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MrPlay - Stalling of withdrawal and no communication as to why

Ruling

Resolved - MrPlay Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our MrPlay Casino Review.

Player's Complaint

12 may 2020 I requested cash out from my account of nzd5000. I sent all requested documentation several times in good order and as stated in emails from mr.play customer care team. All documents were accepted. Following up when I didnt recieve emails saying my withdraw was accepted the status was changed to "sending to processor". I checked again 2 days later and the status had been changed to declined.

Many times I have contacted customer care and they have assured me that my case has been escalated but they cant help me. This has been going on for nearly a month now. They have transfered funds back to my mr.Play account with no explanation as to why it is there. They keep saying please have understanding and patients, but wont give me understanding why this is happening. In their policy it states 6-8 working days and it has been 20 days. Emails I have sent are no replied to and contacting customer care is now taking much longer to communicate with anyone. Please help. I have copies of chat conversations and status of my withdrawal requests as explained above

Read the casino review

4 Responses

ThePOGG
June 4, 2020

Hi nere42 - welcome to ThePOGG.com!

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 – 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.

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

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
June 29, 2020

Hi nere42,

I've spoken to MrPlay regarding your issue. My understanding is that this issue has been resolved and your withdrawal has been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG
July 7, 2020

Hi nere42,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
July 14, 2020

Hi nere42,

If we haven't heard from you by Friday the 24th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

nere42 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

June 4, 2020

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.