MrPlay - Stalling of withdrawal and no communication as to why
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.
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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
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