APlay Casino - Player's account was closed without a refund.

Hello, I had a very unpleasant experience with this casino. I briefly registered and received a bonus for the first deposit, played it for a few days and finished it, then I verified my account and ordered a withdrawal. 2 days later all my balance disappeared and I received an email that I have violated their rules and in particular rule 2.5 and without giving me more information or proving these allegations deleted my balance of 5300 euros. after 2 days I received my deposit back. this is briefly the case.Please help me to collect the profit earned honestly and according to the rules of this fraudulent casino.

Dear mitko78, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino is referring to this term?

"2.5. You are solely responsible for your account details. This includes but is not limited to the username and password and/or any other means to access your account via the respective website. In the case there is a suspicion that such information has been compromised, you must inform us about it and take proper actions to prohibit or prevent any unauthorised access to any part of your account or funds."

Are you aware of breaching the terms mentioned in the casino’s email? Have you ever shared your account information, or let anyone else use your account?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.  (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

hi,it is 2.5 from betting terms:2.5. The company reserves the right to close the game account and cancel all bets made on this account, if the company determines that:

- at the time of betting the client knew the outcome of the event;

- the client was able to influence the outcome of the event, being a direct participant (athletes, referees, coaches, etc.) or a person acting on their behalf;

- bets were made by a group of betting partners acting in concert (by a syndicate) in order to exceed the limits set by the company;

- the client has several gaming accounts (multiple registration);

- the client is suspected of using special software or hardware to automate the betting process;

- any dishonest methods of obtaining information or circumventing restrictions established by the company were used by the client.

They use that terms to cancel all my bets without any proof that i broke that terms.PLEASE HELP ME.

Thank you for your reply, mitko78. Maybe I have missed something, but I haven't found this term in the T&Cs. Would you be so kind and post here the link to the T&Cs where this term is mentioned?

Also, could you please forward me all the existing communication between you the casino? Thank you in advance.

https://aplay.casino/en/info/termsofbetting

hi,it is the email which nitify me about the reason of my balance cancelation ,but it is in bulgarian because they have bulgarian man in their support team.

Thank you very much mitko78 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear mitko78,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite APlay Casino to join this conversation.

Dear APlay Casino,

Could you please clarify the situation and specify which part of rule 2.5 from Betting Terms has been breached? You can forward any relevant proofs to my e-mail address andrej.p@casino.guru (or you can post the information here).

these fraudsters will not answer

Dear mitko78 and Casino Guru Team,

We are sorry that you have received such an unpleasant experience in APlay casino.

Furthermore, we'd like to say sorry that you've had to wait so long while we discussed this case with our security and law departments.

Unfortunately, we have good reason to believe that you've used unfair strategies and abused bonuses. Every such case we esteem on individual basis and casino's administration can take measures against each individual player, specifically: delete, cancel all existing bonuses and bonus wins and immediately block player's account.

As we have already informed you previously in a personal letter, in your specific case we are guided by paragraph 2.5 of the betting rules, and also by paragraph 29.1 of the casino's main rules.

Unfortunately, our decision to decline you in granting a bonus is final, and we are not going to reconsider it. Your deposit has already been returned to your account.

Best regards,

APlay

Thank you, APlay Casino, for the reply. Please provide evidence that would support your claims against mitko78. You can forward the information to andrej.p@casino.guru.

hello again,can you belive?"we have good reason to believe that you've used unfair strategies" IT IS NOT A PROOF .By that logic, any casino can cancel any bonus when the player have win,and what a unfair strategy means,every player have a strategy how can win,what is unfair strategy,i have a lot of bets,mybe over 70-80,how i can win to unfair way in this many bets,if the problem was in one bet and one game there is some kind of logic but we talking about over 60 bets.This casino lost money from my bonus win and that is the only reason to cancel my bonus,which is mean that APLAY CASINO IS FAKE

Dear Player and Casino Guru Team,

We're sorry to keep you waiting and we're sorry that you are disappointed, but sometimes we have to take measures that our clients can disagree with.

Now we have sent an explanation of this case to andrej.p@casino.guru 

Don’t hesitate to contact us back if you have any questions.

Best regards,

APlay Casino

hello,I urge Andrej to publish this explanation here because I'm sure there will be general talk again without anything concrete as evidence for any fraud on my side

Thank you, APlay Casino, for providing an explanation via e-mail. Please note that I’ve replied to your e-mail.

Dear mitko78,

Unfortunately, I cannot disclose any information that has been shared between the casino and Casino Guru in a private conversation as the information is considered strictly confidential. I apologize for the inconvenience. I’ll keep you posted on any updates.

I still waiting any proof of my fraud activity ???

Dear mitko78,

Please be informed that we’ve received a more detailed explanation from the casino team, however, we’re still waiting for them to clarify a few details.

I’ll keep you posted on any news.

Dear mitko78,

We were informed by the casino representative that the reason why your winnings were confiscated is exclusively related to sports betting.

I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. We don’t have a branch dealing with sports betting yet. I can continue in communication with the casino on your behalf and try to get some more information, but at the same time, I’m forced to reject your complaint.

I can suggest two websites that do deal with complaints related to sports betting:

https://www.osga.com/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue.

If it’s convenient for you, we can continue our communication through e-mails. My e-mail address is andrej.p@casino.guru.

Thank you for your understanding.

Dear mitko78,

As explained earlier, we will now close this complaint as ‘rejected’. I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with an online casino. We will try our best to help.