Spela casino voided my withdrawals

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Hi I’m just after some advice please.

I signed up to spela on the 30th December 2021 and ended up winning nearly £32k and proceeded to withdraw it. On the 8/1/2022 they emailed me to say that my winnings have been voided due to a self exclusion on a sister site casino gods. I have no recollection of ever signing up to them before and have asked for further details to no avail! I’ve asked them for a final response as I’ve taken the matter to IBAS.

just wanted to see if anyone else has had this issue and if I’m likely to ever receive my winnings.

thank you 🙂

Daniel

yasminc20

Head of Community & Social Media

yasminc20

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Hi, the whole thing you described could be quite complicated.

First of all, if they claim you have a self-excluded account in their sister casino and you registered in Spela casino with the same personal details, they shouldn't even let you finish the registration process. (in case they normally want to block players who are self-excluded in their sister casino)

I can see you already submitted a complaint, so let's wait for how it develops.

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yasminc20

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Yeah I don’t even recall having an account on there sister site! Also I scrolled through a few settled complaints on here and came across one which was very similar to mine. The casino was also owned by Genesis global and they paid the customer out. The winnings were a lot less

Radka

yasminc20

Social Media & Community Specialist

yasminc20

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We shall see how it develops in your specific case. Please wait for the Complaint team, they'll give it a closer look.

Daniel

yasminc20

Head of Community & Social Media

yasminc20

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In that case, they should be able to prove their claims. They should be able to show the alleged account in the sister casino.

yasminc20

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i just hope there’s something that can be done. I see there was an extremely similar case to mine and That was with a casino owned by Genesis global. The only problem was that was for £75!

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Spela casino voided my withdrawals

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