Complaint #2 APlay Casino

Azartplay Casino - Unable to process my €11,000 withdrawal, now threatening to confiscate my winnings

By Gatman1978

7 years ago

Message on forum

i am norwegian. we have restrictions from norwegian banks not being able to use our VISA card directly. so the industry have made several options for us too still get to deposit and having fun. i used VISA E-pro depositing at this Casino. when i was doing my withdraw of 11000 euro, the problems started. they didnt have a solution letting me withdraw as i deposit. in ebery other casino, direct banktransfer is allways an option. not here. so they told me too make an Skrill account. so i did. even though its weird how they can allow this, because they saif they were not able too withdraw from another optiopn thjen i made the deposit with....but skrill is the same challenge as with VISA. so i coulndt make a deposit from skrill to this casino, its not allowed if its used in gambling purpose. so what they decided was to just take my money, and told me they would just send my "deposit" back to me, not my winnings. they said my winnings was there's now. im shocked. no way this can be allowed??? its really stealing 11000 euro from me! and on top of it, they wrote on the chat: "What would you choose: get your deposit back or keep complaining on us and dont have an opportunity to get your deposit back?" THATS A THREAT. they just blocked me now, so i cant get any answers. and i haven't gotten any message on my mail or nothing. i just found out when i tried to login in, and got the message that i was blocked....i have a screenshot of the chat if that will help, and several e-mails.

Disputed Casino APlay Casino

Reason Declined payment

Amount €11000

Discussion

AskGamblers

• Support Team

7 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Gatman1978

• 3 reviews

7 years ago

My money is in my Skrill account, so i can confirm the issue is resolved.

AskGamblers

• Support Team

7 years ago

Dear @Gatman1978,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

APlay Casino

• Representative

7 years ago

Dear Gatman1978,
We conducted the investigation on your case once again which resulted the refund of 910 EUR to ePro payment system. The remaining of your winnings was sent to your Skrill account ( you have already received it). Initially our system couldn't process the payment to the Skrill account because the deposit was required. We needed time to fix this and now you can see the funds on your Skrill account. To withdraw the remaining 90 EUR kindly contact our support to unlock your account so that you would be able to create the withdrawal request. We apologize for any inconvenience caused and fully assume our responsibility.
Have a nice day!

APlay Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $3,231

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

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

Refusing a withdrawal

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?

Resolved

€400

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.