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Casiplay - delayed payment


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casiplay Casino Review.

Player's Complaint


I am hoping you can help me ,I am getting the runaround from Casiplay Casino. I deposited 25cdn using etransfer on Dec 5/20, .I won 530.00 played off the bonus wager amount and requested a withdrawal of 530.00 ,I was told i had to verify my acct and i would need to upload my documents so i uploaded my drivers lic as well as my bank info as i requested a wire transfer. On the 14Dec I received an email saying i was again I requested the withdrawal of 530.00 .I received an withdrawal approval on the 15Dec and was told it could take up to 5 business days to show up in my acct .On the 31Dec I trough live chat asked why I hadnt received my approved withdrawal was told they would get back to me. almost immediately received an email saying the withdrawal was lost and they were investigating it.they would keep me updated.On the 5th of jan/21 I received an email saying that the withdrawal was declined because i did not give them the right acct number ,that is not true i copied the form the bank gave me and sent it to them when asked to verify my info and was approved .So i re upload my bank info and was told all was good .I decided to play a few bucks and won so now i requested a 1200.00 withdrawal where i was approved then declined .approved and declined and now pending .they send me an email requesting a credit card that i did not use to deposit with on the day i deposited and won. I feel totally frustrated and hope you can help .i have screen shots and all emails to back up my complaint.


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4 Responses

User icon
January 30, 2021

Hi katmade - welcome back!

As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

We can certainly raise the payment delay issue with the operator on your behalf, but before we do so you will need to complete the verification process for any payment methods that have been used on your account. Can you please do that and let us know when this is finished?



User icon
February 14, 2021

Hi katmade,

Have you completed the verification process?



User icon
February 21, 2021

Hi katmade,

I'm following-up on the above?



User icon
February 28, 2021

Hi katmade,

If we haven't heard from you by Friday the 12th of March I'll assume you no longer need our assistance and close this complaint.



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katmade 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:

  • CasiPlay
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

January 30, 2021

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