Mr Play — player complaint #62644, 2021-01-27: bonus terms

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,