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

Hello!

I've been trying to cash out just 200 CAD on Betplays for 3 weeks now. I have a total of 305 CAD there. My account is fully verified. Initially they canceled my withdrawal requests for unrelated reasons such as to fill some other details on my profile which I did. As you can check on the screenshot, the last withdrawal request, which is still pending, dates on 3rd of October. Initially they told me that the withdrawal will not take more than 5 days. When that time frame ended, I contacted them on emails but they are not responding anymore. I did not took any bonus or something else. The money is free to cash out, but they are paying and not responding to me...

Dear juniash2014,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hello. The case has changed. Betplays has now blocked access to my account accusing me of multi-accounting and "criminal activity" 🙂. I dared them to give me proof of any of this, and if Casino Guru can contact them, please ask them for proof of multi accounting or any criminal activity. I barely won 150 usd there in 2 months. Never took a bonus, never had another account or anything else. They are just scam, nothing more or less... In no any galaxy this is a behavior of a 8 rating Casino.

Dear juniash2014,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Nick! As I wrote yesterday, Betplays has blocked access to my account without paying me deposits or winnings and accusing me of multi-accounting and "criminal activity" 🙂. I must be the most failed criminal in the world, since in 2 months I won just the equivalent of 150 usd there. I dared them to give me proof of any wrongdoings but they stopped any further communication... And I dare them here, if they respond, to publish anything I did wrong. But they are clearly a failed and scam company. Deposit-only Casino...

Dear juniash2014,

Sorry for the late response.

Before we would make our next step, would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Dear juniash2014,

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.

I have sent by email the communication, Sir! I have sent it on 24th of october to the email provided!

Dear Juniash2014,

Thank you for the clarification. Since your message was sent from a different email address, it took some time to locate.

To proceed, we will need additional information from the casino. Your complaint will now be forwarded to my colleague, Peter (peter.c@casino.guru), who will assist you further from here.

Wish you best luck resolving it.

Best regards,

Nick

Hello there,

Thank you juniash2014 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetPlays Casino for their help in resolving this complaint. We would like to ask if you could provide us with evidence of multiple accounts. You can forward any information to my email. (peter.c@casino.guru)

Thank you!

Dear Peter,

We have sent you an email with an explanation and evidence.

Best Regards,

BetPlays Team

Thank you for the update BetPlays Casino representative.

Dear juniash2014, the casino has provided me with evidence of multiple accounts. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter