. Constantly use delay tactics and excuses not to pay out, have repeatedly asked for further documents from myself which I have submitted numerous times by both email and via direct chat but each time is met with further delays and obstacles. Have now told me that after 2 weeks of waiting they may have to begin withdrawal process from the beginning again. They have no intention of paying my winnings.

Resolved

€1,000

Delayed withdrawal of winnings

I have now been waiting close to three weeks for my withdrawal to appear in my bank account.

I won just over €2000 on the 29th November.

Having already passed verification - it has been 11 working days since I submitted the withdrawal but I've yet to see the winnings in my account.

Despite numerous reassurances from the team on Live Chat and via email that it has been processed - no one could give me a clear answer as to exactly when it was processed.

I look forward to a speedy resolution,

Andy

Resolved

€2,000

Withdrawal supposedly 'paid' but never received

I have won and withdrawn 500 euros. Sent verification which has all been accepted and was told my withdrawal had been sent and would take up to 5 days. I’m now on day 8 and when I ask they just keep telling me to wait or disconnect from the live help service. I have contacted my bank who have confirmed there is no payments pending. And the support staff just keep telling me there is nothing more to do but wait.

Resolved

€500

17 days and counting for withdrawal

I tried to post earlier and not sure if it came up.
I made my withdrawal 17 days ago,
It was approved last monday and was told it would take UP TO 5 working days. Now it's been 8 and their live chat hasnt got any sort of time frame for me. I'm puzzled as to how I've been told I'll have it last week and now they're not even certain if I'll have it this week.

Thanks in advance.

Resolved

€500