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Mr.Play Casino - Delayed payment & vague customer service

RESOLVED
Complaint Info
Disputed casino Mr.Play Casino
Reason Delayed payment
Miiw Finland Message
Posted on January 31, 2019

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!

AskGamblers
Posted on January 31, 2019

Dear @Miiw,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on January 31, 2019

Dear Miiw,

Congratulations on your winnings and thank you for your feedback.

We have checked your case and the initial withdrawal request was made on Sunday, 27th at 23:14 server time. As we can see, it was approved and successfully sent out from our system yesterday - January 30th, at 15:33 server time which is well within the 48h period we've committed to.

Hoping to see you online again,
mr.play team

AskGamblers
Posted on January 31, 2019

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.

Miiw Finland Message
Posted on January 31, 2019

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

Miiw Finland Message
Posted on February 3, 2019

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

AskGamblers
Posted on February 4, 2019

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.

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