DPlay Casino - Player's account closed due to alleged system exploitation.

I play the casino and win when I try to withdraw it pending for KYC verification after around 12 days it appear I exploit the system, even I don't do anything yet that said it final decision and not subject to appeal my account try withdraw around 70,000$ and amount left 30,000 if and problem it should appear for solution not terminate automatic like this

Hello rithrathanak007,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino explained what exactly did you breach? Did you ever use VPN to access the casino? Did you create your account in your own name and used your own balance only? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick

Nice to hear from you on 2 February I try to withdraw several transaction and and also have big amount than I got a message from supporter of dplay casino

They said they confirm KYC for my withdrawal than I submit the required document to them and nearly everyday I chat to get answer than on yesterday I received last decision that they terminate my account

And they don't tell what I did that is my mistake or the system mistake they terminate my account. My account connect with free Bitcoin wallet and it automatic create account with dplay casino and the email is my name and user name also my name and my account don't have promotion cash especially I didn't use any VPN for website I just play normal

My withdrawal have cancel and terminate my account and existing balance of around 30,000$ can't withdraw I don't know because of my mistake or from system or it might be of system error while withdrawal not reduce my balance they don't tell me anything I lost my account just like this

This is my existing balance before they blocked my account if any problem on withdrawal that would be justify to correct the issue but no have any solution for me for fair together please kindly help me please

Dear Nick

Could you response to me please. I have contact to live chat they can't solve my problem and support center after they response that your account is terminate and can't appeal they don't response any of my email

Dear nick

After itry reach them I got this email

That told me I breach this term and condition 4.7 4.10 and 10.1 I think that because of my withdrawal of 5 million FUN token two time not successful and I try to withdraw smaller instead I thing because I withdraw that big amount that why they need KYC and because withdraw not successful they mark me ask exploit and breach the system is it fair that casino acting like this to player when ever not successful transaction block player account please kindly response

Best Regard

Thank you rithrathanak007 for all the information provided. As we will need more details from the casino, I will be forwarding your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rithrathanak007,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a DPlay Casino representative to join this conversation and participate in resolving this complaint.

Dear DPlay Casino,

Could you comment on this?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello rithrathanak007 and Stefan,

Based on the casino records, you have bet and withdrew more than you deposited and won a substantial amount.

We can provide the records in private as evidence.

Best regards,

DPLAY Casino

Dear dplay casino

Could you please tell me is winning more than deposit is failure and won a substantial amount is my fail? I don't understand at this point?

Dear rithrathanak007,

For security, we cannot divulge details here where the responses being public.

We will email you and stefan.m@casino.guru with details.

Best regards,

DPLAY Casino

Dear dplay representative

I understand at this point I'm waiting to know is that my fail until you terminate my account and freeze everything

Dear dplay casino representative

When do you sent me the email of the record please I'm waiting your email

Dear DPlay Casino,

Do I understand the situation correctly that the player's winnings exceed the total deposited amount?

I'll be awaiting your reply.

Dear Stefan and Dplay

What does that mean winning exceed the total deposit amount please kindly clarify please I don't understand at this point dplay casino could you show us about this?

Dear dplay casino representative

According to your data providing I don't think it is correct reversed data first thing I want to say is transaction doesn't show that i make withdrawal and cancel back the amount not deduce from my account while the statement of my bet and win on the result of Dollar doesn't correct also I don't think it truth. if the amount of 5M that withdrawal last two. Time I believe because it not work that why I try to withdraw lower so I don't think I claim until around 22M Fun token

Dear dplay representative

You said that data reversed found my transaction is incorrect and why your reversed data still not corrected?

You said system error you said I'm exploiting system you said I'm not only win and also lost you drop it to my fault but data you provide still not correct you dropping mistake to player can I ask you that is it all player will face it when you said error system their account will be terminate

Best regard

Dear dplay representative

One more thing you said reversed data show me that I have minus around 2M but why my account freebitcoin still have premium membership free spin? When you said FUN token balance on dplay casino minus 2M why I still have premium membership on freebitcoin?

Note you Minus balance not correct in USD too according my picture I've sent to you

Dear Rathnak,

All your activities can be verified by 3rd parties. Your actual bets and wins can be and were verified by the game providers. Your actual deposits and withdrawals can be verified by either Freebitco.in or blockchain ledgers. We do not treat account closures lightly, thus our team put in a considerable amount of effort to verify your transactions.

DPLAY has no direct control over your Freebitco.in account and the USD value is just converted for Casino Guru who is not familiar with the value of FUN token, it is not an official value.

We calculated your true balance with valid transactions only and resulted in a negative balance which indicated that you had already bet or withdrawn the invalid funds before we discovered the exploit; meaning you overspent beyond your winnings and deposits at DPLAY's expense.

Finally, we would like to point out that you made and requested to cancel 31 withdrawals in 4 days, that was not regular player behaviour at all.

Regards,

DPLAY Casino

I don't have any reason for your answer you have answer and policy but one thing I want to tell please cancel policy 10.3 out because when you said system error client have to responsible for your answer. And every client will lost there profit and benefit whenever you said client exlpoid the system

Dear DPlay Casino,

Thank you for your response and the information provided.

Could you provide us with the official statement from the game provider regarding the player's winnings and bets? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear casino guru and dplay

I would like to tell dplay casino that the principles that you have developed are inconsistent with the implementation of conditions such as 4.7, 4.10 and 10.1 I want to know how you would feel if you were a problem player not born out of yourself but they treat you on this condition you know why over 48 hours on your policy withdrawal still can't receive I wait till over than 3day still not receive but when cancel it error your system is not fault but player is fault you not even have any compensation but you treat player is maker all your gamer will face to my problem are you really responsible website I can't change your mind but I want to tell you that you treat your player like a waste

This problem your won't solve it only waiting player face this problem you close their account if you're a responsible you will not do that you will get a middle point that better both player and casino to spread your reputation but everything no no and no and system will stay like this I know and you don't want to build any reputation

Dear Casino guru

Did you get response from dplay casino?

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 dplay representative

If you want to end this problem You should show responsibility About your system that affects players. If you provide some compensation, this problem will be resolved smoothly. And your reputation will higher hope your end up this problem together

Best regard.

Hello rithrathanak007,

I am in contact with the casino representative outside of a complaint thread. They have technical issues and cannot respond directly to the complaint thread. I will extend the timer by an additional seven days and will keep you updated.

Your patience is much appreciated.

Dear casino guru

Everything is fine I just wish dplay casino have some responsible for their system that threat me to this situation if casino have some compensation or what casino so you I'm waiting to hear from you and your decision about the result so I'm waiting next 7 days

Best regard

Hello,

We've made multiple attempts to provide the evidence requested and to reply here since 1st Mar 2024 to no avail.

I hope this attempt will go through and we await Casino Guru's feedback.

Best regards,

DPLAY Casino

Dear DPlay Casino,

I am glad that you were able to respond to the complaint thread again and that the technical issues have been resolved. Could you also provide us with the player's cashier history?

I'll be awaiting your reply.

Dear casino guru

They said they can't response waiting what are you thinking. I think don't have any solution on this issue with casino and me

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.

Hello Stefan,

We have been trying but unable to respond to this thread for days. We keep trying maybe one will go through.

We sent the requested information to your email, please kindly review.

Best regards,

DPLAY Casino

Dear DPlay Casino,

I still haven't received the Player's cashier history. Could you send it to my email address stefan.m@casino.guru?

I'll be awaiting your reply.

Hello Stefan,

We have just resent to you the information requested.

Kind regards,

DPLAY Casino

Dear DPlay Casino,

Thank you for the information provided. We were not provided with the cashier history and the official statement from the gaming providers to this day. You have provided us only with the Excel sheet.

I'll be awaiting your reply.

Hello Stefan,

We resent the records from our providers to you yesterday.

Please kind review.

Best regards,

Dplay Casino 

Dear DPlay Casino,

Thank you for your response and the evidence provided. I will have a look at it and get back to you as soon as possible.

Dear DPlay Casino,

Could you confirm if the player played only on OneTouch, Pragmatic Play and BGaming game provider games?

I'll be awaiting your reply.

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 Stefan,

We did respond and it did not go through. Hoping this one will.

Correct, the player only participated in games by those three providers.

Kind regards,

DPlay Casino

Dear dplay casino

Thank you that you have proof that I only play with that 3 party game while on my remember I also play at Evoplay too but your proof only 3 to against your responsible I don't think I play on your site long time ago

Dear DPlay Casino,

Could you provide us with the player's game log so we can check which games were played? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

We have sent the evidence to the email above.

Best regards,

Dplay Casino Team

Dear DPlay Casino,

Could you provide us with the actual game log, not just a screenshot?

Thank you very much in advance for providing the information.

Dear Stefan,

The links to the two files are embedded in the text that is underlined.

Best regards,

Dplay Casino Team

Dear DPlay Casino,

Thank you for your response and the information provided.

Hello rithrathanak007,

I have reviewed the game log provided by the casino and haven't found any games from Evoplay. The game log and game provider's statements show that you are not eligible for any funds from the Casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.