Betplay.io Casino - Player's winnings disappeared.

Disgusting Customer Service

This site is Deplorable & their Customer Service Stinks I spent 24hrs begging for a Supervisor & some lady named Cookie is acted like a Vagabond refusing any Supervisor to come on the chat. I won Free games on a bet today that took all my winnings & all her stupid self could type is that They don't have managers. I'm about to contact a News reporter or the Corporate registered agent if I don't get somebody to post my money back. The whole time this witch stayed in the Chat harassing me with excuses instead of getting assistance. So since you let the witch pluck my last nerve I'm going to make sure this site is reported to IC3 to get it taken off the internet because all you do is steal & rob Americans for Crypto. If I dont get a phone call or chat response regarding my stolen funds I will also post this complaint across the web. Please call Sparkle at SGI #RI****99 "Chrustina & Cookie need to be fired I can't stand pig head employees who do nothing to get the money back to customers who lost money from their fraud games. Making us give the data they should already have & denying answers to our questions. What the heck is a Hold@Spin. Crooked women expect us to wait for days for a Game Suppliers email instead of refund our money back. Costa Rica should be banned from advertising in the USA their games options don't even work in America which is a total waste of time & money cause they don't play fair.

Dear NikkiSparkle,

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

Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

Could you also specify which game you played and if you have any record of your winnings?

Could you please explain what the disputed amount of $444 refers to in this situation?

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 $444 was the Crypto lost due to insufficient information provided by the Casino chat rep asking them why their Hold@Spin feature was taken & holding our winnings. I never heard of anyone having to bet or play a card game to get their money. That malicious intent because alot of folks like myself don't know how to play poker that shouldn't be in a slot game🙄. Plus half their games online say they are prohibited I'm America. The, offered me nothing back on my account for my stolen loss. It's so unethical to have game that withold winnings. I email you the history now.

Thanks for your reply. Please note I haven't received any email from you yet.

Please use the email

tomas@casino.guru

Thanks for your messages.

Could you explain what incorrect information did the casino provide to you? Do you have the interaction with the casino saved from when it happened, perchance?

If you do please send the information to me at tomas@casino.guru

Did they say they would give me my money back?

They just don't respond regarding m g thr money the, took Ask them please

Thanks for your patience.

Do I understand correctly you don't have the interaction saved as either screenshots or a chat transcript?

We believe the player is ultimately responsible for their balance, their account, and all bets taking place.

Please understand without evidence of anything unfair, we won't confront the casino about a problem.

Kindly send the supporting evidence you were wrongly informed by the casino to my email at tomas@casino.guru

Dear NikkiSparkle,

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.

You cant reject my complaint cause it valid also providing my screenshots of my complaint was uploaded already. Do you even actually work for them because you could significantly request the same information from them since the dialogues are saved on their char database which has every single contact. It's imperative to get the full thread. Ask them for it.

Thanks for your message, NikkiSparkle.

I am sorry, but we request supporting evidence from players about anything unfair before contacting the casino.

You can read about our approach in the article here: https://casino.guru/complaint-resolution-instructions

So far we haven't received any supporting evidence from you that would point to the casino misinforming you, or anything warranting a refund.

Please let me know if I may close the complaint or if you wish us to continue with the case.

Dear NikkiSparkle,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.