Complaint #18 Mr.Play Casino

Delayed payment & vague customer service

By Martin A.

7 years ago

Long story short - Made my first withdrawal on Mr.Casino and it has proven to be very time consuming process and player unfriendly experience.

The promised withdrawal time given is 48 hours for the whole process as can be clearly seen here: https://www.mrplay.com/info/help-cashout-time/?lng=ENG - on top of this, I got email which verified this 48 hour time-window after the withdrawal.

As this is not my first casino I'm playing on, I knew they would require the documents for the verification of my account. So I decided to upload the required documents even before they could get the chance to ask for them.

Now after 65 hours of waiting, I am still getting vague and uninformative responses from the live-chat, which I've connected multiple times. I've gotten anything from "tomorrow" to "six business days" as an answer for my inquiries about the withdrawal.

My account was verified today, but the withdrawal is still pending for no reason. I've been extremely patient and friendly towards the live customer servers - some of them which have been totally arrogant about the fact that they're breaking their own T&C of withdrawal pending time.

Hopefully this matter will get solved now. Especially when we are not talking about a large sum of money.

Thank you!

Disputed Casino Mr.Play Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

7 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.

Miiw

• Finland • 1 reviews

7 years ago

I can now confirm that the withdrawal has reached my bank account.

Still, I am very disappointed how Mr. Play handled this complaint. Not admitting that they were wrong and not even trying to be friendly.

Well, at least I know where to spend my money in the future.

Once again thanks to Askgamblers for taking this thing seriously.

Regards,

Miiw

Miiw

• Finland • 1 reviews

7 years ago

Hello AskGamblers and Mr.Play!

Thanks for the replies. And special thanks to AskGamblers for taking this complaint seriously.

First of all - your comment just goes to show the exact problem you have. To my knowledge (let's just do this in your time to keep it simple) Sunday 27th at 23:14 - Wednesday 30th at 15:33 makes it roughly 64 hours according to my algebra. So how is that within the given 48 hours promised on your site? You give false information and your attitude towards your customer is arrogant.

It is true that yesterday I got an text message saying that my withdrawal was finally accepted (this was by the way at 18:54), but the money hasn't reached my bank account yet. I would like to keep this ticket open as long as I see the sum on my bank account as I have zero trust on you Mr.Play. If that suits AskGamblers.

You should really train your staff to decent customer service and keep the customer informed during the whole process. It shouldn't be me asking about the process all the time.

Say my thanks to customer server called "Joseph" as he was the only one who cared about me and did something to speed up the process. Hell, give him a raise.

Anyway I would like to thank you for the fast reply here on Askgamblers, showing at least some kind of respect towards the matter.

Best regards,

Miiw

AskGamblers

• Support Team

7 years ago

Dear @Miiw,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please be in aware 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.

Mr.Play Casino Complaint Stats

Resolved 24 / 26

Avg. Amount $1,715

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Mr.Play Casino Complaint Summary

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

So far, 16 out of 17 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Mr.Play Casino Complaints

See all complaints for this casino

Mr.PLay Casino - No response from casino

On the 8 of March I made a withdrawal request for NOK 13.000,- The day after I got an email from Mr.Play, that I had to upload one last document for account verification. I did so immediately. After this, there has been no contact from Mr.Play. In the following days, I sent several emails, questioning the silence, since they have a policy of 48 hours response time.

I have also been in contact with the customer support chat on the website. Every time they say that they will forward the issue to “customer service”, and that I will be contacted shortly (even within 30 minutes).

7 days have now passed, and I haven’t heard anything from customer service.

Unresolved

kr13,000

No communication and Funds removed

I have tried to get an update from the casino since 04.11.2024, but the live chat is non-responsive, the emails are not getting answered either.

I have played here for some time and never had any issues depositing, I even think the account has been verified before, but now they needed to verify it once again.
I sent in all documents, and have heard nothing since that.

I have attached the pictures showing the whole communication so far.

I have never withdrawn from here before, and suddenly they have made a withdrawal but when asked to which account it says Mifinity, but I have not provided them with any information as to where they can make the withdrawal to, nor have I asked for a withdrawal.

I just want 1. Finish the verification process and make my account fully operational, or 2. Refund my deposit to its origin

Resolved

kr2,000

Mr. Play Casino - Withdrawal delayed for 5 weeks

I deposited 1800 to this site 5 weeks ago.

Passed verification etc. I won 13,500 and since this day 5 weeks ago I have had no funds released.

I have emailed and contacted live chat around 50 times. Every time I get the same message that the withdrawal is with the relevant team.

No one helps and all replies are standard.

None can contact the team. They have escalated 15 times and not once have I received a reply. It’s a shambles and don’t know what to do next

Resolved

£13,500

Double charge - Refund is due too long

I made a deposit of £450 which said it was declined. I then made another £450 deposit which was successful., but both £450 payments lefty bank account. I contacted my bank who said I must deal with MR play.

I contacted Mr play on the 13/4/22 after quite a few emails back and forth they said they would refund £450. As requested on the 7/5/22 I sent my my international bank details for the refund, and from that date they have stopped replying to my emails.

Resolved

£450

Bet won winnings not received

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.

Resolved

£72

Forcing me to use unknown payment method

Good afternoon,

Few weeks ago I joined this nice casino. Deposited 1000 usd via Visa and won a little. After that withdrawal was made and documents were uploaded asap. Some days later I see the email asking to reorder withdrawal to Ecopayz and Muchbetter. I read terrible reviews regarding Ecopayz - blocking account, seizing funds without any reason, So i am not going to work with this company. Muchbetter seems to be a new player - a gray house for me. I contacted casino via chat and payment team confirmed that Neteller could be used to collect funds. So I go ahead and deposit. Unfortunately I didn't save this chat, but you can easily obtain it via request. Till today casino is refusing to send funds to Neteller or to Visa card and forcing me to use only Ecopayz or Muchbetter. My Neteller is in USD same as casino account if this matter.
Please assist me in getting back my deposit.

Rejected

$900

Free spin glitch

I played at Mr.Play casino and I won a bit so I switched up my bet to $5 a spin. A few spins later i won free spins on the game "hippie days". The game loaded to free spins but would not spin. I ended up closing the page to try reload but to my surprise the game would not even load. The screen would just be black and eventually I would have to keep trying. After trying everything from deleting cookies and cache and opening a new window and restarting phone and computer both. Still nothing.

I've made many different complaints to Mr.Play casino but its always the same thing for the past 3 plus months. They tell me they have escalate the problem to there tech team, but with no real resolve to the issue. Please help.

Resolved

Delayed Payment

i play on mr play casino and my cash out was approved on dec 31st 2020 .i still havent got my money .i e-mailed them and they told me they are waiting for a answer from the processing company. i have been e-mailing them everyday and they keep telling me to be patience and wait .it is now jan 20th 2021 .can you tell me what i should do to get my money please and thank you
amount cash out was $1165.00 cad

Resolved

$1,165

Delayed payment of cash winnings

I have two pending cashouts at Mr.Play. One for £7191 from 26.8.20 and one for £1000 from 2.9.20. I have fully completed the KYC process providing everything asked for including selfie with ID. This was done weeks ago now and now every time ask why my withdrawals aren't approved I'm told they are 'under review' and I get the same answer every day. This is not right, I've played, i've won (eventually after losing lots before), i've cashed out and passed KYC and yet I'm still not being paid money that I am owed and very much need at this time for no reason at all. Can you help please?

Resolved

£8,191

Free spin deposit bonus only partially awarded

After receiving 60 out of 100 bonus spins earned through a deposit on April 25, casino says I dont have a bonus to claim anymore, yet the first 2 days of spins were awarded with no problems after contacting chat. This time I have tried chat and email, but no explanations are given as to why they are scamming me. See attachments for details of the promotion and my deposit verification.

Unresolved