mr.play Casino - Player’s account has been blocked.

Hi I just want to say this casino is a bad place I won money I even played all the money I was supposed to so I can withdraw and I tried to they would not let me I contacted them and they asked for lots of information I gave them everything they needed then they blocked my account because I would not stop asking them to pay what they owe me I won fair and square and they will not pay me my. Winnings now they won’t even message me back I spent my money around my birthday it was only forty dollars I spent but still I should get that back or my five hundred I won there excuse for erasing my file was I gamble to much when it was my first time ever lol 😝 DO NOT PLAY AT MR PLAY CASINO THEY WILL NOT PAY YOU If YOU WIN

Dear Keimonty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did the casino give you a particular reason for closing your account? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

Hiiii no they never gave me a reason I actually got another message from them saying I could go in my account but I can’t they still have me blocked and I don’t know how to send u all the messages between us can u help me please and thanks 😊

Hello Keimonty,

I carefully went through everything you sent. Just to make sure - you chose the wire transfer for your withdrawal (providing all the necessery information about your bank account), is that correct?

Also, is your account still blocked, please?

Yes they said it’s the only way they can do it for Canadian ppl so yes I had no choice and I sent them all the info they asked for all plus what was weird right after I sent u all the information u asked for the emails and that between me and mrplay they sent me another message asking for my other card I used so I sent the information they said 48h so we will see what happens just so u know

so don’t know if it’s just another stall tactic oh yes and u asked if I’m still locked out yes I am I tried right before I messaged u back

Keimonty, are you willing to wait those 2 days more? I will keep this complaint opened and if your withdrawal isn't successful, your account accessible (or at least some clear explanation given to you), we will try to get in touch with the casino to find out what's going on.

Yes absolutely I’m reasonable I will give them a chance but if they don’t then do I just contact u right away when they do

Thank you very much for understanding and patience, please keep me updated and let me know if there is any change.

Absolutely thanks 😊 for helping so far bye

Hello Keimonty,

Is there anything new regarding your case? Please let me know so we can continue resolving your complaint accordingly.

Nope 👎 nothing they have not even got back like always I think 🤔 it’s a trick to get me to stop bothering them but i

not if anything I will go as far as getting a lawyer if I have to this is not right anyways yes I would like to move forward please 😊

Thank you very much Keimonty for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Keimonty,

I am very sorry to hear about your problem. 

In this case, we have no other option than contact the casino directly.

I would like to ask the casino about their standpoint regarding this situation.

Yesssss please do I don’t understand it’s not right

So what happens from here if y don’t mind me asking 😊

Please be aware we are working on resolving this matter. In this phase, we will wait for the casino to reply. 

Ok thanks 😊 so much for helping I appreciate it

it’s wrong what they are doing I seen a few complaints about this casino not till after it happened to me but yeah wish I would of knew before I would of never played there it’s not right I won fair and square u know anyways thanks again for the help 😊

We would like to ask the mr.play 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’.

Wow no surprise there they did not answer any of my messages as well thanks 😊 for trying my biggest thing I want ppl to know this casino is a rip off and a scam and I promise I will not let this go and I will not stop until they either pay me what they owe me or they are shut down cause it’s not fair for them to take ppls money they win and won’t pay what the owe I’m not the first person they have done this to I have seen lots of complaints and starting to see more so if I have to this will be a great law suit as well

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of mr.play Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi everyone,

Thank you for re-opening the case.

We are finishing the last check ups to understand the full picture.

We will update with more data asap.

Thanks

Thank you, mr.play Casino team, for the update.

I’m setting the timer for seven days. We’ll wait for further updates from your side.

Hello.

The player was informed accordingly and asked for a VOID cheque to proceed with the refund.

Thank you.

Thank you, mr.play Casino team, for the reply. Have there been any updates since?

Dear Keimonty,

Could you please update us on the status of your complaint? Feel free to reach me via e-mail if needed (andrej.p@casino.guru).

Hi,

We still waiting for the player's reply after we contacted as mentioned on my previous message.

Will update once we got the information needed.

Good day.

Thank you, mr.play Casino team, for the update.

Keimonty, could you please comment? If you’re experiencing issues responding to this thread, feel free to reach out to me via e-mail (andrej.p@casino.guru).

Dear Keimonty,

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.

Dear all,

Unfortunately, Keimonty has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.