Mr.Play Casino Complaints

No response from casino

On the 8 of March I made a withdrawal request for NOK 13.000,- The day after I got an email from Mr.Play, that I had to upload one last document for account verification. I did so immediately. After this, there has been no contact from Mr.Play. In the following days, I sent several emails, questioning the silence, since they have a policy of 48 hours response time.

I have also been in contact with the customer support chat on the website. Every time they say that they will forward the issue to “customer service”, and that I will be contacted shortly (even within 30 minutes).

7 days have now passed, and I haven’t heard anything from customer service.

Unresolved

kr13,000

No communication and Funds removed

I have tried to get an update from the casino since 04.11.2024, but the live chat is non-responsive, the emails are not getting answered either.

I have played here for some time and never had any issues depositing, I even think the account has been verified before, but now they needed to verify it once again.
I sent in all documents, and have heard nothing since that.

I have attached the pictures showing the whole communication so far.

I have never withdrawn from here before, and suddenly they have made a withdrawal but when asked to which account it says Mifinity, but I have not provided them with any information as to where they can make the withdrawal to, nor have I asked for a withdrawal.

I just want 1. Finish the verification process and make my account fully operational, or 2. Refund my deposit to its origin

Resolved

kr2,000

Withdrawal delayed for 5 weeks

I deposited 1800 to this site 5 weeks ago.

Passed verification etc. I won 13,500 and since this day 5 weeks ago I have had no funds released.

I have emailed and contacted live chat around 50 times. Every time I get the same message that the withdrawal is with the relevant team.

No one helps and all replies are standard.

None can contact the team. They have escalated 15 times and not once have I received a reply. It’s a shambles and don’t know what to do next

Resolved

£13,500

Double charge

I made a deposit of £450 which said it was declined. I then made another £450 deposit which was successful., but both £450 payments lefty bank account. I contacted my bank who said I must deal with MR play.

I contacted Mr play on the 13/4/22 after quite a few emails back and forth they said they would refund £450. As requested on the 7/5/22 I sent my my international bank details for the refund, and from that date they have stopped replying to my emails.

Resolved

£450

Bet won winnings not received

Bet ID 853690 was placed on the 18th March and won, however, whilst the bet says won and settled in my betting history (as per screenshots provided) I have not received my £72 winnings. I contacted customer services on the day and queried this; I have attached screenshots of that conversation, and a case was raised. I was told by the agent that my case will be escalated to another team, I asked for an ID - case ID 2621384; I also, ask for time scales, but to no avail.

As it has been over a week and I have not heard anything, I tried to raise a complaint via Mr.Play's website, but I have not received any confirmation to confirm my complaint has been raised or received, so unsure if compliant was submitted, i.e. I have no reference number.

Considering it has been over a week, customer service seems non-existence, the complaint process offers no certain and I have heard nothing back since the case was raised, I feel Mr.Play has let me down and are unreliable, hence why I am raising a complaint via this service.

Resolved

£72

Forcing me to use unknown payment method

Good afternoon,

Few weeks ago I joined this nice casino. Deposited 1000 usd via Visa and won a little. After that withdrawal was made and documents were uploaded asap. Some days later I see the email asking to reorder withdrawal to Ecopayz and Muchbetter. I read terrible reviews regarding Ecopayz - blocking account, seizing funds without any reason, So i am not going to work with this company. Muchbetter seems to be a new player - a gray house for me. I contacted casino via chat and payment team confirmed that Neteller could be used to collect funds. So I go ahead and deposit. Unfortunately I didn't save this chat, but you can easily obtain it via request. Till today casino is refusing to send funds to Neteller or to Visa card and forcing me to use only Ecopayz or Muchbetter. My Neteller is in USD same as casino account if this matter.
Please assist me in getting back my deposit.

Rejected

$900

Free spin glitch

I played at Mr.Play casino and I won a bit so I switched up my bet to $5 a spin. A few spins later i won free spins on the game "hippie days". The game loaded to free spins but would not spin. I ended up closing the page to try reload but to my surprise the game would not even load. The screen would just be black and eventually I would have to keep trying. After trying everything from deleting cookies and cache and opening a new window and restarting phone and computer both. Still nothing.

I've made many different complaints to Mr.Play casino but its always the same thing for the past 3 plus months. They tell me they have escalate the problem to there tech team, but with no real resolve to the issue. Please help.

Resolved

Delayed Payment

i play on mr play casino and my cash out was approved on dec 31st 2020 .i still havent got my money .i e-mailed them and they told me they are waiting for a answer from the processing company. i have been e-mailing them everyday and they keep telling me to be patience and wait .it is now jan 20th 2021 .can you tell me what i should do to get my money please and thank you
amount cash out was $1165.00 cad

Resolved

$1,165

Delayed payment of cash winnings

I have two pending cashouts at Mr.Play. One for £7191 from 26.8.20 and one for £1000 from 2.9.20. I have fully completed the KYC process providing everything asked for including selfie with ID. This was done weeks ago now and now every time ask why my withdrawals aren't approved I'm told they are 'under review' and I get the same answer every day. This is not right, I've played, i've won (eventually after losing lots before), i've cashed out and passed KYC and yet I'm still not being paid money that I am owed and very much need at this time for no reason at all. Can you help please?

Resolved

£8,191

Free spin deposit bonus only partially awarded

After receiving 60 out of 100 bonus spins earned through a deposit on April 25, casino says I dont have a bonus to claim anymore, yet the first 2 days of spins were awarded with no problems after contacting chat. This time I have tried chat and email, but no explanations are given as to why they are scamming me. See attachments for details of the promotion and my deposit verification.

Unresolved

Self exclusion confusion

Hi I recently registered with mr play deposited, placed bets and made withdrawals - no Id verifications asked.
I've also tried to register with betregal who told me this was not possible due to a previous permanent self exclusion with karamba which also self excludeds me from all related brands.

Contacted mrplay who insisted I was only self excluded from karamba and not on a network level meaning I'd of been allowed to register due to that reason, but they would now set my self exclusion to a network level instead.

Since this I've now registered for prime slots with no problems to find out there also a related brand although 6 days ago I was told I was self excluded on a network level, I've informed prime slots and they cant see how its happened and this will be looked into but on a whole more needs to be done with there system to protect vulnerable gamblers who are self excluded

Resolved

£1,200

No options to cash out my winnings

Iv been trying to cash out my winnings with Mr play but they are unable to provide me with any method because they say I’m unable to use my master card to get the money and I can’t use a wire transfer because they need an IBAN number and In New Zealand we don’t have IBAN, iv then been told to use e wallets but I need to make a deposit with the e wallet first what I was happy to do but explained to them there is no option on deposit page to do the deposit with any other method besides my master card or to add a new card. Then when I get to this point and ask them what to do they will disconnect my chat or just tell me again that I need to use a e wallet I explain that I know that but there is no option to do the deposit with any e wallet-so basically they haven’t replied to my emails on this and still have not provided me a correct option that I’m able to use to cash out my winnings? They will just disconnect the chat and email to me saying to use an e wallet even when iv explained that it doesn’t appear as an option anywhere. Worst online gaming site iv ever been on and read reviews saying it was good on here that’s why I played cause it says it’s trusted and accepts New Zealand players.

Resolved

Delayed Processing

I have been playing at this casino for awhile now and I do like the layout and variety of games but cashing out is a real headache and honestly not worth the frustration. Firstly the 48 hours that is posted on the website as the "pending period" is not correct. This is the second time I am making a cashout and it doesn't leave the "pending" status for atleast 5 days after that it will change to "in process" and then you must wait again.

I made a cashout of $1500 on the 9th of February. It was left in pending until the 14th of February then they said it was approved and they have told me it has been processed but until today February 20th I still have not received the payout. I hope my complaint can be resolved quickly and they can fix the processing times at this casino. 2 weeks for a cashout in this day and age is ridiculous and makes it not worth playing here.

Resolved

$1,500

Delayed withdrawal

I made a withdrawl request Nov 7th for $300
It has been pending since then and it is not my first withdrawl
I was told in chat that it would be done soon on the 15th because there were alot of winner then told it would be out yesterday the 18th and today still nothing.
I am a Platinum member which states on their website that I get " Express" cash out which is not true.
It has taken more time than a first time member.

Resolved

$300

Stalling on a withdrawal of €492

Dear Askgamblers,

I made my withdrawal request on monday the 8th of July, ever since I am waiting for my withdrawal to be send to my bank. The status of my withdrawal remains on “sending to processor”. I have contacted the live chat multiple times and they all keep saying different stories. I would like to receive my money.

I hope this complaint will make sure that I get my money, because the support can’t do anything for me.

Please Askgamblers help me out.

Kind regards,

Resolved

€492

Refusing to honor their own bonus offer

I received an email offer (see attached) and duly deposited £10. When I could not find the spins I contacted the chat line. Transcript attached. Basically they wanted to offer me free spins on all sorts of junk games and I had taken up the offer in good faith as I wanted to play Egyptian Magic. I feel that this is a fraudulent offer and is just not right.

Resolved

Very long delay on my €2,500 withdrawal

Friday 29 March i won 2500 euro and directly i cashed out. This was the first time i withdraw from MR.Play casino and so i uploaded my documents and after 48 working hours it was approved. But until today i am still waiting for my money? And when i ask questions at the chat customer service the they give me al different answers. I just want my money!

First they say : u will receive an email . but until today i don receive email from them ( only email with deposit bonus...)

Now they say : There has been a security check and it can take 3 to 5 working days. that means another week waiting...

All customer chat operators telling me different things.

Is this normal?? i think they want me to lose my money...

Please help me 2 speed up this process

Resolved

€2,500

Withdrawal issues

I've been in touch with the customer service several times now. They all say wait and you hear from us. Sent emails, uploaded my documents etc. Still no money or emails from mr play. Waiting since end of the march but they are just telling me - just wait, wait, wait. When i requested email of their financial department, they say they cannot give it to me. Im getting really frustrated. I have deposited many times, but i feel like if they treats customers like this, i don't wanna be a part of this anymore.

Resolved

€1,000

Waiting on a €295 payment for weeks

I've been in touch with the customer service several times now. They all say wait and you hear from us. Sent emails with the proof i cashed out 295 euro. Uploaded my documents etc. Still no money or emails from mr play. Waiting since 2 februari. Really like to get my money hope this works. I see more people have problems.

Resolved

€295

Not honoring promotional offers

I am a Premium VIP player and by that I have alot of benefits. They offered me 3000.kr, here is their mail to me from them.

Hi Bjørn < surname removed >,

I have an amazing mrplay.com VIP offer waiting for you online right now J

Get your amazing 3000.kr Free Bonus + Incredible 60% On top of your Next 2 Deposits, The only thing you need to do Bjørn < surname removed >is to come to chat and enter your unique personal bonus code …… .. “SUPER2019”

I am your personal account manager here at mrplay.com.

I will personally overlook your account as I want you to get the best experience at mrplay.com.

I'm here Monday to Friday so if you are missing something just ask me!

Happiness To Bjørn < surname removed >, We hope you will be our next big mrplay.com winner!

With best regards,

Thor C

VIP Personal Account Manager

[Brand Name]

... I received this mail 30.01.19 and asked them today about my 3000kr, and they say

Monica: And a bonus cannot be claimed so long after

Monica: You got this sent last month

I asked them about the 3000kr and they mumble in the chat about things I don't know what their talking about then they just repetive things and mumble. What do I do?

I've been reading all their rules and agreements. Nothing saying its a timeframe on the VIP bonus

In addition, There was a campaign saying you get 1 starburst freespin for each 400NOK you spend at the 7th february. A little title below this campaign says you will receive the freespins at 07:00 a clock next day. Didnt get my 100 freespins. I spent over 40.000 NOK. This casino literally scammed me for 100 freespins at starburst.

Resolved

Pending withdrawal since 21st Jan 2019

I withdrew £350 on January 21st 2019 and I’m still waiting for it. I uploaded documents and spoke to someone on live chat. They stated I just needed to send in pic of my bank card used and withdrawal will be processed. I did this straight after the chat finished. I received an email stating withdrawal will be processed with 48 hours. Over 2 weeks later and I still haven’t received winnings.

Resolved

£350

Delayed Payment via Trustly

Hi,
i did a withdraw at 14.01.2019 via Trustly and since this date i wait to get my payment. I was also already verified. The Support told me the payment is done and i have to contact Trustly and closed the ticket. I contacted Trustly, but the told me i have to contact the company where the payment made. I already contacted my Bank and they told me there is no pending payment. Please investigate where my payment are.

Resolved

€500

Delayed payment & vague customer service

Long story short - Made my first withdrawal on Mr.Casino and it has proven to be very time consuming process and player unfriendly experience.

The promised withdrawal time given is 48 hours for the whole process as can be clearly seen here: https://www.mrplay.com/info/help-cashout-time/?lng=ENG - on top of this, I got email which verified this 48 hour time-window after the withdrawal.

As this is not my first casino I'm playing on, I knew they would require the documents for the verification of my account. So I decided to upload the required documents even before they could get the chance to ask for them.

Now after 65 hours of waiting, I am still getting vague and uninformative responses from the live-chat, which I've connected multiple times. I've gotten anything from "tomorrow" to "six business days" as an answer for my inquiries about the withdrawal.

My account was verified today, but the withdrawal is still pending for no reason. I've been extremely patient and friendly towards the live customer servers - some of them which have been totally arrogant about the fact that they're breaking their own T&C of withdrawal pending time.

Hopefully this matter will get solved now. Especially when we are not talking about a large sum of money.

Thank you!

Resolved

Verification and withdrawal delay

I made first deposit with 200% bonus on Monday 17.12. and managed to wager it on Wednesday 19.12. with 2984€ left and I sent documents right away. On Friday 21.12. I got an email requesting document about my NEW credit card, I haven't got any other answer except that my old one is expiring, weird huh? I asked about this in live chat and representative said that I had uploaded documents on same day, on Friday 21.12. which wasn't true at all. Well I sent also the pic of new credit card, then on Monday 24.12. I was asked once again to submit new documents of credit card(s) with only last 4 digits visible, I sent them and got confirmation in few hours about the documents that now they will do. But even now as I'm writing I'm still waiting for verification of my documents, and after that I must propably wait another period for approval of my withdrawal I guess. If never.

Resolved

€2,984

Mr.Play Casino Complaint Stats