Split Aces— player complaints: 12 in English

Hello there, only after going through the last 10 days have I realized how bad of a reputation Split Aces Casino have and I’m so sorry to ask for your help but I really just need this resolved! I asked for a withdrawal of €800 on the 22nd of January, and I had to ask for them several times to start the verification process, which finally was agreed as being fully done with all my documents having been verified and received by the 25th of January. It’s now the first of February and the €800 is still in my account, no where near being processed and I’m starting to lose all hope of getting my money out. No bonuses were active, and I had deposited well over €900 into their casino over the past few months. Please help me get my withdrawal confirmed and out, they just keep lying to me and giving me excuse after excuse! I will never be playing with them again

Won 500 euros, sent verification documents all accepted, withdrawal accepted but they won’t send me my winnings. Asked to speak to manager they refused and just keep telling me to wait. Feel like crying I need this for Christmas

I spoke on live chat to somebody about cancelling/closing my account they requested I emailed the support email stating this (which I did). They failed to comply to this and left my account open. I then spoke to somebody on chat again stating I want my account closed/cancelled again diverted me to email, Yet again I emailed stating I want to close, finally I got a reply asking me why which I gave all the reasons and no reply - yet again they didn't comply. Yesterday 1st December they finally closed my account from chat. This is a major breach. I have all the evidence and I will pursuing claiming all the money I deposited since asking for the account to be closed.

I requested withdrawal and sent ID documents to them on 21st October and haven't heard anything since. I have spoke to live chat (awful experience!) who have said they have received the email but it is taking a very long time to confirm my withdrawal.

Hello, I won in Split Aces Casino 7552 euros. I requested the withdrawal of the entire winning, but I only got a fraction. The casino sent me a letter that I could only get 3,570 euros, the rest was cancelled. The casino did not state the reasons why my winning were cancelled. They referred to the terms of the bonus, but did not specify them. I 've written to support several times, but they 're ignoring me. My rights guarantee me that I can be informed of any terms. If I have not been informed of a term, it does not apply to me. Especially, I need to know the reason why I can 't get more than half the win. I demand Split Aces Casino explain his actions and return my 3,982 euros.

Hi Withdrawal requested on 29.08.2019. No bonus involved. Provided all required documents, withdrawal has been approved. Received few emails confirming that everything is fine and withdrawal has been paid out. My account history shows withdrawal accepted. Any chance you could help me with this case? Thank you

I am currently dealing with a huge gambling and mental health issue I was advised to exclude from all casinos and gambling sites by my doctor and phsychiatrist. I signed upto Gamstop and multiple single self exclusions booked in after loosing my life savings. I excluded from Casino Napoli and I was explained that I wouldn’t be able to gamble with Their company again. I had a meltdown weeks later and lost searches for a casino to gamble with I can’t recall the who meltdown but I ended up depositing £5013 with split aces owned by the same company and on the same licence to my knowledge as casino Napoli. This has been passed onto one of their departments to deal with and nothing for over a week and no reply from customer service either. I’m really having a bad time with this and it is making my health worse. I emailed them the day after a loss of control explaining that I should have been self excluded and they haven’t refunded my money. Can you please resolve.

I made a withdrawal on 7th Jan and still awaiting for the withdrawal to be cleared. I have already submitted all ID proofs and docs as per requested. Customer service staff is extremely rude and unhelpful.

Hi I won some Money on this casino and the bonus Money was removed when doing so. I made a request for 1300 euros. I got back that total winnings from bonus was 230 Euros. I had no bonusmoney on my account when withdrawel was made. I have in chat gotten the information that the funds on my account is not bonusmoney but the financial department refuses to pay me the chatt has now gone silence and they dont answer my questions there. Please help me get my Money. Best Regards [EDIT]

Hello ThePOGG and thanks again for all the work you do. I am a uk player but was allowed to register and deposit around £300 GBP at splitaces casino. I am also self excluded with Magik casino who operate under the same license. When I asked the customer service about this they ignored me for weeks. I can see from previous complaints they’re often non compliant with you too but wondered if there was anything you could do. Thanks Dancul30skye

they accuse me if irregular play, because of their unfair playing terms, that i cannot bet more than 30% of the current deposit amount. for example if i spin roulette wheel 100 times calculating and monitoring the 30% so i dont go over it is impossible and guarantees that nobody can ever win big. it is impossible to win unless you place big deposits this is unethical because it encourages people to gamble large amounts. what happened to the situation where you could gamble small and win big? plus i see they don't have a uk licence

I would like to put in a complaint about split aces casino. I signed up over two weeks ago and deposited money over the space of two weeks. I wagered the requirement to be able to withdraw which was 2000. Throughout my whole time playing I never exceeded 1/2 pound bet a time. I changed game at one time and set the bet to 1 pound not realising this was based on a 30 line slot and was charged 30 pound bet. I immediately rectified this and reset my bet to it’s original 1/2 pound. This casino site is saying that because of this error I was irregular betting and can not withdraw. They can see that my bets were of a consistent amount and no where near that amount, so I am unsure of why I am being rejected my winnings. I don’t feel this is a fair way of playing at all. Can you help [EDIT]