The player from Spain reported that One Play Casino unjustifiably blocked his account after he requested a withdrawal and submitted the necessary documents, without providing a reasonable explanation. He viewed this as a violation of players' rights. The Complaints Team intervened, confirming that the player successfully completed a verification call with the casino, which led to his account being unblocked and his winnings being accessible for withdrawal. The complaint was marked as resolved upon the player's request.
Oneplay Casino - Player’s account is closed without justification.
Amount: €349
Oneplay Casino
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
Hello angeltito1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Oneplay Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please if possible, forward those screenshots to nikolas.b@casino.guru as they seem to be in unreadable format here.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Good morning Mella,
I just sent an email to attaching the evidence that I consider necessary so that you can get an idea of what happened.
My account was verified on September 28th at 0:43 . I was able to play without any problems.
The ones I uploaded that day, DNI + Debit Card with which I made the deposits in that casino and I also requested the withdrawal of balance from it.
They asked me for additional documentation. I sent them this documentation + a bank certificate showing the charge of one of my One Play Casino deposits on my account.
I was subsequently blocked temporarily and completely unilaterally without any explanation as to why this was done.
The last time I dealt with them I was sending my documentation again but in jpg format instead of pdf, except for the bank certificate which came in pdf with a digital signature from the director of my bank branch. To send it in jpg I took a screenshot.
Thank you for your attention and I look forward to hearing from you.
Angel
angeltito1
Automatic translation:
Public
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2 months ago
Translation
Hello once again,
Today is September 30th and I have sent this email to One Play Casino Customer Service. I leave the text.
" Request for explanation regarding the blocking of my user account
Dear GAMES ONLINE 7J,
As of September 30, I have still not received an explanation from you regarding the blocking of my user account at your online casino One Play Casino. As you well know, my account contains €349 obtained legally that is my property and which, to date, I have not been able to access.
I have submitted all the required documentation and, in order to make the verification process even easier for you, I have attached an additional document that proves both my identity and the origin of the funds I use to enjoy your services. Despite this, my account remains blocked, and I have not received any justification from you as to why, after verifying my account, you have decided to restrict my access.
I have never experienced a similar situation before, and it is difficult to understand that, in the 21st century, this type of incident occurs without a clear explanation and without respect for the rights of the user. I am attaching the documentation that confirms what has already been mentioned and I request, once again, that you offer me an immediate and justified response to this matter.
I await a prompt resolution.
Sincerely,
Angel"
Automatic translation:
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2 months ago
Translation
Good morning again,
Please do not process my complaint. I have received the following email from One Play Casino Customer Support.
"Dear Angel,
As we indicated in the previous email, the account was provisionally suspended by the risk department, pending verification and review of the account. This is a normal process with the player's first withdrawal and is covered by the right that Oneplaycasino.es has as an operator to carry out a complete verification of the identity of the account holder in order to detect and avoid possible cases of fraud, such as identity theft, etc. In other words, the protocol is followed for the safety of our players and Oneplaycasino, as an operator.
You can see this and the rest of the operator's rights and obligations at the following link: https://oneplaycasino.es/actuales-terminos-condiciones.
That being said, we inform you that in order to complete this procedure, we need to make a verification call to your game account tomorrow, Wednesday, October 2nd, so please indicate a preferred time and contact phone number and we will try to accommodate it.
Sincerely,
The customer service team"
I repeat, do not process my complaint and I take this opportunity to thank Casino Guru for having attended to me so well and apologize for the inconvenience caused Mella.
Angel
Automatic translation:
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2 months ago
Dear Angeltito1,
Could you please confirm whether you attended the verification call? Additionally, would you like to keep the complaint open, or would you prefer to close it now that it appears the casino has made progress?
Please let us know at your earliest convenience.
Best regards,
Nick
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2 months ago
Translation
Yes, I made the verification call.
They gave me access and I was able to withdraw my money from the balance without any problems.
Please CLOSE MY COMPLAINT (do not process it), BECAUSE THE PROBLEM HAS BEEN SOLVED.
Thank you very much and best regards,
Angel
Automatic translation:
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2 months ago
Dear angeltito1,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
