Hey Spin - Havent received my winnings

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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Player's Complaint

At 22:43:06 on 09/04/23 i placed a bet of the value of £149.19 on Kiekko-Espoo to beat Jokipojat Joensuu in the Mestis league of Finland Ice Hockey. The return if this went through would be £693.73. The first screenshot clearly shows my successful stake of that value, on Kiekko-Espoo, where it says in the market ‘Winner (Incl.OT): Kiekko-Espoo.’ The bet transaction number is: 3389160

They did in fact win, 3-2, which I have also attached a photo of. However, when I went to my bets to see if my money had come through, it said my bet had settled as a loss. To my horror, it also said in my ‘market,’ which previously had said Kiekko-Espoo, that I had placed a bet for the other team, Jokipojat Joensuu. I though I had done something wrong, but to my delight remembered I had taken a screenshot of my bet the previous day. I have attached the finalised bet as well, stating I had lost and betted on the team which clearly I did not. This is a lot of money, and as a result will not drop this. I hope this can get settled quickly, with my winnings fairly rewarded to me.

I contacted customer support, who were very helpful and said they would escalate it for me. Within 5 minutes, they came back saying that the bet had been settled correctly (shown in the attached photo), and contact live chat for anymore questions. As a result, I did this, and so far the nice person on live chat has reaffirmed this escalation, as I told them that I would contact legal advice if necessary.

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5 Responses

thepogg

April 14, 2023

Hi bruno1892 - 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 28th of April let us know and we'll contact the operator on your behalf.

Thanks,

ThePOGG

bruno1892

April 25, 2023

Hi,

We are getting close to the date and ive had radio silence. I have tried contacting for updates but hearing nothing.

thepogg

April 30, 2023

Hi bruno1892,

Are you still experiencing issues?

Thanks,

ThePOGG

thepogg

May 7, 2023

Hi bruno1892,

I'm following-up on the above?

Thanks,

ThePOGG

thepogg

May 13, 2023

Hi bruno1892,

If we haven't heard from you by Friday the 26th of May we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG