FuturePlay Casino - A conta do jogador foi encerrada devido a problemas de verificação.

Hello,

I played on the site and won $11,700. For the deposit, I used a welcome bonus with 220%.

When it came to the withdrawal, I had to verify my account. I uploaded all the required documents. Unfortunately, I couldn't change my birth date as it was already filled in. Because of this, they have now locked my account. Please help.

Hallo,

ich habe auf der Seite gespielt und 11700 Dollar gewonnen. Für die Einzahlung habe ich einen Welcome Bonus mit 220% benutzt.

als es um die Auszahlung ging musste ich mich verifizieren.Ich habe alle Dokumente hochgeladen die erforderlich waren. Leider konnte ich meinen Geburtsdatum nicht ändern, da es schon ausgefüllt war. Aufgrund dessen haben die mir jetzt meinen Account gesperrt. Bitte um Hilfe

Hello Hido,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FuturePlay 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? Did you enter the wrong birth date during the verification or what do you mean by changing it?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

The verification problem has been going on since August 8th, 2024. I can't tell you which documents have already been approved because I no longer have access to my account. The last time I spoke to the casino was today. I couldn't enter anything in the field with my date of birth because it already had an unknown date in it. I didn't violate any bonus conditions! Support just forwarded it and promised to get back to me, but I haven't received a response yet. And today my account was blocked.

Greetings Hido

Hallo Nick,

das Verifizierungsproblem läuft seit dem 08.08.2024 .welche Dokumente bereits freigegeben worden sind kann ich ihnen nicht sagen, weil ich keinen Zugang mehr zu meinem Account habe. Das letzte mal habe ich heute mit dem Casino gesprochen. Bei dem Feld mit dem Geburtsdatum konnte ich nichts eintragen, da bereits ein mir unbekanntes Datum drin stand. Ich habe gegen keine Bonusbedingungen verstoßen! Der Support leitet es nur weiter und verspricht mir sich zu melden, aber ich habe bis heute keine Antwort erhalten. Und heute wurde mein Account gesperrt.

Gruss Hido

Hello, I contacted the casino again and have now received the money! Thank you very much for your effort

Hallo, ich habe mich nochmal mit dem Casino in Verbindung gesetzt und habe jetzt das Geld bekommen! Vielen Dank für ihre Mühe

Dear Hido,

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

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

Best regards,

Casino.Guru