Oneplay Casino - Spelarens konto stängs utan motivering.

Hello angeltito1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Oneplay Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please if possible, forward those screenshots to nikolas.b@casino.guru as they seem to be in unreadable format here.

Looking forward to your answer.

Regards,

Nick

Good morning Mella,

I just sent an email to attaching the evidence that I consider necessary so that you can get an idea of what happened.

My account was verified on September 28th at 0:43 . I was able to play without any problems.

The ones I uploaded that day, DNI + Debit Card with which I made the deposits in that casino and I also requested the withdrawal of balance from it.

They asked me for additional documentation. I sent them this documentation + a bank certificate showing the charge of one of my One Play Casino deposits on my account.

I was subsequently blocked temporarily and completely unilaterally without any explanation as to why this was done.

The last time I dealt with them I was sending my documentation again but in jpg format instead of pdf, except for the bank certificate which came in pdf with a digital signature from the director of my bank branch. To send it in jpg I took a screenshot.

Thank you for your attention and I look forward to hearing from you.

Angel

angeltito1

Buenos días Mella,

Acabo de mandar un mensaje de correo electrónico a nikolas.b@casino.guru adjuntando las pruebas que considero necesarias para que podáis haceros una idea de lo sucedido.

Mi cuenta fue verificada el día 28 de septiembre a las 0:43 horas. Pude jugar sin problemas.

Los que subí en ese día, DNI + Tarjeta de débito con la que hice los depósitos en ese casino y también solicité a ella la retirada de saldo.

Me solicitaron documentación adicional. Les remití dicha documentación + un certificado bancario en el se apreciaba el cargo de uno de mis depósitos de One Play Casino en mi cuenta.

Posteriormente me bloquearon de manera temporal y de forma totalmente unilateral sin dar explicación de las razones por las que se actuó así.

La última vez que traté con ellos fue remitiendo nuevamente mi documentación pero en formato jpg en vez de en pdf, excepto el certificado bancario que venía en pdf con firma digital de la directora de mi sucursal bancaria. Para enviarlo en jpg efectué una captura de pantalla.

Gracias por atenderme y quedo a la espera de respuesta.

Ángel

angeltito1

Hello once again,

Today is September 30th and I have sent this email to One Play Casino Customer Service. I leave the text.

" Request for explanation regarding the blocking of my user account

Dear GAMES ONLINE 7J,

As of September 30, I have still not received an explanation from you regarding the blocking of my user account at your online casino One Play Casino. As you well know, my account contains €349 obtained legally that is my property and which, to date, I have not been able to access.

I have submitted all the required documentation and, in order to make the verification process even easier for you, I have attached an additional document that proves both my identity and the origin of the funds I use to enjoy your services. Despite this, my account remains blocked, and I have not received any justification from you as to why, after verifying my account, you have decided to restrict my access.

I have never experienced a similar situation before, and it is difficult to understand that, in the 21st century, this type of incident occurs without a clear explanation and without respect for the rights of the user. I am attaching the documentation that confirms what has already been mentioned and I request, once again, that you offer me an immediate and justified response to this matter.

I await a prompt resolution.

Sincerely,

Angel"

Hola una vez más,

Hoy es día 30 de septiembre y les he mandado este mensaje de correo electrónico al servicio de Atención al Cliente de One Play Casino. Dejo el texto.

"Solicitud de explicación sobre el bloqueo de mi cuenta de usuario

Estimados señores de GAMES ONLINE 7J,

A día 30 de septiembre, sigo sin recibir una explicación por su parte respecto al bloqueo de mi cuenta de usuario en su casino online One Play Casino. Como ustedes bien saben, en mi cuenta figuran 349 € obtenidos lícitamente que son de mi propiedad y a los cuales, hasta el momento, no he podido acceder.

He remitido toda la documentación requerida y, con la intención de facilitarles aún más el proceso de verificación, he adjuntado un documento adicional que acredita tanto mi identidad como la procedencia de los fondos que utilizo para disfrutar de sus servicios. A pesar de ello, mi cuenta sigue bloqueada, y no he recibido ninguna justificación por parte de ustedes sobre por qué, después de verificar mi cuenta, se ha decidido restringir mi acceso.

Nunca antes había experimentado una situación similar, y resulta difícil de entender que, en pleno siglo XXI, se presenten este tipo de incidentes sin una explicación clara y sin respeto por los derechos del usuario. Adjunto nuevamente la documentación que confirma lo ya mencionado y solicito, una vez más, que me ofrezcan una respuesta inmediata y justificada a este asunto.

Quedo a la espera de una pronta resolución.

Atentamente,

Ángel"

Good morning again,

Please do not process my complaint. I have received the following email from One Play Casino Customer Support.

"Dear Angel,

As we indicated in the previous email, the account was provisionally suspended by the risk department, pending verification and review of the account. This is a normal process with the player's first withdrawal and is covered by the right that Oneplaycasino.es has as an operator to carry out a complete verification of the identity of the account holder in order to detect and avoid possible cases of fraud, such as identity theft, etc. In other words, the protocol is followed for the safety of our players and Oneplaycasino, as an operator.

You can see this and the rest of the operator's rights and obligations at the following link: https://oneplaycasino.es/actuales-terminos-condiciones.

That being said, we inform you that in order to complete this procedure, we need to make a verification call to your game account tomorrow, Wednesday, October 2nd, so please indicate a preferred time and contact phone number and we will try to accommodate it.

Sincerely,

The customer service team"

I repeat, do not process my complaint and I take this opportunity to thank Casino Guru for having attended to me so well and apologize for the inconvenience caused Mella.

Angel

Buenos días nuevamente,

Por favor, no tramitéis mi queja. He recibido el siguiente email de Atención al Cliente de One Play Casino.

"Estimado Ángel,

Tal como te indicamos en el mail anterior, la cuenta fue suspendida cautelarmente por el departamento de riesgo, a la espera de hacer una verificación y revisión de la misma. Éste, es un proceso habitual con la primera retirada del jugador y está amparada en el derecho que asiste a Oneplaycasino.es como operador, de realizar una verificación completa sobre la identidad del titular de la cuenta de juego para detectar y evitar posibles casos de fraudes, como usurpación de identidad, etc es decir, el protocolo se sigue por seguridad de nuestros jugadores y de Oneplaycasino, como operador.

Puedes ver éste y el resto de derechos y obligaciones del operador en el siguiente enlace: https://oneplaycasino.es/actuales-terminos-condiciones.

Dicho lo anterior, te informamos que para completar dicho procedimiento, necesitamos hacer una llamada de verificación de tu cuenta de juego mañana, miércoles 2 de octubre, por lo que, rogamos nos indiques un horario y teléfono de contacto preferibles e intentaremos adaptarnos a él. 

Atentamente,

El equipo de atención al cliente"

Repito, no tramitéis mi queja y aprovecho para dar las gracias a Casino Guru por haberme atendido tan bien y disculpad las molestias ocasionadas Mella.

Ángel

Dear Angeltito1,

Could you please confirm whether you attended the verification call? Additionally, would you like to keep the complaint open, or would you prefer to close it now that it appears the casino has made progress?

Please let us know at your earliest convenience.

Best regards,

Nick

Yes, I made the verification call.

They gave me access and I was able to withdraw my money from the balance without any problems.

Please CLOSE MY COMPLAINT (do not process it), BECAUSE THE PROBLEM HAS BEEN SOLVED.

Thank you very much and best regards,

Angel

Si, hice la llamada de verificación.

Me dieron acceso y pude retirar mi dinero del saldo sin problemas.

Por favor, CERRAD MI QUEJA (no la tramiteis), PORQUE SE HA SOLUCIONADO EL PROBLEMA.

Muchas gracias y un cordial saludo,

Ángel

Dear angeltito1, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru