Split Aces Casino - Withdrawal still pending, no reply from Casino

Dear CLAIRE1986

Thank you for bringing this matter to our attention.

We apologise for the delays. We can confirm that your documentations were received, however, there is one missing document which is the back of your Driver's License.

Awaiting for your response.

Kind regards

SplitAces Casino

Thank you for finally replying to me after 2 weeks of emails with no reply!!! If this is the case how come when i went on live chat yesterday I was told the withdrawal had been approved? I have attached a copy of this, also the back of my driving license which nobody has asked me for.

Dear CLAIRE1986

We can confirm that your withdrawal request is approved and waiting to be paid once the verification of your documents is finalised.

Regarding the back of your driver's license - here is the excerpt of the email sent to you on the 23rd of October 2019:
• Photographic ID: The front and the back of the photograph page of a valid Passport, Driving License or National ID card. Your name, photograph and signature must be clearly visible.

Kind regards

Split Aces Casino

I have now sent this as requested. This still does not explain why you have not responded to any of the emails I have sent in the past 2 weeks asking if you could confirm that you have the documents, or why the advisor left the chat when i asked him to confirm if they had the documents. It shouldn't take me raising a complaint on here to get a response. 2 weeks to tell me you still need a document, not really acceptable!!

Dear CLAIRE1986

Please be advised that payment was sent to the 3rd party payment processor.

We apologise for the delays, unfortunately, the Verification Team are receiving a huge volume of withdrawal request than the norm and it causes delays in document verification.

Thank you for your patience.

Kind regards

SplitAces Casino

Dear CLAIRE1986

Kindly update us if you have received the funds.

Thank you for your patience.

Regards

SPLITACES CASINO

No i have still not received this

Dear CLAIRE1986

Can you please let us know if you have received the funds?

Regards

SPLITACES CASINO

Dear @claire1986,

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.

I have just checked and i still have not received the funds.

I can confirm that the funds have now been received

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.