Spela Casino - Player is requesting a refund of their reversed withdrawal.

Hi there,

Yesterday I was playing with Spela casino and withdrew EUR 1.200,-. I jumped into chat and asked the support agent to make sure that I would not be able to reverse my withdrawal as it was pending and I'm a compulsive gambler. He didn't help me with this request, unfortunately.

I reversed the withdrawal a couple of hours later and lost everything within half an hour or so.

This isn't allowed if you follow MGA's rules correctly. The support agent should've helped me and make sure I couldn't reverse any pending withdrawals as I asked in order to protect me as a vulnerable player.

Later that evening, I spoke to another agent to whom I asked a bonus because I lost everything and could use some help. He instantly saw that I was a vulnerable player as he noticed the reversed withdrawal, asked me straight to the point if I'm a problem gambler and helped me close my account. He sincerely apologized for the agent I spoke to before him that he didn't help me with making sure that I couldn't reverse my withdrawal as that was an error and shouldn't have happened. The last person I spoke to was a top guy.

I need this issue solved. I feel like it's my right to receive that EUR 1.200,-, especially after reading the MGA rules.

Casino Guru, can you please help me in solving this case ASAP? Thanks once again.

Dear kqpublic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru? Could you please advise if you have mentioned a gambling problem when talking to the first live chat agent?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

I asked the first agent to make sure I couldn’t reverse my pending withdrawal as it’s a way to make profits on compulsive gamblers (like me). He unfortunately didn’t want to help me but I don’t understand why. If I contact an agent regarding a way to help myself in playing responsible, they are obligated to help me, right?

Dear kqpublic,

I’m very sorry but you haven’t answered any of my previous questions. Please check my earlier reply and try to assist. Please understand that all the requested information is essential if we wish to proceed with the case. 

Yes, I specifically asked the agent to make sure I couldn’t reverse any withdrawals because it’s a way of making profit on compulsive gamblers like me and I don’t want to be able to do so.

Please forward any relevant communication to me. Thank you in advance.

Dear kqpublic,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.