The player from Germany reported that when her balance reached 1000 Euros, the game malfunctioned, preventing any input. After restarting her phone, she discovered that her balance had dropped to 200 Euros. She demanded a refund for the lost amount. The Complaints Team concluded that the casino had acted according to its terms and conditions, as the player had created multiple accounts, which was against the rules. Consequently, the complaint was closed, and no further assistance could be provided.
Betandplay Casino - Player's winnings are confiscated due to malfunction.
Amount: €1,000
Betandplay Casino
Safety Index:HighSafety Index
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8.7
Betandplay Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
When my balance reached 1000 Euros, nothing worked anymore.
The game started to operate on its own, and I couldn't press anything.
Luckily, I was able to take a screenshot.
After restarting my phone and entering another game, my balance was only 200 Euros.
I demand the amount to be refunded, otherwise I will take further action.
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3 months ago
Dear sauerp.902511,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the casino server. If two different results exist, the correct one is the one on the casino server.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that you only experienced this once with one specific game?
- Has this game session been recorded in your game history?
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
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It was like that in one game and no it is not in the game play🙁
And now I'm in trouble with them again, as if I hadn't lost enough there already.
Now I have gradually paid in a large sum.
And then you get treated like dirt by the support team
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2 months ago
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Then I logged in again, deposited a larger amount again...and then my player account was blocked.
The statement from betandplay support: I have 2 profiles...
I previously stated that I no longer have access to the email or the old number because my old cell phone was stolen.
After all, deposits worked...
Then the system should have recognized that a profile existed when I made the first deposit, since it was the same bank account as in the other profile I had last year, and could have blocked the deposit...if betandplay was a reputable casino.
But no... then when I want to withdraw 1000 euros (because I won 2000 euros, lost 1000 of it and requested a withdrawal of 1000 euros) my player account is suddenly blocked.
This is really starting to get more than sad.
I request that my account be activated and the winnings are paid out to my account immediately. Otherwise, I will take further steps
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2 months ago
Thank you very much for your reply, sauerp.902511. Do I understand correctly that you created more than one account at this casino? Was any of your accounts verified? Did you activate any bonuses on your accounts?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
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At all other casinos, the system blocks you immediately if, for example, you no longer know that you already had an account there and want to register a new one. That doesn't work at all. At all other casinos, you are immediately informed that you still have an account or that an account exists.
Here at Beat and Play it is the biggest rip off, because you make a nice deposit so that you might make a profit and then when you withdraw it says: The account is blocked....
Especially since I have already stated that I no longer have access to either the old email address or the cell phone number. I am now requesting that the newly created account be reactivated so that I can also receive the €1000 winnings. This cannot be right, otherwise I will have to get a lawyer involved.
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2 months ago
I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
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2 months ago
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I opened an account with my new phone because I have a new cell phone number and also a new email address.
No, I don't think this account was verified. I would have done that. I fulfilled the bonus requirements. I started playing with a bonus, but then I continued to deposit money and won €1000. When I wanted to withdraw this money, I was told that the account was blocked.
What annoys me is that other casinos block you when you want to register. And only the name is the same. But with Beat and Play it is different and they also let me keep depositing money from my account. But then the system should have blocked me too. I'll say it again: I want the account to be activated again immediately, otherwise I will take other steps.
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2 months ago
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I would like my account to be reactivated
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2 months ago
Did you discuss the option of opening the second account with the casino support before you did so? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 months ago
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I keep trying to get in touch.
Yes, I could open another account now. But I was hoping to get it sorted out via email from support.
I would like my created account to be activated with the winnings of 1000€.
It can't be that you play for days and then when you try to withdraw you are told that the withdrawal doesn't work
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2 months ago
After careful consideration of the situation, we won't be able to help. Circumventing the casino's decision to keep your account closed, you also break the casino rules of one account per person. The consequences of any online casino will mostly be the same. I checked the General T&Cs and I found this:
9.2 Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.
Clearly, the casino did not allow you to create a second account. Furthermore, the only required personal information during registration is the email address and phone number, both of which you changed, preventing the casino from detecting that you had already registered an account in the past and on top of that you played with bonuses. Therefore, we believe the casino acted in accordance with their terms and conditions. I advise you not to attempt to create multiple accounts at any online casino in the future.
Due to the aforementioned reasons, this complaint will now be closed. 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.
