12Play Casino - Player's account has been closed after withdrawal request.

Hello

I accumulated 25,701SGD in 12play. After I requested withdrawal of 5000SGD it got rejected and my account suspended. I contacted live support and they told me that they will close my account and return only my last deposit of 1200SGD. That was not all money I deposited there, previously I deposited 984SGD 108SGD.

12play has scammed me for all my winnings citing that my bets were abnormal and I broke their ToS.

My gameplay was completely normal and casual. It took me 3 months of regular play to accumulate that.

My account was fully verfied, I never did any withdrawals before. This is pure scam, please help me.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings you were trying to withdraw? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Could you please forward me the email you received from the casino after your winnings were confiscated? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hi Veronika,

I played in slots and sports betting. I never used any bonuses in this casino, only my real money play.

Unfortunately I did not save the message they sent, their live support agent acted arrogantly towards me and once I asked him about the explanation of the reason behind this situation, the chat was closed and I couldn't access chat log. Now the chat is even disabled on my account.

I sent them mail but it looks like they ignore me as I did no response yet.

I'm able to log in still but the balance is now 1200SGD

I feel completely down and scammed, 25,701SGD is really big amount that was legally made. I did not cheat them, everything was in good manner but it looks like this casino is cheating on players that win too much.

Dear mingjieyu,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for 12Play Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number. We strictly recommend staying away from 12Play Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.