Betandplay Casino - Player’s withdrawals are repeatedly canceled.

I have tried 11 times to withdraw winnings from this casino in the last 48 hours. I am fully verified and have withdrawn using different methods before. Every time, they cancel the withdrawal. I have approached my VIP Manager and their support desk and the excuses range from their payment provider being down to them blaming me for putting my details in wrong - even though they are pre-saved and have worked before! I now don't believe I will receive these winnings. Try other casinos and stay away from BetandPlay.

Dear Chlo89,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To better understand your situation, may I ask you a few questions?

• Could you please confirm if you used multiple payment methods for your most recent withdrawal that was repeatedly canceled?
• Am I correct in understanding that you successfully made withdrawals from BetandPlay in the past?
• Could you kindly forward the communication you’ve had with the casino’s customer support regarding this withdrawal issue to veronika.f@casino.guru? Alternatively, you may upload screenshots here.

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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.

Hi Veronika, yes I have tried to withdraw using two different cards (both verified) and three different bank accounts (two verified, one as a last ditch attempt). I have made a few withdrawals in the past that have worked using both methods.

Will send you the email threads now.

Thank you very much, Chlo89, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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 Chlo89,

My name is Romi, and I will be assisting you with your case.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betandplay Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi Team and Hi Chlo,

I believe this has been already processed right ?

We had the same Complaint on askgamblers and pay out was done on 6 th - to be fair the pay out was requested on 5 th .

Thanks a lot!

Hi, yes, this payout has now been recieved after around 20 failed attempts. The *final* request was made on the 5th and approved on the 6th. This complaint can now be closed.

Hello all.

Thank you very much for your cooperation in this case.

Thank you, Chlo89, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please 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 you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru