Split Aces Casino - Withdrawal changed from 5000 euros to 1000 euros

Whilst playing on Split Aces I placed in the cash prizes for a tournament being run on their Book of Sun Multichance slot. As a result of taking part in this tournament my balance was €0 after using it all to place in the tournament.

After receiving my €500 cash reward I was able to raise this to a balance of €5000 which I requested a withdrawal for. This withdrawal was amended to be €1000 with a claim that VIP points were used to get the balance but it was all from the €500 cash prize. I've sent an email to the complaints team for Split Aces on November 25th with no response received to date.

@AskGamblers and valued customer

We appreciate you bringing this matter to our attention.

@GONZINO We will investigate your concerns and update this post accordingly.

Kind regards

SplitAces Casino

@GONZINO

Thank you for your patience.

Your account is currently being reviewed and we will update you once its finalised.

Kind regards

SplitAces Casino

@GONZINO

Thank you for your patience.

We received the update of the tournament from the game providers and we are happy to inform you that your voided winnings of €4,000 will be reinstated.

We hope this outcome is to your satisfaction.

If you have further questions, please do not hesitate to visit our Casino Live Chat.

Kind regards

SplitAces Casino

Dear @gonzino,

Please confirm if the issue has been resolved. 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.

I have received an email reinstating the remaining €4000 withdrawal. I am just waiting on receipt of the funds to close the complaint.

Dear GONZINO

Thanks for the update.

Please continue to communicate with the casino Live Chat for further queries.

Kind regards

SplitAces Casino

Dear @gonzino,

Please let us know if there's an update regarding your ongoing complaint. 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.

Dear AskGamblers

The latest update to this issue is that the casino has reinstated the player's winnings and requested the withdrawal on the 19th of December 2019. Unfortunately, the player cancelled the withdrawal and as of the 22nd of December 2019, there is no withdrawal active request.

If you require further information, please let us know.

Kind regards

SplitAces Casino

Dear @gonzino,

Please confirm if the issue has been resolved. 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.