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Hi Santiar,

Thanks for your feedback.

I can see that this breach was picked up on when the fraud team were processing your withdrawal. I do apologise for the inconvenience. 

If you do wish to escalate your complaint you are well within your rights to contact the MGA. I am sorry that I cannot do anything further for you.

Many thanks and take care!

Hi Lloyd,

Welcome to LCB Forum.

Ive got a problem with your Casino and it seems the support staff are giving me the run around.

I made a deposit Friday 18th Aug,2017. Due to Friday Freebie I received 50% bonus plus 20 free spins on Copy Cat Touch. Once I finished my "free spins" I then chose Tarzan ( Microgaming) and spun some rounds at .80 per spin. I had three bonus symbols come up which gave me the Bonus round wheel. I spun that and won 10 Free Spins from which I won $36.92 Total. When the free spins ended and the bonus window closed, the winnings were not added on my balance. I spun once more in case that was the way it added them but it did not so I closed the game,logged out and back in,opened the game back up but still my winnings were not there.

It was early afternoon here in my country so no chat, ( 01:01 was the deposit time) I sent an email to support and had to wait 4-5 hours til the casino opened Support. I spoke to Tomi who couldn't find out what was going on....then said sometime NETET games had to be opened and button pressed with winnings to be credited....I informed him Tarzan is a MICROGAMING slot not NETET.

He kept making excuses, one of which was, the "Friday Bonus" I received didn't allow for me to play MICROGAMING slots, ergo my fault.

When that didn't wash with me he said his Supervisor said , " it seems" I didn't have a win that big?? He then demanded I leave Chat and email my concerns. 

So I sent an email.....which was replied by Lloyd who said, the slot Tarzan, which is a NETET game will be looked into and "if" it didn't pay me will refund.

Not only am getting the wrong information ( Microgaming, NETET) for which your staff should know which gaming provider, I'm basically called a liar.

I deposit between 5 Casinos every week, and thought I'd give your Casino another go, which is turning into a nightmare!

I kept asking for support to check my play ( as I stopped as soon as there was a problem) and they would see,yet I'm being called a liar!!

Im expected to "wait" and see if NETET providers, which is WRONG...it's Microgaming, find my winnings??

SnowAngel

HI SnowAngel,

Sorry to hear that. Your message has been forwarded to the casino. Could you please provide us with your casino username?

Hi SnowAngel,

Thank you for getting in touch and I am sorry to hear about this!

Please can you PM me your username so that I can look into this for you?

Many thanks!

Just so people are aware this group uses one of the lower rtp settings on their slots. For example book of dead is 94.25% while on most other casinos its 96.21%

Not cool

curious to hear what the Rep has to say about this.

Hi, for years now every single casino in the world knows Canada can deposit on casinos with credit card but can NOT withdraw any funds back to it. ALL casinos i play, i mean ALL, have the same option. Either they do bank transfer OR if they have the option, they pay to ecopayz. SO everytime i play on a site with ecopayz i assume it will be ecopayz or at worst bank. I played a lot on genesis group casinos, sloty, spela, pelaa etc and always worked with cashout in ecopayz if paid with credit or interac. But in the past year i had a few huge balances on genesis that i always ended up blowing up. They paid small cash out request but now i have that 450$ cash out from a 20$ deposit that is making them try sneaky stuff once more (them casinos never stop). They wait the full 2  delays max delay for a withdrawal to be paid.. to then return it in the account saying i have to request cash out back to credit card. I mean enough, i have enough of the casino pretending to have no idea what is happening in the world.Trying the stall tactic and make up stories hoping i blow it all up again. Amazing when you think about it. Their only job for us gamblers... is to give wins, pay them, that's it. Guess it's too hard still. 

A casino that allow Canadians know by then and accept that they will have to offer other payment options to the players or it is fraud committed against canadians taking their payments knowing full well they won't be paid. Punishable by law about everywhere in the world. They know that, they are just trying to entice me into losing it all again, because do they care about the consequence? nope, they want the money.

So after waiting the whole 2 days limit for payouts in their policiy to deny my cash out for a fraudulent request at doing something they know by law is forbidden attempting to make me lose again. Now it's been a day, they are still going to take another 2 business day to reply to me another amazing proof casinos amazingness going with bank details required.. 50$ fees and insane delays while they know for fact other genesis casinos paid me with ecopayz in the same situation. I am tired of casinos protocol to scam player's. They are acting like "ho sorry i didn't know" after only to make believe it was a mistake.. but it's all they do.. everyday of the week all year long... process withdrawals. THEY KNOW. THEY KNOW EVERY SINGLE BIT OF IT. They are are just plain doing you the trick.

So my email/name (same)  frelem01@hotmail.com   

ty as usual for your help.

Hello fredos386,

We're sorry to hear about your withdrawal processing issues at Spela Casino. We've sent an email to the Casino Representative and asked him to check what's going on. We'll keep you updated.

Sydney hi i have no idea how this landed here as i posted as new complaint in forum.. weird. but ty

Oh i just realized what page it is. Ok im at the right place hehe.

Hello fredos386,

Don't worry, this is the right place for your complaint. I moved your complaint here since Spela Casino has a direct support thread. 

Hi ty i have received email from spela saying i was right about ecopayz and my withdrawal will be put on high priority so will let you know when i have received it ty.

Hi fredos386,

Thanks for the update. Please let me know when you receive your payment. 

@Sydney so after 24 hours upon receiving email from spela that my withdrawal would be paid on ecopayz and placed on top priority list... i ask live chat support how it's going as over 24h on top priority list is really taking their sweet time. I am told that each withdrawal takes up to 48h. So i waited the 48h to get declined, to fight back here be told it will be paid in top priority to then be told im on the bench again for 48h... Amazing when you know these days most casinos i play pay me with a mouse click. Feeling great how they seem to appreciate and value their customers so much. Good part of being in a group of hundreds of players and streamers on twitch is that we talk, we talk fast and new spread just as fast. And come back to me at the same speed with lots of stories just like mine. To the point i am told by well-known people online that "ha genesis, they always do that". Great for the business that's for sure.

Hello fredos386,

This is what the Casino Representative told us:

"Looks like an honest mistake from our side. Player was asked to withdraw back to his initial payment method which is a standard request from our RISK and Payments department. Due to it not being possible to withdraw back to a Mastercard the withdrawal was declined. It is unfortunate that he will have to wait a bit longer, however as I mentioned he has now re requested back to Ecopayz which he has now done. Nothing can be done regarding the 48hrs, it will take to process the withdrawal via this method. As I said before I will keep an eye on it for him."