The player from Spain had won a prize on the slot Chiquito 2 Condemor but faced issues when attempting to withdraw funds. After submitting the required documentation and having the first withdrawal approved, the casino then blocked his account and stated that the risk assessment department would handle his case, which had been pending for over 3 weeks. The Complaints Team had contacted the casino multiple times for assistance but received no response. Consequently, the complaint was marked as 'unresolved', and the player was advised to reach out to the La Dirección General de Ordenación del Juego for further assistance.
OnePlay Casino - Player's account has been closed after a withdrawal request.
Black points: 1,109
Amount: €6,203
OnePlay Casino
Safety Index:Below averageSafety Index
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5.1
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Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 months ago
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4 months ago
Translation
I won a prize on the slot Chiquito 2 Condemor, and when I started to withdraw the money, they asked for documentation. I sent everything, and they approved my first withdrawal. After that, they blocked my account, and they told me that the risk assessment department would handle my case, but I'm still waiting. It's been more than 3 weeks.
Automatic translation:
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4 months ago
Dear Pleft3,
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?
Did you accumulate your winnings with or without an active bonus?
Could you please advise which documents you have already provided and when exactly did you send the last one?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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4 months ago
Translation
Have you made any successful withdrawals before?
Yes, 1 single withdrawal of 300 euros, I previously attached 2 documentation files: 1 of the payment method (photograph of the bank card leaving the last 4 digits visible as indicated) and 1 selfie photo with my identity document.
Did you accumulate your winnings with or without an active bonus?
Without Bonus this slot does not accept bonus money
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3 months ago
Dear Pleft3, has your casino account been unblocked?
Have you received the outcome of the review?
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3 months ago
Translation
My account is still blocked and I have not received any response from the casino.
Automatic translation:
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3 months ago
Dear Pleft3, have you recently contacted the casino to check on the review's outcome?
Is the payment method you used for deposits registered in your name?
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Did you use a VPN?
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3 months ago
Translation
Have you contacted the casino recently to check the outcome of the review?
Yes, no response from the casino
Is the payment method you used for deposits registered in your name?
Yeah
Is there any chance that someone in your household or using the same IP address has also created an account at this casino?
No, only I have an account
Did you use a VPN?
No
Automatic translation:
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3 months ago
Thank you very much, Pleft3, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello there,
Thank you Pleft3 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Oneplay Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.
Thank you!
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3 months ago
We would like to ask the 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’ which may negatively affect its rating.
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2 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the La Dirección General de Ordenación del Juego (https://www.ordenacionjuego.es/es/reclamaciones) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
