The player from Germany had managed to win 1850€ after meeting the wagering requirements of his welcome bonus. However, his account had been suddenly deactivated just as he was about to withdraw his winnings. The casino's live chat had reassured him that it was a management decision. After he submitted a complaint, we had asked the player for additional information and advised him to wait for at least 14 days for the withdrawal to be processed. The player had communicated with the casino's support and confirmed that a payout had been initiated. After some delay, the player confirmed that he had received his winnings. We then marked the complaint as 'resolved'.
FuturePlay Casino - Player’s account has been suddenly deactivated.
Amount: €1,850
FuturePlay Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello dear Casino Guru Team,
Yesterday, I made a deposit at the aforementioned casino. I was playing with a welcome bonus and managed to reach a total of 2000 $ (1850 €) by the end of the wagering requirements. In order to make a withdrawal, I entered my personal data but within seconds, my account was suddenly deactivated. I no longer have access to the account, cannot verify myself, let alone make a withdrawal. I would be more than appreciative if you could assist me as I am not sure what to do. I have not violated any rules and I would really like to receive my winnings. I hope we can jointly identify the problem and find a solution. When I contacted the live chat, I was simply reassured that the account's suspension was a decision of the management. This is of less concern to me, as my primary aim is to clarify the matter at hand and receive my rightfully earned winnings. Best regards and thanks in advance!
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1 month ago
Dear danieltraw,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you uploaded any of your identity documents for verification in your casino profile, or have you only filled out your general information? Additionally, could you please clarify whether the casino customer support has informed you whether your account is only temporarily suspended or permanently blocked?
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
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1 month ago
Translation
Hello Veronika,
Thank you for the fast feedback. I just entered my data and just wanted to upload my documents and was logged out while uploading and the information appears:
Your account has been deactivated
When I contacted customer support, I received the following message:
"The administration made a decision, in accordance with the terms and conditions of the casino, to temporarily close your account. You will be informed in detail on the matter via email shortly."
I didn't do anything wrong, I followed all the rules and wanted to verify myself in order to request a payout. Now, due to the deactivation, I have absolutely no access and of course I can't upload any documents or request a payout.
Only I have strong doubts that I will receive the money I won. Of course, I appeal to the common sense of the casino or the Dama NV Casino Group to find a solution that is as humane as possible.
Best regards
Daniel
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1 month ago
Translation
Hello,
I am in communication with casino support and a payout has been initiated. As soon as the money arrives, I will inform you immediately and the case can then be closed.
Greetings
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1 month ago
Thank you for the update. 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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If you do not receive your winnings in the next 14 days, please let me know and we will continue with the investigation.
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1 month ago
Translation
Good day,
OK. Unfortunately, I haven't received my winnings yet, or my account balance. I hope, of course, that they will be paid out without any problems. I have been verified and received confirmation that my winnings have been processed last week, but unfortunately the winnings are still a long way off. I would be happy and don't want to say anything bad about the Dama NV casinos because I really appreciate them. I really enjoy playing there and have never had any problems. As soon as I receive any money, I will let you know here. It would be nice if this happened soon.
Best regards and until then
Daniel
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1 month ago
Thank you for your response. Can you please advise if you already received your winnings?
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1 month ago
Dear danieltraw,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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