Play2Win Casino | 21Grand Casino | Supreme Play Casino Support and Complaints Thread

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  • Hi,

    I am John Stern, the Affiliate Program Director of BestPay Partners and Forum representative for our online casino products:
    Play2Win Casino, 21Grand Casino and Supreme Play Casino

    We greatly appreciate any constructive feedback from players/customers of our 3 online casino brands even beyond our professional support team,
    to constantly serve you as player with an outstanding and unique online casino environment that Is second to none in the industry.
    Please PM me or send me an e-mail directly to: john@bestpaypartners.net
    Sincerely,

    John
     

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  • Welcome to our forum!:)

  • Play2win casino has the worst livechat I have ever dealt with. Put me off playing at this casino.

    One question about a withdraw has taken until now, still waiting for Ethan to respond....

    32 min.  .....still .no answers. Not the first time with that looooooong respond.

  • This player has been out of the site for 22 minutes. 
    Apparently lost internet connection and then was back.

    Casino management is still waiting for the documents to be approved since they had been sent just yesterday.

  • If I have lost internetconnection how could I log into other us casinos in the waiting time??? maybe you right, maybe not.

    When I ask for withdraw I never heard anything back for 3 days that you needed my documents. Only because I ask livechat I was told to send them. No emails. Today I ask livechat again about my withdraw...they needed me to resend a document which they could not read, no problem reading it on my pc. Still no emails requesting to resend. Why do you need my emailadr. when you dont use it. So I hope everything will be ok with my withdraw. But from my point of vue this is not the right way to handle withdraws to players. It puts me of playing in this casino.


  • If I have lost internetconnection how could I log into other us casinos in the waiting time??? maybe you right, maybe not.

    When I ask for withdraw I never heard anything back for 3 days that you needed my documents. Only because I ask livechat I was told to send them. No emails. Today I ask livechat again about my withdraw...they needed me to resend a document which they could not read, no problem reading it on my pc. Still no emails requesting to resend. Why do you need my emailadr. when you dont use it. So I hope everything will be ok with my withdraw. But from my point of vue this is not the right way to handle withdraws to players. It puts me of playing in this casino.
    \

    Fair enough csjequ. Hopefully the casino rep will stay on top of this.
  • Weeell John, some days back my Play2win account got locked after some erratic login attempts (by me) due to my bad internet connection. I wrote in to Play2win support requesting to unlock my account but no response to my email till today! So much for support! So I guess I'll just leave the account locked...makes no difference to me. wink

  • Makes me wonder why a casino treats players this way. We could be loyal players with god deposits for years....but no....bad experience from the start get some bells ringing. But they dont want our money....so we find another casino instead. God livechat is importent.....I have been so angry with p2w livechat because nobody told me I had lost internetconnection!!!!!!! they just took forever to answer questions.Never happend to me before.....I do know if no action in the casino logs you off, but not to livechat.

  • As all online casinos in the industry, in order to request a withdrawal, players need to send the necessary documentation.  All online casinos have such requirements in order to prevent identity fraud; we feel sorry you feel frustrated, but this measure is necessary and we cannot be flexible on this since is stipulated on our terms and conditions (as on all online casinos).

    We recommend to have a valid email address in order to keep communication with the player, this is something that should be kept in mind, not only with playing at online casinos, but when opening an account at internet sites - specially money transfers are going to be done.

    We understand the Casino Manager has called you and told you he will take care of this issue personally, and will get back to you once all the documentation is received accordingly and approved.

    Thanks for your understanding.

  • Some casinos wants some documents...some dont!!! as you can read in this forum.

    Subject= no id casinos

    I have no problems providing these documents, not at all. Would just like to know by email as soon as I make a withdraw that you need them. Thats fair enough to prevent fraud.

    My email has been valid all the time and is the same I used when I reg. an account with P2W

    Im NOT frustrated about the documents, but LIVECHAT. Not the first time I have experienced slow communication, without loosing my internetconnection.!!!!!

    The casinomanager called me, yes, and spoke 10 min, 50% I could not understand!!!!, because english is not his native lanquage and I could not get a word in....HE was talking all the time...would not lessen to me at all. Then I got angry and hung up.

    And now Im still waiting to be  approved. You must have a load of withdraws to players, since its taking such a long time.

    Thanks for understanding!!! both ways.

  • The player has requested this withdrawal on the 7th; she was advised about the documents in two opportunities.  Although the player accepted our terms and conditions when she signed up in one of our casinos, she did not send the documents.  By accepting the terms and conditions the player states she is aware what are the requirements the casino has for withdrawals, we cannot be responsible for speculations done by the player.

    Again, we tried to call her and we had no luck.  When we got part of the documentation we saw it was ineligible, and we requested from the player to resend it.  The Casino Manager called her and committed on taking care on her withdrawal personally.  Although she has received all the guarantees that her withdrawal will be paid once the process will be finished, the player kept behaving aggressively on the phone and on chats, even though we still waiting for proper documentation so the process can be finished and the money can be sent.

    We strongly suggest the player to send the documentation so it gets approved and the withdrawal can be processed once and for all.

    Regarding the so-called 'unresponsive chat'; the player has been "out-of-site" for 22 minutes, that means that apparently she was disconnected of the chat or her internet connection was done for such period of time.  Then she went back online, and since the window was already opened, it triggered a chat in our system again, making us think that was she who put the chat on hold.  The Casino Manager called her to apologize, to explain her - based on technical facts - what happened with her Live Chat, and to assure the withdrawal will be completed once the documents will be received and approved.

    Seems to be that bad experience with other casinos have created such level of skepticism in the player, forcing her to take a very inquisitive approach towards our casino when the only thing we are doing is following protocols, which are stated in our terms and conditions, which protect our casinos and our players, and which were accepted by the player.

    Thank you for contacting us, please contact the casino manager for any other inquiry regarding your withdrawal.

  • Im not going to commend any more, because you keep repeting.....end of story.

    I have had no bad experience with other casinos. and sending documents has never been a problem either. 
  • I have been waiting months now for my Withdraw.I sent the documents and was told my funds will be sent to my paypal account.This was over 3 weeks ago.What really stinks is.I lost my daughter right before x-mas and i had to ID her With half her Face missing.I had no money to get casket etc and then outa nowhere i had won over 3,000.00 but was only Able to cash out 1,000.00 of it.I said this must be a gift from Heaven as my Daughter knew i was low on money.So i still await this withdraw that i do not Think i will ever see. I have had 3 casinos not pay out my winnings,its sad becouse i sure can use mine.


  • I have been waiting months now for my Withdraw.I sent the documents and was told my funds will be sent to my paypal account.This was over 3 weeks ago.What really stinks is.I lost my daughter right before x-mas and i had to ID her With half her Face missing.I had no money to get casket etc and then outa nowhere i had won over 3,000.00 but was only Able to cash out 1,000.00 of it.I said this must be a gift from Heaven as my Daughter knew i was low on money.So i still await this withdraw that i do not Think i will ever see. I have had 3 casinos not pay out my winnings,its sad becouse i sure can use mine.


    Hi Cobra,

    My deepest condolences for your loss.

    Please PM me your casino username and lets try get your cashout sorted.
  • Keep as far away from this internet casino as possible. It has taken me almost 5 month now, and still I haven't got my money back.
    To start with, they seemed really nice and helpful, but there was always some demand you have to meet / submit.
    It started even really fine, but after I had actually won some money, and I wanted to cash them out, it was almost impossible. It was funny enough no problem to deposit my money in the first place, and had I just lost all of them, there would never had been a problem, but when I actually won and would withdraw my winnings, they drove me around endlessly. And I could wait several weeks before they called me to explain what happened. And if I was not able to take the call at a random time of their like, i could wait another month before they tried again. I was only told that the call could be within the next month. And if I wasn't able to take it, I would just end up in the back of the line. When I finally got through, they would just tell that they took any winnings back because they do not like people to play on red / black roulette... so now they took my 135 € winnings away...
    Keep as far away as possible!!! The casino always wins ...! And if they for once do not, then they just take back your winnings ;O)
    What a fantastic system, why didn't I think of that... maybe because it is illegal...?

  • Although the player signed up in March, he made his first deposit and wagered until April the 6th.
    2)  In order to request a withdrawal in our casino, as many others, it is necessary to have a withdrawal method available and activated for cash-outs.  The player only activated his Neteller account with us on May 22.
    3)  He sent all the documentation and got approved on June the 3rd, so the request of withdrawal could be processed only when the player fulfilled all the requirements.
    4)  We have been trying to get in touch with the player, and although he always got back to us and was aware of our attempts to reach him, he only agreed to talk to us by chat or email.
    5)  There were two reasons for us to talk to him on the phone, the first one, to verify his account; and the second one to explain him why we would be voiding his 200 Euro in winnings. 
    6)  The player has used a very famous roulette method to cheat on the system, and as stated at the casino’s terms and conditions, we do not allow systems, neither bots. 
    7)  The player knew he did cheat – as he just stated in the post below - and was avoiding our phone calls and ignoring our mails; he just appeared on chat to put pressure on us to pay the withdrawal, and did not accept any of our explanations.
    8)  We did process a refund with all his deposits, the account stills in review for closure. 

  • Dear John,

    I am waiting for my winnings of 2430€ for nearly half a year!
    On June 29, I requested a withdrawal and send my documents on July 1, which were approved on July 31.

    Live support assured me several times they would contact my account manager in order to resolve this, but still nothing happened.

    Please help!


  • Dear John,

    I am waiting for my winnings of 2430€ for nearly half a year!
    On June 29, I requested a withdrawal and send my documents on July 1, which were approved on July 31.

    Live support assured me several times they would contact my account manager in order to resolve this, but still nothing happened.

    Please help!



    Please private message me your casino username. I am in contact with the rep regarding your cashout.

  • Hello LCB,

     

    i'm a german player at play2wincasino and i was stupid enough to deposit there, 

    now i am waiting since 15.04 for a withdrawal of only 200 Euros

    It's not reviewed till now.

    complaints at this Casino are probably useless i guess, or?

     

    is there anything i can do?

     

    regards

     

    julien

  • Hello julien1231994,

    Due to predatory and player unfriendly terms and conditions, along with reports of slow payments and confiscation of winnings, we are placing this Casino on our warning list. LCB members please be aware of this term: All deposits €249 or less have a max withdrawal limit of 10x the deposit amount.

    Please send us your casino username via private message.

  • Hello julien1231994,

    We are still waiting for your credentials. Please send us via private message so we can get in touch with Casino Rep.

    Thanks in advance.

  • Hello julien1231994,

    We will be closing this complaint due to inactivity of submitter.

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