Mr Play— player complaints: 28 in English

Hi, I registered at this casino in February 2022, via a third-party ewallet promotion. When I read both terms and conditions through the third party promotional offer and the welcome offer through the website, one offer had a maximun win rule of 500 euro and the sign up offer through the ewallet had no maximum winnings. I can provide a picture, I did not claim the original welcome bonus offer through the casino and it was still available to claim. I understood that general terms and condtions are always applicable. That information might be irrelevant to this complaint as both terms and condtions stated a maximum bet rule of 4 euro / 0.50 per line / not betting more than 15 % of the bonus. For my deposit of 150 euro, I got a bonus of 150 and I never bet over the 4 euro rule. I requested a withdrawal of 2050 euro on February 5th 2022, and on February 8th my funds were consfiscaed. Apparently I broke the max win rule which was not true. I requested for more information on chat, and the chat rep claimed that my funds were confiscated because I bet over 4 eur; and this was the only information she could give me when I asked for proof. I never broke this rule. I can provide screenshotsin this complaint including the conversation screenshots with the agent, unfortunately the casino does not send you a transcript. I would also provide a game long, but unfortunately the casino does not allow the player to check the games logs older than a month. Pogg, can you help ?

Hello POGG I have been trying to resolve a complaint with mr play for the past 3 days. I've been involved in the customer service chat and am getting nowhere. My issue is this. I believe that there is an issue with their site and they are not doing anything to resolve it. The issue is that when I am in a game playing the site will shut down the game with a little message saying either internal error or timeout. I've taken screenshots of some but not all and I have passed these on. My issue is the game has litàrally eaten my money and I totally get gambling is winning and loosing but 3 days ago I brought up this issue so why is this game still avaliable for play? Why is it not taken down untill it's fixed? I have seen reviews on trustpoilot where people have mentioned this happened so it's surely not a new issue that has just happened to me. For the site to still let this happen even when I've made them aware is awful. I understand maybe once even twice I could accept but I'm talking over 10 times some times. It wouldn't be so bad if you got taken back to where you left but you don't. Before I mentioned the issue the game closed and you had to load the game yourself and you had to start a whole new game. After I mentioned something for the 2nd day running then a box started appearing saying unfinished game but when you click it takes you back to the game but your play is started over again. This isn't right and it's not very fair for my money to be being sucked into this site the way it is. I play fishing frenzy megaways on Many sites and this has not happened ever before. The response I get from Mr play is unacceptable. They are now saying that they will send my issue to the relevant people and this will take up to 20 days? So they will allow a issue to be happening for upto 20 days? This is wrong and gameplay should be fair. Surely that's something that we should be able to expect when playing on a site. I'm so upset and disappointed especially with the way Mr play has palmed me off. If that was my company I would want my customers to feel safe and secure playing. Not feeling like the game is eating their money and glitching silly amounts a day. I really want this issue sorted and if I'm honest I would like some of my money refunded from the last 3 days because I did inform them of the issue and they could of taken the game down or looked on the site to see if it's the actual site that has a problem. Also I did all the things they advised me too like clear cache and cookies ect. Today I was advised to do that again close my browser and then try again which I did even though I didn't want to put any more money into my account I did because Mr play advised me to. So it was really frustrating when I did this and the issue just kept happening. I've basically thrown money at a site that is broken and the staff are not really bothered about fixing it. I know this issue is something that has been happened for some time because there are reviews mentioning it on trustpiolot. I just want someone to help me sort this out and also get this issue fixed so players can play with confidence. I can't play on that site now knowing it's just going to eat my money kick me off and then start me right at the start again. All in all I've probably played 2 games without issues.thats disgusting. I flagged this up 3 days the problem started before that but I thought maybe it was just a one off thing but it's not it's gotten worse and worse to the point I can't play a game now without it happening multiple times. I started to take screenshots because when if first happened and I raised my issue with the customer webchat they kept saying they needed screenshots but I didn't have any so after that I did but I havnt screenshot every single time. I sent these over on webchat and uploaded to my account like I was asked to. I can accept loosing money gambling that's not an issue as thats part and parcle of gambling but for a site to have an issue like this and to be aware and to carry on letting it happen is wrong. Its not keeping its customers safe and is very misleading.i hope this can be sorted out as its a very good site without this issue the customer service could be more helpful

Hi everyone! [EDIT] I am also a victim of MrPlay Casino. I hope if we stay together we can fight this evil. First of all, you have to know that they are licensed by the UK Gambling Commission, I contacted them and also the Game Care Organisation UK... They ( mr.play) [REFUSED TO PAY] 10900 euro from me. From this amount 5700 eur was my deposit, and 5200 eur was my winning. They didn't want to pay me out because of their "bonus policy "and they just took away my deposit as well.... after waiting for a very long time and I had to work really hard to get my own money (my deposit ) back, but what I won they didn't gave me! They are responding very hardly, slowly to emails. They charge you a deposit 2,7% (!!!) fee . We need to stop them taking people's money away! THEY ARE USING EVERYTHING THEY CAN TO MAKE SURE YOU ARE NOT RECEIVING YOUR DESERVED WINNINGS. all the best,

I’ve sent all relevant documents they have asked for promptly and they emailed to say I was verified. It has taken 2 weeks to get to this point and the last email was to say it had been passed to the relevant department, despite already receiving an email some days before telling me it had been sent to finance? Conflicting and slow communication I would just like to have an indication if the updated documents are sufficient and if so can I please be paid it would make a difference to me at this time of year especially! Hope you can help me! Thanks in advance

Hi, I'm having an issue getting a withdrawal from one of your sites mrplay.com. They say they are investigating me for responsible gambling and it's been 27 days now since I cashed out and the deposits haven't even been started. I've attached screenshots of the withdrawals being approved and my documents all verified weeks ago. I've cashed out of many of your sites before with no problems so are you able to offer any help or advice on this? I go in with $200 and if the tables are lucky cash out which is what happened here I've made only one deposit - Thanks Hi this is in addition to a previous case made today more notes - they have just contacted me to say I didn't meet the bonus requirements but I did and screenshots attached showing proof - thanks

Joined received email stating age and address verified. Deposited £177 placed bet returned £288. Withdrew and it said pending. Told pending 2 days in my account in 3 days. Didn’t happen. Asked for ID of Driving Licence front and back of card bank statement credit card statement and recent utility bill. Sent they refused not acceptable. Submitted same ID accepted and approved. Then told account verified withdrawal pending for review. Review takes upto 8 weeks refused give reason. This is disgusting it’s also a common occurance looking at the complaints online. It’s a breach of licence to put obstacles in the way of a withdrawal. Please resolve with this terrible website

Hi On 05/07 at 08.18am i placed a €20 treble at mrplay.com where i am a vip customer After the final selection (rubin kazan to beat ural) they voided the final selection and only paid out €60.78 The final selection was only voided AFTER the selection had won but before they settled the bet. Their final decision is that is was voided due to an irregular game format! But i took the bet exactly as it appeared on site and it kicked off as scheduled and only after it won did they void it which seems very unfair I feel if the selection lost they would have settled it as a loser Bet id is BET ID[EDIT] Hoping you can help get these winnings. I have screenshots of their email with their final decision and also of the betslip if needed Many thanks

Sent mo play my 5 year gamstop documents yet they still allowed me to gamble and use there services and deposit in my name [EDIT]

Hello, I did a withdraw the wednesday march 10 and they didnt deposit my money. The withdraw was for astropay. I write a lot of emails but they dont respond me or to say that I must wait more time. The amount is 380 soles of peru or 103 dollars americans. Thanks

Dear, Initially I would like to inform that I filed a complaint against Mr. Play directly on the MGA website, which after some months asked me to forward it to you. I made a complaint on your website, however, it was not received, which is why I will return to fill out the complaint form and forward it to you (I would like to inform you that as this is not possible to collect documents, I will send it by e mail) . So, would like to file a complaint against Mr. Play bookmaker. About what happened. Seduced by the welcome offer for new customers (100 percent first deposit bonus up to 100 EUROS . DOC. 01), on 06.06.2020 I opened an account at the bookmaker Mr. Play, receiving a confirmation email with the offer (DOC. 02), making a deposit of € 100. When making the 100 EUROS deposit, my balance in the upper corner of the Mr. Play website page showed the value of 200 EUROS, which obviously was supposed to be 100 EUROS of the deposit AND 100 EUROS of the bonus. I then started to play. It happens that 2 days later when consulting my bank statement I noticed something strange, two debts on the same date on 06.06.2020 in the amount of 102.50 EUROS each. I researched further and found that it was the company Mr. Play. I then went to the website and found that the company made not one, but two debits of 100 EUROS in my bank account at exactly the same time (In fact, it was two of 102.50 EUROS because they charged the fee and without notifying me) ( DOC. 03). It was not enough, I also identified that the 100 percent deposit bonus was not even granted (DOC. 4). Given the situation, I tried to contact the company and the disrespect towards the client was progressing for the worse. The chat was inoperative, where there were several attempts by me, without success, and then I started to send e mail. There were several emails, without the company returning (DOC. 5). I tried to contact Mr. Play via Messenger (Facebook), and they informed me that they couldnt help me there. After reporting the facts and my insistence, they promised to forward the complaint to the responsible sector (DOC. 6). After 10 days, exactly on June 18, 2020, Mr. Play finally answered me, however, but only about double debts, nothing said about the non concession of the bonus (DOC. 7). A new e-mail was sent, and after 02 days, they revoltedly confessed that the bonus was not really granted to me, and did not present any justification for that (DOC. 8) The facts and documents speak for themselves, and it only makes me believe that the welcome offer bonus was a lure to entice the customer to open an account at the bookmaker, make a first deposit, be debited two times in your bank account, in the end not even receiving the promised bonus. Everything that has been informed here is duly confirmed with the documents that I am sending to you as an attachment. Thank you for receiving and reviewing my complaint. Kind regards,

Casino has not paid my withdrawal and closed my account without consent

Hi, I have been waiting 2 weeks for a withdrawal. The customersupport say that the money has been transferred, but I haven’t received anything. It’s not normal to wait for so long and i’m getting worried that I have been scammed. Could you please try to help me?

Dear, I filed a complaint against Mr. Play directly on the MGA website and after a few weeks I was asked to forward it to you. Initially I sent it directly by email ([email protected]), and was asked to send it on the website itself. I would then like to file a complaint here against the Mr Play bookmaker. Seduced by the welcome offer for new customers (100% first deposit bonus up to € 100 - DOC. 01), on 06.06.2020 I opened an account at the bookmaker Mr. Play, receiving a confirmation email with the offer (DOC. 02), making a deposit of € 100. When making the € 100 deposit, my balance in the upper corner of the Mr. Play website page showed the value of € 200, which obviously was supposed to be € 100 of the deposit € 100 of the bonus. I then started to play. It happens that 2 days later when consulting my bank statement I noticed something strange, two debts on the same date on 06.06.2020 in the amount of € 102.50 each. I researched further and found that it was the company Mr. Play. I then went to the website and found that the company made not one, but two debits of € 100 in my bank account at exactly the same time (In fact, it was two of € 102.50 because they charged the fee and without notifying me) ( DOC. 03). It was not enough, I also identified that the 100% deposit bonus was not even granted (DOC. 4). Given the situation, I tried to contact the company and the disrespect towards the client was progressing for the worse. The chat was inoperative, where there were several attempts by me, without success, and then I started to send e-mail. There were several emails, without the company returning (DOC. 5). I tried to contact Mr. Play via Messenger (Facebook), and they informed me that they couldnt help me there. After reporting the facts and my insistence, they promised to forward the complaint to the responsible sector (DOC. 6). After 10 days, exactly on June 18, 2020, Mr. Play finally answered me, however, but only about double debts, nothing said about the non-concession of the bonus (DOC. 7). A new e-mail was sent, and after 02 days, they revoltedly confessed that the bonus was not really granted to me, and did not present any justification for that (DOC. 8) The facts and documents speak for themselves, and it only makes me believe that the welcome offer bonus was a lure to entice the customer to open an account at the bookmaker, make a first deposit, be debited two times in your bank account, in the end not even receiving the promised bonus. Everything that was informed here is duly confirmed with the documents that will be sent as an attachment by email. Thank you for receiving and reviewing my complaint. Kind regards,

Hi I joined My.Play yesterday and deposited £250.00 I played FIRE JOKER I was on £3.00 and Deposited another £500.00 I then was on £75.00 (my history shows all the plays with winning and stakes) I then took the £75.00 and went to roulette and I took my balance to £1250.00 I decided to withdraw the money but would not let me - I could see a balance of £1250.00 Online Chat was CLOSED so i spoke to [EDIT] and she says I broke T

I registered on sportsbook mrplay.com. And I made a deposit via Neteller on 23th July and I still haven't received my money. Neteller Transaction ID: [EDIT]

£7,314 includes £6,097 with Mrplay.com as well as £1,217 with betiton.com - both are part of the Aspire Global group. 3 withdrawal requests were made from mrplay.com between the 5th and 8th May 2020 - totalling £6,097.00 1 transaction was made from betiton.com on the 8th May for £1,217.00 They have withheld these transactions pending a source of funds request. Every request I have responded to, with the last request for documentation being sent on the 10th June 2020, which I responded to that same day. It then took 3 weeks of chasing for them to eventually, on the 30th June, receive an acknowledgement that the documents were being reviewed. On Friday 3rd July I was finally told that all the documentation had been approved and that they were now waiting for sign off from their head of finance - this has so far not happened, nor have I received acknowledgement via email. When I ring to ask for an update it seems they have now reverted back to my documents still being under review. I waited on hold for over an hour today to be told there is no new information available - nor can they give me an ETA as to when my withdrawals will finally be released. This has caused significant stress. I have called 2/3 times per week since mid-May trying to resolve this and have replied to every request promptly but to no avail. I cannot help but feel they are doing this on purpose and perhaps have no intention of releasing the funds. I will be very grateful for your help. Regards,

Mrplay locked me out of my account because they said I had spent too much despite not setting limits, I requested to withdraw my funds and close my account on the 19/05/2020, since this date I have used there live chat regularly to provide all documentation they asked for and check on the withdrawal. They have been dragging this process out for weeks and told me they are escalating it every time to no results. I asked them to tell me who they’re ADR is and they refused to give me that Information. I have logged all of the chats and recorded them.

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

8k was deposited into this account via business account this company doesn’t except deposited from business account and does not pay any winnings if a business’s account is used they are player I have spoke to that they refused to pay under these circumstances and only a return of stakes but in my case with no winnings they just kept the stakes hows this fair if a bets invalid then that the same in every case involving a business account. They are manipulating there term conditions for financial gains and surly this is illegal there verification process is not to the uk standard as if it was they would of seen this was a business account how can they try keep money knowing they wouldn’t of payed out and all the bets were invalid

Won money have been trying to get cash out they keep declining it. I have sent through all documentation several times. Emailed so many times. Please help