Play2win Casino - Pelaaja ei voi vetäytyä.

I have not used any bonus but with real deposits and they do not want to pay me the prize because they say that I have made deposits of 100 and 50 we are incomprehensible

No he utilizado ningún bono si no con depósitos reales y no quieren pagarme el premio porque dicen que he hecho depósitos de 100 e y 50 vamos incomprensible

Dear Roberto,

Thank you for submitting your complaint. Please could you provide more information and details regarding your complaint? I apologize, but I am not sure I understand completely what happened.

Are you trying to withdraw your winnings? Could you please clarify how your deposits influenced this situation?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Well, they just don't want to pay me, they allege that I made deposits of 100 ey and therefore according to their conditions it is not up to me to collect the prize

Pues que simplemente no quieren pagarme alegan que Hice depósitos de 100 e y por lo tanto según sus condiciones no me corresponde cobrar el premio

Thank you for your reply, Roberto. Have you been informed which term specifically has been applied here?

No, no term for deposits prevents you from collecting a prize, no..??!what type of casino is this?

No ningún termino por depósitos te impide cobrar un premio no ..??!qué tipo de casino es este..?

Thank you very much Roberto for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello Roberto,

I have reviewed your case and will do my best to help you. I want to make sure that I fully understand the situation first.

You have made deposits of EUR 50 and EUR 100, and have not used any bonuses, is that correct?

We would like to invite Play2Win Casino to join the conversation and to clarify why the player cannot withdraw their winnings.

Dear Roberto,

I have not received any response from the casino, but also have not received a response from you to my previous question. Please reply and clarify the situation, and I will then attempt to contact the casino once more.

Kind regards,

Adam

This is how it is regarding your question Adam if I have made deposits of 50 and 100 e and they will not let me withdraw 1000 e prize I have not used any bonus the casino's response is incoherent adam

Así es respecto a tu pregunta Adam si he hecho depósitos de 50 y 100 e y no me dejan retirar 1000 e de premio no he utilizado ningún bono la respuesta del casino es incoherente adam

Thank you for your response Roberto and for explaining the situation.

I will attempt to contact the casino once more.

We would like to ask Play2Win 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

What I am going to do is file a complaint with the authorities because I want my prize money. I have been a client of this casino for years and I have played exorbitant amounts of money. I have only agreed to collect on a few occasions and this time they have to pay me 1000 ea my account they tell me. Q does not correspond to me for having entered amounts of 50 and 100 and not more, which is what they want to steal my money, therefore this website would be a scam....

Lo que voy a hacer es poner una denuncia a las autoridades pues quiero mi dinero del premio he sido cliente de este casino durante años y me he jugado cantidades desorbitantes de dinero solo he accedido a cobrar en contadas ocasiones y esta vez me tienen q pagar 1000 e a mi cuenta me dicen. Q no me corresponde por haber ingresado en montos de 50 y 100 e y no de más cantidad que es lo que quieren para robarme el dinero por lo tanto sería una estafa esta web....

Dear Roberto,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

The casino states it is licensed by the government of Curacao, although we have been unable to verify this. I do still recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam