The player from Austria had his winnings denied due to a third-party deposit. According to the player's claims, he had been in the belief that all his actions were in line with the casino's Terms and Conditions. After the player's deposits were partially refunded, the player submitted an official complaint to the casino's Licensing Authority. COnsidering the circumstances, we closed the player's case as 'Waiting for regulator'. Two years later, as the player never updated us on the matter, we reached out to them and inquired about the official complaint. The player stated that they had never received any response whatsoever from the Licensing Authority. The fact that the casino closed in the meantime in no way helped the cause. After a thorough review of all available information, we concluded that the casino acted in line with its Terms and Conditions and requirements set out by its regulatory body. For that reason, the player's complaint was closed as 'Rejected'.
Spela Casino - Player’s withdrawal has been withheld.
Amount: €144
Spela Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
I have been sending the company all the documents and explanations for the use of the 3rd person's credit card for almost 3 weeks. the casino always has other excuses that once the card is missing and then another declaration.
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your withdrawal has been postponed due to a third party deposit? I have checked general terms and conditions, and this is what I found https://www.spela.com/de-de/termsandconditions:
"8.5. In relation to deposits and withdrawals of funds to and from your account, you may only use credit cards and payment methods that are valid and lawfully yours."
In general, some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method?
Looking forward to hearing from you.
Best regards,
Petronela
Hello, the casino has also included this information in your term and we have also sent a declaration 3 times with the passport and cards and consent for the use of credit cards. The game has been going on for almost 3 weeks with always different information and the casino doesn't even respond to inquiries !!!! Please get in touch with them once !!! Thank you
Would you be able to prove that you are a legitimate owner of the payment method? Who's card has been used?
Of course I can prove that I have used the card. I have an affidavit with confirmation from both people's passport and credit card. So from me and the owner of the card!
Could you please forward the affidavit to petronela.k@casino.guru? Thank you very much.
Good morning, I have already sent you the documents with all the confirmations! Thank you
And this casino always takes more than 72 hours to check these documents or only after I contact the live chat do something! The casinos are all the same in their methods and only aim at the time to get the player back into the game of chance !!!!
Hello Casino Guru, have a look what this casino does !!!!! This is cheeky and the very last thing I ever heard of dubious pretexts !!!!!
Hello Irena,
Thank you for submitting your documents!
Unfortunately, some information is still missing so that we can confirm your account:
Please clarify why you are using a surname as a first name.
To submit your documents to us, please go to "My Account" and then click on "Save Documents" or click on the link: https://Spela.com/player/documents
For more information on the documents, please visit: https://Spela.com/account-verification
As soon as we have received all the missing information, it will be processed immediately.
If you have any further questions, our team is ready to help you via live chat, email or phone
Best regards
Spela team to confirm your account
Thank you very much, Michael, for forwarding all the relevant documents. Do I understand correctly that the owner of the casino account is your friend Irena R. and you have authorized her to use your credit cards? Do you have an account with Spela Casino?
The affidavit is dated February 25, 2021, could you please advise when deposits took place and if your friend communicated a possibility of using a third party payment method beforehand? Looking forward to hearing from you.
Hello casino guru! Yes, I have given my wife Irena R. permission to make a payment at Spela with my credit card. I don't have an account at Spela Casino myself !!!
Several payments were made with the third-party card and no confirmations were requested from the casino even after a payment was made to a third-party card. However, before the account was opened, we read the casino's terms and conditions, and permission with third-party cards was also permitted in the terms and conditions. However, with the confirmation and consent for the payment of the third-party card. We have sent all confirmations to the casino multiple times !!!!! Thank you
This is not a complaint, it is a report to the Austrian criminal authorities! And they will then submit a legal assistance request to the licensing authorities that fraud proceedings have been started against this casino group. I have already reported this to the police!
Thank you very much, Michael, for your reply. The deposits from the third party credit card have been placed before February 25, 2021, is that correct? Do you have any relevant communication supporting that a possibility of placing these deposits has been communicated beforehand? Looking forward to hearing from you.
No, because in the terms and conditions it is expressly stated that an affidavit could be required in the course of the verification !!! Thank you
I’m very sorry but I didn’t find this information anywhere in the terms and conditions.
Hello, the account has been verified and all means of payment have been declared OK! Now the company has been holding back this payment for 10 days and is shifting responsibility to the "senior" in management !!! I'll file a report with the police, because this casino doesn't deserve anything else !!!
Could you please advise if any winnings have been accumulated from third party deposits or the funds have been lost?
Hello, there were 2 deposits of which the first deposit was lost and the second deposit was a profit. Total deposit was 675, - and the withdrawal request is 819, -, so we're talking about a profit of 144, - Thank you
I’m sorry, the total amount of deposited funds from your bank card is €675. Please advise the exact amount of each deposit and indicate which one was the one that accumulated winnings.
Deposit 35, - and 145, - lost !! Deposit 675, - and profit 144, -
Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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, I ask you to contact the casino, because my casino account has already been verified for 5 days! Why is my payout being held back now !!!
Dear Michael,
I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.
I would like to invite Spela Casino to participate in the resolution of this complaint.
I have been waiting for the payment since March 6, 2021 and the account is also verified !!!!!!! Shit casino
We would like to ask Spela Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond or to provide the requested information in the set time frame, we will close the complaint as ‘unresolved’.
Dear Michael,
Kindly note that we have reviewed your case and we can confirm that you withdrawal will be paid out today.
Please allow 3-5 working days for the funds to clear from your bank's side.
Should you have any further questions, please do not hesitate to contact us by email on support@spela.com
Regards,
Spela Support Team
Thank you, Spela Casino, for your reply and for your cooperation.
Dear Michael,
I’m setting the timer for 10 days. Please let us know once you have received the payment or if there are any other new developments regarding your complaint.
The casino informed me that it will deduct the winnings of 144, - as these are with a person not identical to the account holder. What about the deposits from the third-party card with 35, - and 145, - which were unfortunately lost ???? The casino is allowed to cancel winnings but simply keep the amounts of deposits from third-party cards that were lost ???? What shoud that!!!!! This is 100% casino SCAM.
Thank you, Michael, for informing us.
I would like to ask Spela Casino to comment on Michael’s statements and clarify the situation.
Hi Michael,
thank you for your reply.
Kindly be advised that your winnings have been confiscated as coming from a payment method that doesn't belong to you, as you have been already advised via email this is a breach of our Terms and Conditions, specifically clauses number 8.5, 12.1.1 & 14.
Please also note that 145 + 35 € which are the deposits made via the same payment method have been refunded already approving the withdrawal requested on 24/02/2021 back to that third party method used.
We hope this clarifies better things, feel free to contact us at support@spela.com.
Regards,
Spela Team
I have not received any refunds over 35, - and 145, - from this casino !!! And I didn't get the 675 from the casino either.
Dear Michael,
The €35 + €145 were paid out to you on the 24/02/2021 as your withdrawal was approved. Rather than cancelling your withdrawal at the time and refunding the funds, the withdrawal you had of the same amount was approved and released.
The €675 was paid out on the 26/03/2021. Please allow 3-5 working days for the funds to show in your bank account. Should they not show in your account by then please contact us in order to assist you further.
If you require any further assistance, please do not hesitate to contact us.
Regards,
Spela Team
I did not get these amounts, apparently expenses were deducted here. And I was assured in the chat that I have to confirm the source of the deposit by declaration and all amounts will be paid out. I am therefore missing 144, - and 13.5 and 10, - your shit casino fraudsters
Hi Michael,
we are sorry to hear about this matter.
In this case, in order for us to have a deeper look, we kindly ask you to provide us a bank statement related to the third-party payment method used with all the transactions made on your Spela account since 23/02/2021.
Please forward this Bank Statement to support@spela.com confirming that you didn't receive the funds.
We will check this matter and let you know after the investigation.
Apologies for any inconvenience caused.
Regards,
Spela Team
I would like to have the total amount of 819, - from you, because this has been processed as a total payment since March 6th, 2021 !!!! Then the amounts were canceled !!! I want from you a total of 819, -
Hi Michael,
as previously stated, in this case, in order for us to have a deeper look, we kindly ask you to provide us a bank statement related to the third-party payment method used with all the transactions made on your Spela account since 23/02/2021.
Please forward this Bank Statement to support@spela.com confirming that you didn't receive the funds.
We will check this matter and let you know after the investigation.
Apologies for any inconvenience caused.
Regards,
Spela Team
I don't think you understand !!!!! From my deposit of 675, - I want to have the payment of 819, - which I had ordered since March 6, 2021. The payment was 675, - and the request for the payment on March 6, 2021 and of that you only ordered 661.50, - as payment.
Hi Michael,
as previously stated your funds have been paid out accordingly in 2 different amounts. As per anti-money laundering regulation, we refunded the deposits back to the third party payment method used on your account (approving the withdrawal requested on 23/02/2021and paid out on 24/02/2021), the remaining amount of 675 has been approved as a standard withdrawal on 26/03/2021, please allow up to 5 working days to reach you.
144 € have been confiscated due to breaching the following clauses of our T&C: 8.5, 12.1.1 & 14, we can see that you have been informed via email on 22/03/2021.
That said, in order for us to have a deeper look, we ask you to provide us a bank statement related to the third-party payment method used with all the transactions made on your Spela account since 23/02/2021.
Please forward this Bank Statement to support@spela.com confirming that you didn't receive the funds already paid out from our side. Your collaboration is necessary in this case and we do really appreciate it, to allow us to find the best solution for you.
We hope this clarifies everything, please let us know if you have further questions.
Regards,
Spela Team
I do not confirm anything to you, except that you have embezzled me 144, - in winnings and have stolen money from me although the chat had assured me the security for the payout !!! You are simply a cheat casino
Dear Michael,
I would like to kindly ask you to follow the casino’s instructions. I’m afraid that without your cooperation, we will not be able to proceed with resolving the issue.
Do I understand correctly that you were informed by the chat support that in addition to the refund of the deposits the winnings would be paid out as well?
I have already received 180.03 and 661.50 from them. These rats deducted the 144, - profit from me even though the chat told me if all documents were declared with signature and ID then everything will be paid out.
Thank you, Michael, for confirming.
I would like to ask Spela Casino to comment on Michael’s statements.
Good Morning Michael,
as already advised, please note that 144 € have been confiscated due to breaching the following clauses of our T&C: 8.5, 12.1.1 & 14, we can also see that you have been informed via email on 22/03/2021.
We hope this clarifies everything.
Regards,
Spela Casino Team
I cannot accept this, because other promises and confirmations were made from the live chat !!!!! These rats have deducted the 144, - profit even though the chat told me if all documents were explained with signature and ID then everything will be done paid out. This procedure is clearly misleading and to be regarded as fraudulent and I have already reported it to the MGA which is investigating this incident. This casino is very focused on scamming and stealing customers' money.
Thank you, Michael, for informing us. Do I understand correctly that you have submitted an official complaint to the casino’s Licensing Authority?
Thank you, Michael, for confirming. I’d like to kindly ask you to let us know once you have received an update from the Licensing Authority. My e-mail address is andrej.p@casino.guru.
Dear all,
Since we have not reached a satisfactory resolution of the issue and the player has lodged an official complaint with the casino’s Licensing Authority, we will now close this complaint as ‘Waiting for decision of regulator’.
Dear Michael,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Andrej, Casino.Guru
Hello, I have already filed a court action against the OWNER Genesis Global Limited and have also received confirmation of the execution from the court. Thanks
But I don't understand your new request??? The casino is already closed and this casino is an illegal company for live games without a license for Austria!!!
Thank you, Michael, for the update.
Could you please confirm that you’ve also submitted an official complaint to the Malta Gaming Authority? If so, have you received a response?
Do I understand correctly that you’ve previously confirmed that you had received a refund of all the deposits, including the ones that were played down?
Furthermore, could you please advise if I do understand correctly that you never played at Spela Casino yourself, and that the issue here was that your wife Irena had used your credit card to deposit to her gaming account?
The first two deposits were played through and from the third deposit of €675, the winnings totaling €819 were accumulated. Despite that, the casino refunded all of the deposits totaling €841 (€180.03 for the first two that were played down and €661.5 for the remaining one), which is more than the amount of winnings, correct?
Thank you in advance for your reply.
Hello,
I have not received any response from the MGA to date to support me!!
To date I have not received my balance and payments from this casino.
I've always played at this casino myself, I only got my wife's credit card and this declaration of consent that I can use it.
I played through all the amounts that were deposited and the casino didn't pay out, hence the lawsuit.
Thanks
Thank you, Michael, for the reply.
Do I understand correctly that you haven’t received a refund of any of the deposits in question? According to the information from the casino, the disputed deposits have been refunded to your wife's account. You were asked to provide the casino with a bank statement that would prove that the deposit refunds had in fact not been received on your end. Have you done that?
Could you please confirm that you’ve submitted your complaint to the Licensing Authority via the form available on its website - https://www.mga.org.mt/player-hub/lodge-a-complaint/?
You previously claimed that you had received a confirmation from the casino’s customer support team that you were allowed to use your wife’s credit card. If there’s any relevant communication between you and the representatives of the casino that would prove this claim, please forward it to andrej.p@casino.guru.
Unfortunately I no longer have any communication from this casino as it is more than 2 years old. The casino embezzled 144 euros from me and didn't pay them out.
Hi Michael,
I wanted to inform you that since Andrej, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Andrej possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Andrej will reach out to you as soon as he's back from vacation.
Thank you for your understanding and continued patience.
Thank you, Michael, for your patience.
I understand that this matter is already more than two years old and that communication with the casino might be impossible as Spela Casino stopped operating a while ago, but please note that without any evidence that would prove that you had in fact received permission from the casino team to use a third party payment method to place deposits to your gaming account (or evidence that would at least prove that you had contacted the casino’s regulator), we won’t be able to proceed with the investigation and will be left with no option but to reject your complaint.
From the information that has been provided, I can only conclude that the casino team acted in line with the requirements of its regulatory body and its Terms and Conditions. I hope for your understanding in this regard.
Dear Michael,
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.
I informed the regulatory authority but received no response. All casinos are illegal and are also subject to legal action.
Dear Michael,
When submitting the complaint to the regulator, did you receive a confirmation e-mail about your complaint being received? Alternatively, if you submitted your complaint in writing via e-mail, I’d like to kindly ask you to forward the e-mail to andrej.p@casino.guru. As stated earlier, unfortunately, if you no longer hold communication regarding the complaint submitted to the regulatory body, based on the available facts, I will have to reject your complaint.
I hope for your understanding in this regard.
Automatic reply: [16B-28546F83-026F] AW: AW: R*** Information about your payout
That was the application to the regulator and I heard nothing more after that. I forwarded the email to your address.
Thank you, Michael, for clarifying. According to the information from the e-mail, apparently, the service no longer handles complaints regarding online casinos via e-mail, but only assesses complaints submitted via the official form link to which I sent earlier (https://www.mga.org.mt/player-hub/lodge-a-complaint/).
Could you please confirm that you’ve also submitted the complaint this way?
I can confirm and have not received an answer to this day.
Thank you, Michael, for the confirmation.
Unfortunately, in that case, there’s not much I can recommend other than giving it another try, filling in, and submitting the form once again. I’m sorry.
Notwithstanding, as earlier explained in this thread, considering the available information, we believe that the casino acted in line with its Terms and Conditions as well as in line with the requirements set out by its regulatory body.
For more information on our position in cases like yours, I strongly recommend reading our Fair gambling codex for players.
With that being said, due to the aforementioned reasons, we will now close this complaint as ‘Rejected’.
Thank you for your understanding. I am sorry we could not be of more help on this occasion, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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