Just about to raise a complaint

[keblack]

So, are there any tips about raising complaints about a casino?  I was going to lodge a complaint at the Malta Gaming Authority website. Spin Palace casino (the Palace Group) owes me a lot of money and it's been 2 weeks now and they seem to be giving me different excuses each email. They also claimed they were charging me $500 for an echeck dispute and that didn't even exist since I deposited with vanilla MC and the withdrawal had no bonus left or anything.  So, waiting for $3,500 - should be $4000 but I guess I'll have to let them take more money.  They said they released and processed my withdrawal on monday but it has not shown in my bank yet. I won some money from them before and it went into my account within 2 days and so that is why I think they haven't even sent it. Very discouraging.

 

Anyway, I'll give them the benefit of the doubt and wait until Friday to see if it arrives in my bank. Then I will proceed. You might want to hesitate before playing that casino.

 

Update today .... received another email from them saying they have not released and processed my money yet, even though they said they did on Monday. A clear sign they are just lying to me. How can casinos get away with this ?  I don't think I will ever play an online casino again.

[ValDes]

Hi there and welcome to AskGamblers. 

 

Strongly encourage you to consider using AGCCS /AskGamblers Casino Complaints Service/ and file a complaint against the aforementioned operator. 

 

More about AGCCS here. 

 

How to use AGCCS here. 

[catapultaudio]

Seems unusual for this group to stall over this sort of amount... you say you have made previous withdrawals therefore I assume your account was already verified when you made the request two weeks ago. Has it been removed from the reversible status in your account as yet? 

 

I would get on the live chat and explain the previous misunderstanding of one person saying it had been sent on the Monday and another telling you it was still pending authorisation ... ask for a clarification on the current status and a definitive timescale on when you can expect to receive the payment. If there is any further delays after the date stated then absolutely start a complaint here at AskGamblers - if you have followed all of the casino's rules then you should have no problems sorting this out through that method, but of course it's not at all acceptable that you have to resort to this just to get your legitimate winnings!

[cocopop3011]

So, are there any tips about raising complaints about a casino?  I was going to lodge a complaint at the Malta Gaming Authority website. Spin Palace casino (the Palace Group) owes me a lot of money and it's been 2 weeks now and they seem to be giving me different excuses each email. They also claimed they were charging me $500 for an echeck dispute and that didn't even exist since I deposited with vanilla MC and the withdrawal had no bonus left or anything.  So, waiting for $3,500 - should be $4000 but I guess I'll have to let them take more money.  They said they released and processed my withdrawal on monday but it has not shown in my bank yet. I won some money from them before and it went into my account within 2 days and so that is why I think they haven't even sent it. Very discouraging.

 

Anyway, I'll give them the benefit of the doubt and wait until Friday to see if it arrives in my bank. Then I will proceed. You might want to hesitate before playing that casino.

 

Update today .... received another email from them saying they have not released and processed my money yet, even though they said they did on Monday. A clear sign they are just lying to me. How can casinos get away with this ?  I don't think I will ever play an online casino again.

 

Hi Keblack

 

Instead of updating your first posts it's probably best to write a new post it's likely we'll miss it if you just keep adding to the first post.

 

Are you going to take the advice Valdes offered to open a complaint?

[keblack]

Hi, I will open a complaint. I have received emails from several people and they keep giving me excuses and lying to me about payment.  Yes, I am a verified user, even though they said this withdrawal did not need any verification - they already sent me a $1000 payment a few weeks ago within 3 days to my bank. I think it is the amount $4000.  There is nothing in my account - nothing still to reverse or anything else.  Maybe they just want to keep it or they don't have enough money to pay it ?

[ValDes]

Hi again @keblack. 

 

Your complaint has been reviewed and processed by the AskGamblers Complaints Team. Link to the case below: 

 

Spin Palace Casino - Delay of Payment

 

Let us know in case you need further assistance.