Complaint #15 APlay Casino

Refusing a withdrawal

By Milena_nena

5 years ago

I need help please. This issue has been going on for some days now. I am an regular player at Aplay casino. My account is fully verified and i have made a lots of deposits and withdrawals also. I always use the same card for depositing and withdrawing. It always worked just fine till now. I made few withdrawals in october. I want to withdraw some money now, but my winnigs are held on pending and then rejected. The explanation is: your bank is rejecting the withdrawals. Impossible! I always use the same card and now all of the sudden gets rejected. I sent to aplay all kinds of screenshots showing that i always use the same card.
I have sent to aplay a tons of mails but noone is trying to help me.
I repeat, I made withdrawals on the end of october with the same card and got my money within hours. I also contacted live chat and they were giving me all kind of shady answers. I also made a withdrawal at another casino with the same card just a week ago and recieved my winnings within 2 days. And the casino is situated in the same place as Aplaycasino. So the bank problems is just a bad excuse.
Please help me resolve this problem. This is the worst gambling experience i have ever encountered!
Also: the live chat was talking something about Ucraine being restricted. I m from Slovenia and Slovenia is not restricted. So what kind of excuse is this? What has Ucraine has to do with me and the Aplay casino?

Disputed Casino APlay Casino

Reason Declined payment

Amount €400

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Milena_nena

• 1 reviews

5 years ago

Hello AskGamblers.
First of all I would like to thank you for helping me to resolve this problem.
I finally got paid out. So the story is close. I think that without your help I wouldn't be able to solve it.

Thanks for all.
Kind regards.

NenA

AskGamblers

• Support Team

5 years ago

Dear @Milena_nena,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

APlay Casino

• Representative

5 years ago

Hello Nena,

I see that your withdrawal request was successful via Skrill. Please specify if you have received the funds.

Thank you in advance.

Best Regards,
Aplay

APlay Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $3,231

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

APlay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

APlay Casino Complaints

See all complaints for this casino

1200 eur account blocked Verification continue more than 12 days

Hello! I have account in aplay.casino My first deposit was lost and everything was ok. Then I've deposited again and started winning. After it they requested documents from me, that was uploaded immediately. Then they've blocked my account and requested video verification. Video verification was successfully completed, I've answered all their questions and confirmed my documents again. Since video verification has gone more than 12 days, the account is still blocked, their answer is: "there is no timeframe for the verification process. Wait for confirmation e-mail." Please help me solve this situation. Thanks.

Resolved

€1,200

Failed to close my account permanently when asked

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.