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Mr.Play Casino - Bet won winnings not received

RESOLVED

Complaint Info

Disputed casino

Mr.Play Casino

Reason

Missing Funds

Amount

£ 72

Posted on March 29, 2022

Bet ID 853690 was placed on the 18th March and won, however, whilst the bet says won and settled in my betting history (as per screenshots provided) I have not received my £72 winnings. I contacted customer services on the day and queried this; I have attached screenshots of that conversation, and a case was raised. I was told by the agent that my case will be escalated to another team, I asked for an ID - case ID 2621384; I also, ask for time scales, but to no avail.

As it has been over a week and I have not heard anything, I tried to raise a complaint via Mr.Play's website, but I have not received any confirmation to confirm my complaint has been raised or received, so unsure if compliant was submitted, i.e. I have no reference number.

Considering it has been over a week, customer service seems non-existence, the complaint process offers no certain and I have heard nothing back since the case was raised, I feel Mr.Play has let me down and are unreliable, hence why I am raising a complaint via this service.

AskGamblers
Posted on April 19, 2022

Dear all,

This complaint has been reopened as per Mr.Play Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers
Posted on April 25, 2022

Dear all,

This complaint has been reopened as per Mr.Play Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on April 27, 2022

Dear Barbara10,

Once you have provided the game ID to our Customer Support the case has been checked and successfully resolved on March 31st, for which you've been sent an email.
We would appreciate if you update the tread yourself, as well.

Best regards,
mr.play team

AskGamblers
Posted on April 30, 2022

Dear @Barbara10,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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