Spela Casino - Player’s refund has been delayed.

Hey!

I played at that casino. I played the €50 deposit without any problems. After this, I deposited another €100, after which my game account was locked. It claimed that I had put Eto on myself, although this was not the case. After this, I have been in contact with customer service several times via chat and email. Emails answered once and told to make a Skrill account where they could return the money. The money has not been returned and emails have not been answered since then. I'm starting to get fed up and I don't think I'll get my money back. Could you help? Kind regards, VH

Dear vainohuttu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been successfully verified in the past? Was your active balance, at the time of account closure, deposited funds only or accumulated winnings? Have you been specifically promised to receive a refund?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hey!

It is the deposited money. I was promised to pay via Skrill, but I have not received the money. I made the deposit as an instant payment, so I understand that the account does not need to be confirmed separately, at least not at other instant casinos. I have been in contact with customer service 3 times since then, but I have not received an answer as the reason for the delay.

Thank you very much, vainohuttu, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello vainohuttu

I'm Michal and I have taken over your complaint. Just to confirm, you first deposited via Card/Online payment? The casino told you they will send the money only via Skrill? (do you have a saved email where it is stated?) Has the casino asked you to verify yourself with them? Did you accrue any winnings, or has your account been blocked straight after the deposit of €100? To clarify this sentence " It claimed that I had put Eto on myself", do I understand it right that the casino thinks that you have self-excluded or any other way restricted your account by yourself, but you did not?

Dear vainohuttu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear vainohuttu

I was informed by the casino via email that both deposits of €50 and €100 were refunded back to you. Please let me know once you receive the refunds. From the information I've received, you were Self-excluded within the casino network, but due to a system delay, you were able to create those deposits before your casino account was automatically blocked.

Although we have not yet received a reply from you vainohuttu, I will reset the timer for another 7 days. Should you again fail to respond within this time frame, we will be unfortunately forced to mark this case as "rejected".

Dear vainohuttu

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal