Casiplay Casino - Player is experiencing difficulties receiving his winnings.

Hello! For more than 2 months, I have been waiting for my profit to be paid, during which time I have sent more than 20 times the documents they want. In an online chat with their support, the last time they assured me that they would legitimize my account. weeks, no answer. They returned the amount to my account. I do not have a utility bill because I live in a boarding house, and these bills are borne by the owner. I also sent them a receipt for paid rent, bank statement, ID card, driver's license, address registration ... Everything over 20 times. Thank you.

Dear Dimitar,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take the KYC (Know Your Customer) process very seriously. It is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any?

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

Best regards,

Kristina

Thank you very much Dimitar for your email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply directly to this thread in the future. This is for us the quickest and easiest way of communication.

Hello Dimitar.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Dimitar.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Malta). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Dimitar_Valkov1,

the casino team has informed us that your issue was resolved, could you confirm?

Dear Dimitar_Valkov1,

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.

Even if we have assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.