The player from Quebec had successfully initiated several withdrawals after winning from games, one of which had resulted in a payout of $7500. However, when he tried to withdraw an additional sum, the casino had delayed the withdrawal and subsequently closed his account, citing violations of specific terms that the player disputed. The player maintained that he only had one account and that no one else had used his device. However, the casino had provided evidence of multiple accounts being operated from the same device and IP address, both of which had claimed the welcome bonus. After reviewing the evidence, we found it valid and thus, the complaint was rejected. The player was advised to contact the Gaming Curacao Authority if he was unsatisfied with the outcome.
BetPlays Casino - Player's account closed after attempt to withdraw winnings.
Amount: Can$12,000
BetPlays Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I signed up on this casino in 2023. I played with them for a few months, each time the casino was offering me special deposit bonus offers either by chat or by email (I still have record of the ones by email)
I eventually won a little over 3000$ and had my account verified after sending them all the documents they asked me for. The withdrawal was paid.
I continued playing with them, each time using the offers they were giving me until I eventually hit it big with a win of nearly 20000$. The win on the casino was won during my play without a bonus balance. I then Immediately requested the maximum withdrawable amount at the time which was 7500$. They paid me the withdrawal and I waited a few days to withdraw another 7500.
This is where things start to get sketchy. The casino delayed my withdrawal, and eventually closed my account down and kept all my money. They referred me to 2 terms, rule 3 on their website and rule 16. Neither of these apply to me. One of them is labelled Multi Accounts - The casino has all ready verified me, has my bank statements and I told them I play from home on my laptop with no one else. Term 16 is related to bonus - Every bonus that I played with was offered to me by the casino. They kept offering bonuses, so I played with them. To make matters worse, the money that was in my balance was won with a non bonus balance.
After a few exchanges with the casino, they basically said their decision was final and that I would not get any money from them.
Can you help me
Hello ston98dd,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetPlays Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you claimed any kind of bonus in the casino? When was the last time you spoke to the casino and what was it about?
Would it be possible to forward your betting, deposit and bonus history to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
I don't have access to my casino history. I deposited and played around 10 bonuses since my registration last year.
The last time I spoke to the casino was in November on 2023
My account was verified in September 2023 when my first withdrawal was paid
Hello ston98dd,
Would it be possible to at least forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
Dear ston98dd,
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.
Thank you ston98dd for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello ston98dd,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a BetPlays Casino representative to join this conversation and participate in resolving this complaint.
Dear BetPlays Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Dear Stefan,
We have sent you an email with an explanation and evidence.
Best Regards,
BetPlays Team
Dear BetPlays Casino,
I have responded to your email.
I'll be awaiting your reply.
Dear BetPlays Casino,
I have responded to your email.
I'll be awaiting your response.
Hello ston98dd,
I was informed by the casino representative that you have used multiple accounts on the same device. Also, welcome bonuses were claimed on these accounts. Could you comment on this?
I'll be awaiting your reply.
It's not true.
I claimed my welcome bonus and bonuses offered to me via chat and email.
My laptop has never been used by anyone else but me.
As i mentioned earlier the casino had all ready paid me and had began the installments on the most recent win.
There is no hard evidence to support their claim, as there is no validity to it. I have only opened one account (my own) at the casino.
Hello ston98dd,
Thank you for your response and the information provided.
Could you state how much you received so far out of 12k CAD?
I'll be awaiting your reply.
I had 19500, I was paid 7500 which was the weekly limit and the was left with 12000 which is still owed to me
Dear BetPlays Casino,
Thank you for your response and the information provided.
Could you provide us with the proof of IP and device match? Has the player claimed any welcome bonuses on these accounts?
I'll be awaiting your reply.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello ston98dd,
I have reviewed the evidence provided by the casino and it appears you have multiple accounts with the BetPlays Casino. Both accounts played on the same device from the same IP. Both accounts have claimed the welcome bonus. Could you comment on this?
I'll be awaiting your reply.
I'm not sure what more i can say.
All i have to share with you is my truth. I only have my account, no one has ever used my device.
The casino is sending you "proof" i am not able to view. There was also a substantial delay between the moment you asked for it and when they sent it. Since I know the truth, I can only assume whatever data/information the casino has provided you has been tampered with.
I am available and ready to provide you with anything you ask in order to prove my truth, but since i don't know what you've been been provided by the casino and the direction of your last response, you may have all ready made up your mind.
Thank you
Hello ston98dd,
I cannot provide you with the evidence as the documents are confidential. It would be impossible to prove that you haven't created multiple accounts as the evidence indicates otherwise.
Due to the aforementioned reasons, this complaint will now be rejected. 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.
If you are not satisfied with the outcome of the complaint you can still try to contact the Gaming Curacao Authority and file a complaint with them.
Kind regards,
Stefan, Casino.Guru
