The player from Italy had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved when the player confirmed that she had received her withdrawal. We marked the complaint as 'resolved' in our system and appreciated her cooperation.
DPlay Casino - Withdrawal of player's winnings has been delayed.
Amount: $17,000
DPlay Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.8
DPlay Casino has a Safety Index of 4.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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1 week ago
Replenished this casino via FreeBitcoin, in the amount of 0.14+ BTC, played back the wager, which as the support assures 1 to 1. Passed the KYC procedure, providing all the necessary documents. Trying to withdraw funds for almost 2 weeks, for various reasons they do not withdraw them. It was good when there was a KYC problem. But mostly it was excuses like: "We have passed your request to the relevant team" ‘We are having technical problems, your funds are 100% safe’. And various other nonsense that just makes them stall for time. They never give accurate answers and only give false answers about a pseudo-relevant team. Sometimes it is problematic to get through to them even in live chat. They just close the appeals. Now - I can not write to them in the live chat, it just sends my question ( allegedly ) and writes that I will get an answer to the mail ( Lie ).
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1 week ago
Dear AnnaMar,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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6 days ago
Dear AnnaMar,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
