4Play.bet Casino - Player’s withdrawal request has been blocked.

Hello, how are you? Today, on 07/21, I deposited 105.00 into my account, and the amount was credited immediately. Soon after, I attempted to make a withdrawal and received the message ClientRestrictedForActionWithdraw. I contacted support to resolve my issue, but the automated attendants just pasted a standardized response and then stopped replying, leaving me without any timeframe.

It's worth mentioning that I have already verified my documents on this platform, so everything should be fine. What shocks me is that if they want to block the withdrawal, why didn't they block the deposit as well? This is absurd! I just want a refund of my money, please. After that, they can block whatever they want! Just return what is rightfully mine, the deposit amount that was taken from my bank account.

Dear Guga123456,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please clarify how much money you currently have in your casino account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, good morning, what's up? Yes, I've already made withdrawals on the platform, even though they went down quickly, I deposited 105.00 from my bank and I currently have 115.36 because I played a little.

and it was without an active bonus, the rest I won by playing so 105.00 came out of my bank account!

Thank you for your reply, Guga123456. Could you please advise when exactly you made the last successful withdrawal? Which payment method did you use?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good morning Kristina, how are you? All the proofs were shared in your email. The last day of my withdrawal was 07/20/2024 at 13:02 in the amount of 121.50!

They are claiming that I played low risk games that do not comply with their terms, but then why is it allowed to play? and another question there is no game that does not have a loss inside the casino, it has happened several times that I lost in low risk games. I'm only asking for the amount of my deposit. Once they've returned my deposit, they can keep my block without any problem if that's the case! But they have no right to withhold my money.

Did the casino confiscate your winnings? Could you please clarify which games you played?

Yes I deposited 50.00 then I deposited + 50.00 and played the game BAC BOO, but I always play roulette, spaceman, aviator on the same account that my withdrawal was confiscated.

and now when i go to withdraw i get restricted customer, i go to support they say there is no deadline for my unblocking. just to wait.

Thank you very much, Guga123456, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Guga123456,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite 4Play.bet Casino to join the conversation.

Dear 4Play.bet Casino,

I kindly request an explanation regarding the inability of the player to access their deposits. If the player has engaged in gambling solely with their own funds, without any bonuses, there should be no limitations on the games they can participate in, including those with lower risk, as all games inherently possess a house edge, provided they adhere to the established rules. I await your clarification on this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Guga123456,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. 4Play.bet Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru