The player from Spain encountered issues withdrawing his balance of €173 after making deposits through Bizum, as the casino required withdrawals to be made via bank transfer. He had not received responses from customer service despite sending multiple emails and had been waiting for days for a bank transfer deposit to be credited to enable the withdrawal. The Complaints Team informed him that due to his lack of response to inquiries and reminders, further investigation could not proceed, leading to the closure of the complaint. The player was advised that he could reopen the complaint in the future if he wished to continue communication regarding the issue.
OnePlay Casino - Player is facing withdrawal issues with the casino.
Closed
Our verdict
Player stopped responding
Amount: €173
OnePlay Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
6 months ago
Translation
Good afternoon. I'm having problems with this online casino. 2 weeks ago, I discovered this casino through your account. Well, I created an account without any problems, verified my account, and made two deposits of €50 using the "Bizum" deposit method. I played, finished my gaming sessions, and prepared to withdraw the balance I had at that time, about €173. I checked the account number to make withdrawals by bank transfer. But I got an error. It won't let me make withdrawals by bank transfer without having made deposits by bank transfer. Which I don't understand. So, what method do I have to enable for withdrawals if I make deposits via Bizum? Well, customer service hasn't responded to any of the three emails I've sent them. I prepared to make a deposit by bank transfer of €10 so that the withdrawal of the same type would be enabled. But I've been waiting for four days for the transfer to go through, and nothing has happened. What can I do if they don't pick up the phone, reply to my emails, or approve the withdrawal methods?
Automatic translation:
Public
Public
6 months ago
Dear Atreyu_chm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Natalia
Public
Public
6 months ago
Dear Atreyu_chm,
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.
Public
Public
6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
