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Spela Casino - Locked my account when I requested a £1,670 withdrawal

GELÖST
Beschwerde-Info
Unseriöses Casino Spela Spielothek
Grund Verzögerte Auszahlung
Betrag £ 1670
Veröffentlicht am 8. Februar 2021

I put withdrawal on the 27th of Jan for £1685 put they took 15 away for a fee so it was £1670. I got the email to saying the withdrawal was pending all fine as normal and they would contact me if they need any details etc which is all fine.

Few days when pass and i try to log into my account to check it and it was locked, and had got 0 emails about my withdrawal. i ask about this and got email saying this:

your account is among others currently selected to undergo a routine account review. This is nothing to be worried about and is used to help us improve our systems. Unfortunately due to the in depth nature of the review we cannot currently provide you with a time frame as to when it will be completed


Now i ask about withdrawal after this and even offer to send doc in to help, but they told me it was different department. They told me i had to wait for this team to this routine account review. So i waited some more days and not heard anything back, i email them now few more times but getting no response.

Now i don't think it fair i have to wait for them to improve there system to get my money. There were quick enough to take my money but not pay it out. I'm making this complaint as i got no where else to turn. I enjoy playing the site but if there not paying out what is the point.

Veröffentlicht am 11. Februar 2021

Hi DWAG58,

Thank you for contacting us, and we are sorry to hear that you have experienced these issues with your casino account.

Understanding your frustration, please let us point out that as a regulated casino, we are obliged to carry out all the necessary verification checks on our players, which can sometimes include random secutiry checks. We have been in contact with the relevant department with regards to your account, and they have informed us that documents were requested this morning.

An email was sent to you explaining what the required documents are. Once these documents are received and approved, we can then proceed with reviewing your withdrawal request. Please send these documents at your earliest convenience, and as soon as there are any updates rest assured that you will be contacted via e-mail straight away.

Should you have any questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Spela Casino Team

Veröffentlicht am 12. Februar 2021

I have sent in the docs which was madness never had to send it so much stuff in my life.

Veröffentlicht am 15. Februar 2021

Hi DWAG58,

We have been in contact with the relevant department and they have informed us that the security checks have been completed and your withdrawal is set to be released by the end of today. Thank you for your cooperation, and apologies for any inconvenience caused.

Given that your withdrawal is a credit card withdrawal, please allow up to 3 working days for the funds to arrive to your account.

Should you have any further questions, please do not hesitate to contact us, we would be more than happy to assist!

Kind Regards,

Spela Casino Team

AskGamblers
Veröffentlicht am 19. Februar 2021

Dear @dwag58,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Spela Spielothek Beschwerden

  • 38 von 39 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 5 Tagen Durchschn. Lebensdauer
  • 2,808 USD Durchschn. Betrag

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