iPlay77 Casino - El jugador afirma que el pago se ha retrasado.

Didn’t pay me my winnings

they tried to say they paid me and kept telling me to wait

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Dear 0466620959,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear 0466620959,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear 0466620959,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not recieved they argue back with me and say I’m poor that they can’t do nothing

When really when I go to the bank they tell me that them accounts are frozen due to fraud

They decline paying withdrawal further

I’m sorry to hear that you still have not received your winnings. Please allow me to ask you a few questions so I can understand the situation.

• Could you please clarify the following details: the amount of your winnings, and the amount and date of your balance withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

They haven’t paid me .

yes iv given correct details . They paid every other amount but my big withdrawal they refused to pay ever since I have this issue opened I haven’t been able to win my rebates etc go to waste as they get cheeky as say they can stoP me from winnings etc

just pay my money before I go police

I play to have fun ( but I expect my money when I win . This is all screenshots from the time of winnings .

That’ll they say is it’s left they bank nothing can do it’s all bullshit I’m over the editing websites

Can I have my money please .

This is beyond a joke . Shouldn’t take long it’s been past two weeks . They don’t let me even get a feature or nothing even though I still depsoit to them . They even reject deposits at times and says there old this site is known for luiquiding fraud via banking due to numerous reports

Hello doesn’t take this long or I’ll take use current affair

Thank you for keeping us updated. Please note that we can see all of your messages here in the complaint thread. This platform is not a live chat, and both sides have up to 7 days to reply to each message.

To keep communication clear and efficient, kindly wait for our response. We understand this situation is frustrating, but sending repeated short messages will not speed up the process.

I understand that you are concerned about your withdrawals; however, some of the information provided appears to relate to previous transactions, which makes it difficult to determine what exactly is currently disputed.

To focus on resolving your present complaint, could you please clarify the following:

• What is the total amount of winnings you are currently claiming?
• What is the exact amount of the withdrawal(s) that you have not received?
• Please provide the date(s) on which these current withdrawal(s) were requested. Post a screenshot of your withdrawal history.
• The withdrawals you mentioned as being paid to your partner appear to date back to June 19, while your current complaint concerns a withdrawal requested around July 20. Are you saying that the July withdrawal was also sent to your partner's account? If so, please explain exactly what happened.

For clarity, we would like to focus on the current unpaid withdrawal rather than transactions from June, unless you believe those earlier transactions are directly connected to the current dispute.

I didn’t ask for payment to be sent there as I didn’t ask for it

Been waiting for a withdrawal and when they sent receipt it showed it wasn’t paid to my name

Dear 0466620959,

Thank you for providing the additional information and screenshots.

After reviewing the information available, it appears that the disputed withdrawal was requested from your casino account and sent to your ex-partner. Regrettably, we do not handle matters related to cybercrime or unauthorized account access. If your casino account was accessed and misused without your permission, this is a matter that should be reported to the appropriate law-enforcement authorities. Please understand that, as an independent mediator, we do not have the legal authority or resources to investigate potential hacking, determine who accessed the account, or pursue any potential culprit.

Based on the information currently available, we cannot hold the casino responsible for the disputed withdrawal. The withdrawal appears to have been requested through the player's casino account, and we have no evidence indicating that the casino itself initiated an unauthorized transaction or was responsible for the alleged misuse of the account.

Whether the withdrawal was requested by mistake, by someone who had previously been given access to the account, or as a result of unauthorized access is unfortunately something we are unable to establish through our complaint resolution process.

For these reasons, we are unable to proceed further with the complaint and will now close it.

Thank you for your understanding.

Best regards,

Jean