Split Aces Casino - Delayed €5,000 withdrawal

This complaint has been reopened as per Split Aces Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Dear RAVEY123

We apologise for not responding to your issue in a timely manner.

We can confirm that you made a withdrawal request on the 19th of September 2019.

To expedite your withdrawal request, the casino management had split the payment of your winnings. The first instalment of €2500 was paid on the 23rd of September 2019 to your nominated method of payment and the rest of the funds were returned to your account balance. We see that you have played the balance and lost.

Further, you made another withdrawal for €2500 on the 26th of September 2019. The finance team have declined the withdrawal request and voided the winnings due to irregular play.

According to 16.3 of the terms and conditions of the casino “Placing total bets equal to or greater than 30% of the value of the deposit currently in play.” https:­//w­ww.s­pl­ita­ces­cas­ino.co­m/g­ene­ral­-te­rms­-co­ndi­tio­ns/­?la­ng=en

The deposit in played was deposit ID 445539 of €100, therefore, you are not allowed to make bets equal or over €30. Your gameplay shows that you made 955 overbets of €30 on the game Book of Sun Multichance. This is the reason why your 2nd withdrawal was voided.

We can confirm that the finance team have refunded your non-lost deposit of €100 and it was successfully refunded.

If you require further assistance, please let us know.

Kind regards

Split Aces Casino

Dear Split Aces Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­t@­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

Dear AskGamblers

Explanation and full history will be provided by email.

Kind regards

Split Aces Casino

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Split Aces Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.