Casino Plex— player complaints: 11 in English

Hi I signed up at www.casinoplex.co.uk around a month ago and on the 1st of June I made a withdrawal for £100. It took around 8 days to process and according to an email I received on Friday morning last week, they made a payment to my Skrill account. I would have expected to receive the money fairly soon after but have checked my account I have not received the funds. Having spoken with Skrill and provided them with the transaction code they could find no record in their system of any payments made to me. I have repeatedly emailed their support, but have not had a single response. The numbers on their website ring dead and live chat is constantly offline. To seems impossible to reach anyone at this casino to discuss this further. They seemed ok, and I could see they hold a licence with UKGC but I am starting to get worried about how quiet they've gone and why my winnings have not yet appeared. It has now been almost 2 weeks so any help or advice in how I can deal with this would be appreciated. Best Wishes [EDIT]

I was sent an email at the end of March advising that my account had been reopened after self exclusion. I went on to play at the site over a number of days. I subsequently found out that they should have given me a 24 hour cooling off period and that any request to reopen had to come from me and I should have also spoken to somebody in line with UK GC license terms. I requested a full refund of all deposits made due to them not following the correct procedures and being in breach of license conditions. Had the following procedure been followed then I would not have gambled. They refuse on the basis that I excluded for a year and chose Automatic Self Exclusion End type, meaning that after 1 year the account was reactivated. I don't believe they are allowed to do this under their licence conditions and would like deposits returned.

I made deposits with a total of £500 and always played the Jackpot games and notices they was not working so after a month of putting up with it I went on to chat and asked why the jackpot games was not working for a month now and was told they was some technical issues. So I nicely asked why they did not send a courtesy email to there customers and was not answered. Was told to email in to an account manager and was refused a manager on chat, so I emailed in and got a very rude reply saying I was told on chat there was issues and did not ask answer my question which was why did you not warn your customers before they deposited there was a problem. 10 emails down the line still not found out why and with a result of my account being closed down and I have copy of chats not answering the questions they was rude unhelpful and insulting. In one reply they said I was just mad I did not win so having ago at the casino, I am member of many casino's and lost thousands this is not true what they said.

Hi, I have been waiting for a withdrawal of 900UD to be made since I started the withdrawal process on the 19th of August. I had to go through the verification process which was fine, but then I kept being told that my withdrawal would be processed soon. Finally they said they were experiencing a technical issue with payouts, which was also fine. I asked when this may be resolved, they said 'soon'. I have correspond with them via email 10 times now with no answers. I really need my cash and since they say it will be paid out within 72 hours, that has well been exceeded now. Any help on this matter would be appreciated. My username is [EDIT] my email [EDIT]

Hello!I won 400 euro at Casino Plex. Casino Plex told that they have a technical problems, and time of payments through Skrill will increase significantly. I would not have paid attention to it, if not for one feature. I found on the Internet a lot of complaints casino players when they are not paid the winnings within a few weeks, citing technical problems. Then Plex resume payments, then again do not pay, claiming that they have the problem again. I think it's just come-off to delay payments as a look unconvincing technical problems, repeated almost every month. I ask you to find out the real situation with this casino.

I made a withdrawal on the 23rd of may for £540, this is not my first withdrawal I have played many times and withdrawn without a issue, that is till around 4 months ago where my withdrawals were taking longer and longer to hit my account. I have sent 2 emails and submitted a complaint to which i received this response. Dear [EDIT], Thank you for contacting us. Your withdrawal request has been accepted, but at the moment we still have some issues between our gateway and the transactions. Our technical team is working on it to solved it as quickly as possible. As soon the issues are solved your withdrawal will be processed and you will receive an email with the confirmation. We are really sorry for all inconveniences! Not heard anything in 3 weeks since the above.

Hello! I requested my withdrawal 1 week ago. My account has been verified. Casino Plex doesn't pay me to Skrill. They replied me that they have technical problems with payments gateway. I don't believe that it is true. They say they don't know when the problem will be solved and when they will be able to pay. That is, they can't give even approximate time/ In theory, I can wait for months. Please take action.

Hello! I requested my withdrawal on Monday, 16 May. My documents have been verified on Friday, 20 May. I still have been waiting my withdrawal. They replied that they have problem:"we are currently experiencing some difficulties with Skrill payment gateway. Hence, the processing time for withdrawals made through Skrill has greatly increased. We will forward again your email to the appropriate department, and they will do everything possible in order to get your payout processed as soon as possible." But I have found many similar complaints which were written in 2013, 2014. For me, it looks like specially delays. Please help me. Amount of my winning is 770 euro.

Dear Gaming Community, We are advertising group VivaBonus working with more than 80 casino brands and we would like to bring to your attention an unethical business behavior of E-Play 24 that is responsible for promoting CasinoPlex casino brand. During the month of March we managed to earn more than a significant commission by advertising Casinoplex on our website. When the usual payment date occurred (between the 1st and 15th date of month), no commission payment has been made and neither any communication has been sent in order to inform us of the possible delay in payment. After 4 reminders and warning of writing a complaint, the affiliate team responded by indicating that the disruption in commission payment was due to the internal affiliate manager’s position change and that the commission payment would be executed during the following business week at the latest. Unfortunately, no commission payment has been made during the aforementioned period and again, no response has been given to our numerous reminders. The situation described above obliges us to publish the case and to doubt the fairness of E – Play 24 Affiliate, which was previously a trusted partner of ours. We do not recommend working with this affiliate team if you are willing to receive informative support and reward for bringing players. This case has drastically influenced our working capital as we have hoped to be rewarded for generating profit for them.

Hi, I'd made an account on Casino Plex and had made deposits on a regular basis and had used some of their promotions which were pretty good and of a large quantity. After losing numerous of this deposits I finally had a cash-out last month of €3331. I followed the normal procedure sending in my documentation and was awaiting to receive the funds. I always take my time reading the terms and conditions when using a bonus and had not violated them in any way. After waiting for about a week I was shocked after I received an e-mail saying that I did indeed broke the bonus terms and my winnings were going to be confiscated. I'll send you a copy of the term which they claim I broke: "4.3. We will have the right to withhold or otherwise decline or reverse any pay-out or Winning amount or amend any policy in the event that we suspect you are abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing game or a new game. It is clarified that we may determine that such an abuse has taken place also if your activity in our Online Casino, by itself, is not abusive, but your activities in other online casinos in addition to our online Casino, taken as a whole, constitute such abuse of our bonuses, promotions, policies or rules." This is such a general statement that it is impossible to follow this terms as it could be applied with any kind of play. It gives them the unjustified license to confiscate any win and/or withdraw ever made on this casino using a bonus. I feel that this is completely unfair as there is no specific implication of why I have broken this term. After asking them to clarify what exactly I had done wrong I got this reply: "In our investigation of your game play on Rome and Glory and Chinese Kitchen we found that you have placed high bets close to wagering requirements while playing on auto play continuously. We believe that you have on purpose tried to keep your play just play just below the wagering in order to avoid our bonus fraud systems, however, our systems are built to catch these kind of attempts." The terms do not make it clear that you can not play the way I did. If a casino limits a certain percentage of the bonus to be bet in one round and you never exceed it what exactly have you broken then? I have never exceeded the maximum bet in their terms. Also the fact that they say I've continuously used autoplay is an invalid argument. When trying to reach the wagering requirement you can't expect a player to sit and keep on pressing the spin button 100's of times. There is no rule in the terms that says autoplay for a long time is not allowed and why else would the feature be implemented. The fact that I've constantly placed high risk bets should be an extra reason why I should be cleared by them of this accusation. The chance of me not winning a nice amount and losing a big part of my winnings is many times higher then clearing the wagering requirement with a nice balance. The fact that I have only deposited €134 for this win and reached a high balance is not in my control. Casinos know what kind of machines they offer and what the outcome of people playing on them can be. I really hope that you can help me with this query. Thanks in advance My casino username is : [EDIT] The registered email address for my account is: [EDIT]

Hey Hey. I got playing with Casino Plex a year ago, played there sometimes not very often. On 12/4 I won a big amount of €7076. I made a withdraw, I got an email congratulations on your winnings we you are getting payed asap. On 3/6 I got an email that they needed notarized ID to send over to the Philippines. I thought it was kind of strange, ok it is no problem for me. On 12/6 they received it and approved all my documents. I withdrew all my money. Got a message on 2/7/13 that my pending withdraw was processed it was only 1000 euro instead of the 7000 that was owed me. I asked the chat what was going on, they had to ask the finance department. Then i got this email "New players will be allowed to withdraw not more than €5,000 per month. "New players" are defined as players whose first deposit was made in the past 6 months." I am player since 2/8/12 last year that is also fine. If they would pay me 5000 and not 1000 to start with. 1 week later I got another 2 deposit 1000 euro and 76 euro with an email from the finance department "Payments team would like to inform you that your withdrawal was partially declined to the amount of EUR4,923.60 because otherwise you will exceed the withdrawal limits of EUR 7,000.00 per 30 days period." I don't understand why declined almost the whole amount, Now I am still in the chat and don't getting a respond anymore The only email I got is; "We have escalated your question to finance team. You will get notified as soon as there will be any updates available." Hope you can help me out and what is going out they are not telling me when I am going to get paid. They still owe me €4923.60. Thank you Regards Slot12 Casino Plex account: [EDIT] Email : [EDIT]