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Casino Complaints

Approved withdrawal never received

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By Kgilpin92
6 years ago
Message on forum
I submitted my withdrawl on 03/05 after 15 days in total of waiting and send documentation my withdrawl was processed on 18/05/2020. I was advised my funds would be with my within 3-5 working days. After checking and chasing 8 working days later my funds still haven’t reached my bank. Whoever I contact on the live chat all I seem to recieve is “the funds will be with you soon”. Simply not good enough when they have either lost my money or are delaying a processed withdrawl.
Disputed Casino Greenplay Casino
Reason Delayed payment
Amount £500

Discussion

User name

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

User name loyalty-level-2
Here is also a copy of my confirmation of withdrawl.
User name

Dear @Kgilpin92,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Greenplay Casino Complaint Stats

Resolved 0 / 5
Avg. Amount $2,241
Avg. Complaint Duration 4 days
Avg. Response Time 2 days

Greenplay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.
So far, 0 out of 3 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.

Screenshot

Greenplay Casino Complaints

See all complaints for this casino
Casino kept my money and do not pay me

Hello,

I would like to log the issue that I am having with an online casino gambling website called greenplay.com.

I would like to make a complaint as well as report the issue to you.

They kept £613.33 from my winning money and don’t pay me.

While I was playing in their website, I noticed, They don’t pay to my winner hands, also When I got drawn with the dealer, money doesn’t return back to my available balance.

I joint to Greenplay.com casino in October 2022, I think I only played on their website 3 or 4 times and as soon as I logged this issue, They closed my account also since 21st October. They don’t reply to my emails and queries. They only copied a message that says “Your case will be escalated to our technical department for investigation”.

Potentially, It can be more missing funds but they closed my account very quickly and didn’t let me take evidence by checking my game history.

I shall provide you with this issue with more details below:


Blackjack VIP P

Wager

-£100.00

Prize

£0.00

Balance

£320.00

Game No.

119856818190 / EV-AS_1720719ac79eddb9bd896c92-qqaguapyrovlzi6e_22E862D1128AA7ED

Game Time:

17:39


£200

—————————————————————————————————————

Game

Blackjack VIP P

Wager

-£100.00

Prize

£0.00

Balance

£160.00

Game No.

253056931190 / EV-AS_172090a4ecff04a23667b210-qqaguapyrovlzi6e_22E862D1128AA7ED

Game Time:

03:08



£100

—————————————————

Game

Blackjack Silver 2

Wager

-£100.00

Prize

£0.00

Balance

£977.50

Game No.

433256781203 / EV-AS_1720d9db29e1153bcb35ca50-qqaguapyrovlzi6e_22E862D1128AA7ED

Game Time:

01:30


£200

————————————————————————————————

Game

Blackjack VIP Z

Wager

-£170.00

Prize

£0.00

Balance

£0.00

Game No.

140656237203 / EV-AS_1720dfd4f1c6f2bad78b554a-qqaguapyrovlzi6e_22E862D1128AA7ED

Game Time:

03:19


£113.33

——————————————————————————————


In total £613.33 has gone missing as far as I could check

I logged the issue with them as soon as it happened on 21st and 22nd October, however until the date of this email, apart this message, nothing else didn’t reply to me :


Please be kindly informed that this has been escalated to the management for further review. You will be contacted back once it has been reviewed.

Should you have any further questions, please do not hesitate to contact us on Live Chat or through the 'Contact us' page.

Your dedicated Support Team.

Best regards,

Phoebe B

Support Specialist 


Would you please log my complaint and investigate this issue?

Please do not hastiest to contact me for further information


Kind Regards

< full name removed >


Status unsolved Unresolved
£613
Source of Wealth and Delayed Withdrawal with no updates whatsoever
I am a new player at Greenplay casino and recently provided my proof of identity documents which were all approved within 48 hours in a timely manner with no problems and my first withdrawal processed the same day (excellent service!). I recently had a win of £6000 which I have requested to withdraw. When I placed the withdrawal I did not hear anything for a day or so. I then received an email requesting that I complete a source of wealth questionnaire and provide 3 months of bank statements and 3 months of payslips to prove where my gambling funds have came from. I immediately uploaded these and waited a few days. I still heard nothing and never even received confirmation that they had received my documents. After chasing this up via Live Chat I was advised they had received my documents and needed time to review these. On each occasion that I have spoken to someone on live chat they have said there is no update to provide and that I need to wait to receive email confirmation. Again, this never came. When I have asked even for an estimated timescale they have said they cannot possibly provide this. It’s now been 5 days so I chased this up again with the Live Chat team and they have advised it will be another 7-14 working days (on top of the 5 working days I’ve already waited) but could be more. I asked why no one else was able to provide me this timescale before and received no response. The lack of communication and delay with my documents processing is becoming increasingly frustrating as they are withholding my £6000 in winnings until they process this. I have read several complaints online of Greenplay withholding winnings and delaying the payout process which is extremely worrying to me. I just want to be given an accurate timescale of when I should expect to receive my winnings and have my documents approved. I expect as a customer to have some form of updates and my expectations managed to some degree.
Status unsolved Unresolved
£6,000
Waiting 16 days for account verification and £1,565 withdrawal
Hi
I am very annoyed with green play as I first submitted my withdrawal and documents on 16th June and I am still waiting for my documents to be checked in order for my withdrawal to be processed - 16 days later and still nothing. My documents have still not been checked and the staff on live chat have just said I have to wait and il be emailed when done! My withdrawal was declined yesterday due to my documents still under review, I therefore resubmitted my withdrawal today and this is going to put me down the queue! I am extremely frustrated with this casino! Feel like I’m never going to see my withdrawal! 16 days is a very long time!
Status unsolved Unresolved
£1,565
Deposits are being stalled and the customer gets led on by customer service
My complaint is about the handling of my missing deposits at Greenplay casino. I deposited for the first time at Greenplay casino on February 12th. The first deposit on which I claimed the welcome bonus, didn't reach the Greenplay account, but had only been taken off of my bankaccount. I contacted support with the proof of my deposit and was told to wait maybe a day or something. I was okay with this and decided to make another deposit to claim the welcome bonus on. So days go by and my money still didnt appear either back in my bank or at Greenplay. I had to explain on Live Chat many many times about the situation and they couldnt help. I got in contact with the emailsupport which unfortunately wasnt any better. They gave me faulty emailadresses. The emails I sent them bounced back to my mailaccount for many times. Anyway after a while of not hearing anything I get this email on feb 17th that my bankaccount wasnt charged and that all deposits were declined. Eh okay, I actually sent my bankstatements to them, right away. Then on Feb 18th suddenly 10 euros shows in my account. At first I thought it was the money I originally deposit that just had had a huge delay. I asked for a bonus to be added since I didnt get the chance to add a bonus because it took 6 days to get in my account. The customers service was very rude to me i felt. On the 21st I decide to make another deposit since I like the bonus that was offered and wanted to give Greenplay another chance. Stupid me, because the exact same thing has happend again. Ive contacted Trustly, who tell me that Greenplay should be able to see where the money is and that the chance of my money already being transferred to Greenplay is huge since its been written off of my bank. Greenplay just denies it and tells me wait. Customerservice is unkind and make you feel like you're annoying. What I think is very strange is that the deposit that was made on the 18th is not deposited through trustly but through a payment provider i dont know? Greenplay appearantly thinks that I made that deposit but I did not and I can show that I wasnt even playing on the casino that day. Who deposits and doesnt play? I just want my money back and not being led on or lied to.
Status unsolved Unresolved
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