Ag Awards

Casino Plex Missing Payment of 7500 Euros.

Complaint Info
Disputed casino Casino Plex
Reason Delayed payment
Amount € 7500
Posted on July 15, 2014

I have been waiting for Casino Plex to issue my payment since last year june.

I have contacted them on a month to monthly basis. I email them and chat with their support agent and I haven't been able to receive a reply.

In 2013 Feb 28, they finally update me and told me that my withdrawal was processed, but I never received any money.

I then tried contacting again, and chat support told me to contact finance. I keep sending emails, but no replies. I keep contacting live agents and they said they will mark it as urgent and I will get an update the next day.

These conversations has been the same every month and I keep getting promises for replies but I never got any.

So I have no choice but to submit my complaint here.

I have already been extremely patience and at the end they chose to ignore me.

Posted on July 12, 2013

Good day,

With regards to the complaint above, please note that it is not exactly correct and below I explain the exact state of facts for this case.

First of all, when we checked your account, we found out that it has been listed by Playtech as being a bonus seeker account. Such actions are taken by Playtech following a detailed player audit based on different factors of player behavior.

Secondly with regards to your complaint about missing withdrawals , here are some facts which I have extracted from your account :

Total deposit : €500 + €800 + €20 = € 1320

Total winnings = € 4892 + € 500 ( bonus ) + 41 ( comp points ) = € 5433

Total bonus received : €1300

Total processed withdrawals : € 6753 as outlined below :

€733 – processed on 18.06.12 with Moneybookers

€ 6020 – processed on 28.02.13 with Click 2 Pay

Pending balance account : € 0

Hence under these circumstances, CasinoPlex hereby confirms to have paid you all your due winnings and unless you have something else to add, we consider this complaint resolved.

Thanks and regards,


Posted on July 14, 2013

Hi there,

I really did not receive my payment for 6020 through my click2pay.

I checked my statement over 10 times and I can confirm I did not get it.

Can you please check and confirm it was sent?

If it is, can you please give me the transaction or reference number so I can follow up with click2pay as to why I didn't receive it please?

I really want to solve this and I have no idea why the money went missing.

Posted on July 15, 2013

Good day,

We have sent a request to Click 2 Pay to send us a detailed report about your transaction so that we can send to you.



Posted on July 16, 2013

Great, thank you so much!

Please let me know asap! thanks so much!

Posted on July 19, 2013

Good day, sincere apologies for not replying before. Unfortunately Click2Pay have not yet given us a reply with a detailed report about this case as requested by us upon receipt of your complaint. We have now escalated this matter to the Click2Pay senior managament and awaiting their response. Rest assured that we are taking this matter with the utmost importance as per our company practice to ensure customer safety and fairness. Regards, CasinoPlex_Rep

Posted on July 20, 2013

Ok, I will wait for the response.

Thanks for all the help.

Posted on July 24, 2013

Good day,

Once again I regret to inform you that we have not yet received a reply from Click2Pay regarding this issue even though in the player transaction history it shows that the payment was made hence why we were unaware of this issue at the time it happened. We have contacted them several times since your complaint with the hope that they give us adequate evidence about this case but we got nothing in return. As we advised in our previous correspondence here on Ask Gamblers, we value our customer funds and security and hence if we do not receive any response from them we will provide to send the payment again to you, this time using another payment method and not Click2Pay, for obvious reasons. Let us hope we can resolve this matter to ensure you get your funds as per your player rights. Regards, CasinoPlex_Rep

Posted on July 24, 2013

Hi there

Thanks for your response Casino Plex

I have no idea why Click2pay didn't get back to you about the payment, but I can assure you I did not receive the payment by Click2pay.

I can receive the payment by Moneybookers, and that is the method that I first deposit with. I only made a Click2pay withdrawal after support telling me that Moneybookers doesn't work.

I think you should get the money back from Click2pay, because they did not pay me and you should get the money back from them.

Thanks for helping me in finding out what had happened. Hope that I will receive my payment soon and hope that you can receive the money back from Click2pay.

Please let me know when the payment is process so I can close this complaint.

Posted on July 31, 2013

Hi :)

Tomorrow we will start paying you back, C2P have not come back to us so we will start by crediting the first 1000 EUR to your Skrill account.



Posted on August 1, 2013

Good day, we are processing EUR 1020 in 30 min max in Skrill. Please check tonight and let me know. We will then proceed to send rest. Regards, CasinoPlex_Rep

Posted on August 2, 2013

Good Day Casino Plex.

Thanks, I have received my first 1020. Can you please process the rest to my moneybookers account?

thank you.!

Posted on August 5, 2013

Good day, we will proceed to pay another EUR 1000 within the next 72 hours. In the meantime we are still chasing to get back the money we had originally sent by C2P!! But in any case we are re-paying you what you are due as we value very much the customer funds. Regards, CasinoPlex_Rep

Posted on August 8, 2013

Good day, we are proceeding to pay another EUR 1000 to your account today through your Skrill account. Regards, CasinoPlex_Rep.

Posted on August 18, 2013

only received 2020 so far, anyway you can do it in one batch?

Posted on August 20, 2013

Good day, we just sent another 1000 EUR.



Posted on August 22, 2013

thanks still awaiting for rest of payment

Posted on August 26, 2013

Hi, I will check for you and let you know about the remaining EUR 3000 to be paid.



Posted on August 29, 2013

Haven't receive any new incoming transfer yet.

Posted on September 1, 2013

On the 30.08.13 another 1000 eur were sent to your Moneybooker account.



Posted on September 4, 2013

still waiting for rest of payment

Posted on September 6, 2013

Good day, another payment will be submitted early next week. Regards, CasinoPlex_Rep

Posted on September 10, 2013

Between yesterday and today, the remaining balance was settled in 2 last payments of EUR1000 each. We can now consider this case finally closed and resolved :)



Posted on September 10, 2013

Dear @hoho345,

Please confirm if the issue has been resolved. Please be in aware 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.

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