Mr Play— player complaints: 28 in English

The casino operator mr play declined my win payout. I won 2000,00 Euro and after I played to 1340 Euro I wanted that my money paid out. Mr Play said my transaction is not possible and send me a message that included "the decision is final". The function of the cash out was locked until I fulfill the casino bonus terms. After that was the case and the function is not blocked anymore, I tried to pay out my money. After my payment was declined, the support didn't want to help me either. Until now the money was completely retained by the casino and it was also not credited to my casino account.

I have opened an account with MrPlay on 16/05/2020. They advertise a sports welcome offer: deposit and bet £10 on sports (with odds of 2.0 or above) and get £10 free bet to play with. After signing up, I deposited £10 (charged £0.25 for the transaction as well) and placed a qualifying bet. The bet has settled and I won £22 in total (£12 net profit). As per T

I recently registered with mr.play deposited, placed bets and made a withdrawal with minimal verification checks if any. I don't believe I was requested to send anything in, I might be wrong I've recently signed up to a few online bookies. Since then I tried to register with bet regal but was told to contact customer services who informed me this was not possible due to a previous permanent self exclusion from there sister site karamba which excludes me from using any site within there brand. They also sent me a link with a list of all the casinos in the brand I'm unable to use which included mr.play. I've contacted mr.play to bring this to ther attention and point out I could possibly be liable for a refund of deposited monies. The advisor has squashed these allegations saying I was only self excluded from karamba only, but upon sending proof of the recent evidence off bet regal I was told this would be passed on to management. I then thought I'd double check with karamba so I asked on the online chat for some details on my self exclusion, to my surprise the advisor was same person who I'd just spoken with on mr play who then confirmed that my self exclusion was on a network level so I was excluded from all brands just as I was told by bet regal. I've now received an email from mr.play management that no refund will be processed as I was only self excluded from karamba and my self exclusion from the network was started yesterday. Hope you can help.. cheers

My second withdrawl from MrPlay is currently not processed due to an examination going on. What that means in detail I do not know since I get always the same answer, that I should have patience and that they will refer to me a soon as possible. That goes on for weeks now. I used the welcoem bonus for sports and successfull managed through the requirements. My first withdrawl about 500€ went through smootly but now they just do not pay out. Can you please help me in that situation? Many thanks

First of all i would like to start out with that i'm a compulsive/addict when it comes to gambling and i have trouble knowing when to stop. So here is my story on what happened. 20.10.2019 i had urges to gamble. So i signed up to mrplay and deposited for a total of 2600 nok. the next day i find out that this site is under the same license as a sister site i am currently self-excluded from. With this information i go into live chat support and tell them this, and i also ask for a possible refund. I also ask how it is possible for me to sign up on their site when i am self-excluded on their sister casino(karamba). the first response i got was something along the lines: thanks for bringing this to our attention we take responsible gaming very serious and so on... the agent then tells me he will close my account and send it to the right management and i will recieve an email on the matter. about 5 days layer i get my answer through email saying: since there is no proof of any problem before 21 no refund will be issued. I then go into live chat talking to different live support agents to ask about this. I get a lot of different Answers to my questions that i feel contradict each other. some of the agents straight up just closed the chat after awhile. i cant remember all the details right now so i might be missing some information. I'm asking if you could help me get this sorted,as i feel i got a lot of inconsistent answers as to why i'm not eligible for a refund. one example is the fact that using the self-exclude option doesn't mean i have an issue with gambling, well then why is it even there? what purpose does it serve then? If i had won a large sum of money, i am pretty sure it would have been void? If i'm the one in the wrong i will own up to it,i have no issues with it,i would just like a more concrete answer/i feel the reason is not correct.

Hello I won 1000 from the casino last Sunday morning. I've been asked for documentation to allow withdrawal I don't feel the casiono is honest or genuine due to the hoops they make customers jump though to recieve their money. I provided proof of my new bank card as requested and had an email Monday night saying it would be processed and it's still sitting at pending. Live chat feature unavailable and no response from any email . Although not a massive amount of time, I'm addressing this early on ad they are well out with their own 48hr timescale.

Over 2months ago I got a link when I was on Google for the pogg welcome bonuses and it had links for bonuses i clicked on Mr play even though I'm registered via gamstop I managed to open a Mr play account and use the link the pogg website gave me to sign up and deposit atleast £500 .I won £802 and went to cash out and it disappeared son I thought that it had went through withdrawal process. I have it 2days to which i checked online and nothing so i spoke with live chat and they stated that no withdrawal for £802 was ever made .I have a screenshot when I withdrew i want whats owed to me as I have proof of this . The advisors are shocking and have stated that my account now closed and no winnings were ever asked to withdraw as I never had winnings I want all this funded back as I did withdraw . I think this company have seen im registered through gamstop when I went to withdraw and confiscated winnings to safeguard themselves. I want atleast my £500 depsoits back as this is very unfair gameplay .

Dear ; whom may concern I asked to self exclude my account on mrplay for 6 months on the 29th of June as I have a serious gambling problem, I got an email saying that you take gambling responsible very serious, however what I managed to do as a gambling addict shows the complete opposite. I have managed to play on 4 sisters casinos since my self exclusion and I demand a refund for all my deposits made on your sister sites after my self exclusion on the 29th of June. I am now in serious debt and have no money to pay my rent as you did not self exclude from your sites like asked. I have spoke to ask gamblers and they have asked me to send you an email asking for a refund for all the deposits made after the 29th of June (date of self exclusion). , if you do not refund me then to start making complaints to them. The casinos that I managed to play on after my self exclusion are; Casiplay Greenplay Kings casino GoPro casino Which I found they are all sisters sites as one Friday I tried to log onto GoPro casino and a messaged popped up saying my account is blocked , when I went on the live chat they told me my account was blocked due to self exclusion on a sister site on the 29th of June. Their for this means I should of never been able to play on any of these casinos nor should I of been able to depoist. I hope to resolve this matter as soon as possiable as I am in serious problems, because you did not self exclude me properly like you were suppose to do on the 29th of June. I demand a refund of all the deposits made after the 29th on all of these sites. I’d like to state that all my account details on all of these casinos were all the extact same and also the card I used to deposit was also the same one through out all of your casino. I hope to hear your response soon Regards [EDIT]