Complaint #104
Split Aces Casino
No winnings paid out still
6 years ago
Deposited £20 and completed all wagering from welcome bonus. Finished with €1100 approx but had to forfeit €900 approx of that due to the restrictions in the terms and conditions. Not an issue.
Followed all identification check procedures promptly after they were requested and also completed phone verification. Not an issue.
Took a week for me to be told that my withdrawal request had been approved. Not an issue.
My withdrawal request was approved on 23rd October. In said withdrawal request, I was told it could take up to 5 business days to complete. It is currently the evening of the 2nd November and I still do not have my payment.
I have frequently contacted the live chat asking what the situation is with no one able to give me answer other than 'it will be available soon'.
I have emailed the support team only to receive no response after 48 hours aside from an automated reply to tell me the email was received.
I have played fairly at this casino, adhered with the terms and conditions regarding fair play, accepted a forfeit of most of my winnings, supplied all required ID proofs when requested promptly, therefore I am bitterly disappointed to have received this kind of customer service in return.
Please respond with a reason for the extended delay and an exact time that I will be receiving my fairly earned winnings.
James.
Followed all identification check procedures promptly after they were requested and also completed phone verification. Not an issue.
Took a week for me to be told that my withdrawal request had been approved. Not an issue.
My withdrawal request was approved on 23rd October. In said withdrawal request, I was told it could take up to 5 business days to complete. It is currently the evening of the 2nd November and I still do not have my payment.
I have frequently contacted the live chat asking what the situation is with no one able to give me answer other than 'it will be available soon'.
I have emailed the support team only to receive no response after 48 hours aside from an automated reply to tell me the email was received.
I have played fairly at this casino, adhered with the terms and conditions regarding fair play, accepted a forfeit of most of my winnings, supplied all required ID proofs when requested promptly, therefore I am bitterly disappointed to have received this kind of customer service in return.
Please respond with a reason for the extended delay and an exact time that I will be receiving my fairly earned winnings.
James.
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