I opened an account and deposited funds and have been unable to play casino games I keep getting an error message. I have sent numerous emails and have only had one response. I requested they close my account and return my deposit and have been ignored

Dear daftblonde1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Oneplay Casino.

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

• Do I understand correctly you submitted documents for verification, but the verification hasn't been completed?
• Have you attempted to cancel your bonus and request a withdrawal?
• Could you please share your communication with the casino, especially responses you received from the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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,

Tomas

Screenshot of today when I log in.

Thank you very much, daftblonde1976, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear daftblonde1976,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I've contacted Oneplay Casino's support team through their official email address. Since this is the first complaint against this casino on our site, I can't predict whether they will respond or offer assistance. However, let's hope they will be supportive and helpful with this matter.

Thank you for your understanding and patience.

Best Regards,

Kubo

Hey Kubo,

After persistence and emailing daily, I have managed to get a response from support. They are returning my deposit and closing my account as I requested. Thanks for the assistance.

Dear daftblonde1976,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

I believe that your dedication, combined with our intervention, played a significant role in resolving this issue more quickly.

We hope you found our services satisfactory. While we do not charge any fees or accept gratuities, your feedback is incredibly valuable to us. We would be grateful if you could take a moment to share your experience on Trustpilot (link here).

An honest review, along with any suggestions you have for enhancing our complaint resolution and mediation process, would be immensely helpful. Your insights will not only assist us in improving our services but also guide others who may be seeking support with online casino-related issues.

Thank you in advance for your time and input.

Best regards,

Kubo