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MrPlay - bonus problem

Ruling

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 MrPlay Casino Review.

Player's Complaint

Hi everyone!

[EDIT]

I am also a victim of MrPlay Casino.

I hope if we stay together we can fight this evil.

First of all, you have to know that they are licensed by the UK Gambling Commission, I contacted them and also the Game Care Organisation UK...

They ( mr.play) [REFUSED TO PAY] 10900 euro from me. From this amount 5700 eur was my deposit, and 5200 eur was my winning. They didn't want to pay me out because of their "bonus policy "and they just took away my deposit as well.... after waiting for a very long time and I had to work really hard to get my own money (my deposit ) back, but what I won they didn't gave me!

They are responding very hardly, slowly to emails.

They charge you a deposit 2,7% (!!!) fee .

We need to stop them taking people's money away!

THEY ARE USING EVERYTHING THEY CAN TO MAKE SURE YOU ARE NOT RECEIVING YOUR DESERVED WINNINGS. all the best,

Read the casino review

7 Responses

User icon
thepogg
April 14, 2022

Hi maximus01 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire 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 – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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.

Firstly, you are not a UK citizen so the UKGC license does not apply to you, not would the UKGC take any involvement in any claim you have. The MGA license would be the one that is applicable to you.

Secondly, GamCare is a responsible gambling organisation, for those people who struggle to control their gambling. They do not assist players with complaints/disputes against operators.

Finally, please quote the specific bonus term that the operator feels you have violated.

Thanks,

ThePOGG

User icon
maximus01
April 14, 2022

Thank you for your letter.

After long emails, many discussions with MrPlay [EDIT], finally they gave me my own money (my deposit) back which is exactly (1995+3699=5694 €) on my bank account.

My Opinion that it was illegal for MRPLAY to take away these amounts as “Dormant expiration” (- 8912€ ) which included my own deposited money (-3700€) and my winning -5212€.

They violated many rules of playing when they made my 3700€ disappear from my gaming account.

This violation is also proven, because they gave me my own money ( 3700 EURO )back AS BONUS MONEY - Bonus 1000, Bonus 2000, Bonus 700 (after waiting for a week).

This is not correct, as this amount was what I deposited on their site. This also supports the violation that they committed.

I played on the roulette with their added bonus money (200€) that they gave me after my first (1996 €) deposit, so with this amount (2196) I only won 600 € with the bonus money so this is the only amount that they could eventually take away, because I stopped playing on the same day.

After five days (!!!) I deposited again - 3700euro

I am sure you’re able to check in their system and see that my 200 € that they gave me on my €3700 deposit expired so there is no way I played against their rules in this case.

This means it is only fair that they give me my winning that I won legally after playing with my €3700 deposit.

If they would be a top online casino as they are stating they are they would give me my winning which is exactly €4604. So my second deposit was 3700 euro and with this deposit I won 4604 euro.

Again, this amount I won after depositing €3700 and no bonus money was involved.

This is an email from them what I got from them when they declined my cash out.

" mrplay.com

Dear [EDIT],

We are contacting you in regards to your pending cashout in your mrplay.com account.

We would like to inform you that your current pending cashout has been declined.

As stated in our bonus policy: Bets placed on certain games will not count towards your wagering requirements. If the play bonus is wagered on any games that do not contribute to wagering, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

Based on our terms, please note that the non-valid winnings has been voided and the original deposit have been placed back in your account.

Sincerely yours

Payouts team "

I have several screenshots of the communication between me and Mr Plays Managers and live chat. Unfortunately, here I am unable to attach it.

Please help me to solve this case.

Regards,

User icon
thepogg
April 17, 2022

Hi maximum01,

Please confirm this is correct - You made a deposit, received a bonus and then played an excluded game, Roulette.

If the above is correct, what happened next? Did you lose all of this balance? Did you place a withdrawal? Did you deposit more money in on top of these funds?

Thanks,

ThePOGG

User icon
maximus01
April 22, 2022

Thank you for your letter.

After long emails, many discussions with MrPlay [EDIT], finally they gave me my own money (my deposit) back which is exactly (1995+3699=5694 €) on my bank account.

My Opinion that it was illegal for MRPLAY to take away these amounts as “Dormant expiration” (- 8912€ ) which included my own deposited money (-3700€) and my winning -5212€.

They violated many rules of playing when they made my 3700€ disappear from my gaming account.

This violation is also proven, because they gave me my own money ( 3700 EURO )back AS BONUS MONEY - Bonus 1000, Bonus 2000, Bonus 700 (after waiting for a week).

This is not correct, as this amount was what I deposited on their site. This also supports the violation that they committed.

I played on the roulette with their added bonus money (200€) that they gave me after my first (1996 €) deposit, so with this amount (2196) I only won 600 € with the bonus money so this is the only amount that they could eventually take away, because I stopped playing on the same day.

After five days (!!!) I deposited again - 3700euro

I am sure you’re able to check in their system and see that my 200 € that they gave me on my €3700 deposit expired so there is no way I played against their rules in this case.

This means it is only fair that they give me my winning that I won legally after playing with my €3700 deposit.

If they would be a top online casino as they are stating they are they would give me my winning which is exactly €4604. So my second deposit was 3700 euro and with this deposit I won 4604 euro.

Again, this amount I won after depositing €3700 and no bonus money was involved.

This is an email from them what I got from them when they declined my cash out.

" mrplay.com

Dear [EDIT],

We are contacting you in regards to your pending cashout in your mrplay.com account.

We would like to inform you that your current pending cashout has been declined.

As stated in our bonus policy: Bets placed on certain games will not count towards your wagering requirements. If the play bonus is wagered on any games that do not contribute to wagering, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

Based on our terms, please note that the non-valid winnings has been voided and the original deposit have been placed back in your account.

Sincerely yours

Payouts team "

I have several screenshots of the communication between me and Mr Plays Managers and live chat. Unfortunately, here I am unable to attach it.

Please help me to solve this case.

Regards,

User icon
thepogg
April 22, 2022

Hi maximus01,

Copying and pasting your previous response does not move this matter forward.

Please confirm this is correct - You made a deposit, received a bonus and then played an excluded game, Roulette.

If the above is correct, what happened next? Did you lose all of this balance? Did you place a withdrawal? Did you deposit more money in on top of these funds?

Thanks,

ThePOGG

User icon
thepogg
April 30, 2022

Hi maximus01,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
May 7, 2022

Hi maximus01,

If we haven't heard from you by Friday the 20th of May I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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maximus01 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:

April 14, 2022

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