CasiPlay— player complaints: 10 in English

Between April 12-13, 2022, I made deposits in the Aspire Global Limited brand casino casiplay.com in the amount of €127,500. I lost almost all the money and requested a withdrawal of the balance in the amount of €4,918, after which I was asked for a full package of documents. It included a responsible gambling survey, latest payroll, proof of address, and a bank statement for a master account. The entire verification procedure lasted for about a month, as a result of which I received my money in the second half of May. And almost immediately, on May 18, I was notified that all my accounts on all sites of the brand will be closed due to my non-compliance with the rules of responsible gambling. It turns out that my responsible gambling did not bother them at all when I made deposits of almost 130,000 euros, but when I wanted to withdraw only a few thousand, they got worried! This behavior on the part of the casino upset me very much. It seems to me that the fact that the casino did not make sure that I can afford to make such large deposits is a violation of the rules of responsible gambling on their part. I would like to: 1. Obtain from you a legal assessment of Aspire Global LTD's actions in relation to responsible gambing. 2. If such actions violate the terms of their license, hold them accountable. 3. Get compensation for allowing me to make deposits of a very large amount, even though they recognized me as a user with a gambling addiction.

Hi POGG I am hoping you can help me ,I am getting the runaround from Casiplay Casino. I deposited 25cdn using etransfer on Dec 5/20, .I won 530.00 played off the bonus wager amount and requested a withdrawal of 530.00 ,I was told i had to verify my acct and i would need to upload my documents so i uploaded my drivers lic as well as my bank info as i requested a wire transfer. On the 14Dec I received an email saying i was verified.so again I requested the withdrawal of 530.00 .I received an withdrawal approval on the 15Dec and was told it could take up to 5 business days to show up in my acct .On the 31Dec I trough live chat asked why I hadnt received my approved withdrawal was told they would get back to me. almost immediately received an email saying the withdrawal was lost and they were investigating it.they would keep me updated.On the 5th of jan/21 I received an email saying that the withdrawal was declined because i did not give them the right acct number ,that is not true i copied the form the bank gave me and sent it to them when asked to verify my info and was approved .So i re upload my bank info and was told all was good .I decided to play a few bucks and won so now i requested a 1200.00 withdrawal where i was approved then declined .approved and declined and now pending .they send me an email requesting a credit card that i did not use to deposit with on the day i deposited and won. I feel totally frustrated and hope you can help .i have screen shots and all emails to back up my complaint. regards

Since 11/24/2020 my payout is waiting, for 10 days I have been writing email and chat why you don’t pay out the money, you just ignore me and I don’t get an answer why you don’t pay out neither. I ask for help from you, thank you

On October 30th, 2020 I opened an account and deposited € 200. I got a € 200 bonus. At 203 euros, I made a big profit. I played with 4 euros. Of this, € 3 was real money and € 1 was bonus money. After that I only played for real money. However, sometimes with 5 euros, but it was real money. Nevertheless, my entire profit was canceled.

Casiplay have allowed me to create an account and deposit and lose £500. I am currently self-excluded with 3 of their sister sites. Trade casino, Regent Casino and WildSlots. If I remember correctly, maybe a year or more ago I self-excluded myself from Trada, meaning I was unable to access my account at WildSlots and Regent from then on. Last week after a long time away from gambling I decided to create an account somewhere new and have a little play. I chose Casiplay and proceeded to deposit a total of £500 over the course of a few days. I have since discovered that Casiplay is a sister site to the three casinos previously mentioned. I feel betrayed that a company offering responsible gambling tools are not enforcing them. Where is the regulation? Where is the enforcement? Seems like theres no communication. If I had more money in my account I would have lost all that too. It's madness to me that something like this could slip through the cracks. Had Caisplay refused my account creation I wouldn't have lost any money. I would have been reminded of my self-exclusion and been happy that I didn't fall into a gambling phase again. I would have shrugged my shoulders and carried on with my life. Thanks for reading. Kind regards.

I have a dispute with casiplay as I was able spend a significant amount of money on their site about 2 moths ago, despite being signed up with gamstop. I have been signed up with gamstop now for roughly 18 months now and casiplay have told me they are fully compliant with them. So I asked them how I was allowed to spend on their site and continuously receive offers and bonuses from them. They replied to me with some poor excuse that my first name was different (with I find to be rubbish as all the rest of my details seem to be the same). After getting nowhere with them, I asked them for their ADR contact details, which they refused to give me! I find that their duty of care to be non existent and I’m guessing that I’m not the only one that is going through this with this shameful outfit. I signed up with gamstop with total confidence to help with steps to stop me gambling and I don’t see how they can be affiliated with gamstop, if they are letting people sign up.

Hello! It’s worth starting with the fact that casiplay didn’t react at all to the documents that I sent while I was losing and the problems started right after I won the first money and requested a cashout! Finaly I have made deposits in the amount of 1200 euros. After that I made a cashout of 1260 euros I have provided them with two bank statements, one in Russian and one in English. Each time they rejected my documents for various far-fetched reasons. By far-fetched reasons, I mean the following. At first they didn’t like the quality of the photo taken on the newest iPhone, then the lack of a logo (bank printing is considered a logo, but it doesn’t matter to them), casiplay even wrote that my document was older than 6 months and did not see the issue date until I highlighted it with a red rectangle and sent the document back to them. Ultimately, they were dissatisfied with the fact that the issue date is written in pen! I then came to the bank again asking them to redo it. The bank was surprised, because even the British embassy accepts such statements, but still agreed to redo the statement. After that, they wrote that the document looks like a fake. I’m not going to send them anything else, because I’m sure that casiplay will continue to look for excuses not to accept my documents and not to pay my winnings. Other casinos with Malta and Great Britain licenses accepted such documents with no problem. So this casino reaction looks strangely. Please help solve this problem! Thank you!

I am appalled that this company allowed within a 30 day period and during a time of international lock down deposits totalling £1864 in the month of April. Deposits 1 after the other, this should not have been left without responsible gambling concerns being raised. Most casinos are hugely promoting responsible gambling but this site just took and took. I suffer with depression and am in a very dark place and this just got worse. There live chat is foreign and I never understand it. A friend helped me put alimit on now but its too late. It should never have hsppened, they have took no steps to help me. I would like my funds returned and my account then closed. Please help assist

I won $30.000 and my withdraw got declined and all they put back in my account was $120. And they deleted the game I won the money on to which I think is kinda weird .

I made a withdrawal of 8000 EUR (Casiplay monthly max withdrawal) on 28.9.2019. They say withdrawals will be processed in 48 hours, but it is soon 2 weeks from this. They do not reply to my emails. I have sent them all the required documents and my account has been verified. My previous withdrawal was finalised 3.9.2019. It took several attempts and several days to get finalised. (Hence I wanted to initiate this withdrawal few days before October starts, so it would be processed a month after the previous withdrawal.) I still have 26582,50 EUR on my Casiplay account and would like to withdraw it as fast as possible. Is there no license requirement about how fast the withdrawals need to be processed and/or is a monthly withdrawal limit acceptable (no matter how low it would be)?