mr.play Casino - Player’s withdrawn funds are missing.

I requested a withdrawal over 45 days ago for the amount of 285389 CLP, but I never received the money. I submitted multiple complaints on the website, and 20 days later, I received an email stating that my funds would be refunded to my Skrill account.

It's now been 45 days, and the money still hasn't arrived. When I complain via the chat, they insist that my withdrawal has been paid, but they never send me the receipt when I ask for it. Furthermore, I have never received anything, and now they say they won't provide further assistance because my account balance is zero and my user account has been suspended.

In the end, they stole my money; I never received any payment.

I need assistance from the casino, please.

Dear ninoskagonzalez900,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, yes, I received previous withdrawals of less money.

I am 100% verified

and do not play any type of bonus at the casino.

thank you so much

Thank you very much for your reply, ninoskagonzalez900. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Which payment method have you opted for? Was it the same one you used in the past?

Approximately 3 months ago, and since that time I have been demanding the other money and it did not arrive, and they say that they did send it, but they refuse to send proof of payment. They say they sent it to my skrill account and I never received that money

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They blocked my access to my gaming account, I can no longer access it, I appear suspended and they insist through chat that the money was paid to my skrill account, but they refuse to send me proof of shipping, and to my account skrill didn't get any money

From what I see, they invent that they withdrew because many times I have insisted that they send me the receipt or transaction number and they refuse to send it. They just say the money was sent.

Prior to this, another person in the chat had admitted to me that the money was not sent.

These people are stealing from me, and they blocked me from all types of access to my user account

Which games did you focus on - slots, live casino, sports betting, etc.? Have you received any explanation from the casino regarding the blocked account?

Furthermore, I still haven't received the communication between you and the casino. Could you please forward it to me?

Dear ninoskagonzalez900,

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.

Unfortunately, the player 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.