Complaint #28 Split Aces Casino

Still no sign from my $250 payment despite confirmation emails

By RudiWW

7 years ago

After my requested payment of 250 euros, I have sent all the necessary documents to the casino. On September 16, the payout was confirmed in writing. After a few days later I still could not find any receipt of the payment I tried to get information about the live chat why the confirmed payout is not yet credited. Then I shared the live chat with it would be needed more documents the documents I had already sent by mail but ok I have then done the procedure again, now I was confirmed that the payment would soon arrive at my place. Instead of the desired payout, I received on 26 September again a mail in which was confirmed that the payment is processed and the money is dependent. Oddly enough, instead of receiving the payout on October 3, I received a renewed confirmation of my payout. All three confirmations involved the required payout of $ 250 and every email confirmed that my money was on the way. My emails to the support are currently no longer answered.

Disputed Casino Split Aces Casino

Reason Delayed payment

Amount $250

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

RudiWW

• Germany

7 years ago

I received the payment today, so everything is fine.

AskGamblers

• Support Team

7 years ago

Dear @RudiWW,

AskGamblers Complaints Team have been informed by Split Aces Casino management that your payment was already processed. Please confirm so that we could close this case accordingly. Please keep in mind that in case you fail to provide feedback within the given 96-hours time frame available for response we will consider your complaint as resolved and it will be closed accordingly.

Thank you for your cooperation.

RudiWW

• Germany

7 years ago

So somehow the thing is not fun anymore, opened a Skrill account at the request of the casino, then came the confirmation of the payout via casinomail and then again the reference it did not work. Then a very friendly employee contacted me over the phone and after some requests I also opened a Neteller account because that would work 100% according to the statement of the employee. Yesterday even received a mail from the employee by telling me that it finally works, the transfer would have been carried out. With today's mail I get again the hint that it did not work. You need new data from another account, I have sent you my main account data with all the necessary information such as Iban, Swift, etc and a bank statement attached to the address and all other relevant data. So the wait goes on unfortunately, hope that the thing is done sometime.

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