Casino kept my money and do not pay me

Hello,

I would like to log the issue that I am having with an online casino gambling website called greenplay.com.

I would like to make a complaint as well as report the issue to you.

They kept £613.33 from my winning money and don’t pay me.

While I was playing in their website, I noticed, They don’t pay to my winner hands, also When I got drawn with the dealer, money doesn’t return back to my available balance.

I joint to Greenplay.com casino in October 2022, I think I only played on their website 3 or 4 times and as soon as I logged this issue, They closed my account also since 21st October. They don’t reply to my emails and queries. They only copied a message that says “Your case will be escalated to our technical department for investigation”.

Potentially, It can be more missing funds but they closed my account very quickly and didn’t let me take evidence by checking my game history.

I shall provide you with this issue with more details below:

Blackjack VIP P

Wager

-£100.00

Prize

£0.00

Balance

£320.00

Game No.

119856818190 / EV-AS_­172­071­9ac­79e­ddb­9bd­896­c92­-qq­agu­apy­rov­lzi­6e_­22E­862­D11­28AA7ED

Game Time:

17:39

£200

——————­———­———­———­———­———­———­———­———­———————

Game

Blackjack VIP P

Wager

-£100.00

Prize

£0.00

Balance

£160.00

Game No.

253056931190 / EV-AS_­172­090­a4e­cff­04a­236­67b­210­-qq­agu­apy­rov­lzi­6e_­22E­862­D11­28AA7ED

Game Time:

03:08

£100

—————————————————

Game

Blackjack Silver 2

Wager

-£100.00

Prize

£0.00

Balance

£977.50

Game No.

433256781203 / EV-AS_­172­0d9­db2­9e1­153­bcb­35c­a50­-qq­agu­apy­rov­lzi­6e_­22E­862­D11­28AA7ED

Game Time:

01:30

£200

——————­———­———­———­———­———­———­———­—————

Game

Blackjack VIP Z

Wager

-£170.00

Prize

£0.00

Balance

£0.00

Game No.

140656237203 / EV-AS_­172­0df­d4f­1c6­f2b­ad7­8b5­54a­-qq­agu­apy­rov­lzi­6e_­22E­862­D11­28AA7ED

Game Time:

03:19

£113.33

——————­———­———­———­———­———­———­——————

In total £613.33 has gone missing as far as I could check

I logged the issue with them as soon as it happened on 21st and 22nd October, however until the date of this email, apart this message, nothing else didn’t reply to me :

Please be kindly informed that this has been escalated to the management for further review. You will be contacted back once it has been reviewed.

Should you have any further questions, please do not hesitate to contact us on Live Chat or through the 'Contact us' page.

Your dedica­ted­ ­Support Team.

Best regards,

Phoebe B

Support Specialist 

Would you please log my complaint and investigate this issue?

Please do not hastiest to contact me for further information

Kind Regards

< full name removed >