12Play Casino - Player is struggling to wihdraw his winnings.

Hi I'm a new user for 12play ,my winning and wallet money all rejected,before withdraw verified my email , mobile, and bank details,Then what's the reason to reject the withdraw request? I think couldn't happy to give the winning amount? And also not ready to response the live chat customer care service,,,

Dear vasanthkar,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if the casino asked you for any additional documents for the verification? Were all the documents you submitted accepted by the casino?
• Could you please advise what the casino support replied?
• Did you accumulate your winnings with the help of a casino bonus or a promotion?

Looking forward to hearing from you.

Best regards,

Tomas

Hi Tomas,

*That casino asking a basic documents and verified on time, no more to asking any other documents.

*That casino support say I'm using multiple accounts,,,but actually I'm a new user

*I'm winning amount Is casino welcome bonus to start my betting..

Note: Before withdrawal my all documents is verified and casino giving welcome bonus for new user everything fine,,,,but withdrawal time said you have multiple accounts so reject your all bonus and winning amounts,,like that how to I can accept,,

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

yes,My brother one time using my mobile to play his game..

Do I understand correctly your brother has an account in the casino but played from your device?

When did you and your brother open accounts in the casino? Did you or your brother claim any bonuses in the casino?

Please let me know. I'll await your reply.

May 3rd 2023 my brother was open casino account and claim the welcome bonus,,,,

Thanks for your reply.

Could you please explain when did you open your account in the casino? Was it after your brother opened his account?

Did your brother successfully verify his casino account? Do I understand correctly your brother used your mobile device to play in the casino? Did he register with his own mobile phone?

Dear vasanthkar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.