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I won a prize on the slot Chiquito 2 Condemor, and when I started to withdraw the money, they asked for documentation. I sent everything, and they approved my first withdrawal. After that, they blocked my account, and they told me that the risk assessment department would handle my case, but I'm still waiting. It's been more than 3 weeks.

Gane un premio en la slot Chiquito 2 Condemor y cuando empezé a retirar el dinero me pidieron documentación. Envié todo y autorizaron un primer retiro. Después han bloqueado mi cuenta me dijeron que el departamento de evaluación de riesgos llevaría mi tema pero ahí sigo esperando. Han pasado mas de 3 semanas

Dear Pleft3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Have you made any successful withdrawals before?

Yes, 1 single withdrawal of 300 euros, I previously attached 2 documentation files: 1 of the payment method (photograph of the bank card leaving the last 4 digits visible as indicated) and 1 selfie photo with my identity document.

Did you accumulate your winnings with or without an active bonus?

Without Bonus this slot does not accept bonus money

¿Has realizado algún retiro exitoso anteriormente?

Si, 1 solo retiro de 300 euros, previamente adjunté 2 archivos de documentación: 1 del metodo de pago (fotografia de la tarjeta bancaria dejando visible los ultimos 4 digitos como me indicaban) y 1 foto selfie con mi documento de identidad

¿Acumulaste tus ganancias con o sin bono activo?

Sin Bono esa slot no acepta dinero de bono

Dear Pleft3, has your casino account been unblocked?

Have you received the outcome of the review?

My account is still blocked and I have not received any response from the casino.

Sigue bloqueada mi cuenta y no he recibido ninguna respuesta por parte del casino

Dear Pleft3, have you recently contacted the casino to check on the review's outcome?

Is the payment method you used for deposits registered in your name?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Have you contacted the casino recently to check the outcome of the review?

Yes, no response from the casino

Is the payment method you used for deposits registered in your name?

Yeah

Is there any chance that someone in your household or using the same IP address has also created an account at this casino?

No, only I have an account

Did you use a VPN?

No

¿te has puesto en contacto recientemente con el casino para comprobar el resultado de la revisión?

Si, sin respuesta por parte del casino

El método de pago que utilizó para los depósitos está registrado a su nombre?

Si

¿Existe alguna posibilidad de que alguien de su hogar o que utilice la misma dirección IP también haya creado una cuenta en este casino?

No, solo yo tengo cuenta

¿Utilizaste una VPN?

No

Thank you very much, Pleft3, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Pleft3 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Oneplay Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved 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 the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the La Dirección General de Ordenación del Juego (https://www.ordenacionjuego.es/es/reclamaciones) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of OnePlay Casino. We received the following message:

Buenas,

El usuario finalmente pudo realizar la retirada correspondiente.

Muchas gracias.

Dear Pleft3, can you confirm your withdrawal was successful? Thank you in advance for your confirmation!

Dear Pleft3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru