OnePlay Casino - El jugador está enfrentando problemas de retiro con el casino.

Good afternoon. I'm having problems with this online casino. 2 weeks ago, I discovered this casino through your account. Well, I created an account without any problems, verified my account, and made two deposits of €50 using the "Bizum" deposit method. I played, finished my gaming sessions, and prepared to withdraw the balance I had at that time, about €173. I checked the account number to make withdrawals by bank transfer. But I got an error. It won't let me make withdrawals by bank transfer without having made deposits by bank transfer. Which I don't understand. So, what method do I have to enable for withdrawals if I make deposits via Bizum? Well, customer service hasn't responded to any of the three emails I've sent them. I prepared to make a deposit by bank transfer of €10 so that the withdrawal of the same type would be enabled. But I've been waiting for four days for the transfer to go through, and nothing has happened. What can I do if they don't pick up the phone, reply to my emails, or approve the withdrawal methods?

Buenas tardes. Estoy teniendo problemas con este casino online. Hace 2 semanas descubrí este casino a través de vosotros. Pues bien, me hice cuenta en el sin ningún problema, verifique mi cuenta e hice 2 depósitos de 50€ por el método de ingreso "bizum". Jugué, termine mis sesiones de juego y me dispuse a rescatar el saldo que tenía en aquel momento, unos 173€. Verifique el número de cuenta para realizar retiros por transferencia bancaria. Pero me da error. No me deja realizar retiros por transferencia sin haber realizado ingresos por transferencia. Cosa que no entiendo, ¿entonces cual es el método que hay que habilitar para retiros, si los ingresos los hago por bizum?. Pues bien como atención al cliente no ha contestado ninguno de los 3 mail que les he enviado. Me dispuse a realizar un ingreso por trasferencia de 10€, para que así se habilitara el retiro del mismo tipo. Pero llevo 4 días esperando que se haga efectiva la transferencia y no hay manera. ¿Que puedo hacer, si no cogen el teléfono, no contestan mis mails, ni aprueban los métodos de retiro?

Dear Atreyu_chm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Natalia

Dear Atreyu_chm,

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,
Natalia
Casino.Guru