Complaint #97 Mr.Play Casino

Free spin glitch

By Damien L.

5 years ago

Message on forum

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.

Disputed Casino Mr.Play Casino

Reason Software glitch

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.

Damienlorenzo

• Alberta

5 years ago

Everything is all ok now the problem was resolved

AskGamblers

• Support Team

5 years ago

Dear @Damienlorenzo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Mr.Play Casino

• Representative

5 years ago

Dear Damienlorenzo,

Our Customer Support sent you an email dated April 02nd where we explained the technical problem you've experienced.
We believe all is clear and you are aware of how to prevent it from happening anew.
Looking forward to see you online again.

Thank you,
mr.play team

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 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.