Complaint #10 Split Aces Casino

Withdrawal approved, then asking again for my documents and stalling payment

By Maaike M.

8 years ago

25/8 I made my first deposit at split aces casino... in a day I lost almost €900,- stupid and bad luck! But the only one to blame is myself!

27/8 I've received a mail from Alex support split aces casino that I have a money on my account so I decided to take a look and received a bonus of €200,- the wagering was 40x or even 50x and it looks impossible but with noting to lose I give it a spin...

Lucky enough I hit big and the wagering amount was getting smaller and smaller... i tried to widrawal money but I got a screen with the amount of "money" I had to play before I can withdrawal it... eventually I have 1600 real money on my account and decided to withdrawal it.

30/8 I got a mail that my withdrawal is pending and the might need some document, so I waited for the mail asking my documents, I did get it the same day from finance... so I sent all my documents to them...

On 3/9 I got a mail from Alex from support with his congratulations that my withdrawal is approved... I think it was taking a bit long but I'm a regular player at casino's, so nothing strange yet.

The same day 3/9 I've received onother mail from finance with the same question asking about my documents again...so I replied with my documents again..

I thought this is a littlebit strange so I sent a mail to Alex from support asking him why I got my withdrawal approved and got onother mail from finance asking for my documents again... and sent my documents and a screenshot to him too...

I'm not getting a answer so I decided to open the 24/7 chat and spoke with Jordan-vip, he advised me to sent my documents again to support@splitaces.com and I did. (4th time now that I sent my documents)

Later that day I got answer from Alex from support...asking me to sent my documents again but by separate mails with 1 document at the time... I did do this and waited again for answers...

2 days later 7/9 I mailed Alex again with the question or he gets my documents and I get no answer... so I opend again the 24/7 chat and asking them the same question... they told me that they could see that alex from support sent my documents to finance.

Until now I heard nothing from anyone anymore!? Very strange and I'm hoping that you, askgamblers, can help me with this. I have screenshots and the mails for prove if you want!

Best regards,

Maria.

Disputed Casino Split Aces Casino

Reason Verification issues

Amount €1600

Discussion

AskGamblers

• Support Team

8 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.

Memam

• Netherlands

8 years ago

Yeah!
Just got the winnings on my bank account...

If it's coincidence or not, I'm happy that I post a complaint here...and pleased to tell that this issue is solved!

Many thanks!

Regards Maria.

Memam

• Netherlands

8 years ago

Later yesterday I received a mail from finance that my withdrawal is approved...so now I'm waiting when it hits my bank account....

Memam

• Netherlands

8 years ago

Got mail from finance today that my documents have passed verification and we're accepted...
But my withdrawal is still pending, I will let you know when it hits my bank account!

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