Oneplay Casino - La cuenta del jugador ha sido cerrada después de una solicitud de retiro.

I won a prize on the slot Chiquito 2 Condemor, and when I started to withdraw the money, they asked for documentation. I sent everything, and they approved my first withdrawal. After that, they blocked my account, and they told me that the risk assessment department would handle my case, but I'm still waiting. It's been more than 3 weeks.

Gane un premio en la slot Chiquito 2 Condemor y cuando empezé a retirar el dinero me pidieron documentación. Envié todo y autorizaron un primer retiro. Después han bloqueado mi cuenta me dijeron que el departamento de evaluación de riesgos llevaría mi tema pero ahí sigo esperando. Han pasado mas de 3 semanas

Dear Pleft3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please advise which documents you have already provided and when exactly did you send the last one?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika