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Play2Win Casino - No withdrawal after 3 months

Complaint Info
Disputed casino Play2Win Casino
Reason Delayed payment
Amount £ 2843
Posted on September 25, 2014

I have had an account here for over a year but not used it for a while. On the 31st may I claimed a welcome bonus and built up a balance of approx £2843 after wagering.

I withdrew the balance and it has still been pending since this date, over 3 months. Initially the casino were uncontactable - emails to the given email addresses generated delivery failures (I have screenshots to prove this). Eventually after months of waiting I managed to contact an account manager who asked for documents, which I thought was strange since I had sent them a year ago, but I sent them all the same. That was a week ago now and I've still not heard back about it again.

Posted on September 4, 2014

I have just received £1000 from the casino. I am currently trying to find out what is happening with the rest of the money.

Posted on September 4, 2014

I have received the following email:

Hello Jonathan,

I wanted to first apologize for the long delay with your withdrawal. My
name is Aaron and i have recently been brought in to manage the finances
here at P2W. Unfortunately there has been a back log of withdrawals.
My my job for the last few months has been to fix inefficiency and bring
is up to date.

As soon as your withdrawal came across my desk i realized it needed to
be handled. Your withdrawal was from a 100 deposit which you received a
200% bonus. According to our terms and conditions (5.5 which i have
placed below) the maximum withdrawal on special promotions such as the
200% bonus has a maximum withdrawal of 1,000. Therefore i have sent out
the 1,000 to your skrill account today and had the balance removed.

Again I apologize for the long delay but can assure you these delays are
a thing of the past now that I am here. Any questions feel free to let
me know.

-Aaron J.

I always thoroughly read the terms and conditions before signing up to a casino, and also take screenshots. Here is a screenshot of those terms when I signed up. They cannot enforce a retrospective term which was recently added.

Posted on September 7, 2014

Still no response from the casino about the above.

Posted on September 11, 2014

Hi there,

We are checking into this and will update shortly.

Posted on September 13, 2014

Play2win, have you got an update ready for me?

Posted on September 17, 2014

We have updated through an intermediary and have reached a satisfactory agreement with the player.

Posted on September 20, 2014

An agreement was reached, but I am keeping this complaint open for the time being as the casino have not paid me the first amount by the agreed date of 19/09/2014.

Posted on September 22, 2014

I have now received the first payment.

Posted on September 22, 2014

Dear @joffyy,
Can we close this complaint?

Posted on September 25, 2014

Hi there Joffyy,

Can you please confirm?

Posted on September 25, 2014

Yes, that's fine.

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