The player from the Netherlands had been unable to access his account at ParadisePlay Casino. After having won and deposited significant amounts, his withdrawal request had remained pending. The player had also reported not receiving password reset links and had been suspicious due to the sudden inability to log in after several successful transactions. The player later informed us that he had received his winnings and had requested the case to be closed. However, he expressed dissatisfaction with the casino's service and declared he wouldn't play there anymore. We had advised him that casinos have the right to choose their customers and can close accounts as long as all rightful winnings are paid. We had suggested he consider playing on a different platform.
Paradise Play Casino - Player is unable to access his account.
Amount: €5,000
Paradise Play Casino
Safety Index:LowCase closed
RESOLVED
Case summary
I am experiencing issues with ParadiseParty Casino. I opened my account 3 to 4 days ago, played some games, and won a nice amount of €4000. The money was promptly credited to my account. The next day, I made four deposits: two of €200 and two of €500. I got lucky again and increased my balance to €5000, so I made another withdrawal request.
However, the following day, when I tried to log in, I couldn't. I emailed support about 50 times, explaining that I couldn't log in, and they replied saying I might be entering my credentials incorrectly, even though my details are saved automatically. I found this strange. Later, I received an email stating there was an issue with my bank deposits, even though the money had been successfully debited from my bank account and deposited on the site.
When I asked about my withdrawal, they said it was still pending. I requested a password reset link to regain access to my account, but I received nothing in my inbox or spam folder. Their customer service is extremely poor. I'm now worried about my €5000 and find it very suspicious that I can't log in out of the blue, especially after being so happy with their quick payouts initially.
Can you help address this issue?
Dear Bakar1,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what issues with your bank deposits occurred according to customer support? Please forward me the email you received from this casino regarding this problem. My email address is veronika.l@casino.guru.
What error do you see when you try logging into your casino account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Please cose the case, i have received my winnings! But whith saying this, do not trust the website. They suddenly kicked me out and i couldnt log in anymore. They couldnt find any reason and they paid out my winnings. I will surely not play here anymore. Anyway thanks
Dear Bakar1,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Regarding the closure of your account, please note that the casino is allowed to choose the customers they provide services to. The casino may close a player's account without giving any reason, as long as all rightful winnings are paid out to the player. I understand that you are unhappy with their decision, but you can choose a different platform to play on. I suggest you check the list of our recommended casinos here: https://casino.guru/top-online-casinos
Best regards,
Veronika
Casino.Guru
