Split Aces Casino - Withdrawal apparently sent but never received

Dear PULBOROUGH81

Thank you for bringing this matter to our attention.

We can confirm that your source of winning is a free round bonuses 8.45 EUR, therefore, according to the bonus terms and conditions , you are entitled to a maximum cashout of €100.
https:­//w­ww.s­pl­ita­ces­cas­ino.co­m/b­onu­s-t­erm­s-c­ond­iti­ons­/?l­ang=en#

We can confirm that the funds were paid.

Please be advised that depending on the nominated payment method, there is a high likelihood that the intermediary banks may charge fees to process the payment through them and you may receive a different amount from what the casino has paid.

Please update us if you received the funds.

Kind regards

SplitAces Casino

Dear @Pulborough81,

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.

No I deposited £20 gbp approx €22 , yes there were bonus funds ‘as well’ as my own funds added to the account, however when I made the withdrawal of €701 out of the €707 that was available it said there were bonus monies that had to be forfeited before proceeding and the casino DEDUCTED approx €6 that was not allowed in order for the withdrawal to go through. I know I’m right and I wish I had taken a screen shot! Also if your claiming the winnings were from bonus funds (not true) then by rights that means you owe me my €22 euro that I deposited then doesn’t it...so where did that go then huh If I didn’t win using that? Try and explain that one then...
As for the €100 my bank is saying you have NOT sent it!!

Here is the deposit that I WON with please see attached

And here is my withdrawal using MY money

Dear Split Aces Casino,

AskGamblers Complaints Team is kindly asking you to provide evidence/s where it is clearly visible that player's winnings were won from the free spins and not from the deposit that player made.

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 for your cooperation.

Dear PULBOROUGH81

Thank you for the update.

We have requested a review of your gameplay based on the information you have provided.

@AskGamblers we will provide the full game history along with the result of the audit requested on the account.

Kind regards

Split Aces Casino

Thanks , but I’m the meantime my current withdrawal has STILL not arrived SEVEN working days now since you say it was processed and paid, it was by bank transfer, you said maximum 5 working days for bank transfer. The whole process has taken 17 days so far, That’s over two weeks :(

Dear PULBOROUGH81

Your game history was re-looked at and it seems that you were in fact correct that the source of your winnings is a deposit of €22.78.

We sincerely apologise for this error and we have made it clear to management that even though this was a human error it could have been avoided.

Please be advised that the maximum winnings under the terms 13.6 will be x10 of your last deposit. Therefore, the correct winnings should have been €227.80.

https:­//w­ww.s­pl­ita­ces­cas­ino.co­m/g­ene­ral­-te­rms­-co­ndi­tio­ns/­?la­ng=en
13.6 If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount.

We have requested an immediate payment for the difference of €127.80 to your account.

Please update us if you receive the first payment of €100.

We thank you for your patience.

Kind regards

SplitAces Casino

That is a very strange rule indeed, however yes I can see it is on your terms and conditions
Thank you for looking into this and apologising.
When you say €127.80 is being paid into my account, you mean my bank account yes? Not casino account?
Still not received the first €100, are you sure you used my correct bank details that I sent? How much longer is it likely to take please?

Eight business days now, come on please this is ridiculous! Where’s my money???

Please confirm the €127.80 has been sent please? I have just received the first €100 finally Thanks

Dear @Pulborough81,

Please keep in mind that your last message has been removed due to the fact that huge parts of the text were written using Caps Lock. We hope you are in aware of the fact that using so intensely Caps Lock while writing online is considering as yelling and yelling is definitely not the expected attitude and behaviour we expect from those who are willing to use AGCCS /AskGamblers Casino Complaints Service/.

Make sure to read carefully and comply with all Complaints Guidelines from now on. https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

Sorry, it’s getting very hard to keep my cool with this casino. I will aim to try my best not to lose my temper and show it, I have been pushed to the limits these last few weeks

Many Thanks

Dear PULBOROUGH81

Thank you for your patience.

We apologise that this issue has not yet been fixed. We have sent the request for payment to the payment processor on the 7th of November 2019 for the €127.80 and unfortunately, it wasn't processed in a timely manner.

This issue has been rectified and payment request was processed. You will be updated once the payment was successful.

We must note that 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. These processing times are out of the casino's control.

Kind regards

Bronze Casino

Please don’t close yet, still waiting to see if the final €127.80 arrives as promised by casino

Dear PULBOROUGH81

Can you please update us if you have received the funds.

Kind regards

Split Aces Casino

Dear @Pulborough81,

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.

Hi all funds now received thank you

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.