BetPlays Casino - Рахунок гравця було закрито після виграшу.

Hello everyone, for over 6 months I have been trying to get a response from Betplays after they closed my gaming account following some wins at the casino and on sports bets (I had deposited 200 euros, reached over 1100 euros WITHDRAWABLE after months of play). They closed my account and only refunded my initial deposit of 200 euros. Every time I try to log in, I get a message saying "ClientBlocked". I email them every month and get no response. I'm desperate at this point...

Buongiorno a tutti, da oltre 6 mesi sto cercando di avere una risposta da Betplays che mi ha chiuso il conto gioco dopo un po' di vincite al casinò e sullo sport (avevo depositato 200 euro, raggiunto i 1100+ euro PRELEVABILI dopo mesi di gioco), mi han chiuso il conto restituendomi solo i 200 di deposito iniziali. Ogni volta che cerco di fare login mi compare "ClientBlocked", ogni mese cerco di contattarli via mail e non rispondono, sono disperato oramai...

Hello andreac99,

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

Could you please advise if your account is already verified and if yes, since when exactly? Can you please clarify why did you mention that you play sports betting only and now claims to play casino games as well? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? What was the reason the provided at account closure?

Looking forward to your answer.

Regards,

Nick

Thanks for the approval!

• My account was successfully verified at the end of July, as my withdrawal documents were approved at the beginning of August (bank statement, front and back of ID card & credit card, selife with ID card in hand)
• I mainly played sports betting (since I selected that welcome bonus) and made plays at the live casino (I would like to be more precise but having blocked access to the site without even being able to verify the transactions for months does not allow me to be)
• My winnings come from both the welcome bonus rollover and playing with real money from my first deposit
• On August 15th the game account blocking email arrived, in which they say they had violated rule 3 and 9 of their site by posting this URL in the email (which doesn't work!) https://www.betplays.com/Rules/en /17252/General-Terms-and-Conditions/
• I immediately reply that I don't understand why, having done nothing other than play normally, and to explain precisely what happened, and if they wanted to close my account they should at least give me the money back into it. ZERO responses from then on. I tried to contact them again on August 22nd, September 13th, November 11th, January 8th, April 16th via live chat (saying they would reply via email shortly.... 2 months have passed).

The fact of having completed the bonus rollover and having requested a withdrawal creates problems for him, if I had lost everything there would have been nothing. If you win, it's a different story, account blocked and no communication...

Grazie per l'approvazione!

• Il mio account è stato correttamente verificato a fine luglio, come sono stati approvati i miei documenti per il prelievo i primi di agosto (estratto conto, fronte retro carta d'identità & carta di credito, selife con la carta d'identità in mano)
• Ho giocato principalmente a scommesse sportive (poiché ho selezionato quel bonus di benvenuto) e effettuato giocate al casinò live (vorrei essere più preciso ma avermi bloccato l'accesso al sito senza neanche poter verificare le transazioni da mesi non mi consente di esserlo)
• Le mie vincite sono derivanti sia dal rollover del bonus di benvenuto, che giocate con i soldi veri del mio primo deposito
• Il 15 agosto è arrivata la mail di blocco conto gioco, in cui dicono di aver violato la regola 3 e 9 del loro sito postando questo URL nella mail (che non funziona!) https://www.betplays.com/Rules/en/17252/General-Terms-and-Conditions/
• Gli rispondo immediatamente che non capisco il motivo non avendo fatto altro che giocare normalmente, e di spiegarmi precisamente cosa è successo, e se volessero chiudermi il conto dovrebbero almeno ridarmi i soldi dentro. ZERO risposte da lì in poi. Ho provato a ricontattarli il 22 agosto, 13 settembre, 11 novembre, 8 gennaio, 16 aprile via live chat (dicendo che mi avrebbero risposto via mail a breve.... sono passati 2 mesi).

Il fatto di aver completato il rollover del bonus e aver richiesto un prelievo gli crea problemi, se avessi perso tutto non ci sarebbe stato nulla. Se invece vinci, è un altra storia, blocco del conto e nessuna comunicazione...

Hello andreac99,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear andreac99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good morning, I apologize for the delay but I didn't receive the notification of the first reply. I proceeded to send the conversation to the requested email address, thank you again and wish you a good day!

Buongiorno, chiedo scusa per il ritardo ma non mi era arrivata la notifica della prima risposta. Ho proceduto a mandare la conversazione all'indirizzo mail richiesto, vi ringrazio ancora e vi auguro una buona giornata!

Hello andreac99,

Thank you for the information provided. As it is unclear by which term did the casino decide to block your account and confiscate your winnings, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Please keep in mind that if the reason was anyhow related to sports betting, the complaint will be closed as we deal only with casino issues.

Regards,

Nick

Hello andreac99,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BetPlays Casino to join the conversation.

Dear BetPlays Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Dear Michal,

We have sent you an email with an explanation and evidence.

Best Regards,

BetPlays Team

Thank you for your emails and the evidence, BetPlays Team.

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in quick succession one after another from the same or very similar IP address, same device (same device ID), and engaging in the same or very similar gameplay and claiming the same bonuses. Under these circumstances, I will not be able to help you with this, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 3. and Rule 16, as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru