Complaint #56 Split Aces Casino

Withdrawal not received

By Flavius B.

7 years ago

I withdraw €1021 and didint clear.i stay 5 days for documents verification and after all checked and I pass verification my withdraw been processed for another 5days and I been contacted by emai by acesplitcasino and they say that withdraw was processed seccesfully and that payment will be received in another 5 bussiness days.i totally a lie.money delayed and no received yet

Disputed Casino Split Aces Casino

Reason Delayed payment

Amount €1021

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been informed by the player via email that their complaint has been successfully resolved.

The case is being officially closed now.

AskGamblers

• Support Team

7 years ago

Dear @Flavyus17,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Split Aces Casino

• Representative

7 years ago

Dear FLAVYUS17,

Thank you for bringing this matter to our attention.

We have investigated your concerns and we see that you have requested a withdrawal of 750 Euro on the 23rd of March 2019. The next day, the Casino requested full documents to be provided.

On the 25th of March, the casino has not received all the requested documents and reminded you to provide the missing documents including the Bank Statement. The Casino finally received the documents on the 27th of March 2019.

In addition upon investigation, we have seen that you have cancelled your pending withdrawal on the 27th of March 2019. When a withdrawal is changed at the request of the player, this can delay the withdrawal as the finance team must reassess the changes to the account and subsequent withdrawal.

Please be advised that your withdrawal was paid today. As a guide you will receive your funds according to the financial institutions’ regular processing time which can take up between 5 to 10 business days.

We thank you for your patience. Please let us know when you received the funds.

Kind regards

SPLIT ACES 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