The player from Austria had closed his casino account, but later forgot and re-registered, depositing 50 Euros. He had been unable to get a response from the casino regarding the reopening of his account or the withdrawal of his funds. We attempted to gather more information from the player to better understand the situation and possibly mediate a resolution. However, the player did not respond to our messages and questions. As a result, we were unable to investigate the matter further and had no choice but to reject the complaint.
Betandplay Casino - Reopened player account questions unanswered.
Amount: €50
Betandplay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
I had closed my account due to losses! Months later, I forgot about this and registered again without realising that I had closed it before! I deposited 50 Euros via cashtocode! My inquiry (to reopen the account or to withdraw funds) remained unanswered for 6 hours! These are thieves! How is it possible to deposit into a closed account and then not even get a response????
Automatic translation:
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6 months ago
Dear sesea,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betandplay Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you were able to register in the same casino as previously with the original email address?
- Do I understand correctly your deposited funds are left in the casino untouched at the moment?
- Could you please send me the communication you sent to the casino? My email is tomas@casino.guru
- Have you received any response since?
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,
Tomas
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6 months ago
Dear sesea,
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.
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6 months ago
Translation
Yes, it was the same email address and I'm still waiting for the refund
Automatic translation:
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6 months ago
Please understand we need to have a complete picture of the situation before we proceed to contact the casino.
Could you please forward your most recent communication in which the casino responded regarding the issue? Please send it to my email at tomas@casino.guru
I'll await your response.
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