Betplay.io Casino - Player faces registration issues for free roll.

This is concerning the new poker platform on betplay.io, wich is apparently through a third party provider to which I am unable to contact directly. Every week they have different achievements they call them that you must complete to qualify for the weekend. Free rolls with can be fairly decent. The one in question was a garunteed $500, and I belive only 32 people qualified. The problem is that I qualified but it would not let me register. I contacted support while the registration period was still active and they clearly was making up whatever reason they could to just get me to forget about it, nit with malicious intent but because they had no clue what the answer was. I attach screen shots showing at first they said I was to late then I proved I wasn't so they said the tables were full then I showed it saS maximum of 5000. I then sent support an email who said they would contact provider and you'll see from The reply they basically wanted to just blow me off as well. Now my issue is they call it a free roll but in fact you have to spend money sometimes a substantial amount to qualify. Sometimes things glitch I understand but I feel u should be offered something to make it right. I will say I've played Here for years and in the past any issues have been handled to satisfaction. It keeps saying attachment failed to upload let me know how to fix that.

Dear austinenelson88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betplay.io Casino.

Please note no screenshots were submitted with your first post. I apologize for the trouble.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide any supporting evidence that would suggest you are eligible for a prize from the casino?
• Submit screenshots here, including any relevant communication between you and the casino, or send the information to my email at tomas@casino.guru

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

The third p-party poker client reached out to me, apologized for the situation and went above and beyond by compensating me more then fairly

Dear austinenelson88,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Tomas

Casino.Guru