The player from the Netherlands had deposited 500 euros into an online casino and played using a welcome bonus. However, he later discovered that the casino was not licensed in his country and requested a refund. His account was not verified. The Complaints Team had informed him that as he had already played with the balance, he was not eligible for a refund. Despite extending the time for the player to respond, there was no further communication, leading to the rejection of the complaint.
Paradise Play Casino - Player seeks deposit refund from unlicensed casino.
Amount: €500
Paradise Play Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.0
Paradise Play Casino has a Safety Index of 3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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11 months ago
I deposited 500 euro just to find out that they dont have a licence in The Netherlands.
I want my deposits back.
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11 months ago
Hello Dinnrg1,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Paradise Play Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you claim any bonus? Did you play with your deposit or it is just standing there? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
No my account is not verified.
I claimed the welcome bonus and played with the money.
I spoke today and would get a email back but i am still waiting for a email.
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10 months ago
Hello Dinnrg1,
As you have played with the balance, you are not eligible for any refund. If you would have contact the casino right away it would be a different case but you can't just lose the balance and request a refund.
Is there anything else we could assist you with? If not, we will be closing the complaint.
