Atlantic Spins - Self exclude fail

Hi brizman - welcome to ThePOGG.com!

Before we go any further can you tell me if you've changed the details you used to register at Atlantic Spins compared to the other Aspire properties?

It would also be useful to know what exactly the operator has told you?

Thanks,

ThePOGG

My details are the same across all accounts registered. Karamba, mr play and atlantic spins. The chat support have confirmed 3 times that there was self exclude on network. I have since had reply from operator claiming no self exclude was present..and no refunds will be processed. I have chat transcript saved to confirm self exclude, along with screenshots. They have tried to claim self exclude began when i made original complaint on the 6th of this month.

Hi brizman,

Can you forward record of your self-exclusion request to [email protected]?

Thanks,

ThePOGG

I have submitted screenshots of confirmation of self exclude..via live chat on several occassions. Management have since replied saying no exclusion was in place. I have asked why i was told 3 times that it was? Also..i never could access my karamba account from 2014..as self exclude was in place.

Hi...any update on this please?

Hi brizman, Having discussed this issue with the operator my understanding is that you will be refunded the following: - TopTally - £97 to Visa (ending [EDIT]) - TopTally - £51 to Skrill - MrPlayer - £340 to Visa - Atlantic Spins - £782 to Visa - Atlantic Spins - £48 to Skrill We would appreciate it if you could confirm when you receive your funds. Thanks, ThePOGG

Thanks for the response. I have no response from operator direct. So i will update accordingly.

Some payments have now been made..i have received £1095.75 to my bank..which is less than stated above. Also they have only payed £71 into my skrill account.

Hi brizman,

Can you please forward on statements showing the payments you've received to [email protected]?

Thanks,

ThePOGG

Hi brizman,

There was a clerical error at Atlantic Spin's end. They have now issued the remaining payments and I would appreciate it if you could confirm when you receive them.

Thanks,

ThePOGG

I have received £51 to my skrill account on the 17th April. I am still awaiting the remainder being sent to my card.

I have still to receive the remainder of money back to my card. You confirmed on th19th April that the remaining payments have been made?

Hi brizman,

My apologies - this has been a misunderstanding on my part.

Your Skrill payment has been made. To issue your remaining bank payment the operator has requested you provide a bank statement for the account associated with the card ending 1054 showing the IBAN, BIC, your name and the Bank Logo?

Thanks,

ThePOGG

They already have banking and card details as they have made refunds to this earlier.

Still not received remaining refund. 3 weeks after some refunds were made, and still not received all.

Hi brizman,

While I appreciate your frustration you need to provide the above requested document before the operator will be able to issue the final payment.

Let us know when you've sent this through and I'll follow-up with the operator.

Thanks,

ThePOGG

Can you explain why i have to submit this? Considering they have already refunded some payments to bank? How can it be they need info AFTER they have issued refunds? It doesn't make sense.

Hi brizman,

You have to decide what your priorities are at this juncture.

If you want us to debate with the operator over the legitimacy of basic document requests I'm happy to do that on your behalf. But you can expect this process to stretch out further.

If your priority is to receive your funds as soon as possible (which would be our default assumption), the quickest route to move forward is to simply comply with the request.

Let us know how you would like us to proceed.

Thanks,

ThePOGG

I have provided information that was requested. In my opinion, this goes above anything that should be requested. I hope this serves as a warning for other players!

Still no sign of refund of funds.

Hi brizman,

I've just had the conformation from the operator that the balance has been paid, so please check your bank over the course of the next week and confirm when you receive your funds.

Thanks,

ThePOGG

Hi brizman,

Have you received your funds?

Thanks,

ThePOGG

Hi brizman,

If we haven't heard from you by Friday the 7th of June I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG

The funds have now been refunded. The matter is now closed.

Hi brizman,

Thanks for letting us know - it is appreciated!

ThePOGG