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Split Aces - Cancelled winning

Ruling

Found for the Player - We do not agree with or support operators who enforce maximum win terms of this nature on non-bonus play.

Read our Split Aces Casino Review.

Player's Complaint

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.

Read the casino review

8 Responses

User icon
ThePOGG
September 26, 2019

Hi fat-carlos - welcome to ThePOGG.com!

Exactly what have the operator told you?

Thanks,

ThePOGG

User icon
ThePOGG
October 4, 2019

Hi fat-carlos,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
Fat Carlos
October 4, 2019

On August, 4, the Split Aces Casino told me:

This mail is to notify you about the status of your pending withdrawal request, code 364148, for the total amount of 7,552.00 EUR.

Please note that according to the Terms and Conditions of the bonus that was credited to your account, there is a max-winning restriction that you should comply with when requesting a withdrawal.

Therefore, we have processed the amount of 3,570.00 EUR to the method you have chosen and the rest was voided.

We apologize for any misunderstanding and thank you for respecting the mutual interests of fair gaming at our casino.

User icon
ThePOGG
October 8, 2019

Hi fat-carlos,

Split Aces carry the following term:

"If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

Have your deposits totalled more than €200?

Thanks,

ThePOGG

User icon
ThePOGG
October 17, 2019

Hi fat-carlos,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
October 25, 2019

Hi fat-carlos,

If we haven't heard from you by Friday the 1st of November I'll assume your deposits did not exceed €200 and close this complaint.

Thanks,

ThePOGG

User icon
Fat Carlos
October 29, 2019

The total amount of my deposits is 120 euros.

User icon
ThePOGG
November 1, 2019

Hi fat-carlos,

That being the case, unfortunately the above term would be enforced by the operator.

ThePOGG

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Agreement

Fat Carlos 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:

  • Split Aces
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

September 26, 2019

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