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APlay Casino - Failed to close my account permanently when asked

UNRESOLVED
Complaint Info
Disputed casino APlay Casino
Reason Account closure
Amount € 1929
Posted on July 29, 2020

Hi - I would like some help and to make a complaint about Aplay casino.
I am looking to see about getting money refunded to me that I deposited on their site since the 10th of July. The amount is 1929 euro.
On the 10th of July I requested for my account to be permantley closed with no chance of reopening. This was done by chat support - I dont have any screenshots of this conversation and the casino said that they were unable to send them to me - I do however have screenshots of conversations Ive had after with different advisors which I have attached to the complaint and where they confirm I did request this to happen. The chat advisor I spoke to decided to only close my account for 7 days and then after the 7 days I didnt even need to request for this to be opened again - it was just automatically opened and I was able to log in and play.
The first chat advisor I spoke to didnt ask me if I had any gambling problems - they just didnt close my account as requested. In the terms and conditions it states that a player is able to request account closure at any time. I feel this should have been upheld on their side. I have tried to talk to the casino and they have told me that they won't refund the money back to me so I was hoping you could please help with this. The second advisor I spoke to early this morning - also didnt proceed to close my account and left it open - it was only the third advisor that actually closed my account when requested. I have uploaded some documentation to the complaint. I have further correspondence also where someone has contacted me by email to tell me that they won't help if you also need this. Thanks for your help and support. I have also added some screenshots of their own terms and conditions and no where does it state i can only get my account closed for 7 days in which they are saying.

Posted on July 30, 2020

Hello Barbara!
In order for us to help you with your issue, please send us your nickname in our casino in private messages!

Thank you in advance!

Posted on July 30, 2020

My user name is babsbh98 - thanks

Posted on July 31, 2020

Dear Barbara!
Thank you for the information!
Unfortunately, there is no account with such a nickname in our casino. Please contact our support team by e-mail (suppo­[email protected]­apl­ayc­asi­no.com) and check with the operators the nickname from your account. Then please provide it to us in personal messages.

Thank you!

Posted on July 31, 2020

I have just sent you an email requesting this information - can you please respond asap - also how do I send this information through personal messages? thanks

AskGamblers
Posted on July 31, 2020

Dear @babsbh

We have just sent you private note related to your casino username and registered email address. Please be kind and reply to our message by sending email to the suppor­[email protected]­skg­amb­ler­s.com

Thank you.

Posted on July 31, 2020

Hi - I thought that my username was < removed >and my email is defintley <removed > - you have just told that my user name is incorrect? I have just sent you an email to your support team - so if you could reply back this to me ASAP and let me know. You have just sent me a private message - I dont know how to reply to this private message - so I am just replying to you this way?

Posted on July 31, 2020

I have just retrieved this information -<removed > - this is my user name - can you please follow up now you have all my correct details. thanks

AskGamblers
Posted on July 31, 2020

Dear  @babsbh,

Please be informed that we have edited your previous post since it contained personal information, such as casino username and email address, which got forwarded to the casino via private message.

Dear APlay Casino,

We would like to inform you that player's casino username has just been forwarded to you via private message.

Thanks in advance for your cooperation.

Posted on July 31, 2020

Hi, Thanks very much - I have just forwarded it on to them aswell - thanks :)

Posted on August 3, 2020

Dear Barbara!
We apologize for such a delay with the response!
We have studied your situation and see that when you requested to block your account for the first time, the reason for blocking was not mentioned. However, when you informed us about the addiction in the chat, your account was blocked.

Posted on August 3, 2020

I spoke to the first advisor and asked them to permantley close my account with no chance of re opening - this wasn’t done - the advisor I spoke to did not ask me if I had an addiction and I didn’t feel it necessary that I had to provide this information. No where in your terms and conditions does it say that I need to provide this information - as the screen shots above show your own terms and conditions say that I just need to request this by speaking to someone on chat support which I did.
The second advisor I spoke to with the screenshots above also didn’t close my account after going through all that information with them again - still didn’t close my account!
It was only when I spoke to third advisor on chat that yas actually decided that you would close my account?
So on two occasions yas left it open which was against what I asked for (I can also provide screen shots of the third conversation)
I have requested a copy of the first transcript but yas have said that you can give that to me?
At the end of the day you have gone against your own terms and conditions - I done what I was supposed to and requested complete closure with no chance of reopening and yas didn’t comply with this!
It’s unethical and it’s wrong and provides no support for people with addictions and goes against every code for responsible gambling
You should refund my deposits as this is the right thing to do - as I’ve said previously everything was done correctly on my side - yas have let me down as a player

AskGamblers
Posted on August 4, 2020

Dear APlay Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could prove that casino acted according to responsible gambling policy. Please make sure to state all the relevant casino and/or promotional terms. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on August 5, 2020

Dear Barbara,
As we wrote earlier, at your request on 10.07 the account was temporarily blocked for 7 days according to our casino rules. Besides, the operator informed you that after the expiration of this period, we ask you to apply for the repeated blocking and this time forever. However, after 10 days you did not apply for an extension, you were active and regularly asked for a bonus in every chat session.
According to the Curaçao eGaming License that applies to us, operators are obliged to block a player without the possibility to restore the account only because of addiction.
Therefore, when you returned to the casino and reported an addiction, your account was blocked.
As for the lost funds, since they had been lost before you reported your addiction, we cannot return them to you.

Posted on August 5, 2020

Hi,
So you have basically just waited 48 hours to reply the same message that you have already sent.
The issue here is that when I requested my account to be permanently closed with no choice of re opening you should have honoured this and done what I asked you to do.
As shown above your own terms and conditions state all I need to do is contact tell and tell them this is what I want.
I contacted your support team and told them this - they refused to do as I asked which is a breach of safe gambling.
Your advisor did not ask me my reasons for closing the account - if I had of asked him I would have told him - I wasnt aware that this was needed - as again you do not state this any where in your own terms and conditions.
If you check your sister sites - im sure you can see that I have also closed my accounts with them also - previous to this one - so is it not in fact against your own terms again that I should have been able to create an account and use the same information and deposit.
Everything you have done is unethical and as I said against safe gambling.
It took me three times speaking to someone for my account to be closed. The second agent I spoke to also decided not to do as I asked.
After the seven days that you are referring to - am I not supposed to then have to request my account to be opened again? How can it jut be opened again without me even having to ask for this!
My deposits were made unlawfully and you are basically telling me that you dont honour your own terms and conditions and that you will just do whatever you want - with no regards to the player?

Posted on August 5, 2020

Dear Barbara,
When you first contacted the support, you did not request the blocking itself, but only asked how the account could be blocked in general.
After that, the second time, you requested blocking, since you were not given a bonus.

That's right, our rules state that you must contact the support team in order to block the account. You did that and your account was blocked. The operator informed you that your account would be blocked for 7 days, and you agreed to that.
In this case, you do not need to contact the chat or the email for unblocking again, since it happens automatically.

Posted on August 5, 2020

Hi
Can you please supply all of the conversations to the askgamblers team - so they can make an assessment about this?
I asked in my conversation with your chat advisor to close my account with no chance of reopening - that is what I asked for - as per your terms - when a player wants to close there account all they need to do is request this with one of our advisors. This is what I done .
What gives you the right to tell me I can only get it blocked for seven days? I don’t see this listed anywhere in your terms that it can only be closed for 7 days.
You keep saying that I didn’t not tell your support staff I had an addiction - I think that you are missing the point - that your staff member did not ask me this question - now if you can show me in your terms (screenshots attached) that I need to give this information then I will leave this conversation! But no where does it say I need to tell you this - you have a duty of care to ask this question and your staff member chose not too.
I have followed everything that I was supposed to do and done it correctly - you failed as a company!
In relation to the point you keep making about the 7 day closure - surely if this was a situation - a customer would need to request an account to be re opened after 7 days? Instead of it automatically being reopened - what is the point of closing account at all if this is the case?? Anyway as I said that is irrelevant as I asked you to permantley close it without option of reopening - you have the chat transcripts - you can see I asked for that and you have no right to deny me this! Responsible gambling????? You are supposed to support this motto - which you have clearly chose not too

AskGamblers
Posted on August 10, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on August 10, 2020

Still waiting for a response as they have just decided to now ignore the complaint - I have reopened the case with another 96 hours - after this I will have to make the complaint with their regulators

Posted on August 11, 2020

@askgmablers and @tawny - can I ask for some help from you please - @Aplay casino are just refusing to even respond now or provide requested information. Thank you

AskGamblers
Posted on October 19, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on October 22, 2020

Dear AskGamblers Complaint Team,
The player is blocked without the right to restore.
All detailed information about blocking of the account and blocking requests in the chat we have provided earlier on this complaint page.

AskGamblers
Posted on October 22, 2020

Dear APlay Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could prove that casino acted according to responsible gambling policy. Please make sure to state all the relevant casino and/or promotional terms. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on October 22, 2020

Hi
This does not answer my question or answer my request for a refund - you failed to block my account when asked and this is unacceptable - you can also read my above messages cause everything was explained.
I have also been emailing you for several weeks asking you to send me an email confirming that you are not refunding the money back to me and you have chose to ignore me.
If you are not going to comply with gambling laws and this is your final answer can you please send me an email confirming this
Thanks

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