MasterPlay Casino - Los retiros de los jugadores fueron cancelados por el casino.

I am submitting a complaint regarding my account at Masterplay.io.

I sent them kyc including a selfie, passport, and utility bill. After verification, I attempted to withdraw my funds. However, the casino canceled both of my withdrawal requests without explanation:

Withdrawal ID 62600 on 2025-11-24, amount €1,000, status: Canceled

Withdrawal ID 26108 on 2025-07-09, amount €1,923, status: Canceled

My deposit (ID 26071, €166) was processed, but my withdrawals were not.

The casino has stopped responding to my emails entirely. It has been several months without any communication or clarification, and my funds remain inaccessible.

I am requesting assistance in resolving this matter and ensuring that Masterplay.io processes my withdrawals.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have your identity documents been reviewed and approved by the casino's verification department?
• What payment method did you choose for your withdrawals?
• Have you used the same payment method for depositing money into this casino?

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

Best regards

Veronika

What types of games did you play?

slots

Did you accumulate your winnings with or without a bonus?

With - some money was detected due to casino have policy on max win from bonus.

Have your identity documents been reviewed and approved by the casino's verification department?

Yes

What payment method did you choose for your withdrawals?

Ethereum

Have you used the same payment method for depositing money into this casino?

Yes

Dear J3wrm

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite MasterPlay Casino representative to join this conversation.

Dear MasterPlay Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 player,

I am trying to get in touch with the casino outside of this thread.

I will notify you, if there are any updates.

Dear player,

Casino informed me outside of this thread, that they didn't received the requested proof of ownership of the wallet, that you used for deposits.

Please notify me, when you are able to send the requested document to the casino.

Thank you.

Dear J3wrm,

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 explained to them that i didnt have this Wallet anymore ,and asked if there was any other way to verify my account. or help me locate the transaction so i can give it ago to recovre my wallet in some way. But they never answers me on this request, i sent them at least 5 emails and chat were useless.

Dear MAsterplay Casino,

I sent you an email with request for additional information. Please check your inbox.

Thank you for your cooperation.

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 J3wrm,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Thank you for your patience.

Can you explain to me verification step? because i cannot understand it.

Crypto is an open Ledger they can see my transaction.

What are the odds that someone else would deposit money in my betting account?!?!?!

Let me know if im missing something this makes no sense.

Of course money if from MY Crypto wallet?!?!?!

Dear player,

Could you please confirm, if I you used multiple crypto wallets to deposit or withdraw from this casino?

Could you please specify names (types) of the crypto wallets and wallet IDs? What is the reason, why - as you stated- you do not have the mentioned wallet anymore?

Has there been any instance in which you used someone else's wallet to deposit or withdraw from this casino, or someone else used yours?

Thank you for your confirmations and cooperation.

I have only used one crypto wallet do deposit and i havent been able to withdraw. so only one.

I think i used exodus wallet and i dont have the ID of the wallet anymore - i asked them for help to find what wallet. the wallet i used i dont remember password and i lost my private key!!!

No i havent used anyone else wallet nor have anyone else used my wallet

Dear player,

Please understand, it is a standard practice, that casinos require proofs of ownership of payment methods used for deposits and withdrawals. When it comes to crypto wallets, they are sometimes anonymous, and in that case, screenshots from the wallet interface with visible wallet ID can be sufficient for verification purposes.

Generally, without finishing verification process, withdrawal of winnings is not possible. According to information from the casino, proof of ownership of crypto wallet has been requested in May, and your inability to provide it until now understandably arouse suspicion on casino's side.

I am giving you last 7 days to provide evidence, that would prove, the wallet is yours. If you are unable to log in, please try to find, how you deposited money into the wallet, or how you made different transactions with it, and provide screenshots, that would also show wallet ID or hash.

Thank you for your understanding.

Dear J3wrm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru