12Play Casino - Pelaajan tili on lukittu ja hänen varansa on takavarikoitu.

Hello, dear casino gurus! I understand that these scammers with a 1.5 rating will never return my personal funds! But I want to share my story in this complaint! I registered on this site about a month ago. I never received any bonuses! I played slots and bet on sports. I deposited approximately $2,000! Today, I only had half that amount in my account – $1,000! I requested a withdrawal of $300! My request was not approved! They asked for a photo of my passport in the support chat, which I immediately sent them! After that, I was no longer able to log in to my account!!! They blocked my account and stole MY PERSONAL FUNDS!!! This is not even a confiscation of winnings, but simply theft of the client's personal funds!!! These are real scammers!

Здравствуйте уважаемые казино гуру! Я понимаю что эти мошенники с рейтингом 1.5 никогда уже не вернут мне мои личные денежные средства! Но я хочу поделится своей историей в этой жалобе! Я зарегистрировался на этом сайте примерно месяц назад. Бонусов никаких никогда не брал! Играл в слоты и делал ставки на спорт. Я внес депозитов примерно на сумму 2000 долларов! Сегодня на счету у меня была всего половина этой суммы 1000 долларов! Я заказал вывод средств в размере 300 долларов! Мой запрос не был подтвержден! Попросили в чате поддержки фото паспорта которое я сразу же им отправил! После чего войти в аккаунт я уже не смог!!! Они заблокировали мой аккаунт и украли у меня МОИ ЛИЧНЫЕ ДЕНЕЖНЫЕ СРЕДСТВА!!! Это даже не конфискация выигрышей а просто воровство личных денежных средств клиента!!! Это самые настоящие мошенники!

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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.

• Has the casino reviewed the identity document you submitted?
• Have you been asked to provide any additional documents for verification?
• Has the casino informed you whether your account has been blocked only temporarily until the verification is completed, or permanently?
• Have you made any successful withdrawals from this casino before?

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

Yes, they reviewed my passport. They didn't ask for any additional documents. My account is permanently blocked. There have been no successful withdrawals.

Да они рассмотрели мой паспорт. Дополнительные документы они не запрашивали. Мой аккаунт заблокирован навсегда. Успешных выводов средств не было.

Please forward me all the communication between you and the casino regarding the closure of your account and the confiscation of your balance at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

Thank you very much, yatsik13, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of 12Play Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello yatsik13,

I'm Michal, and I have taken over your complaint. I have examined your case and will reach out to the casino in hopes of providing assistance; however, I have to mention that 12Play Casino was not cooperative with us in our attempts to mediate any kind of issue in the past, as can be seen by the several unresolved cases, so a positive outcome of your complaint seems to be regrettably unlikely. Anyway, I will still make the effort to reach out to the casino. We hope that 12Play Casino will engage in this discussion and provide clarification of the situation.

Dear 12Play Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru

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 yatsik13,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 the 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.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru