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Spela – Closed Account and withholds over £800

Ruling

Resolved - Both the submitting complainant and Spela Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Spela Casino Review.

Player's Complaint

Hi there, thanks a lot for helping me out with this! I submitted a withdrawal request for over £800, a bit later I receive an email saying that I've tried to verify with a fake driving licence and therefore they have the right to confiscate my money and closed my account. I replied that it isn't a fake driving licence. The problem might have been that since I have moved recently and haven't yet received my new driving licence with the updated address on it, they thought it is fake because the address doesn't match with where I'm currently living. I explained this to them and said that as soon as I get my new driving licence, I'll send them a pic of it, as well as proof that I used to live at the address on the old driving license. That's what I did but my account continues to be blocked and I can't get my money out. The weird thing is that I never actually sent them any documents directly. I was only asked to verify my account with their sister site "Pelaa" and ironically, there my documents have been approved already. Please let me know if you need any further information, thank you!

Read the casino review

5 Responses

ThePOGG
May 26, 2020

Hi mendyrose - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Jun 11, 2020

Hi mendyrose,

Spela are waiting on you providing the following documentation:

- A screen shot of your Paypal account showing your payment to them and the page url.

- A selfie of you holding your ID with a note saying "Only for use on Spela account user ID 9566788". The note must be hand written and in English. You must include the current date. You must sign the note.

Once you have submitted the above let us know and I'll follow-up with the operator on your behalf.

Thanks,

ThePOGG

mendyrose
Jun 11, 2020

Hi, thanks for the update. They have declined my new driving licence without giving a reason (because they don't have any reason... ). They asked for a different ID, so I sent them a pic of my passport. Only yesterday they asked me for the documents you mentioned. I've just sent them now. Let's hope it finally gets sorted, thanks for your help!

mendyrose
Jun 16, 2020

Hi, my withdrawal just went through. My account is still blocked though...

Thanks for your help, it's much appreciated!

ThePOGG
Jun 19, 2020

Hi mendyrose,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

mendyrose 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:

  • Spela
  • Malta Gaming Authority
  • Curacao eGaming
  • Genesis Global Limited

May 25, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.