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Hi hjbernd - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Hi hjbernd,

I've spoken to Play.Casino who have informed me that they've reinstated your balance. However, they've also described your recent activity patterns and they are highly unusual, bearing significant similarities to those of users engaged in payment fraud. As such it's likely that Play.Casino are going to require full verification of your account.

Once you have complied with the required verification process and withdrawn your funds I'd appreciate it if you could confirm receipt.

Thanks,

ThePOGG

Hi hjbernd,

Have you managed to successfully verify your account?

Thanks,

ThePOGG

Sorry,
dear Sir or Madam,
being too sick to go through the trouble with Play.Casino, at least I should have written much earlier to you to wholeheartily thank you  for your kind help. You did a great job solving my problem: The money is there; now I have to get it into my bank account. At the moment the casino only offers methods of payment not supported by German banks. I’m not overly optimistic, but if I succeed, I will let you know.
Until then, again: Thank you very much.
Kindest regards,
[EDIT]

Dear Sir or Madam,

nothing is settled, sorry.
The funds were in my account, but Play.Casino only offered ways of payment not supported in Germany. I wrote an e-mail on May 26, without response. 
Today, I was prevented from logging in by an pop up window: “Play.Casino does not accept players from Germany”.

My account balance was set to 0!

I don’t know what to do with this casino!

Kind regards,
[EDIT]

From: [EDIT] 
Sent: Friday, May 26, 2017 1:28 PM
To: PlayCasino Support 
Subject: Cashout transfer

Dear Sir or Madam,

 

 

preparing to withdraw I read your statement “We only allow cashout through payment systems you previously used for deposit. “ 

Unfortunately, that is not the case. You only let me choose between Accentpay und Trustly. Neither is supported by my bank (nor by any bank in Germany, as far as I can see).

Of the options listed I could use MasterCard or Skrill; could open an account with Neteller, I guess. But none of these is clickable. So, at the moment, I cannot cash out.

 

What, please, would you suggest to solve this problem?

 

 

Regards,

[EDIT]

 

User name: [EDIT]

Hi hjbernd,

I've spoken to Play.Casino regarding this issue and they inform me that they are still waiting on you to provide verification documentation before they can deal with your payment. You need to provide them:

- Government issued ID (passport/driving license)
- A photo of yourself holding your ID next to your face
- A utility bill or bank statement issued within the last 3 months
- An account statement showing the payment made to your Play.Casino account

If you could copy webmaster@thepogg.com into the email when you send it to the operator we'll revert to the operator at that point to confirm receipt.

Thanks,

ThePOGG

Dear Sir or Madam,

this is ridiculous! I provided all those ndocuments half a year ago already!
Nevertheless, I'll upload them - updated - again, if I can access the casino's website, AND submit them by email.
Now, what will they demand in order not to pay out?

Kind regards,
[EDIT]

Hi hjbrend,

To be frank, your activity with this site has been in the 'highly suspect' category. That doesn't mean you've done anything wrong, but it does mean that the operator is justified in suspecting that the name registered on this account is not that of the person actually operating the account.

I can confirm that Play.Casino have received your documentation. Their final requirement is a selfie photograph of yourself holding your ID with a piece of paper note saying 'Hi Play.Casino'. If you can copy us in again we'll confirm receipt and follow-up by ensuring payment.

Thanks,

ThePOGG

Dear Sir or Madam,

to be frank, I can’t see what makes me a suspect. I fulfilled every requirement, followed the rules. It’s the casino that changes the rules. Now the – before approved – portrait isn’t good enough, it must be one with a note.
Due to a broken thigh I won’t be able to go to a photographer for several more weeks. Should I decide to spend more money on an additional photo that will be rejected, I shall come back to you and the casino then.
Thank you.
[EDIT]

Hi hjbernd,

I'm not about to explain to you why your activity raises fraud/money laundering/identity theft concern, but having reviewed your activity I would agree with the operator's concerns. 

I've explained the requirements to you, if you choose to comply with them we'll pursue the issue. If you don't, there's nothing further we can do for you.

Finally, to be clear, no-one's asked you to get professional photographs taken. Any camera that can take a clear photo of you will do. A phone, a web camera, a digital camera - any of these will do the same job without the need for a trip out the house or a fee.

ThePOGG

This player has engaged in activity of a suspect nature and failed to comply with a simple verification procedure.

Hello!
 
 I'm not sure whether this is the casino in question, but Play.Casino is not on the list.
 
 Lured by the good rating on another website, on September 7, 2016, I deposit 300 Euro at „Play.Casino“ and managed to win 104 Euro at a roulette table. On attempting withdrawal I learned that they demand various PHOTOS, but I don’t own an electronic camera.
 
 On September 30, 2016 my cashout application was marked “discarded” by the casino and my account set to 0 Euro.
 Not knowing that, on December 22, I paid a professional photographer and submitted the photos required, which were approved. But my account balance stayed at 0 Euro.
 
 Subsequently, I sent six e-mails asking the casino to unfreeze my account or let me know, what I had to do to that effect. (Some I wrote via the contact form on the website; copies of those I saved please find below.) I wrote in German and English, I wrote polite and impolite, but received no response. They simply kept mum, kept my deposit, kept my win.
 
 While I’m prepared to waive the win, I would very much appreciate any help you can give in recovering the deposit.
 
 Kind regards,
 
 [EDIT]
 
 From: [EDIT]
 Sent: Monday, December 26, 2016 5:39 PM
 To: support@play.casino
 Subject: Re: [PlayCasino Support #SCU-399-56589]: withdrawal
 
 Dear Sir or Madam,
 
 no response to my email regarding this matter, so I try again:
 
 My withdrawal request was “discarded”, but the account balance is 0 Euro.
 
 Do I have to do something to get the funds back into my casino account?
 
 A reply would be appreciated.
 
 Regards,
 
 [EDIT]
 
 
 
 
 
 
 
 From: [EDIT]
 Sent: Wednesday, December 28, 2016 10:20 PM
 To: support@play.casino
 Subject: Wo ist das Guthaben?
 
 Benutzername: [EDIT]
 
 
 Sehr geehrte Damen und Herren,
 
 keine Reaktion Ihrerseits auf zwei E-Mails in dieser Angelegenheit, also versuche ich es unbeirrt ein drittes Mal:
 
 Mein Auszahlungsantrag hat den Status “discarded”. aber der Kontostand beläuft sich auf 0 Euro!
 
 Wann werden Sie endlich das Guthaben zurückbuchen auf mein Kasino-Konto? Oder muss ich etwas tun, um das Geld aus dem Nirwana zu holen?
 
 Für eine Antwort bin ich dankbar.
 
 Mit freundlichen Grüßen
 
 [EDIT]
 
 
 
 
 
 
 
 From: [EDIT]
 Sent: Saturday, December 31, 2016 1:57 AM
 To: PlayCasino Support
 Subject: Where ís my money?
 
 What on earth does one have to do to get a response from this support?
 Three emails regarding this matter – no reply; no action having been taken.
 
 The issue:
 My account balance is 0 Euro, while it should be 407 Euro.
 Will you pleae either transfer the funds from th discarded cashout back into my account or process the withdrawal?!
 
 Regards,
 [EDIT]
 
 User name: [EDIT]
 
 

Play.Casino - No response

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