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Split Aces Casino - Delaying withdrawal and no visa payment

UNRESOLVED
Complaint Info
Disputed casino Split Aces Casino
Reason Verification issues
Peterharkin92 United Kingdom Message
Posted on September 10, 2018

I have been trying collect my winnings for over a month, 1st of August is when I got the first email saying that I need to send verification proofs. I did so straight away and sent them everything they has asked for. After one week of hearing nothing I was told that my withdrawal would be returned to my account if I didn't send proofs. (Which I did twice). None of my emails had been responded to and I had to go on live chat with agents to ask them info. I had to send them then to a different email adress. Again no answer. It was only until I pleaded an agent to phone me to resolve it and I asked him to stay online until they received my proofs. They did. First time it was rejected. They said unclear pictures which was completely untrue but nevertheless I took new ones and sent them again. Same thing happened again. Proofs got lost. Had to call an agent and send them to her so she could pass them on. Now I have contacted live support at least 50 times to sort this. They finally approved my proofs. But then completely out of the blue they start asking for more. They wanted proof of bank account and bank account confirmation, because they are having technical difficultys with visa payments and can only bank transfer. Not once was I made aware of this when sending original proofs! sent them the new information. Still no reply. Over a week had passed and no reply again I was just so fed up contacting them I almost just gave up. That was 30th August I sent them to two different emails, both not picked up. I am only off the phone with a support agent who said he received it there tonight( as I obviously had to send it again)and forwarded them to the finance department. I have put at least 10+ hours into trying to sort out this issue and warn anyone to stay away from this totally incompetent casino. I submitted a compliant to the company as well and they replyed called me the wrong name!

AskGamblers
Posted on September 10, 2018

Dear @Peterharkin92,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

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