The player from Germany had won $11,700 but faced account locking due to an unchangeable incorrect birth date while attempting to verify for a withdrawal. She had uploaded all the required documents but needed assistance to unlock her account. The issue was resolved after the player contacted the casino again and successfully received her winnings. The complaint was marked as 'resolved' in the system.
FuturePlay Casino - Player's account is closed due to verification issues.
Amount: Ł192
FuturePlay Casino
Safety Index:Above averageSafety Index
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7.9
FuturePlay Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello,
I played on the site and won $11,700. For the deposit, I used a welcome bonus with 220%.
When it came to the withdrawal, I had to verify my account. I uploaded all the required documents. Unfortunately, I couldn't change my birth date as it was already filled in. Because of this, they have now locked my account. Please help.
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4 months ago
Hello Hido,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FuturePlay Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Did you enter the wrong birth date during the verification or what do you mean by changing it?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Hello Nick,
The verification problem has been going on since August 8th, 2024. I can't tell you which documents have already been approved because I no longer have access to my account. The last time I spoke to the casino was today. I couldn't enter anything in the field with my date of birth because it already had an unknown date in it. I didn't violate any bonus conditions! Support just forwarded it and promised to get back to me, but I haven't received a response yet. And today my account was blocked.
Greetings Hido
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4 months ago
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Hello, I contacted the casino again and have now received the money! Thank you very much for your effort
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4 months ago
Dear Hido,
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,
Casino.Guru
