mr.play Casino - Player’s struggling to complete KYC verification.

I won money on MR PLAY

i was told by live chat that i didnt need any documents to with draw.

I tried to with draw - then was told i need docs.

No problem.

I submitted the documents required.

I sent copies of both my debit cards used on the account as i had one stolen/lost.

I was informed id missed a tiny edge off the stolen card and to take anothe rpicture.II MUST OF SAID 10 TIMES I DONT HAVE THE CARD. They then asked me to get confirmation the card is lost !!

err

they said my bank will do this.

Well my bank is santander and they most certainly dont do this.

I ve been in twice and phoned.

As a result MR PLAY still have my money.

All they say is our accounts are looking at it.

Thius is a gaming company whose accounts dont work weekends ! the busiest time ?

You cannot speak to anyone in authority and all bar one of their representitves are shocking and to be honest not bright.

I will pursue this in my opinion - you make your own mind up - for the monies owed.

PLEASE LEARN FROM MY MISTAKE DO NOT GO NEAR THEM

Dear Paul,

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. Could you please advise when your card has been stolen and how did you report it? Is there any record that you have requested a new card because your old one has been stolen? If there’s any relevant communication between you, the bank and the casino, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply. I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

It was lost/ stolen maybe 3 weeks ago.

There is no correspondence - i called all card companies and they sent new ones

in my life ive never heard of someone saying prove your card is lost !!

anyway as odd as it was i asked the bank twice in branch twice by phone

they said they dont give letters to confirm a card is lost . i get that but also i have to say it wouldnt of exactly been a big hardship to write it down on a piece of paper/on compliment slip.

so much so ive complained.

The company MR PLAY told me i didnt need any documents in the first place !

Thank you very much Paul for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

the latest update

i receive an email yesterday saying they are paying out all of a sudden

then my bank fraud department gets in touch and tells me they are trying to withdraw £3940 not credit !!

morning

no new documents have been sent to the company but they have now paid me out !

thanks

i think

Dear Paul,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli