Spela Casino - Player’s winnings have been cancelled.

Hi my name is Yasmin Lisa c** and I have an issue with a casino called spela who are owned by genesis global! On the 30th december 2021 I made a deposit and ended up winning £31,873 which I requested to be withdrawn in 6 different withdrawals. I then had to verify my account which I did and that was all accepted on the 31st of December. 

I’ve been trying to see what’s causing delays to my withdrawals as they were pending for a week or so and today they responded to me via email saying that they would not be paying out and that my winnings were void. There reasoning behind this was because I apparently had an account on there sister site called casino gods (which I don’t recall) and that had been closed via self exclusion. They also said the details on that account didn’t match up With details I provided to open my spela account! They have terrible reviews on trust pilot and I just wanted to know if I have a leg to stand on in regards to receiving my winnings. I’ve contacted IBAS in regards to the matter and they have asked me to email spela for a final response which I have done but they take days to respond and have no active phone line. I have screen shots of my withdrawals luckily as they have now closed my account but I’m just hoping there is something I can do to get my winnings as I’ve never had a win like that before in my life! 

Dear yasminc20,

Thank you very much for submitting your complaint and forwarding all the screenshots. 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. Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino? Could you please advise if you have self-excluded yourself from any other casino in the past?

I have checked the casino license (here) and this is what I found:

If there’s any relevant communication between you and the casino, 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

Hi I haven’t asked them for my account to be closed or suggested to them that I have a gambling problem.

i have self excluded from casinos in the past but I don’t ever recall having an account with casino gods.

thank you for taking this on and trying to help me on this matter.

Hi Petronela I’ve been scrolling through peoples complaints on here just to see if there was any similar just to give me hope. I’ve found a case which is pretty similar and the casino paid out the winnings. Also the casino was owned by Genesis global.

look forward to hearing back from you soon.

thank you for taking the time to help me with my matter.

yasmin 🙂

Thank you very much, yasminc20, for your reply. Is there any relevant communication between you and the casino, that you could forward to petronela.k@casino.guru?

Hi I’ve just sent you the only email they have sent me and that was about them voiding my winnings.

thank you

Thank you very much, yasminc20, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef (jozef.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.

Thank you they email me again today pretty much saying the same things. They haven’t given any information on this other account. Saying that there decision is final! Please help!!

This is what they have said today.

Dear Yasmin ****,

Thank you for getting in contact with us. 

Unfortunately, your case has already been reviewed and we can see that you were already informed of the final decision. 

Your winnings have been voided due to breaching our Terms and Conditions.

Your account on Spela was registered with different details to the one registered on our sister casino Casinogods

The details that do not match are sufficient to surpass the system which is why you were able to register this account. We invite you to read clause no 29.1.5 in our T&Cs.

Considering all the above your account will remain closed, any winnings have been voided, and refunds shall apply

I understand if this is not the outcome which you were hoping for and I urge you to seek help from the following organizations.

If you have any questions about this procedure please do not hesitate to ask. 

Kind regards,

 Spela Support 

Hi Jozef.

I have emailed you the latest email they sent me and my reply to them. Look forward to your response.

Hi Jozef did you receive my emails?

thanks

Hello yasminc20.

Yes, I have received the email. Please, could you confirm the casino statement? If it is true, could you explain why the information differs?

Hi Jozef

I don’t believe it to be true! They haven’t given me any information in regards to the account at all!

ive checked through my emails and have never signed up to the sister site in question!

thanks Yasmin

I see, thank you for your reply. We will now try to get in touch with the casino.

Thank you Jozef!

look forward to your response 🙂

Hi Jozef/Spela Casino,

I would like to request the information used on this alleged other account I apparently hold with Casino Gods. I would like to know the email address registered, payment method used to deposit and whether the account was verified with documents in my name etc.

I have checked through my emails and there is absolutely no record of me ever signing up with Casino Gods. Therefore I believe this alleged account was not created by myself. 

I am more than happy to provide extra documents with my details on or video chat to prove my identity if required. I do hope this matter is resolved quickly and my winnings can be paid to me as they should have been in the beginning. 

Yasmin

Hi yasminc20.

Kindly be advised that your account has been closed due to a breach in Our Terms & Conditions, Specifically clause no 29.1.5 which can be found here: https://www.spela.com/en/termsandconditions .

As a result of this, any winnings have been voided and deposits will be refunded accordingly. Kindly note that we had sent you an e-mail yesterday informing you that deposit has been refunded already, kindly wait 3-5 working days in order for balance to reflect into your account.

Regards,

Spela Casino team

Hi Spela,

You keep telling me my account is closed but I am telling you I do not nor have I ever created an account with Casino Gods. You are not providing the information I have requested which is unfair and unacceptable.

Again please provide the information I have asked for in regards to the account with Casino Gods because the account was not set up by me and I wish to know who is using my details fraudulently

Hi Jozef

I was just wondering if there was any updates or if the casino has provided any further information on this alleged account?

thanks Yasmin

Hi Jozef

What happens when the the time runs out?

Dear Spela Casino team.

Thank you very much for your cooperation, we highly appreciate this. Since the player is not aware of having an account in Casino Gods, may I kindly ask you to provide us with evidence sustaining your claims? You can post it into this thread (it will not be visible to the public) or forward it to my email address, jozef.k@casino.guru.

Hi @Jozef, 

Kindly note an we sent you an e-mail on the 21st of January 2022 providing the proof as requested by yourself above.

Kind Regards,

Spela Casino Team

Hi Jozef

Is there any chance you can also send me the evidence they have sent to you.

thanks 🙂

Hey yasminc20.

I recommend you request this evidence from the casino, we may share it, but only when the casino agrees. Since you are from UK, may I kindly ask if you are registered with GAMSTOP?

Hi Jozef,

I have asked the casino to provide me with the information via email directly to them and above in this chat thread. I have not had any response from them regarding this.

No I am not registered with GAMSTOP either.

Spela - I am again requesting the information on this other account to be sent to me or to allow Jozef to share with me.

Thanks

Hi have you heard anything from the casino yet? I’ve emailed them again in regards to the information and they haven’t responded to it.

Thanks

Dear yasminc20.

Be aware that the casino provided us with relevant evidence sustaining their claims. According to their system, you are registered with GAMSTOP since 27/09/2020 till 27/09/2025. Unfortunately, you did use different personal information during your registration into Spela Casino, and they could not detect you sooner, but their process was in place.

I am very sorry, but I am forced to reject your case. However, if you are convinced that there is no GAMSTOP registration, there is another option that I highly recommend. You may file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru