MrPlay Support

[bradsmith500]

Hello,

I apologise if I post on the wrong forum but was seeking some help and advice?

I opened an account with Mrplay on the 23/02/2024 and they age checked with me. I provided documents. I deposited money into this account and won more then the deposit. I then withdrew that money.

Today they have contacted me saying my account has been closed, deposits have been confiscated and the pending withdrawal has been voided. Due to failing an internal security check, they continued to let me deposit up until that and won’t return those. Even though the withdrawal is more then the deposits?

I have tried to respond to them, to get them to refund at least the original deposits but seem to be getting no where?. Is this legal?

Kind regards,
Brad

 

[justdoit]

@maxd can help you if you open a ticket

 

[L&L-Jan]

Wait, they allowed you to deposit/play after electronical ID check? You won, withdrawal and they take it all? They don't return your deposits? That's not done!

 

[justdoit]

Wait, they allowed you to deposit/play after electronical ID check? You won, withdrawal and they take it all? They don't return your deposits? That's not done!

he should played at @AllBritish he will get all the money ?

 

[maxd]

@bradsmith500 , If you'd like us to look into this for you you're welcome to use our complimentary Player Arbitration (PAB) service, as @justdoit mentioned above. Here's a guide to getting started with that: How to submit a Player Arbitration (PAB) Ticket - Casinomeister Forum

If you do proceed please ensure that you have read and will comply with the Player Arbitration Policies and Procedures . Failure to comply with the rules could slow, damage or even cancel your PAB.

Regards,
Max Drayman
Head of Dispute Arbitration & Player Complaints (PABs)
Casinomeister.com

 

[bradsmith500]

Hello all,

Thanks for your responses, they’ve closed my account and said I cant open an account with MrPlay but can with sister companies like heyspin etc which is crazy.

 

[bradsmith500]

Wait, they allowed you to deposit/play after electronical ID check? You won, withdrawal and they take it all? They don't return your deposits? That's not done!

Yep, I have screenshots of an age credit check being done. After I click withdrew they asked for extra evidence which I provided and now they said I’ve lost both my deposits and withdrawals.

 

[maxd]

@bradsmith500 , now that you have submitted a PAB I STRONGLY encourage you to read the Player Arbitration Policies and Procedures . Posting here while you have a PAB in progress can slow, damage or even cancel your PAB. It's your choice but you've said in your PAB submission that you've read the Rules so any further violations will be dealt with accordingly.

- Max

 

[bradsmith500]

@bradsmith500 , now that you have submitted a PAB I STRONGLY encourage you to read the Player Arbitration Policies and Procedures . Posting here while you have a PAB in progress can slow, damage or even cancel your PAB. It's your choice but you've said in your PAB submission that you've read the Rules so any further violations will be dealt with accordingly.

- Max

Hello,
Could you delete the previous messages it won’t let me. Sorry

 

[maxd]

No can do. Please see our Deletions Policy for details.

That said, stop posting about your case now and all will be well.

- Max

 

[maxd]

Just wrapping this one up:

The casino's response was "Unfortunately, we are not able to discuss anything regarding player's account with 3rd party." We asked if the player could give them direct authorisation to proceed and they just repeated the "unable to discuss" nonsense.

That's a corporate decision they're making there, nothing to do with regulations or licensing requirements. They just don't want to do it. Either way though it amounts to "talk to the hand" and the discussion is over. Case closed.

- Max

 

[unhappycustomer]

Hi Maxd,

Case closed is something that is seen negatively towards the casino? If not then it doesn’t make sense when the player has provided authorisation to speak on their behalf.

in these circumstances, it should be made clear that case is unresolved and casino unwilling to cooperate. Putting it as case closed suggests it was solved when in reality the player is still trying to resolve the issue.