Betandplay Casino - Player’s deposits have discrepancies.

Hi in February 2024 I deposited numerous times and noticed a couple of the transactions stated pending - I queried and got told it would come right - had to wait for my 3 month statement to check and $3450 came out of account and only $3250 got credited to my casino account - I sent bank statement to them they said that wasn’t enough that I needed all of the numbers that are in the banking back office. Got that and forwarded the spreadsheet to them and a week later have heard nothing back.

Dear cameronccte,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Please forward your payment receipt and bank statements to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

It appears to be a common complaint with this casino and the other day when someone looked into it they tried to retake 2 other pending trabsactions it says are pending on my casino transaction history - the extra one has an extra digit where they have confirmed the payment for it so it’s not lost just stolen and I would say they get away with doing it often - it really needs fraud investigating. Thanks anyway though.

Hi cameronccte,

• Please forward your payment receipt and bank statements to petronela.k@casino.guru. 

Thank you.

Dear cameronccte,

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.

I have emailed the statement to the email address you gave the casino don’t give a statement

You can see transaction 24258 has been debited twice with a different reference number

Hi cameronccte,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded.

Thank you.

Hiya

Sure I will email them to you

thanks Tracey

Hi cameronccte,

I apologize if you feel reluctant to provide the requested bank statements, but they are crucial for us to verify whether the money was returned to your bank account or not.

To move forward with resolving this matter, please send the requested documents to petronela.k@casino.guru at your earliest convenience.

Thank you.

why can't they provide that ?

Hi cameronccte,

Only you can provide bank statements as supporting evidence that you sent the funds to the casino and never received a refund.

Thank you.

Ok but I have provided a few days ago thanks

Hello cameronccte,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

No worries we all need holidays sometimes🙂

Thank you very much, cameronccte, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, cameronccte,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Betandplay Casino team,

Could you please look into the user's problem and provide us with the results of your investigation? What does the difference (between the transactions to the casino and the actual credited amount to the casino account) represent?

In case the casino needs anything else to review the matter sufficiently on its side, please inform us what exactly the complainant should provide and where it should be sent.

Thank you🙂

Hello,

apologies for the late response.

After checking all correspondence via chat and email and checking the player account and all transactions, we still would need a full bank statement from February 12th until April 30th.

While writing this, an email was sent out with the requested document for further review and investigation.

We try our best to solve this issue.

Thank you,

The Management Team

Are you able to send them copies of that the reason I did not send it was because they requested it for a different account that was not the one with any discrepancies.

I have sent them through now so don’t worry

Hello,

documents received and with the relevant department now for further investigation.

Thanks,

The Management Team

Thank you for your replies and updates, guys.

Dear Betandplay Management Team,

Feel free to let us know about the results of the investigation.

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

here is the official answer from our relevant team from Tuesday, 06.08. - 08:47

"The deposit has been confirmed here and funds placed on account. "

Player was informed at Tuesday 11:45.

The case is therefore closed from our end.

Best regards,

The Management Team

Thank you very much for the update!

Dear cameronccte,

Can you please provide us with an update on your side? Do I understand correctly that the casino detected a missing deposit(s) and credited it(them) to your casino account balance? If so, can I consider the matter resolved, or, is there anything else we can help you with?

Yes the casino has fixed the problem a little disappointed that no current promotions were added with the balance being added to my account however this is from other peoples reviews a common occurrence and I doubt many go through the lengthy process it was to get it resolved I think that authorities should be investigating further as the way it was removed from my account was to me looked to be a deliberate way of debuting 1 transaction twice and hope no one notices - it’s theft by dishonesty and a criminal matter but thank you for assisting to get it resolved as I had attempted and was getting nowhere 🙂

What great news!

Thank you, cameronccte, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for your claims - I would only like to put it into perspective. Transactions to/from online casinos go through different and several payment systems, 3rd party providers/processors, and there also could have been a technical issue or the problem could have occurred only on your account, as a one-time issue. Therefore, I would not call it a theft or a criminal - too "strong" words to name something that we do not know more details about and that could have been out of the casino's power to influence, or it even could not have been an issue on its side at all.

Promotions - it is basically solely up to the casino if they provide any player with a bonus or not. Casinos have the right to refuse to provide bonuses or stop providing/giving bonuses to any player at any time because it is free money given by casinos on top of the players' deposits. Therefore, unfortunately, we cannot do anything if a casino decides to not provide a player with a bonus (free money).

I sincerely hope that it helped you to better, more objectively understand the situation and circumstances, knowing a little more about the processes.

Thank you, Betandplay Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru