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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 Mr Play Casino Review.

Player's Complaint


Initially I would like to inform that I filed a complaint against Mr. Play directly on the MGA website, which after some months asked me to forward it to you.

I made a complaint on your website, however, it was not received, which is why I will return to fill out the complaint form and forward it to you (I would like to inform you that as this is not possible to collect documents, I will send it by e mail) .

So, would like to file a complaint against Mr. Play bookmaker. About what happened.

Seduced by the welcome offer for new customers (100 percent first deposit bonus up to 100 EUROS . DOC. 01), on 06.06.2020 I opened an account at the bookmaker Mr. Play, receiving a confirmation email with the offer (DOC. 02), making a deposit of € 100.

When making the 100 EUROS deposit, my balance in the upper corner of the Mr. Play website page showed the value of 200 EUROS, which obviously was supposed to be 100 EUROS of the deposit AND 100 EUROS of the bonus. I then started to play.

It happens that 2 days later when consulting my bank statement I noticed something strange, two debts on the same date on 06.06.2020 in the amount of 102.50 EUROS each. I researched further and found that it was the company Mr. Play.

I then went to the website and found that the company made not one, but two debits of 100 EUROS in my bank account at exactly the same time (In fact, it was two of 102.50 EUROS because they charged the fee and without notifying me) ( DOC. 03).

It was not enough, I also identified that the 100 percent deposit bonus was not even granted (DOC. 4).

Given the situation, I tried to contact the company and the disrespect towards the client was progressing for the worse.

The chat was inoperative, where there were several attempts by me, without success, and then I started to send e mail. There were several emails, without the company returning (DOC. 5).

I tried to contact Mr. Play via Messenger (Facebook), and they informed me that they couldnt help me there. After reporting the facts and my insistence, they promised to forward the complaint to the responsible sector (DOC. 6).

After 10 days, exactly on June 18, 2020, Mr. Play finally answered me, however, but only about double debts, nothing said about the non concession of the bonus (DOC. 7).

A new e-mail was sent, and after 02 days, they revoltedly confessed that the bonus was not really granted to me, and did not present any justification for that (DOC. 8)

The facts and documents speak for themselves, and it only makes me believe that the welcome offer bonus was a lure to entice the customer to open an account at the bookmaker, make a first deposit, be debited two times in your bank account, in the end not even receiving the promised bonus.

Everything that has been informed here is duly confirmed with the documents that I am sending to you as an attachment.

Thank you for receiving and reviewing my complaint.

Kind regards,

Read the casino review

3 Responses

January 27, 2021

Hi fmcal - welcome to!

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.

Have you claimed welcome bonuses at any other operator licensed by Aspire Global?



February 7, 2021

Hi fmcal,

I'm following-up on the above?



February 14, 2021

Hi fmcal,

If we haven't heard from you by Friday the 26th of February I'll assume you no longer need our assistance and close this complaint.



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fmcal 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:

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

January 27, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.