mr.play Casino - Player cannot provide proof of income.

I am disabled, and recently received my settlement of £12,000 from the UK Government in the form Universal Credit (UC) from Department of Work and Pension (DWP) on 30th April 2021.

I currently live with my wife who has a high paying job and takes care of all the outgoing expenditure from her sole bank account. I have no employment or outgoings as I am disabled.

Despite providing the Responsible Gaming team evidence of source of wealth and all necessary ID numerous times and explaining my circumstances. They ignore it and keep asking for payslips and tax returns.

I cannot provide wage slips or tax return as I am not employed. I cannot provide outgoing expenditure as this all come out of my wife’s personal bank account.

I have provided clear evidence of my id as well as the source of wealth and the fact it is from a legitimate source, my payment is withheld because they want payslips, tax returns and outgoing expenditure.

My deposit limit is decreased to £10 month but they refuse to pay me.

I am feeling very harassed as they have refused to contact me to get the matter resolved.

Hello Enigma,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

My apologies for the delay in responding. The confusion arose when Jackie Jackpot emailed me asking for documentation, they said they were acting on behalf of Jackie Jackpot as well as Mr Play, Plaza and Karjala Kasino. I submitted the documents and filled out an online Affordability Questionnaires as requested. This whole process was repeated by Mr Play acting on behalf of Jackie Jackpot, Plaza and Karjala Kasino, and repeated again, by Plaza.

All four accounts remained frozen whilst it appeared I received communication from each casino claiming to be acting on behalf of the other. I understand they are all part of the same group and it would appear there was a duplication in requests. Whilst I had provided evidence of my disability to the first casino who claimed to have been acting on behalf of the rest, it certainly appeared insensitive to be requesting wage slips and Tax Returns from the other casinos. Further confusion was added when documents failed to upload and further requests were sent for Tax Returns and wage slips, without explaining why.

The matter has now been resolved and verification completed and funds have been paid out.

I thank you for your time and support.

kind regards,

Enigma

Awesome news, Enigma! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.