12Play Casino - プレイヤーのアカウントは閉鎖されました。

Hello!

My account on 12play, asian gambling site was closed after asking to withdraw 1000 myr (205 euro). I had another 826 myr (175 euro) on my account at that moment. They today closed my account telling me that my winnings has been confiscated. No bonus taken, just got lucky yesterday and won some money.

I have all the screenshots needed to prove my case. Done nothing wrong. They do not like to pay anything.

I explicitly asked when registering if I can play there from Europe, and they said YES. Never asked me to submit any document. Blatantly cheat Casino. Please, stay away

Dear juniash2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 12Play Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

I have been playing for more than a month. Deposited and withdrawed money several times. Withdrawals were at around 100 euros not anymore. So the first time I asked for 1000 myr (their currency, 200 euros) they closed my account. It happened exactly 2 days ago. I have been playing different games from their site. They have a huge selection. No bonus taken at all so no active bonus.

Thnx

Thanks for the reply. Could you please forward any supporting evidence and any relevant communication between you and the casino to tomas@casino.guru?

Hello Tomas!

I sent you the email with the screenshots backing my case!

Thank you very much, juniash2014, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, juniash2014,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 12Play Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 12Play Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear juniash2014,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the authority - PAGCOR/Philippines (https://www.support.pagcor.ph/contact-us.php) and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note we have not received any confirmation about the license validity, so it is possible that the casino does not have any valid license.

In case of any questions or updates, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru