4Play.bet Casino - プレイヤーの撤退が遅れています。

I have had my money on hold for months, and the casino is not allowing me to withdraw it.

I need your help to get my money released.

Estou com dinheiro preso há meses, e o casino não libera minha conta para sacar.

Preciso que me ajude para eu liberar meu dinheiro.

Dear natanespinoza,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal currently pending on your account?

Looking forward to hearing from you.

Best regards,

Tomas

Can you tell me if your account has been fully verified?

A= Yes, it is verified

Have you been told why you can't withdraw your winnings?

A= I have not been informed

Is it an internal problem with the casino system or is it only related to your account?

A= Only with my account.

Are there any pending withdrawals from your account?

A= I don't have any pending withdrawals, because the platform doesn't allow me to withdraw. This error appears below:

Você poderia informar se sua conta foi totalmente verificada?

R= Sim está verificada

Você foi informado por que não pode sacar seus ganhos?

R= Não fui informado

É um problema interno do sistema do cassino ou está relacionado apenas à sua conta?

R= Apenas com minha conta.

Há algum saque pendente na sua conta?

R= Não tenho saque pendente, pois a plataforma não permite eu sacar. Aparece esse erro abaixo:

Dear natanespinoza,

Could you please send me any communication between you and the casino where you discuss the issue?

If you haven't received any response from the casino, please forward your most recent attempt to contact the casino to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello good afternoon tomas!

When you log in to your account, there is no message history, so it is not possible to send the last contact via chat on the 4play website.

Can you request something different?

Olá boa tarde tomas!

Quando realiza login na conta não fica histórico de mensagem, sendo assim não é posível enviar o último contato via chat no site da 4play.

Pode solicitar algo diferente?

Dear natanespinoza,

Have you tried contacting casino support via email at suporte@4play.bet? With what result?

If the casino didn't respond to you, please forward your attempts to contact them at tomas@casino.guru

I've tried, I've even sent the documents they asked for here in the chat.

I'm waiting for my money to be released, can you check with them?

Já tentei, inclusive já mandei os documentos que eles solicitaram aqui no chat.

Estou aguardando a liberação do meu dinheiro, pode verificar isso com eles?

Dear natanespinoza,

Which documents did the casino ask for?

Could you please forward the emails you exchanged with casino support? Forward the most recent emails to my email at tomas@casino.guru

I apologize for the inconvenience.

tomas pardon, what was verified was personal information, they don't ask for verification on the site, I want to know how I can withdraw my money.

tomas perdão, o que foi verificado foi as informações pessoais, eles não solicitam verificação no site, quero saber saber como faço para retirar meu dinheiro.

Dear natanespinoza,

• Could you please list which documents you provided to the casino to the best of your knowledge?
• Could you please share a screenshot from your account specifying the verification status of your account and post it here? Alternatively, send it to my email at tomas@casino.guru
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

Hi tomas, the platform doesn't require document verification, but if they do, I can send it, the problem is that they don't respond in any way.

I played Telly Reals and Bac Bo.

Olá tomas, a plataforma não exige verificação de documento, porém caso eles solicitem, posso está enviado, o problema é que eles não respondem de nenhuma forma.

Joguei Telly Reals e Bac Bo.

Thank you very much, natanespinoza, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 natanespinoza,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 4Play.bet Casino representative to join this conversation and participate in resolving this complaint.

Dear 4Play.bet Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan AOFA Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru