Spela Casino - Withheld withdrawal no communication or reasons why

Hi DANNY67,

Thank you for contacting us, and we are sorry to hear that you are experiencing delays with your withdrawal request.

Understanding your frustration, please let us point out that as a regulated casino we are obliged to carry out all the necessary security checks on our players and their requests. Unfortunately, this can sometimes take a bit longer than anticipated, especially in times of high level of player contacts, and we would like to apologize for any inconvenience this has caused.

We have forwarded your case to the relevant department. Once an update is provided we will contact you accordingly.

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

Regards,
Spela Casino Team

I fully understand that you have to do security checks and comply with legislation.

What makes no sense as a customer, is the complete lack of communication and clarity from Spela.

For instance, I made my withdrawal on the 19th December, it's now the 28th, not once have I received any communication regarding a delay or check on my account/withdrawal.

You have verified my address. Verified my account. Verified my documents. You even have proof of payment. So a little bit of clarity would be nice.

So please send me the relevant email to explain why you are withholding my withdrawal for 10 days now? Because currently I have no idea. "Security checks" is a bit vague.

If I do not receive my funds or a valid reason as to why you are holding my funds by January 5th, I will be taking the next steps and escalating this further.

Danny < surname removed >

Hi DANNY67,

Please be advised that our team are looking into your case and we are awaiting an update. Once an update is provided we will contact you accordingly.

Regards,
Spela Casino Team

Dear @Danny67,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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.

Morning AskGamblers Team,

I am currently waiting on an update from Spela. I still don't actually know the exact reason for the delay. Hopefully they will respond to my complaint and give some clarity thise week.

Regards
Danny

Hi DANNY67,

Kindly note we sent you an e-mail earlier today the 5th of January explaining in detail the status of your Account and Withdrawal accordingly.

Regards,
Spela Casino Team

Dear @Danny67,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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.

Good afternoon Askgamblers,

It seems Spela have voided all my winnings due to a breach if terms and conditions.

Apparently I fraudulently opened my account with a different email after I self excluded from one of their other sites. (I have a different email as my old one was compromised). Every other detail is the same. Names, address, DOB ect. This should have flagged up when the account was opened if that's the case

Genesis operate over 13 different casinos. It isn't obvious which ones they own when you open them.

They have come to the conclusion that I am a gambling addict (Not the case at all) and refused all my winnings (£2000) and a refund.

Spela, if I self excluded from one of your sister sites it was due to poor service. Not gambling issues.

Further more, if you find out someone has opened an account and they are In fact an addict, you should be refunding there deposits if your withholding their winnings.

It seems not only Spela are voiding funds but are also very immoral.

Spela please respond with your final conclusion so I can take the necessary legal channel.

Regards
Danny

Dear Spela Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

Hi DANNY 67 & Ask Gamblers,

Kindly note that we have forwarded the case to our payments team in order to process the Players Deposits. Once they provide an update we will inform you accordingly.

Regards,
Spela Casino Team

Still awaiting update from Spela payments team.

Regards
Danny

Hi DANNY 67 & Ask Gamblers,

Kindly note that Payment has been processed Earlier this morning. Kindly wait 3-5 working days in order for balance to reflect into your account accordingly.

Regards,
Spela Casino Team

Dear @Danny67,

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.

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.