Resolved - The Plus5 casino network is in the process of shutting down and it took the involvement of the MGA to get them to pay this players remaining balance.
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I played at Bet Luck Casino way back in April 2014. My username at the casino was [EDIT] and my email was [EDIT]. I managed to get my balance up to £6,500 so I decided to withdraw my winnings. I could only withdraw £1,000 a week which was a disappointment, but I requested this and this is where the problems started.
After lots of excuses, I finally received the first £1,000 in July 2014 3 months later. I then received £2-3,000 sporadically over then next 2 months. By this time I had contacted the regulator in Malta as the delays were ridiculous. The regulator replied and said they would look into my issue.
I received an email from Plus Five Gaming, saying Bet Luck was in financial difficulty, and Plus Five would pay out the rest of my winnings. Sounded good. I then received my remaining winnings over the next couple of weeks, except one missing payment of £1,000.
I contacted Plus Five Gaming who stated that they had sent all payments and sent me a screenshot to show this. The screen showed a list of "manual" payments. I replied with an export from my online banking showing all of the payments received from Plus Five Gaming. The export from my online banking showed there was still £1,000 outstanding.
I contacted Bet Luck, Plus Five Gaming and the Malta Regulator over 20 times to chase this last payment but I have not received a response from either the casino or the regulator.
Do you think you could try to contact either the casino or the regulator and try to resolve this missing £1,000?
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Bet Luck - Malta Regulator Unresponsive - Plus Five Gaming
Posted by technorachel
February 4, 2015
technorachel consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
February 4, 2015