Complaint #1 APlay Casino

Azartplay Casino - Skrill deposit of 750 'lost' during transaction

By Zdenek M.

8 years ago

Message on forum

I made a deposit of 750 Euro. Either this amount has been deducated form my skrill acount on balance in casino doesnt appear. After I contact casino I got info we will check. We will resolve it soon. We are doing our best sir.... But nobody tell ma any exact day. So actaulay its nearly 24 hours from my deposit and nobody cant say when they will do anything.

Here is part of chat

Zdeněk Malýcan:
Hello any news about my 750 Euro deposit ?
12:40:49 PM
Юлия vip-менеджер:
Zdeněk, hello!
12:41:51 PM
Юлия vip-менеджер:
Just a moment, please!
12:42:00 PM
Zdeněk Malýcan:
????
12:50:19 PM
Юлия vip-менеджер:
Zdeněk, finance department is still checking.
12:51:17 PM
Zdeněk Malýcan:
I got info from skrill already
12:53:41 PM
Zdeněk Malýcan:
I´m realy fedup
12:53:52 PM
Юлия vip-менеджер:
You can receive your funds within 5 working days. This is how a payment system works. We are also cheking this information in our financial department.
12:54:35 PM
Юлия vip-менеджер:
Your money are somewhere between us and your payment system.
12:55:13 PM
Юлия vip-менеджер:
We will find it soon anyway.
12:55:19 PM
Zdeněk Malýcan:
Great thx you very much I never tought that my money will come back. Its great info how can I say thx to you ?
12:55:48 PM
Zdeněk Malýcan:
I got same info 24 hours ago
12:56:44 PM
Юлия vip-менеджер:
Zdeněk, please, don't worry, we are trying to do our best.
12:56:50 PM
Zdeněk Malýcan:
I´m sorry but nobody looking becouse you have to find it ion skrill acount easily
12:57:07 PM
Юлия vip-менеджер:
Zdeněk, financial department is currently checking this information. You're just have to wait a little bit.
12:58:24 PM
Юлия vip-менеджер:
We will find your funds, please, don't worry!
12:58:46 PM
Юлия vip-менеджер:
Zdeněk, are you here!
1:04:39 PM
Юлия vip-менеджер:
Your vip-manager will contact with you as soon as it possible and you will get all answers for your questions.
1:09:18 PM
Юлия vip-менеджер:
Thank you for contacting us!
1:09:24 PM
AzartPlay: Operator closed chat 1:09:28 PM

Disputed Casino APlay Casino

Reason Amount not credited

Amount €750

Discussion

AskGamblers

• Support Team

8 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.

cendaprnda

• Czech Republic • 1 reviews

8 years ago

Problem haa been resolved

AskGamblers

• Support Team

8 years ago

Dear @cendaprnda,

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

8 years ago

Dear cendaprnda, as far as we know, the funds have already been credited to your account in the casino.
We apologize for the delay, however, it happened on the side of the payment system and we could not hasten this process.

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.