Pelaa Casino Complaints
Pelaa Casino Complaint Stats
Pelaa holding my withdrawals of £1984 for 14 days now.
Not replying to my emails either. Account fully verified. They even called me to verify me over the phone too. They just ignoring me.
They advertising deposits and withdrawals for skrill are instant. Obviously not with this casino.
Please process withdrawals asap.
Resolved
On 22nd February withdrew £100 sent all documents. Every 2 days I get the same email to resend my documents. I've sent passport my bank card both sides letter with my name and address. My account was verified before I deposited £170.00 or I wouldn't have deposited. It is a shame because it is a good casino I won't be depositing again.
Resolved
I deposited £200 on 29/11/2021 (screenshot attached) After playing a session on some slots I hit a win before I went into bonus funds and decided to make a withdrawal on the 14/12/2021 (screenshot attached). I messaged support about my withdrawal on the 18/12/2021 and got a reply that support would get back to me, it has been well over a month now and I am not getting any response whatsoever from support.
The site specifically says not to send more requests about the same issue so I have not sent anymore emails but tried live chat which I still do not get any response from. (Attached screenshot to show when I sent the email to support)
My account is fully verified (I have attached a screenshot for proof)
I want my withdrawal to be processed as there is nothing else that should stop it from being processed.
Resolved
I am all verified. Even had a phone call. Its been over a month now and all they keep saying is I am at the top of their priority list and will receive an email. Why do I need another email? Why cant they just transfer me my £250 to my PayPal? It seems very dodgy.
I have emailed both support and complaints and gone on the live chats numerous times and they always give me the very unhelpful generic reply of we are sorting it. I don't believe them. I just don't understand what's taking so long.
My account says all verified and has done for ages. My withdrawal is still pending.
If for some reason they cant pay me my winnings surely i should get everything back that I deposited? I don't trust this.
Resolved
I writing this complaint to report Peela Casino. I won £430 and proceeded to request the withdrawal of the money on the 1st of August 2021 and then I received an email saying the withdrawal was successful, on the 2nd of August, saying the funds would be paid into the account that I used to make my last deposit. The method I used was Apple Pay linked with a Monese virtual card. After a few days without receiving my funds I contacted customer support many times and at some point, they requested a bank statement which I immediately sent to them. I’ve been told by the customer support that the funds were missing and that the relevant department was investigating it however after 3 weeks of trying to receive the payment I decided to look for further help in another online casino named Vegashero which is associated with Peela casino and the reason why I did this was because I closed my account with Peela casino when I felt there was lack of support/information about this issue. When contacting Vegashero I felt there was more support, so after another week Vegashero customer support told me that the department that was undertaking the investigation at Peela casino said that I have cancelled the withdrawal and played the funds already which isn’t true or make any sense as I received the confirmation email of the withdrawal I never went back to play that money. Knowing as well that the new regulations don’t let players cancel withdrawals after this have been requested. So I asked Vegashero to continue the investigation because I never played the money or received it in my bank account and I also sent them the emails exchanged with Peela casino. On that same day I received an email from Peela Casino saying that the funds were found and the problem was solved and they proceeded with a manual transfer of the funds to my bank account which could take up to 5 working days to reach my bank. So I writing this complaint today because after a month of trying I still haven’t received the money and it’s been now 5 working days.
I would please like to ask for support in solving this issue as it’s within my right to paid the money I won after all the deposits I made in that casino.
Resolved
I put in a withdrawal request of 686.00 GBP and 68.30 GBP from my Pelaa account back in January 15th.
They email me saying that the withdrawals were under review, after a couple of weeks of not receiving the funds into my bank account, I tried logging into my account to check the status of these withdrawals, just to find out that my account is locked.
I've been in contact with their customer support team, sent ALL the documents they requested but my account is still locked. This was back in May. I email them a couple times since then asking for an update but no reply so far.
Very disappointed with the way they handled this, surely a security check shouldn't take months to complete?
Resolved
Hello,
I have submitted a withdrawal on the 13th May at 3:15pm for a total of £880.01 from Pelaa casino, withdrawal details in the image. I have sent through the verification documents twice now once on the 14th and once on the 20th May. Neither email has been acknowledged or any type of receipt of the documents, I have also tried contacting them regarding this issue but the phone does not work, as you can tell they also do not respond on live chat or email.
Despite acknowledging my withdrawal request and then requesting documentation, I have had absolutely nothing back in response to the verification process following the document submission.
I was hoping you may be able to help me find a resolution for this or perhaps direct me to my rights regarding the funds.
Thankyou, Ethan
Resolved
I deposited on 26th March (£100) and took a bonus with Pelaa. I played through the wagering requirements and ended up with £400 of cleared funds in my account. I requested a withdrawal on the 27th March, and submitted my documents for verification on the 1st April when I checked and saw my withdrawal was still pending (No request for documents at this stage).
I then didn't hear anything back and several days later emailed the complaints email, as the standard 24-48hr window that Pelaa five to process withdrawals had well passed. I then received an email back from the risk team asking for my documents which I sent over again. I then have heard nothing back, and after sending several emails since then, have not had a reply. If these emails are required, I have screenshots that I can send over or I can forward the emails.
Resolved
Resolved
I deposited £300 on this site to then win £1915. I withdrew this money and was asked to verify my account which is fine and is then what I did. After doing this I was asked for additional info by email and my account blocked which stopped me from uploading this info so I decided to email it to them also asking why my account had been blocked. Since sending them everything they need I had an email saying it would be looked into and now almost coming up to 3 weeks since withdrawing they won’t reply to any of my emails and I have seen no explanation as to why my account has been suspended along with my deposit and withdraw from what I can see just being stolen and me now being ignored. I have attached all emails from [email protected] and myself explaining it all more and if I’m honest I’m at a point now where I don’t know what to do as they don’t have an active phone line either so I’m just sat with a big amount of money down. Please if you could help I would appreciate it so much.
Resolved
I joined the casino on the 16th December, I won and then made a withdrawal for £668.36, they then said
"We would like to inform you that your account has been temporary limited as per a standard routine check.
We'll keep you updated and contact you back as soon as possible, once the check is finished."
I have emailed them repeatedly s since then but they still keep saying it "Kindly note that your account is still undergoing a routine check by the relevant department, you will be contacted via email once the routine check is completed."
Its now over a month and a half since I requested the withdrawal
Resolved
Resolved
Resolved
Resolved
Resolved
After requesting a withdrawal I received an email a few days later saying my account has been ‘temporary limited due to a routine check’. I was initially told this would take 24 hours to complete by a member of the support team. 2 weeks later and I have not heard from them since and they do not answer your emails. The live support team always give the same robotic answer saying they will nudge this to the relevant department however nothing ever happens. I have £5900 in my account including a £1900 requested withdrawal.
I wanted to alert other players of this issue so they can avoid this extremely frustrating problem. I will wait anoither day or so to see if any action is taken by Pelaa before opening up a formal case and notifying the commission of the negligence.
Resolved
I've been waiting on verification and payment for a rather large sum of money from Pelaa that doesn't seem to be making any progress.
I won the money mid/late January and then spent the following 2 weeks jumping through hoops to give the casino the documents required to get myself verified. Every time i submitted a document it was sent back and requested with my face and a note in the photo to accompany my document. Quite a tedious couple of weeks.
Since then i have been waiting on an email that never seems to arrive. I've contacted the casino through the live chat on their site and have been told multiple times to expect an email ASAP but that doesn't seem to ever come though i've chased again and again over the last 4-6 weeks.
I'm beginning to worry that this isn't going to be resolves as i'm being sent in circles and that the casino is hoping i simply forget about my winnings.
Hopefully you can help bring a conclusion to this long and tedious process.
Thank you in advance!
Resolved
I registered and made a deposit of £100 taking advantage of the 100% bonus.
After playing for a few hours and getting the balance up a little, I was without warning locked out of the account. A representative in chat the next day confirmed my balance was £276.71 (which includes £100 bonus money). I add I never dropped below the £100 balance so never used the bonus money.
"Susanne 03:58:37 pm
I see for the moment 176.71 GBP in your account real money..and 100 GBP bonus as well...which should be used before withdrawing ... I will ask how we proceed when we finished here - no worries! "
After getting the run around they informed me that my account was blocked because I was self excluded on one of their sister sites. I had no idea that this was a sister site of Genesis of which I did have an account. The Genesis was excluded through gamstop and should have been removed after my Gamstop expired. I never applied the self exclusion here myself.
I would also say that I used the same email and card etc for the Pelaa account so they should have identified the issue at registration. I hate to think what position I'd be in now if I had made a significant deposit.
Subsequently they asked me to submit my gamstop details confirming when the exclusion ended. I have done this and gamstop themselves also emailed them to confirm by exclusion period ended on 27/09/2019 at 7.59am.
The site continue to block my account and hold my cash balance of £176.71.
I consider myself a responsible gambler who keeps within his means and was just taking a break as I had a lot of things on over the past 6 months.
I would really like this matter resolved ideally by unblocking my account and if this cant be done then my cash balance of £176.71 should be transferred to me. I have already asked if any verification documents need to be sent and I'm happy to do this.
A resolved complaint can be a positive thing for a casino and I politely ask that we resolve this. If the account isn't unblocked then please return my funds (at the very minimum my £100 deposit).
I have had no issues with other sites after my exclusion, other than going through some basic checks.
I hope this receives your urgent attention, now I've escalated it to this site.
Thanks in anticipation of a common sense resolution,
John
Resolved
I have submitted a claim against you based on the following
I opened up two accounts online on 18/08,2019 one at Pelaa casino and one at Spinit, at no time was I declined from either opening the accounts or depositing on them , both accounts I deposited £1000 , I took no bonus offered of either, at no time did I know these were sister sites , I won £1000 on each and asked for a withdrawal, I basically won back what I deposited, I submitted the documentation required and awaited my monies, I was charged £25 a time for each £500 deposit, so I’m already £100 out of pocket, I have since been informed I will be receiving no withdrawal due to breach in their terms and conditions, I joined both sites without either knowledge they were sister sites, nor that this was allowed, I should of been prevented from joining either, I used the same email address on both, same address same mobile number, I was informed that I had self excluded from another site linked to both of these , yet I was allowed to spend £2000 pounds without question, both accounts were suspended, and it was only then I realised they were linked, I joined both in good faith, I have not even won back what I have spent, I merely want either my withdrawal amount or my monies deposited back, I was not aware these were linked, nor was I aware that I had self excluded from another site that was linked to these, I have moved house and changed email address since I closed the original account to which they state I have self excluded, though they have not informed me of what this site was, I can I’ll afford to loose £2000 and would like my monies I deposited back. I have done nothing wrong and should not of been allowed to join either and would not of if I had known prior to depositing. I have not claimed a bonus on either site , and should not be robbed of the the monies deposited in good faith, I have already submitted a complaint against Spinit casino using this site . Furthermore I am a disabled man and can ill afford to loose such amounts, if I’d known I was committing anything wrong I would never of joined, at no time was I prevented from joining either site . Disgusting behaviour by the casino and so called support team .and furthermore how am I supposed to know which sites are connected to other sites? Their system had failed as I should not of been allowed to join either. So who is at fault ?
Thank you
< full name removed >
Unresolved
I stumbled across Pelaa casino on the 26 July 2019. I read their terms and conditions before registering to make sure they accepted players from NL etc. etc. Everything was fine and I was able to adhere to their requirements so I opened an account. I played my favourite game for probably around 8 or 9 hours and then requested a cash out of 200 euros, in the early hours of the morning on the 27/7.
On Sunday 28/7, I cancelled the withdrawal to play a little more, but none of the games were working so requested a cash-out of the original amount of 200 again. In the meantime, I tried to be proactive and upload my documents but the doc upload section said that they had everything they needed and they would be in contact if they required anything else.
I waited patiently as their website said it can take as long as 72 hours to process a withdrawal. On Wednesday 31 July, I contacted live chat to ask for an update. Later that day I received an email asking for the usual documents. I uploaded them straight away, followed by an email sending some extra documents such as the back of my drivers license and proof of deposit transactions. I received no acknowledgement to this email.
Again, as it can take them up to 72 hours to process these documents, I waited patiently but decided to contact live chat on 2 August to inquire about the status and was told that documents were still pending verification.
On Sunday 4 August (96 hours after cash-out) I received a further email asking for a selfie with my ID. I sent it immediately and then tried logging into my account which was blocked for some reason. I sent an email asking why they hadn't asked for this document on the 31 July and asked why my account was blocked - no response to date.
On Monday 5 August I contacted them via live chat again and was told that my documents had in fact been approved ‘’which was a good sign’’.
Still hadn't heard anything about my withdrawal so I contacted live chat again on Tuesday 6 August and was then told that the last document – the selfie - was still pending approval and my withdrawal was ''under investigation'' but was reassured that it was still visible in their system and status was ''pending'' and that I should hear something by the end of the day on the 7th. I also asked why my account was blocked and the only reason they could think of is that I may have self-excluded from one of their sister sites so asked me if this was the case, which it wasn't. Hypothetically - and I mean hypothetically - even if I had self-excluded from another site (which I hadn’t), their t&cs state that they will refund your real money balance via the appropriate method so this still wouldn’t explain the reason for the hold-up.
As the only response I was getting was through initiating live chat conversations, I decided to send an email to [email protected] explaining the situation. By this point my withdrawal had been pending for 10 days in total. I finally received a response from them via email, albeit a very general one – I have attached this for your review.
It is now the 8th August (11 days since cash-out request) and I am no further in receiving my real money balance so I am hoping AG can help me find resolve. It’s a shame as I have adhered to all of their requirements, been patient and, in general, the Pelaa website is nice to play on – clean, easy to navigate etc. However, I have no choice. It’s been almost two weeks with hardly any communication (except for live chat) so I’m afraid this is my last resort to help me receive my funds.
I have attached all screenshots, live chat transcripts and other correspondence. AG - could you please make sure that all are made private as I could not mark 3 of the uploads for some reason. Could only see the 100% status bar.
I really hope we can get this resolved asap and with the minimum of fuss.
Resolved
I provided all the verification that they asked for: utility bill, card, selfie.
I have asked for updates many times on live chat and I just get a generic answer about it 'processing'.
Can you help me please Ask Gambler.
Thanks.
Rejected