PlayWorld Casino JP - Player’s funds are confiscated due to casino closure.

Hello.

It has been two weeks since this casino has been closed for maintenance.

I still have $3126 deposited with this casino.

The support desk also remains closed. Maybe the casino closed down unfairly. Is there a way for me to withdraw money from this casino?

Hello mpsoyam,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayWorld Casino JP. 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 contact them through e-mail support and if yes, when excatly?
• Did they notice you about their maintenance or when it should be over?

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and if yes, since when exactly?

yes. It has been certified. I don't remember when it was approved. I have been playing and making deposits and withdrawals at this casino frequently for at least three months.

Did you contact them through e-mail support and if yes, when excatly?

no. I can't access the site, so I don't know the email address for email support. Chat support is always unavailable.

Did they notice you about their maintenance or when it should be over?

no.

Thank you mpsoyam for all the information provided. It seems the website is still not working but we can try to contact them. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mpsoyam,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I will certainly endeavor to reach out to the casino, I must inform you that, based on our past experience with PlayWorld Casino JP and their lack of cooperation, the resolution of your complaint remains uncertain. Although it is nothing unusual that casinos do temporarily close for maintenance this should not affect the withdrawal of the players if these were submitted before the maintenance. I will contact the casino to see if I can help.

We would like to invite PlayWorld Casino JP to join the conversation.

Dear PlayWorld Casino JP,  

I would be grateful if you could provide some insight into the reasons for the delay in processing the player's withdrawal. We recognize that maintenance may cause some delays; however, it is important that withdrawal requests are handled in accordance with the standard procedures, and it appears that this has not been the case. Furthermore, could you please let us know when the funds are anticipated to be credited to the player's account?

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.

Dear mpsoyam,

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. In situations like this, we often recommend reaching out to the casino licensing authority. Although PlayWorld Casino once had a valid license, the current unavailability of the casino and the lack of response from their team make it difficult for us to confirm whether that information is still accurate. Anyway, you can still try to submit a complaint to the  Anjouan Gaming Authority (File a complaint - Anjouan Gaming). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru