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Mr.Play Casino - Stalling my withdrawal

RESOLVED
Posted on November 9, 2018.

On Sunday 4th 2018 of November I deposited 1000NOK at mrplay.com. Not to my knowledge, I received a bonus of 1000 NOK. I figured what the hell, I’ll go for it, seeing that I would have to wager the bonus 35 times. To my surprise I first won around 20000 NOK playing Starburst. I continued playing and reached a peak of 40000 NOK. By the time I had wagered my bonus I had 30500 NOK in my account (Around 3000 euros). I withdrew the whole amount and sent the documents needed for account verification.

From what I read in the T&C’s there is a pending period of up to 48 hours (business days). Fine by me. I would then have to wait until Wednesday morning. I did, but nothing had happened. No email confirming that my docs had been approved either.

I’ve tried to call support several times without getting through. While chatting with support the agents have all told me different things. One said my withdrawal was approved. One said it was still pending because of a security check. I asked them to elaborate on this. No luck. All said my documents had been approved.

It has now been 4 days. Still nothing. The withdrawal of 30500 NOK is still pending. Two days in a row support had told me «wait until tomorrow, you will receive an email». I’ve asked them to elaborate on the hold up. No luck there either.

This is very much starting to look like what other customers have complainef about regarding other casinos under the same owner (Aspire Global). Some of these casinoes are Barbados Casino and Kaiserslots casino.

I get the impression that mrplay casino is stalling my withdrawal in order to get me to lose the money. All my docs were in order (and allegedly approved) and I deposited with a secure bank payment requiring a code. In other words, the casino has no reason for stalling other than to make me lose the money again. Which I will not.

I find this customer support utterly disgraceful. I understand that it might take a while to check that I won the money legitimately, but as I only played Starburst (slot machine) this can’t be an issue.

I hope this complaint will resolve my case. Two days overdue on a withdrawal is, in my eyes, unacceptable. It is 2018 and other casinos like Unibet have paid out my winnings within 12 hrs, no questions asked.

Posted on November 9, 2018.

Update:

Today I received an update that my winnings had been removed and that my withdrawal was canceled due to the fact that I didnt comply with the terms and conditions.

Not to my knowledge was that if you bet more than 40 NOK (4euros) per round on or more than 15 NOK per line, this is supposedly a MISUSAGE OF the bonus.

I therefore «lost» my winnings of 30500 NOK and the casino gave me the initial 1000 NOK back.

First of all; when I signed up at mrplay, I didnt know there was a bonus. It didnt say anywhere. So to my surprise my initial 1000 NOK turned into 2000 NOK. When I opened up the menu, conveniently enough there was a bar showing how much of the bonus had been wagered. Hence, I didnt bother to read the terms and conditions.

I find the whole bonus thing very misleading and cynical. I am not one of those customers that takes advantage of bonuses and run away if they dont win.

I’ve deposited quite a bit of money after this which I have now won 30000 NOK with, without using a bonus.

Nevertheless, I find it utter shameful that a casino behaves like this. It’s almost fraud. Therefore I hope the casino will give me part of the winnings I lost due to the system. I also expect them to handle my new 100% legitimate withdrawal of 30000 without delay.

AskGamblers
Posted on November 26, 2018.

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

Posted on November 27, 2018.

Dear Baroney,

We are very sorry to hear that you have had unpleasant experience and, as part of our policy and as matter of courtesy, we would like to communicate with you about this case, as you'have decided to close your account and we are unable to contact you otherwise.

Your case was examined and we can confirm that while you were in wagering of your welcome bonus you have, indeed, breached the terms and conditions of the bonus - all the relevant information was sent to you in our emails from the Support team on November 09th. As a result of this, and as is standard policy, your cashout request was cancelled.

While your documents were being approved and your game play checked, you have deposited further and placed another withdrawal request. However, before our team got to the point of approving it, you have cancelled it on the same day and played it through.

These is not much we can add to this case and if you decide to re-open your account please feel free to contact our Support team.

mr.Play team

AskGamblers
Posted on November 27, 2018.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Mr.Play Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached the #3 of Casino Bonus Terms

3Promotional play restrictions: 
...
When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than $4 or $0.50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.In addition, if a player deposited with Skrill or Neteller and placed single bets equal to or greater than $2.50 of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal. 

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.


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