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Mr.Play Casino - No options to cash out my winnings

RESOLVED
Complaint Info
Disputed casino Mr.Play Casino
Reason Delayed payment
Posted on February 26, 2020

Iv been trying to cash out my winnings with Mr play but they are unable to provide me with any method because they say I’m unable to use my master card to get the money and I can’t use a wire transfer because they need an IBAN number and In New Zealand we don’t have IBAN, iv then been told to use e wallets but I need to make a deposit with the e wallet first what I was happy to do but explained to them there is no option on deposit page to do the deposit with any other method besides my master card or to add a new card. Then when I get to this point and ask them what to do they will disconnect my chat or just tell me again that I need to use a e wallet I explain that I know that but there is no option to do the deposit with any e wallet-so basically they haven’t replied to my emails on this and still have not provided me a correct option that I’m able to use to cash out my winnings? They will just disconnect the chat and email to me saying to use an e wallet even when iv explained that it doesn’t appear as an option anywhere. Worst online gaming site iv ever been on and read reviews saying it was good on here that’s why I played cause it says it’s trusted and accepts New Zealand players.

AskGamblers
Posted on February 26, 2020

Dear @Lilemz,

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 March 1, 2020

Good morning Emily,
Thanks for sharing your concern.
Please, can you give me your username so I can investigate further?

Best regards,
mr.play

AskGamblers
Posted on March 2, 2020

Dear Mr.Play Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Please let us know if there's some update regarding this case.

AskGamblers
Posted on May 21, 2020

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 May 21, 2020

Dear Lilemz,
Please let us know if the case was handled to your satisfaction?

Thanks,
mr.play Team

AskGamblers
Posted on May 21, 2020

Dear @Lilemz,

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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