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Play2win Casino - Late withdrawal

Complaint Info
Disputed casino Play2Win Casino
Reason Delayed payment
Amount € 600
Posted on July 22, 2014

I have made my first withdrawal at Play2win casino. I have chatted several times and been promised to be paid.

Every other day chat says that their account department will call me to confirm the withdrawal, but no one calls, and the withdrawal is not processed.

All my documents for verification has been approved according to chat and still they do not process the withdrawal.

Withdrawal request made 20121208 for 600 Euros.

Posted on December 23, 2012

The documents have been authorized on December the 11th. Since then we are trying to complete the process.

This player is not available on the phone, we have been trying to call him at the phone number he submitted when created his account, but he is unreachable. The only things that is pending is the Fraud Verification Call, which is being done to all the players who request a withdrawal by the first time.

The player comes to chat and has been advised on the procedure, but still we cannot reach him on the phone.

DanKan Sweden
Posted on December 23, 2012

Paly2win Casino has not tried to reach me until today, actually. I know since I have a device that record all calls coming ti my phone. No registered until today.

Today I have spoken with Charlotte by phone, and she confirms that all my documents are in order. I have spoken with Eric from Casino by phone more than a week ago and confirmed all my details.

I was now adviced to be patient, and wait another week for my 600 Euros. It all depends on the contability appartment, which I neither can e-mail nor can call by phone.

Conclusion of all this: All my documents are approved, I have verifed my details by phone, so they should pay my winnings.

I will update this every day now until I get my winnings.

Posted on December 23, 2012

Play2win Casino has tried to reach me 3 times today with no answer from me. But now I have answered the phone and talked to the casino manager, and this verifies my account at the casino.

I have been promised that I will get my winnings today. I will update when I have got the money.

Posted on December 23, 2012

Play2win Casino manager has been trying to reach me for weeks, but I have not been able to answer their phone calls.

Today is the first time that I have answered the phone of their calls, so my account has not been verified unitl today.

I apologize for I have misunderstood the procedure.

Posted on December 23, 2012

The player is contradicting himself several times here.

Again, we have tried to verify the player's phone number since December the 11. Today it has been the very first time the player picked up the phone. The fact the player could call to the player support department, it doesn't mean we could verify the phone number he submitted in his account.

In order to protect our players' identity we do verify the players' phone number by doing a fraud verification call. We call the phone number and we ask security questions, only by actually picking up the phone we can assume the phone number belongs to the player and the account is ready for withdrawals. We do such process on all the accounts that request a withdrawal by the first time.

We understand the fact that by never picking up the phone, the player never got verified for withdrawals and this has created frustration; but those are the security measures we take in order to keep our high standards of security, and to protect our players from identity fraud.

DanKan Sweden
Posted on December 24, 2012

I have not recieved the withdrawn funds of 600 Euros to my Neteller account yet, so the case is not solved.

I will update here when I have recieved my winnings.

Posted on December 24, 2012

I have now recieved the funds to my Neteller account. This case i solved.

Posted on December 29, 2012

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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