I have struggled with a gambling addiction for several years and have been suspended for several years with "Spelpaus" but now that I felt it was on the road to recovery. I became a member of Spela and was verified by bank-id. I lost a few thousand Swedish kronor and deposited 2000 sek more and when I was going to log to my account, I was suspended and could not log in. I emailed the customer service and received the answer:
"You have requested self-exclusion for your other casino accounts at our sister casinos in Genesis Global Limited, which is why this is also automatically blocked. The system shouldn’t have allowed you to make a deposit, but unfortunately for some unclear reason, it did.
Please note, this account is now also self-excluded.
I have also escalated the refund of the money to the right department and they will contact you as soon as possible!
Sorry for the incident, and thank you for your patience."
Spela does not have the right to receive my money but now I do not get it back. This was 10 days ago and according to Swedish law, the Casino must pay back my funds within 5 working days if I am disconnected from their network. Have written several times and asked how it goes but only get the answer that "they are working on it" and that I have to be patient.
Attach a screenshot of the answer I received.
Ask Gamblers, can you help me?