APlay Casino - The player's deposit refund never arrived.

Hello,

Last month I cleant deposit money on his Aplaycasino from Avento MT Limited. I was blocked on diferent websites from Avento MT Limited because of gambling issues (frankcasino.com driftcasino.com etc.)

Still Aplaycasino let me play and that is not within the "costumers protection rules" from the MGA license and also within the law of Malta. I want my full deposit money back from Aplay casino. I send emails about the situation but they don't want to give me the money back. I send them the MGA license documents and ask them to tell me what the reason it thay I don't get my deposits back; they didn't answer my question...

I want my money back because their operator knew that I had problem with gambling issues after my first block from Svlot.. They can have the first 250, but all the other money I want back because they broke the rules from their license. I want the other 450 back...

Hello FlyingDutchman83,

Thank you very much for following our policy and for submitting a new complaint on Aplay Casino.

As usually, I would like to clarify a few more thing before we would try to contact the casino to clarify for all readers what happen.

Is the issue same as in your previous complaint - thus you are awaiting your deposit refund to your crypto wallet (as in the previous complaint and casino they confirmed that Neosurf wouldn't be possible) from the casino?

Please also note that even if they are sister casino's, it doesn't mean they are owned or operated by the same group of people, so they also might have other procedures handling complaints.

Looking forward to your answer.

Regards,

Nick

Casino.guru

Hello Nick,

The answer on your first question is no. It is a other operator.

Yes it is possible, but the MGA license said that a operator is not allow to let a player in that blocked himself (because of gambling issues) on any other site that holds the same license number..

So I blocked myself on a casino because of gambling issues, and the other casinos are accepted me... That's against the costumer protection rules off the MGA license.. if you google; MGA costumer protection regulations you will find the official documents

Thank you FlyingDutchman83 for providing additional information regarding the case. I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Nick,

Do you have any futher information?

Dear FlyingDutchman83,

From now on, I'll be in charge of your complaint. I’ll contact the casino and try my best to resolve the issue.

I would like to invite APlay Casino to join this thread and participate in the resolution of this complaint.

Hello Andrej,

If you need any information please tell me🙂

Dear FlyingDutchman83 and Casino Guru Team,

We confirm that you've been blocked from every brand under Avento MT Limited.

It happened on September 9, 2021, after we received an addiction message. You've been blocked in accordance with rule 8.4.1:

Any self-exclusion due to the reason of addiction shall extend to all accounts held by you with any website owned by Avento MT Limited.

We haven't received any message from you before. Self-exclusion due to the reasons of addiction covers all brands of Avento MT Limited and closes access to all accounts forever.

We fully support your decision to quit gambling - it's a difficult but very bold move. Please, block all your accounts on every gambling website as soon as possible to achieve this goal.

You can always write to us if you have any questions.

Sincerely, APlay

Thank you, APlay Team, FlyingDutchman83, for your replies.

FlyingDutchmman83, my e-mail address is andrej.p@casino.guru. Feel free to forward any evidence that’s relevant to this case.

You can see my pictures right? That are the one that I want to send.. the costumer support team first lay to me and than he admitted that I'm blocked because of gambling issues.. and Aplay casino still believe that I was not blocked because of gambling issues.. they did something rong, admit it Aplay and give me the money back. Then we are done...

Dear FlyingDutchan83,

Do I understand correctly that you requested self-exclusion in September 2021 and all your accounts registered with Avento MT brands were subsequently blocked, but you have also previously requested self-exclusion at a sister casino in April 2021, and despite that, you were later able to create a new account at APlay?

Please note that in the chat conversation you provided, the customer support agent confirmed that your account had not been blocked due to gambling addiction until after September 13, 2021.

Could you please advise how did you request self-exclusion in April 2021? Did you inform the casino about your gambling addiction?

If there’s any other relevant communication with the casino (or the sister casino), please forward it to andrej.p@casino.guru (or you can post it here).

Dear FlyingDutchman83,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because FlyingDutchman83 has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.