Bet Luck - Malta Regulator Unresponsive - Plus Five Gaming
Ruling
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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Player's Complaint
Hello,
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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Hi technorachel - welcome back!
I'll be more than happy to see what I can do here. Before I do so it would be very helpful to me if you could forward any communication you've had with both the Plus 5 network and the MGA. I'd also like to look at the screenshots you sent and the one you received.
Once I have these things I'll try to contact whoever I can.
ThePOGG