Home Complaints mr.play Casino - Player’s account has been blocked.

Amount: Can$500

mr.play Casino - Player’s account has been blocked.

8.9/10 Very Good reputation Submitted: 25 May 2020 | Unresolved : 18.06.2020
Our verdict

No reaction, good regulator

UNRESOLVED

Case summary

7 days ago - 18 Jun 2020

The player from Canada had her account closed for an unknown reason. We closed the complaint as ‘unresolved’ because the casino failed to reply.

Written by Zuzana R
Casino analyst
Public

Hi I just want to say this casino is a bad place I won money I even played all the money I was supposed to so I can withdraw and I tried to they would not let me I contacted them and they asked for lots of information I gave them everything they needed then they blocked my account because I would not stop asking them to pay what they owe me I won fair and square and they will not pay me my. Winnings now they won’t even message me back I spent my money around my birthday it was only forty dollars I spent but still I should get that back or my five hundred I won there excuse for erasing my file was I gamble to much when it was my first time ever lol 😝 DO NOT PLAY AT MR PLAY CASINO THEY WILL NOT PAY YOU If YOU WIN


Public

Dear Keimonty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino give you a particular reason for closing your account? Could you forward any relevant communication between you and the casino to [email protected]? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

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Hiiii no they never gave me a reason I actually got another message from them saying I could go in my account but I can’t they still have me blocked and I don’t know how to send u all the messages between us can u help me please and thanks 😊

Public

Hello Keimonty,


I carefully went through everything you sent. Just to make sure - you chose the wire transfer for your withdrawal (providing all the necessery information about your bank account), is that correct?

Also, is your account still blocked, please?

Public

Yes they said it’s the only way they can do it for Canadian ppl so yes I had no choice and I sent them all the info they asked for all plus what was weird right after I sent u all the information u asked for the emails and that between me and mrplay they sent me another message asking for my other card I used so I sent the information they said 48h so we will see what happens just so u know

so don’t know if it’s just another stall tactic oh yes and u asked if I’m still locked out yes I am I tried right before I messaged u back

Public

Keimonty, are you willing to wait those 2 days more? I will keep this complaint opened and if your withdrawal isn't successful, your account accessible (or at least some clear explanation given to you), we will try to get in touch with the casino to find out what's going on.

Public

Yes absolutely I’m reasonable I will give them a chance but if they don’t then do I just contact u right away when they do

Public

Thank you very much for understanding and patience, please keep me updated and let me know if there is any change.

Public

Absolutely thanks 😊 for helping so far bye

Public

Hello Keimonty,


Is there anything new regarding your case? Please let me know so we can continue resolving your complaint accordingly.

Public

Nope 👎 nothing they have not even got back like always I think 🤔 it’s a trick to get me to stop bothering them but i

not if anything I will go as far as getting a lawyer if I have to this is not right anyways yes I would like to move forward please 😊

Public

Thank you very much Keimonty for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Hello Keimonty,

I am very sorry to hear about your problem. 

In this case, we have no other option than contact the casino directly.

 

I would like to ask the casino about their standpoint regarding this situation.

Public

Yesssss please do I don’t understand it’s not right

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So what happens from here if y don’t mind me asking 😊

Public

Please be aware we are working on resolving this matter. In this phase, we will wait for the casino to reply. 

Public

Ok thanks 😊 so much for helping I appreciate it

it’s wrong what they are doing I seen a few complaints about this casino not till after it happened to me but yeah wish I would of knew before I would of never played there it’s not right I won fair and square u know anyways thanks again for the help 😊

Public

We would like to ask the mr.play Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Public

Wow no surprise there they did not answer any of my messages as well thanks 😊 for trying my biggest thing I want ppl to know this casino is a rip off and a scam and I promise I will not let this go and I will not stop until they either pay me what they owe me or they are shut down cause it’s not fair for them to take ppls money they win and won’t pay what the owe I’m not the first person they have done this to I have seen lots of complaints and starting to see more so if I have to this will be a great law suit as well

Public

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

 

The casino can reopen this complaint anytime.