Split Aces Casino - Withdrawal payment issue

Good morning,
Thanks for bringing this to our attention and we are looking into it.
We will be in touch shortly.
Kind regards
Split Aces Support

Hello SIDSAXENA,

Thank for bringing this matter to our attention.

We see you made a withdrawal on the 7th of January 2019 and the finance team requested documents from you on the 8th and 9th of January.

On the 13th of January, we informed you that documents were invalid due to them being incorrectly signed. We finally received your documents required to make the payment, on the 22nd of January 2019.

Unfortunately, the finance were unable to make the payment to the original requested payment method and finance requested additional documents on the 23rd of January.

The Casino has not received the requested documents and therefore cannot process the winnings.

Please send the finance team the following documents, so that we can make the payment.

Documents required:

- Bank Statement
- Bank Statement Confirmation

If you need any assistance please do not hesitate to request a chat with a VIP Manager.

Regards


SplitAces Casino

I have already sent all the required docs and bank details yesterday. Your customer advisor Brian confirmed the receipt. Please advise the timeframe for the payment. Thanks

Dear Mr VIP Manager,

I am writing in regards to your above comment. All bank details and recent bank statement was sent on 23/01/19 to your finance department. I can't attach email to this forum due to data protection, however, if you provide me your contact details I can send you the proof that the details were sent on 23/01/2019.

I am disappointed to see when you said that you still haven't received any details and this is not the first time that I had to send your finance dept reminders about my pending withdrawal and document several times. So, may be there is a process gap which needs looking.

Another thing, I am highly disappointed to see the level of customer service given to me by your online chat advisers. I sometime feels like they deliberately give false info to me just to harass me. I can't attach screenshots to this reply as it keeps giving me technical error. However, if you want I can send you all the screenshots and you would understand my frustration.

Please let me know when should I be expecting to receive my money.

Hope you would fully support my case and resolve this asap.

Thanks,
Sid

Hi SIDSAXENA

Thanks for your response.

We been informed by the finance team that the requested documents above were received and confirmed yesterday.

You have been paid today, congratulations!

Please kindly let us know when you receive your withdrawal.

Kind regards


SPLITACES CASINO

Dear @sidsaxena,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if/when you get the payment. Please 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.

Thank you for your cooperation.

Thanks. I will update all parties involved once I receive my payment. Thanks

Good afternoon,
Please can we confirm this matter is resolved?
Kind regards
Split Aces Support

I have just checked with my bank and yes we have received the money £119.
I would like to sincerely thanks Ask Gambler team for their help and support. For sure i have learnt my lesson and only play on legible sites so that you don’t have to go through all this.

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.