– your source for reliable information about online gambling.

  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
Aweber logo
[X] Close this form and return to site
Close geo
Turn geolocation on
Locale settings

Currently viewing:

English in United States

Split Aces - Failed to Comply


Found for the Casino - An account closure request will only ever be considered a self-exclusion if you inform the operator that you have a gambling problem.

Read our Split Aces Casino Review.

Player's Complaint

I spoke on live chat to somebody about cancelling/closing my account they requested I emailed the support email stating this (which I did). They failed to comply to this and left my account open.

I then spoke to somebody on chat again stating I want my account closed/cancelled again diverted me to email, Yet again I emailed stating I want to close, finally I got a reply asking me why which I gave all the reasons and no reply - yet again they didn't comply. Yesterday 1st December they finally closed my account from chat. This is a major breach. I have all the evidence and I will pursuing claiming all the money I deposited since asking for the account to be closed.

Read the casino review

4 Responses

User icon
December 2, 2019

Hi el91 - welcome to!

As a UK citizen you should only be playing with operators that hold a UKGC license. Split Aces do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

When asking for your account to be closed did you inform the operator it was due to gambling addiction?



User icon
December 2, 2019


Thanks for the reply,

I didn't say it was due a gambling addiction, however I have had a slight problem. I emailed asking to close with immediate effect however they failed to comply then I emailed again mentioning I have previously emailed and I need it closed and they still didn't comply they have only recently complied when I went on live chat stating I will be putting a complaint in with Curacoa Licensing. They are Cowboys and on chat we're being very rude.

User icon
December 2, 2019

However on Chat previously I have mentioned that I do have a slight problem but I really didn't want to get in to that with them.

User icon
December 3, 2019

Hi El91,

Sadly, even in tightly regulated markets like the UK if you do not make clear that the closure request is due to gambling addiction issues, the request will not fall under Responsible Gambling policies and even if the account is 'closed', which there is not legal obligation for the operator to actually do, it can be re-opened at any time, immediately, simply by request. As such, this is a closure in name only.

If you have not made this clear when you were asking for an account closure, no operator would be held responsible for subsequent activity on your account.


Leave a Reply

You must be logged in to post a comment.


El91 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.

December 2, 2019

United States country flag