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Split Aces Casino - Withdrawal supposedly 'paid' but never received

RESOLVED
Complaint Info
Disputed casino Split Aces Casino
Reason Delayed payment
Amount € 500
Posted on December 16, 2019

I have won and withdrawn 500 euros.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.

Posted on December 17, 2019

@SDONSON85

We appreciate you bringing this matter to our attention.

We can confirm that payment of your withdrawal request was successfully made to your nominated account on the 13th of December 2019.

Once the casino paid the withdrawals it goes through an intermediary bank(s) and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account.

Please be advised that these timelines and processing times are out of the casino's control, these are the financial institutions' timelines.

Thank you for your patience and update us once you receive the funds.

Kind regards

SplitAces Casino

Posted on December 18, 2019

I still have not received no winnings

Posted on December 19, 2019

@SDONSON85

We appreciate your patience in this matter.

If you do not receive the funds by tomorrow on your bank account, please visit the casino Live Chat to assist you with the payment trace.

Kind regards

SplitAces Casino

AskGamblers
Posted on December 23, 2019

Dear @Sdonson85,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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