Complaint #5 Pirateplay Casino

PiratePlay Casino 1260 Euros Declined Withdrawal

By Kristijan L.

3 years ago

Message on forum

Hello,

During the month of December 2022, I found out about PiratePlay casino and I started depositing and playing some casino games. I have made deposits with a total value of 1040 euro, from which around 50% were deposited using my Skrill account, and 50% using my Muchbetter account.

Because I am an experienced player and know how things go, I verified my account, and then I tried to make a withdrawal. That is when the "horror" started. The first 2-3 times, my withdrawal was declined because I used the wrong "email address", which is nonsense because you can't withdraw money using a Skrill email that I haven't used. I have submitted screenshots to the live chat agents from my verified skrill account showing that my Skrill account is connected with 3 of my emails:< emails removed >

Then, they told me that they have an issue with Skrill withdrawals (which I really doubt), and they told me that I should choose another method. Then, I tried to make another withdrawal, but this time via my MuchBetter account. I did that, and again, it was declined and I was told again that I have to use my Skrill account. Then, I received an email that there was some issue with "my Skrill account", which is not true. I spoke with an agent about that the same they, and I have been told that there aren't any issues (I will add the chat transcript below), even though the email that I received the same day stated otherwise. Then, I was told to again try to withdraw via Skrill, and as you can guess, I did that and my withdrawal was declined again.

I tried to speak with them both on live chat and via email to let me withdraw via Muchbetter, since they have "problems via Skrill". They are refusing to let me withdraw via Muchbetter, and they are telling me to use my bank account, which I have never used for neither of my accounts, plus, I never gamble with money from the bank. I am trying to deal with this issue for 1 month, and they are just continuing to mess with me by giving me different excuses every day, and telling me to try to withdraw before declining my withdrawals.

Below, I will provide screenshots of the emails, live chat transcripts, my verified status on pirateplay, my verified skrill account, etc.

Now they are pushing me to withdraw via bank account after I told them that I never use it, plus, there is no option in my withdrawal section.

I tried many times to deal with them, but since I can see that they are not planning to give me my money, even though my profit is only 220 euros! You will see in the chat with Stefania that she explains that I have to use Skrill because I made a profit with my Skrill deposit, and now they are telling me to withdraw using the bank.

That's why, please help me withdraw my money via Skrill or Muchbetter, since I have never used other deposit methods.

Thanks in advance,

< first name removed >

Disputed Casino Pirateplay Casino

Reason Declined payment

Amount €1260

Discussion

AskGamblers

• Support Team

3 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.

LekoMaggot

• Macedonia • 1 reviews

3 years ago

Hello,

First of all, I want to thank the AskGamblers team for assisting me with this issue because if it wasn't for you, there was no way that I could have withdrawn my money. So, yes, I confirm that I received the money from Pirateplay casino, and the funniest part is that I received the money within 10 minutes of my withdrawal request.

However, I will repeat myself, so other players that read this section will know: avoid Pirateplay casino, they will do everything that it takes in order to stop you from withdrawing. One day before the complaint was submitted here, I was told that "I HAVE TO" withdraw via bank, even though I have never used that method. And now, once the complaint is here, suddenly there are no Skrill withdrawals issues, no Muchbetter withdrawal issues, and no need to withdraw via bank.

Sebastian, you are saying that you have fixed your issues since last week, but I was told otherwise via email :) Stop lying, please!

The moral of the story is that they won't let you withdraw until you post a complaint here (Check other complaints, they are all similar). They will lie to you via email and live chat, telling you funny reasons why you can't withdraw 1200 euros, from which around 200 were profit. Absurd.

Thanks once again, only to AskGamblers, not pirateplay casino!

AskGamblers

• Support Team

3 years ago

Dear @LekoMaggot,

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.

Pirateplay Casino

• Representative

3 years ago

Hi @LEKOMAGGOT,

My name is Sebastian, and I am representing Pirateplay here on AskGamblers. I've checked your case and can confirm that we have had some significant issues with our previous configurations via Skrill. Still, I can happily say that we have implemented a backup since last week already.

I apologize; I understand that this might not have been the experience you looked for with us. Why we asked all of our players to apply the withdrawal through bank transfer was only for a temporary exception so our players could withdraw their winnings while we were working out the issues.

I want to let you know that you can again request your withdrawal via Skrill or through the Much better account you mentioned, and I will personally see it through, so it gets approved with priority.

Also last but not least, log in to your account, and you'll find some compensation for your issues. You may withdraw the compensation and your winnings if you want.

I hope that this cleared up the cloud a little for you.

Again, our sincerest apologies.

Sincerely,
Sebastian,
www.pirateplay.com/

Pirateplay Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $5,693

Avg. Complaint Duration 3 days

Avg. Response Time 23 hours

Pirateplay Casino Complaints

See all complaints for this casino

No withdrawal approval for days

I requested 2 withdrawals, one being 4000 Eur and the other 3000 Eur. I wrote with their livechat who stated that they would be processed with 24 hours.

This did not happen so I reached out via e-mail to their support team. The first day they told me that the finance team would look into my case soon.

Nothing happened so I reached out to them again. The day after this time they said that finance team was working on my case at the moment andt they would finish soon. Again nothing happened.

Next day, I reached out again. This time I was told that they would send a reminder to the relevant department.

But I suspect that nothing will happen again.

Resolved

€7,000

Doesn't paying out money

I played on a casino ( pirateplay.com ) and made a withdrawal 9 days ago, the same day the casino accepted the withdrawal and it was sent, as they said.

But money never came, and every day since first day, they just said " wait for update " we have no update, contact us next day, and then when I contact next day said contact us in like 3-4 days, and nothing happens, and I don't now who I need to contact.

I have talked to my bank, but they need reference number of the payment, and casino doesn't wanna give me that... can you please help me.

Resolved

€1,000

Withdrawals keep getting cancelled, my account is verified

My withdrawals of 8682€ (split into 3 withdrawals due to limits) keep getting cancelled. I'm in contact with the support (chat and email) for a week now, first they told me that my withdrawal is being processed and that I'll receive a confirmation once it's done, 2 days later I checked my account and it was cancelled again without receiving a notification.

I've followed up via email but all they can tell me is that they are waiting for an update from "their more relevant department", they did not give me an explanation nor an estimated time when this will be.

I've successfully withdrew money before, my account is verified, the Skrill email address used is correct (used for all deposits and previous withdrawals), no bonus money was used.

Resolved

€8,682

Will not offer me an option to withdraw

I made several deposits via Skrill and the latest one via Credit Card. I sent in all of my documents.

Now I generated a balance of 131.14 EUR and I want to withdraw it. As there is no option to withdraw via credit card to keep the closed loop, I chose Skrill. It got cancelled and after a long and tiring chat they told me I should use bank transfer. The issue is bank transfer has a minimum amount of 200 EUR. When I asked them if I would need to wager the amount to top up to 200 they said yes, so it is also not an option. Furthermore they do not want to set up a manual bank wire to me. Instead of sending me the money via Skrill they go the dirty way, so please help me in this case.

I provided all documents to them.

Resolved

€131

Payments declined and no solution offered yet

Good evening.

I need your help. I made the 29/04 a few deposits with my Visa card and i had the luck to win 15000€ . When i tryed to make a withdrawal, the nightmare began. Withdrawal option with Visa does not exist. So i tryed via Bank transfer. It was cancelled with the reason i have to use the same method as i made my deposit. But it is not possible. Because i can not find the visa option . Then i asked if i make a new deposit with neteller , if i can then withdrawal , an agent told me: yes . So i made a new deposit of 20€ with Neteller, played a little bit a made the withdrawal. Cancelled again - reason: i have to use the same method as my deposit - my visa. But again : it is not possible. This possibility doesn't exist! I wrote yesterday and today many times with 5-6 different agents (agents in live chat were fast and very friendly) but I received always the same answer: i have to wait until they will resolved the issue. So now i don't want to wait anymore. If they have an issue and if i win its not my fault. They have to look to find another withdrawal solution. I only want to make the withdrawal via neteller or bank transfer. I think that they not want to pay... This is not professionnal. I made all my deposits without bonus an my account is succesfully verified.

I hope you can help me. Thank you

Resolved

€15,000