Winnings voided at Spela Casino

[yasminc20]

Hi I had a win of just under £32k on a casino called spela who are part of Genesis global. I made the withdrawals on the 31st December 2021. They emailed me on the 8th Jan telling me that my winnings had been voided due to me self excluding on a sister site called casino gods which I have no recollection of and they haven’t provided any information! They then closed my account and took away my winnings. I’ve taken the matter up with IBAS and have asked spela for there final decision so IBAS can take up the matter.
I just wanted to know if anyone had experienced anything like this before and if I’m likely to ever receive my winnings.

Thanks

 

[gonzo fonso]

omg thats a massive win,yes casino gods is part of the genesis global group,along with casino cruise,casino joy,spinit,pelaa etc etc,im sure if you excluded from casino gods then you wouldnt of been allowed to sign up and deposit at spela casino,im sure they have to pay your winnings regardless,take it up with UKGC i would

 

[Casinomeister]

This is a nightmare scenario that Max and I discussed on one of our most recent podcasts - the illusion of Self Exclusion.

Online Casino Complaints and Player Exclusion Myths
Podcasts - Hear it From the Meister

For any folks out there relying on self exclusion OR if you have done it in the past, you need to listen up on this. Casinos are no longer required to exclude you from their sister sites.

 

[dunover]

This has the same undertones as the old EMSEB (EveryMatrix Self Exclusion Bullshit) we used to get, amongst others.

 

[maxd]

FTR, I've received the OP's PAB and am working on it.

@yasminc20 , please check your PAB Ticket, there are questions there I need a response to.

Also, please ensure that you have read and comply with the Player Arbitration Policies and Procedures .

 

[yasminc20]

Thanks for all your help guys. I’m just hoping they do decide to pay out! I’ve seen a similar case with one of there casinos and they paid out but the winnings were a lot less

 

[maxd]

Thanks for all your help guys. I’m just hoping they do decide to pay out! I’ve seen a similar case with one of there casinos and they paid out but the winnings were a lot less

Yeah, well, if you'd read the Player Arbitration Policies and Procedures you'd know that we won't get involved in a player's issue while it is actively being pursued elsewhere. Why should we waste our time chasing a moving target where anything we say or do can be made irrelevant without notice by others in their pursuit of the case?

If you still need help when everyone else is finished with the case then let us know. While you wait perhaps you can take that as an opportunity to read the Player Arbitration Policies and Procedures . Which, I remind you, you had declared you had done when you submitted your PAB.

 

[CasinoCruiseRep]

Hi I had a win of just under £32k on a casino called spela who are part of Genesis global. I made the withdrawals on the 31st December 2021. They emailed me on the 8th Jan telling me that my winnings had been voided due to me self excluding on a sister site called casino gods which I have no recollection of and they haven’t provided any information! They then closed my account and took away my winnings. I’ve taken the matter up with IBAS and have asked spela for there final decision so IBAS can take up the matter.
I just wanted to know if anyone had experienced anything like this before and if I’m likely to ever receive my winnings.

Thanks

Hi yasminc20,

Kindly note we sent you an e-mail earlier today in regards to your Withdrawal Status should you have any queries do not hesitate to contact us.

Regards,
Spela Casino Team

 

[yasminc20]

Hi yasminc20,

Kindly note we sent you an e-mail earlier today in regards to your Withdrawal Status should you have any queries do not hesitate to contact us.

Regards,
Spela Casino Team

You refunded my deposit and have given no information on this alleged account! I have been through my emails and have never signed up to the alleged casino gods!

 

[yasminc20]

You refunded my deposit and have given no information on this alleged account! I have been through my emails and have never signed up to the alleged casino gods!

I also have evidence of a similar case from a Genesis global owned casino where there account was self excluded but you had the person in question send documents and a phone call and then you paid out there winnings. You can’t have one rule for one and then another rule for someone else!

Thanks Yasmin