Spela Casino - The player struggles to withdraw his winnings.

I did some deposits last year with spela.com.

Never used any bonus and deposit with Trustly. 

Spela.com is a no account casino there you confirm yourself with Bank ID only. 

But when I won pretty good amount and wanted to withdraw, then all problems started and it have not ended yet, about a half year later. First they asked about all kind of documents such as proof of address, my salary statement, ID and bank statement.

All these things despite it’s an Bank ID casino and no other no account casinos have asked me about such things before. Also despite that my deposit only where a couple of hundred euros. How come they needed my source of income for such small money, on a verify through Bank ID casino as well?

It’s so obvious that they only did it with the hope that I should cancel my winnings and play it back to them again. 

Nevertheless I desided to not fall into that trap so I send them all documents as they asked for. 

But that was not the end of the story because they after that continued to ask for other things like information from my company and so on. What in earth is that! Can a casino really act in this lousy manner. Don’t they win enough and have they right to play such lousy tricks on the few winnings their clients does. 

I really didn’t believe this in my wildest fantasy to be frankly. And also MGA, what kind of organization is that. I sent an claim about this to them two month ago and got an reply that I would get answer within 30 days max. 

Have still not heard anything from them after double this time. Shall it really be like this, that a player get no help what so ever if they get fooled by a casino in this way. 

And the casino closed down in Sweden so they don’t answer anymore. Probably they knew these plans during end of last year and therefore hold my withdrawal until they had closed down. 

Therefore I begging you now to help me, as my final outcome. I thought a player could trust a licensed casino, but I was obviously so wrong. 

Hello David,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spela Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Hi Nick and thank you so much for taking on the matter.

It was towards the end of last year that the extra verification in addition to Bank ID was required, of course because I wanted to withdraw the winnings.

Always otherwise, the Bank ID verification is sufficient.

They asked for my ID, bank statement and salary statement, which I sent and which you also see here attached. Since the wage spec was from December, you can see the annual income as well. Then they talked about wanting a certificate that I was the owner of this company where I am employed, i.e. Aktiebolaget SBEB.

It's ridiculous to me for a deposit of a few thousand and besides, they can only check "all companies", "company facts" or another page on the internet and you will see that the company is written at my home address and that I am the only executive and board member .

see attached links on this.

but I didn't have time to discuss this further because then they had closed down in Sweden and also my account since December.

Couldn't get in touch with them anymore.

Mvh/ David C****

https://www.allabolag.se/5561530592/aktiebolaget-sbeb

https://www.bolagsfakta.se/5561530592-Aktiebolaget_SBEB

https://se.kompass.com/c/aktiebolaget-sbeb/se360675/

Hi Nick,

Have you received any information from the casino based on the information I sent you a week ago? It's a licensed casino where the owner runs many casinos, so they can't just avoid paying out in this way! Sounds very strange.

Mvh/ David C****

Hello David,

As we did require more information from you first, we did not contact the casino yet. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks for that!

mvh/ David

Hello David,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Spela Casino to join this conversation and participate in the resolution of this complaint.

Dear Spela Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his winnings?

Thank you.

Best regards,

Tomas

Dear David,

I'm sorry to say that I have received information that the casino has ceased operations, so there is nothing further we can achieve, and I'm forced to close this complaint as unresolved.

If you still have no response from MGA, I would rather recommend you contact the Licensing Authority in Sweden. I'm not sure what provisions Sweden's authority has in place for this sort of situation, but I believe they are the best hope for help. You can file a complaint here: https://www.spelinspektionen.se/om-oss/kontaktcenter/

I wish you the best of luck and do not hesitate to contact us in the future if you run into issues with any other online casino. We are here to help.

Kind regards,

Tomas