BetPlays Casino - Player believes that their withdrawal has been delayed.

I registered, took a bonus, played and when I attempted to withdraw they kept continuously rejecting my bank statement, which is as of Jan 2024. They ridiculously keep saying the statement is older than 3 months or is not clear (even if I had downloaded from my bank current account)!!!Seemingly they don't want to pay!

Dear na_46,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear na_46,

Have you received your withdrawal from the casino yet?

No

Hello,

Please note that the documents we received from the client could not successfully pass our verification checks. The customer does not have a Pending Withdrawal. His last Withdrawal was made on 09.03.2024. Since then he has lost his balance.

Best Regards,

BetPlays Team

Lol.. What a cheaters!!! They have even confiscated the winnings!!! My God!! 😁😂😂😂🙏🙏Hunky dunky casino!!

SCAMMERS!

They have reversed the withdrawal and confiscated them, lol!!

It's not needed any proof to see what reviews you really have on Trustpilot and on Casino.guru!! lol

Hello,

The Customer registered on our website on 29.11.2023. Since then he has 0 Deposits and 0 Withdrawals.

The customer has created several accounts and taken our No Deposit Bonus. Creating multiple accounts is in violation of our General T&C Rule 3. Therefore all linked accounts have been closed.

Best Regards,

BetPlays Team

Nope. First said the customer didn't pass verification. Now multiple accounts. lol

Keep the money, trash bin!!!

Thank you very much, na_46, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, na_46,

From now on, I will assist you in resolving your issue. Can you please provide me with the information if your disputed winnings represent winnings accumulated from a no-deposit bonus, and if you made any deposit to the casino?

Dear BetPlays Casino team,

I can see several claims above.

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Yes, where is the evidence?

I only have one account!

Laughable...

Dear Branislav,

The evidence was sent by email.

Best Regards,

BetPlays Team

Dear na_46,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and very likely bonus abuse.

Although we do not know more details about bonuses used in other linked accounts (but logically, I cannot see any other relevant reason why multiple accounts would have been registered besides bonus abuse or sports betting abuse), I can see that almost all your disputed winnings were accumulated in sports betting, there was no deposit made to the disputed account, and, as you claimed yourself above, you played with a bonus. Furthermore, your KYC/verification was not completed successfully.

Successful verification is mandatory to withdraw anything from a casino account. In addition, it is allowed to have only 1 account at the casino, and only 1 bonus is allowed to be used per user. At least we know that these conditions were breached regardless of sports betting play.

In addition, and that is the reason why I mentioned sports betting - as you might know, our forum currently deals with complaints about online casinos only. We do not have enough insight to take on sports betting-related issues, and it is clear that the allegations relate to sports betting play and bonuses. However, the casino was able to prove that there were at least 2 other linked accounts, which itself makes the verification impossible. Based on the evidence provided by the casino, it would be impossible to prove otherwise, and it was enough for us to make the final decision regarding the matter.

I am sorry we were not able to help you with this one, but 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.

If you are not satisfied with the complaint solution, I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR (if there is any), or directly to the authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, BetPlays Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru