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Awesome Spins - *Nektan* not processing payment!

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Awesome Spins Casino Review.

Player's Complaint

Hi,

I recently opened and acc with Awesomeness Spins on the recommendation of Chipmonkz Slot (he is refusing to help me)

I have previously made one successful withdrawal from Awesome Spins for £250 - I have since won a further £1000 from non bonus play (roulette and 1 slot) and this casino is letting my withdrawal sit in pending, despite twice sending all requested documents to verify.

Customer service are saying it's the documents departments problem and i am receiving no communication from them? It has been 12 days!

hope you can help me resolve this :(

Read the casino review

6 Responses

User icon
ThePOGG
November 20, 2020

Hi incubus_88 - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 27th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
Incubus_88
November 20, 2020

Totally understandable, appreciate your help and time.

User icon
Incubus_88
November 27, 2020

Hi guys,

Just a quick update - I have since received an email from casino or Grace Media who runs the casinos compliance department, to again ask for documentation which I have on two occasions previous supplied. They have asked for PayPal ownership confirmation (screenshot of name, account logged in and email) which I have supplied twice previous, and now a third time as of latest email. I believe they are being deliberately duplicitous and are stalling on money. I get no response from the compliance team in regards to querying what exactly is not acceptable about my uploaded documents, only communication is through live chat, which say they will raise it with relevant department.

Appreciate your help and time on this and look forward to hearing from you

stay safe

User icon
ThePOGG
November 29, 2020

Hi Incubus_88,

I'll try to contact the operator, but this is a license that has historically been non-responsive to complaints, so the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
Incubus_88
November 30, 2020

Hey guys

I have received my money from casino - Thank you very much for the time you gave. take care

User icon
ThePOGG
December 2, 2020

Hi Incubus_88,

Thanks for letting us know - it is appreciated!

Thanks,

ThePOGG

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Agreement

Incubus_88 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Awesome Spins
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • Nektan (Gibraltar) Limited

November 18, 2020

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