Aspire globals , billion casino, really stuck on what to do

[Chico28]

I posted the other day on having verification and withdrawal issues after sending requested documents  ,driver’s license , Visa card pictures  front and back, bank statements, a statement also with my last 4 weeks of transactions last 3 months pay slips,  two withdrawals still pending From the 30/07/20  to the total of £7300 everyone I’ve spoken to within this organisation has been very vague it’s with the relevant department and we will update you accordingly nothing goes past that feel really stuck on what to do and my options at this point if there are any, anyone dealt with this casino on this forum literally anything positive I’ve yet to see it and I’ve skimmed this and others for info next to nothing. 

[ValDes]

Hi there..

Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

Using AskGamblers Casino Complaints Service

Let us know in case you need further assistance. 

[pinnit2015]

They do payout but their verification processes leave a lot to be desired - when i played there it either took them a week to verify or there was always some issue that you needed to go back to them.

Their reviews can be generally negative, running basement RTP's, slowish payments (though they have sped up), KYC is a chore but never really seen any unjust confiscation of funds. That being the case, you should never, as long as they've got what they need, need to go through the mill for money you've legitimately won. 

Looks like they're doing SOW and that'll probably add a week onto the process as well given how slow they are in verifying 4 corners of a card. 

Re SOW - the worst thing you can have on your bank statements is 'other income' - they'll probably come back and want more explanations on where it was from, what for it etc. 

[Chico28]

8 minutes ago, ValDes said:

Hi there..

Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

Using AskGamblers Casino Complaints Service

Let us know in case you need further assistance. 

 

2 minutes ago, pinnit2015 said:

They do payout but their verification processes leave a lot to be desired - when i played there it either took them a week to verify or there was always some issue that you needed to go back to them.

Their reviews can be generally negative, running basement RTP's, slowish payments (though they have sped up), KYC is a chore but never really seen any unjust confiscation of funds. That being the case, you should never, as long as they've got what they need, need to go through the mill for money you've legitimately won. 

Looks like they're doing SOW and that'll probably add a week onto the process as well given how slow they are in verifying 4 corners of a card. 

Re SOW - the worst thing you can have on your bank statements is 'other income' - they'll probably come back and want more explanations on where it was from, what for it etc. 

Thanks for the reply’s I really appreciate it guys, it’s the lack of clarity that worries me they can’t actually give you a definitive answer on the phone and you can’t actually speak to anyone in regards to your account verification and if the documentation is even relevant to what they’ve asked for I’ve sent all of the above mentioned but is it sufficient who knows? the only other income on my statements are recent wins from other casinos I’d played with, it’s not been a week yet it’s been 4 business days say not including the weekend this being the 4th so I hold out hope,  just I’ve the likes of this In the live chat that’s not happened not even close.  Not been processed or prompted for more documents either. 

[pinnit2015]

Their lack of clarity doesn't mean they're dodgy, just quite incompetent from my experience 

Better places to play pal so i'd get the cash and take it somewhere good

I'm currently shilling for Unibet as they're solid as. 

[Chico28]

13 minutes ago, pinnit2015 said:

Their lack of clarity doesn't mean they're dodgy, just quite incompetent from my experience 

Better places to play pal so i'd get the cash and take it somewhere good

I'm currently shilling for Unibet as they're solid as. 

Well I suppose your right, much appreciated bud for the heads up on your experiences with them, due to my lack of experience with this sort of thing I may be a bit over reactive to this verification stuff. Cheers again

[Chico28]

On 8/5/2020 at 9:36 AM, pinnit2015 said:

They do payout but their verification processes leave a lot to be desired - when i played there it either took them a week to verify or there was always some issue that you needed to go back to them.

Their reviews can be generally negative, running basement RTP's, slowish payments (though they have sped up), KYC is a chore but never really seen any unjust confiscation of funds. That being the case, you should never, as long as they've got what they need, need to go through the mill for money you've legitimately won. 

Looks like they're doing SOW and that'll probably add a week onto the process as well given how slow they are in verifying 4 corners of a card. 

Re SOW - the worst thing you can have on your bank statements is 'other income' - they'll probably come back and want more explanations on where it was from, what for it etc. 

Update still nothing in regards to my withdrawals either being processed or prompted for more documents , at what point should I really start to worry here there’s next to nothing coming from them different emails to chase up today after dealing with supportcentre@aspireglobal basically passing the buck at every turn. 

[Fiekie247]

On 8/5/2020 at 11:55 AM, pinnit2015 said:

Their lack of clarity doesn't mean they're dodgy, just quite incompetent from my experience 

Better places to play pal so i'd get the cash and take it somewhere good

I'm currently shilling for Unibet as they're solid as. 

Unibet by far the best for me right now - Decent deposit bonus offers and fast withdrawals 2 hours.

Only thing, no loyalty or freee spins or anything for me - Even If I lost $500 in a day or $1000 in a week, if I ask for some free spins - They tell me "No"

However given the amount of cash I spend with them, I am still up tho.

Stats - Spend around 2K with them the past 3 weeks, withdraw over 4K.

[pinnit2015]

Find very few, UK at least, will give anything if you ask for it - probably out of fear of RG accusations etc. Even if you don't, they seem loathe to do it - probably on a/c of getting accused to trying to entice folk back for more losses etc. In bygone years, such 'freebies' would have just been considered customer-company relationship (obviously they do want you to spend more) but no more sadly.

Good casinos will probably be considered good in the future based on fewer factors:

 - speedy withdrawals

 - game selection

 - smoothness of platforms 

 - sensible approach to SOW etc

The whole bonus scheme will disappear in the uk soon i reckon or be restricted solely to Sports Betting etc

IMO Unibet, despite not having the best loyalty scheme (but decent tournaments) are currently head and shoulders above most operators. Plus, given the size of them, they've got the financial backing of Kindred etc. 

Gonna be ***** in the UK when we're left with William Hill's laggy website (and boy, the most confusing site i've even been on) and the rubbish that is Corals etc. 

[pinnit2015]

27 minutes ago, Chico28 said:

Update still nothing in regards to my withdrawals either being processed or prompted for more documents , at what point should I really start to worry here there’s next to nothing coming from them different emails to chase up today after dealing with supportcentre@aspireglobal basically passing the buck at every turn. 

Even the biggish boys such as Grosvenor have apparently a backlog of 2-4 weeks when looking at bank details - dunno how this meets their regulatory requirements re pending withdrawals mind u....

Can you call them?

[Chico28]

11 minutes ago, pinnit2015 said:

Even the biggish boys such as Grosvenor have apparently a backlog of 2-4 weeks when looking at bank details - dunno how this meets their regulatory requirements re pending withdrawals mind u....

Can you call them?

Yes I can get through to them on the phone and basically get the same answers  the 2/3 times I’ve called since last Friday,  but I could tell when they have a manager or higher person on the phone the 3rd time obviously because the tone and manner of the way I was dealt with totally changed spoke very clearly she was assured I would be paid out and thanked me for my patience and that they are very short staffed and so on but in the end it was still the same outcome if there’s a back log ok that’s fine but what time frame would you suggest maybe a complaint should be put in. 

[Chico28]

41 minutes ago, pinnit2015 said:

Even the biggish boys such as Grosvenor have apparently a backlog of 2-4 weeks when looking at bank details - dunno how this meets their regulatory requirements re pending withdrawals mind u....

Can you call them?

I can’t take this seriously anymore lol this mob are unbelievable so no bonuses will be issued to you while a withdrawal is pending on your account, ok  probably a generic  email but it clearly states on the withdrawals pending page that no bonus will be issued then I get sent this just this morning  I can’t even deposit in the account . 

[pinnit2015]

Yeah, that's another annoying quirk - given they can, and i say can because some seem quicker than others or were when i last played there, take days to process you're automatically ruled out of the promo's as well. 

Why can't you have a bonus when a withdrawals pending anyhow? Weird. 

[pinnit2015]

1 hour ago, Chico28 said:

Yes I can get through to them on the phone and basically get the same answers  the 2/3 times I’ve called since last Friday,  but I could tell when they have a manager or higher person on the phone the 3rd time obviously because the tone and manner of the way I was dealt with totally changed spoke very clearly she was assured I would be paid out and thanked me for my patience and that they are very short staffed and so on but in the end it was still the same outcome if there’s a back log ok that’s fine but what time frame would you suggest maybe a complaint should be put in. 

What Aspire Global brand is it again?

I'd probably put a complaint but not sure how much use it will be but you never know

Providing you've not broken any terms you will be paid out - Aspire Global might have wrecked the Trada Brand (or, Trada took the money and didn't care about the customer base is probably more accurate) but they're not quite Curacao banana republic

[pinnit2015]

D'oh, it's in the title... though it meant Billion reasons not to pay.

[Chico28]

3 minutes ago, pinnit2015 said:

What Aspire Global brand is it again?

I'd probably put a complaint but not sure how much use it will be but you never know

Providing you've not broken any terms you will be paid out - Aspire Global might have wrecked the Trada Brand (or, Trada took the money and didn't care about the customer base is probably more accurate) but they're not quite Curacao banana republic

Cheers mate for the reply’s , Billion casino i will probably go ahead and submit a complaint  through here as I just called there corporate office in Malta to get absolutely nothing from a receptionist who couldn’t even put me on the phone to any sort of representative of the casinos they represent like upstairs didn’t exist  , I am just the receptionist here was the answer scary to be honest got nowhere , i win it on crazy time with my deposited money deposited over 3 grand no problems but now with the withdrawals being badly messed around. 

[pinnit2015]

4 hours ago, Chico28 said:

Cheers mate for the reply’s , Billion Casino casino i will probably go ahead and submit a complaint  through here as I just called there corporate office in Malta to get absolutely nothing from a receptionist who couldn’t even put me on the phone to any sort of representative of the casinos they represent like upstairs didn’t exist  , I am just the receptionist here was the answer scary to be honest got nowhere , i win it on crazy time with my deposited money deposited over 3 grand no problems but now with the withdrawals being badly messed around. 

Yeah, the probably have their CS situated god knows where - only the head honcho's there

Despite being bad on other aspects, I have to give Casumo some praise when it comes to their customer support/verification/payments - know a few folk who have gone through KYC/SOW whilst on the chat with the right person but they're the exception - generally speaking support/first line of contact have no clue - doesn't make it right but there's always a shadow-y 'relevant department'

I got put off Crazy Time when it was 7 1's in a row, i missed the 8th and it was Crazy Time x5 

[Chico28]

On 8/7/2020 at 5:58 PM, pinnit2015 said:

Yeah, the probably have their CS situated god knows where - only the head honcho's there

Despite being bad on other aspects, I have to give Casumo some praise when it comes to their customer support/verification/payments - know a few folk who have gone through KYC/SOW whilst on the chat with the right person but they're the exception - generally speaking support/first line of contact have no clue - doesn't make it right but there's always a shadow-y 'relevant department'

I got put off Crazy Time when it was 7 1's in a row, i missed the 8th and it was Crazy Time x5 

Crazy time you get really bad runs it can be brutal, fobbed off again today trying to get at least a time frame of a payout of my winnings I didn’t realise actual legit casinos could do this sort of thing to customers real eye opener for me in regards to this, no time frame given so they can basically make it up as they go along while holding your withdrawals at ransom. 

[Chico28]

On 8/5/2020 at 9:29 AM, ValDes said:

Hi there..

Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

Using AskGamblers Casino Complaints Service

Let us know in case you need further assistance. 

Hi just an update I have pretty much accepted that I will probably not be paid my winnings by billion casino, my fault I played there let it be a warning to others ,   Sore one to take as it’s a lot of money for me , now I managed to dig up a few reviews of people having similar issues and just checked my game log and history for July 29th and 30th have disappeared playing crazy time and winning the money in the game history unbelievable I have some screen shots of the originals if that matters anyway for future reference just need to seek legal advice maybe awful. 

[pinnit2015]

I'd still raise a complaint. TBH mate, as much as Aspire aren't great, I've never really heard of them intentionally ***** folk out of money. Does it say the cashout is still pending?

As for game logs - wouldn't read too much into it: i'd the same issue at Novibet and a L and L casino recently and only came back after 7 days. 

[Chico28]

6 minutes ago, pinnit2015 said:

I'd still raise a complaint. TBH mate, as much as Aspire aren't great, I've never really heard of them intentionally ***** folk out of money. Does it say the cashout is still pending?

As for game logs - wouldn't read too much into it: i'd the same issue at Novibet and a L and L casino recently and only came back after 7 days. 

I’ve now raised a complaint through ask gamblers not been looked at yet,  just let it run it’s course mate fingers crossed hopefully you’re right I don’t doubt your experience cause I ain’t got it when it comes to this always been paid with no hassle or having to wait 7/8 days , think I have done it properly and given the proper info,  first I’ve attempted a complaint against a casino to be fair, cash out is still pending mate no further information on if documentation has even been looked at never mind accepted had someone say 14 days to me which to me is madness. 

[pinnit2015]

29 minutes ago, Chico28 said:

I’ve now raised a complaint through ask gamblers not been looked at yet,  just let it run it’s course mate fingers crossed hopefully you’re right I don’t doubt your experience cause I ain’t got it when it comes to this always been paid with no hassle or having to wait 7/8 days , think I have done it properly and given the proper info,  first I’ve attempted a complaint against a casino to be fair, cash out is still pending mate no further information on if documentation has even been looked at never mind accepted had someone say 14 days to me which to me is Madness. 

Yeah, whilst MGA licences and UKGC ones don't mean casino's act properly, it's certainly a far cry from a banana republic one from South America - I'm not a massive fan of Evolution Gaming, seen a few things about them, but that's more where they refuse a bet after it's been placed in time etc - maybe they've doing the old 'double check' with the provider, I don't know.

Give you some context, at Jambo, an Aspire site, Mrs P made a 6k cash out from playing Danger High Voltage - processed in 6hrs last month, which is why i'm saying i don't THINK they're like that. But 14 days is awfully long to wait - thought I've got a friend now at Grosvenor in week 5 for bank statement/sow verification.

IMO the UKGC needs to clearly outline KPI's/Timescales regarding things like this - think they just say reasonable time. Better if they said, unless extenuating circumstances, 3/5 days max for SOW.

Or...they should really payout and then do the SOW etc - which is what i think they're doing with you. Either way, it's holding up withdrawals based upon information requests which could have possibly be requested at another stage - which doesn't seem right - you can't reverse it, which is a minor silver lining. 

Casumo - know someone who waited 21 ish days to be 'verified' and funds release and they're 'allegedly' a good casino 

[Chico28]

9 minutes ago, pinnit2015 said:

Yeah, whilst MGA licences and UKGC ones don't mean casino's act properly, it's certainly a far cry from a banana republic one from South America - I'm not a massive fan of Evolution Gaming, seen a few things about them, but that's more where they refuse a bet after it's been placed in time etc - maybe they've doing the old 'double check' with the provider, I don't know.

Give you some context, at Jambo Casino, an Aspire site, Mrs P made a 6k cash out from playing Danger High Voltage - processed in 6hrs last month, which is why i'm saying i don't THINK they're like that. But 14 days is awfully long to wait - thought I've got a friend now at Grosvenor in week 5 for bank statement/sow verification.

IMO the UKGC needs to clearly outline KPI's/Timescales regarding things like this - think they just say reasonable time. Better if they said, unless extenuating circumstances, 3/5 days max for SOW.

Or...they should really payout and then do the SOW etc - which is what i think they're doing with you. Either way, it's holding up withdrawals based upon information requests which could have possibly be requested at another stage - which doesn't seem right - you can't reverse it, which is a minor silver lining. 

Casumo - know someone who waited 21 ish days to be 'verified' and funds release and they're 'allegedly' a good casino 

I appreciate the info mate big time still not confident tho it relaxes me more than there customer support ever could, some of the stuff I’ve seen on here is absolutely invaluable to gamblers that use online casinos either way I’ve dipped my toe into another world from just a bookies or land based casino, I can only hope at this point it’s just a stretching out of the process and this is genuine be gutted otherwise big loss for me as a gambler I don’t mind losing but losing when you’ve won that’s totally different cheers again bud

[pinnit2015]

10 hours ago, Chico28 said:

I appreciate the info mate big time still not confident tho it relaxes me more than there customer support ever could, some of the stuff I’ve seen on here is absolutely invaluable to gamblers that use online casinos either way I’ve dipped my toe into another world from just a bookies or land based casino, I can only hope at this point it’s just a stretching out of the process and this is genuine be gutted otherwise big loss for me as a gambler I don’t mind losing but losing when you’ve won that’s totally different cheers again bud

I have many a non UK bookie that i think are top class - novibet/L and L group being 2 of them but, if I'm being honest, if I was high rolling i would opt for a UK bookie or land based. Not fair to tar them all the same but you don't get as much nonsense from either of these as you do with most of the other online. How many times have you won at Land Based and thought 'oh the hoops that i may need to jump through'? Not many....How many times, especially the non UK sites, do you get hit with 'we need 4 corners of your card' - and i may add this IS NOT mandatory, which is why UK sites don't ask for it! - very few, if any. 

Not that am shilling UK bookie sites - their customer support isn't great, they don't really care about complaints but they are generally less hassle free than some of the Malta rabble and if you're rolling relatively high i'd stick with them. 

Sky Vegas? - 50k of deposits in 4 years, no SOW

Casumo/Rizk and many others; SOW with 1/3 of these in x2 time i've had an account

You think Aspire are bad - never try Jumpman gaming sites or say Progress Play with their x3 bonus conversion and non responsiveness. 

[pinnit2015]

My favourite for stalling is the old:

in 2016 you used a card to deposit, can we have a copy?

No - it's cut up

Well then, we can't pay - you need a letter from the bank. 

What absolute tosh. So, you can deposit for years with a stolen card, that's ok as long as you don't have the gall to withdraw?- that's basically what some of them are saying.  

I had one, looking for proof of residence who did the whole - we don't accept PDF's must be via the post and in colour (i think some of them make this up) - all i did was colour my statement, print it off, fold it as if it was in an envelope and guess what? Approved - shows how some of this is pointless.

Same for the card example  -my pal, having had the long card number etc just not the card, took a pic of his new one and simply, using an editor/paint, replaced the numbers and...hey presto, approved!

Fact is  -electronic verification using data that is more robust than taking a pic with your phone etc should be mandated. It'll cost them but so what - some are running PNG games at 91% so i'll presume they can afford it.