Betandplay Casino - Player claims wager limit was improperly removed.

Dear Casino Guru Complaints Team,

I am writing to formally submit a complaint against BetAndPlay Casino regarding a violation of their own Terms of Service (TOS) in relation to wager limits.

Issue Description:

I had a wager limit set on my account, which, according to BetAndPlay’s TOS, should only be increased after email confirmation and after the previous limit of the same type expires.

Their TOS explicitly states:

"Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions."

Despite this clear policy, I was able to remove my wager limit instantly, without any delay or confirmation process, which directly contradicts their responsible gaming policies. As a result, I lost €3,900 that I otherwise would have been restricted from wagering.

Steps Taken:

I contacted BetAndPlay’s support team to raise this issue and request an explanation/refund. Their response was:

"a removal is a removal and would be instantly removed"

This response is problematic for two reasons:

• It contradicts their own TOS – An increase (or removal) of limits should only take effect after confirmation and after the previous limit expires.
• It undermines responsible gambling protections – The stated purpose of the rule is to prevent impulsive decisions, yet they allowed an immediate removal, leading to substantial financial loss.

Request for Resolution:

I request that BetAndPlay:

• Acknowledge that the immediate removal of my wager limit was a breach of their TOS.
• Provide an appropriate refund or compensation for the amount lost due to this policy failure.
• Ensure proper enforcement of responsible gaming policies to prevent this from happening to other players.

I would appreciate your assistance in escalating this issue and holding BetAndPlay accountable for their failure to comply with their stated responsible gaming policies.

Please let me know if you require any additional documentation or evidence to support my claim.

Thank you for your time and support.

Best regards,

Frederik

Dear axed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

What was the specific wager limit you had set on your account prior to its removal?

Additionally, when was this limit originally established?

Do you have any documentation or screenshots that show the wager limit before it was removed, as well as any communication with the casino regarding this issue?

Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear Dominika,

I have sent you an email with all the requested details and supporting evidence. Please confirm once you have received it.

I appreciate your assistance and look forward to your support in resolving this issue.

Best regards,

Frederik

I would like to clarify an important aspect of my complaint in this thread too.

The reason I set a €1 wager limit instead of using self-exclusion was because self-exclusion or a timeout would have locked me out of my account completely, preventing me from accessing it. I expected the limit to be enforced properly, based on BetAndPlay’s responsible gambling policy.

Their Terms of Service explicitly state:

"A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions."

Since removing a wager limit allows for unlimited betting, it is functionally an increase in allowed wagering. The fact that increases require a waiting period and confirmation led me to believe the same would apply to removals. Instead, my limit was removed instantly, contradicting the expectation set by their own responsible gambling policy.

Additionally, every other Curaçao-licensed casino I have played at enforces a 24-hour timeout after a wager limit removal. This gave me a reasonable expectation that BetAndPlay would follow the same industry standard. Their failure to do so was misleading and directly led to my loss.

Since BetAndPlay provides gambling services to EU players, they must comply with EU consumer protection laws, including Directive 93/13/EEC on unfair contract terms.

• Article 3 states that a contractual term is unfair if it causes a significant imbalance between the consumer and the business. Allowing instant removals while enforcing delays on increases creates an unfair advantage for the casino.
• Article 5 states that if a contract term is unclear, it must be interpreted in favor of the consumer. Their Terms of Service do not explicitly define how wager limit removals work, making the policy unclear.

I have provided a comprehensive email to you, Dominika, and await further updates.

Dear axed, did you receive an email confirmation about your limit removal or not?

The casino stated your wager limit was removed on February 26, but it's unclear if this occurred immediately after your request.

Additionally, the amount of wagering limit you set is not mentioned anywhere.

Dear Dominika,

Thank you for your response. I would like to clarify the points you raised and reference the additional details I provided in my previous email regarding the differences between Rocketplay and BetAndPlay's responsible gambling enforcement.

1. Confirmation of My Wager Limit (€1 per day)

• I do not have direct video proof of setting the €1 wager limit, but I requested all my live chat transcripts, including confirmation of my wager limit, through a GDPR request on February 27. BetAndPlay has yet to provide these records despite their legal obligation to do so.

1. Did you receive an email confirmation about your limit removal or not?

• I DID NOT

1. It's unclear if this occurred immediately after your request.

• I requested the removal at 23:16 CET 26/02
• In the video "video of livechat after loss.mp4" - you can see my bet history confirming I was able to bet immediately after. - check the other videos where the confirmation of limit set and removed timestamps
• my daily wager limit was applied at 02:29 CET on the 24th, it should have remained in place until at least 02:29 CET on the 27th - the bet history again confirms I could place all the bets I wanted between 23:16 CET 26/02 and 02:29 CET 27/02 - I quote the TOS: "however an increase may only occur after email confirmation and only after the previous limit of the same type expires"
• I DID NOT receive any email confirmation NOR DID the limit get removed after the previous limit would end on 02:29 CET 27/02 - It was removed immediately!

As I explained, my standard practice across all casinos is to set a €1 wager limit because:

• It prevents me from placing high bets while allowing me to retain access to my account for withdrawals.
• A self-exclusion or cooling-off period would have locked me out entirely, which was not my intention.

1. Contradiction Between Rocketplay and BetAndPlay Responsible Gambling Enforcement

• In my email yesterday, I provided a detailed comparison between Rocketplay, which I have used before BetandPlay, both of which operate under Dama N.V. and have the exact same responsible gambling TOS wording:

Rocketplay TOS:

"Limits can be amended any time. A decrease in the limit will take effect immediately. However, an increase may only occur after an email confirmation and only after the previous limit of the same type expires — in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits, please contact our support team at support@rocketplay.com"

BetandPlay TOS:

"Limits can be amended at any time. A decrease in the limit will take effect immediately, however an increase may only occur after email confirmation and only after the previous limit of the same type expires, in order to avoid rash decisions. If you require further information or assistance regarding Personal Limits, please contact our support team at support@betandplay.com"

Despite this, Rocketplay enforces a 24-hour waiting period and email confirmation for limit removals, while BetAndPlay processed my request instantly, without confirmation or delay. This inconsistency raises serious concerns about the enforcement of responsible gambling measures and creates an unfair disadvantage for players on BetAndPlay. - check the video proof I sent to you on email yesterday

Breach of EU Consumer Protection Regulations

As BetAndPlay (Dama N.V.) provides services to EU players, their lack of a clear policy on wager limit removals falls under Directive 93/13/EEC on unfair contract terms:

• Article 3 – The inconsistent enforcement of responsible gambling limits creates an unfair imbalance between the player and the casino.
• Article 5 – If contract terms are unclear, they must be interpreted in favor of the consumer. Since BetAndPlay and Rocketplay have identical wording but different enforcement, this rule applies directly.

Request for Resolution

• BetAndPlay has not provided my requested GDPR data, which would confirm my wager limit settings.
• The inconsistency between BetAndPlay and Rocketplay's policies shows that BetAndPlay had the ability to enforce a waiting period but chose not to.
• Since their Terms of Service do not explicitly define how removals should be handled, and a sister casino under the same company enforces a waiting period, BetAndPlay should be held accountable.

Given these factors, I request that BetAndPlay be held responsible for misleading responsible gambling practices and that I be compensated for the €3,900 lost due to this policy failure.

Please let me know if you require further clarification. I appreciate your time in reviewing this matter.

Best regards,

Axed

Dear axed, it's important to understand that there are no standardized rules dictating how responsible gaming tools should operate across all casinos. Each casino has the discretion to tailor these tools to fit their policies and operational structures. While I acknowledge that your wager limits functioned correctly while they were set, it's crucial to highlight that the casino is not obligated to adhere to a specific protocol unless clearly stated in their terms and conditions. In an ideal world, it would certainly be beneficial for casinos to implement an additional waiting period or a clear process for altering these limits. However, unless the casino explicitly defines such a period in their Terms, we don't have a solid ground to stand on regarding your expectations.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.