Complaint #12 Casiplay Casino

Refused to pay winnings

By Jortsu86

5 years ago

Dear Askgamblers, Hey! I made my first deposit 22.11.2020 which was 160e and i got bonus 160e for it. I did complete whole wagering which was 5600€ and my balance was 5268€ when completed. well i made withdrawal request, and i got email from Casiplay "if you play only with bonus max withdrawal is 500€" well i didnt play only with bonus, there was deposit included. and then i asked their support, do you have maxcashout on first deposit bonus, i got answer "if you got bonus upon deposit there is no maximum cashout" Please Askgamblers help me with this situation. I have tried to ask them couple times, and only answer is "situation is final" dont know what to do.

Disputed Casino Casiplay Casino

Reason Declined payment

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.

Jortsu86

5 years ago

Dear askgamblers, you can mark this as solved. they didnt have that max cashout when i created account, i asked in chat and i have picture from it aswell but its on another computer and i cant reach it in that time frame. Casinos can do whatever they want and when they want. Atleast people see now that Casiplay is not fair for their players. Thanks for your help.

Casiplay Casino

• Representative

5 years ago

Dear JORTSU86,

Our bonus policy stats that in the case of placing a winning bet using your bonus funds the maximum withdrawal would be up to 500 Euro.
Please see the following link which includes our full bonus terms: https://casiplay.com/info/bonuspolicy

Best,
Casiplay casino team

Casiplay Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,044

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Casiplay Casino Complaint Summary

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

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Casiplay Casino Complaints

See all complaints for this casino

Waiting for withdrawal and when I email I get the same response

I have deposited around £270 with this casino and luckily won some money. I then requested a few withdrawals which add up to around £1000. I’ve submitted all documents and been verified.I waited the 48 hour period like the casino policy states and still haven’t received no information regarding it. I emailed the company multiple times and they just reply with the same thing. ‘ it’s being processed’. I’m sure it doesn’t take 4 days to process as other casinos the payout is instant.

Resolved

£270

No answer to my withdrawal

hi
thought I would try a different casino after my experience with another casino on here for slow withdrawals. I joined casiplay which is on your trusted casino list, I put in a withdrawal on jan 23 and also sent in documents before I even put in the withdrawal, I was then asked for my bank wire info which I provided and even sent in extra such as a voided cheque document, after sendind in 3 emails with no response I was able to talk to a Marianna on Friday jan 31 and she told me my documents were approved on jan 30,i have been back to check on 4 occasions with no one on live chat since and even sent a email through the casino with no response. I also seen my withdrawal was still in pending status.it would al be good if they would communicate with me and let me know whats going on but they don't
thank you

Resolved

$1,000

Giving me a hard time with cashout

I originally deposited via a starling bank account, i had a 600x win on bonanza and then proceeded to wait the 48 hour period to be told i cant withdraw to a starling bank account (voted best uk bank). So i cancelled and tried to withdraw to my nationwide account. Waited 72 hours for pending and received numerous more emails after that period saying that it couldnt be processed to a starling bank account? Then was told i would have to cancel it again request it via wire transfer to the iban number on the bank statement to the card i deposited with (nationwide one). I contacted their support eventually was told it was approved, never showed as approved in my account. later the same day i received another email saying that i had to cancel it and do it via wire transfer again. And again was told i would have to wait the 48 hour period again.

I have submitted all the documents ( card pics, bank statement and my ID).

Clearly stalling. Clearly lying.

Resolved

Stalling the verification process, delayed €3,500 payments

Dear Askgamblers team,

Casiplay is stalling my verification process and the connected winnings of 3,5K Euro.

I submitted my documents in the night from Sunday 24th to Monday 25th.

I got a call from the Casino on Monday. They wanted to verify some personal details via phone with me.

The women on the phone said that my documents look fine and they will be processed as soon as possible.

Until today nothing happened.

Today (Friday 01.03.19) I contacted the live support again. The chat is was German language.

What the person told me was that I submitted my documents on the 25th and I need to send them again.

The person was not in full command of the German language or they used some kind of translation software.

All in all, they are stalling my verification and nothing is happening.

I attached the Chat protocol and the pending withdrawals to this complaint.

Thank you

Resolved

€3,500