The player from Portugal had requested a withdrawal from Betplays after providing KYC details, but it was declined, and the account was subsequently suspended. The player acknowledged using a VPN for work purposes, which might have caused the issue. The Complaints Team reviewed the situation but determined that the casino had blocked the account due to the player's betting history, which fell outside their scope of assistance. Consequently, the complaint was rejected.
BetPlays Casino - Player’s account has been blocked after declined withdrawal.
Amount: €340
BetPlays Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Good afternoon again, Casino Guru,
The reason I am here once more is as follows.
On August 31st, I started betting on Betplays. After placing some bets, I managed to reach a reasonable amount to withdraw, as I was just trying out the casino.
After requesting the withdrawal, I was asked for the usual KYC details, which I provided promptly. I was then told that the withdrawal request was being processed and to wait up to 5 days.
Today, I received an email (attached) informing me that my withdrawal request had been declined. Two minutes later, I received another email saying that my account had been suspended.
Having another account on Betplays is impossible, as I didn’t even know the casino and was trying it for the first time. Accessing the casino using a VPN is possible, as I am required to use a VPN for my work, and I may have forgotten to turn it off on some occasion and thus entered Betplays.
In no way did I act dishonestly or with ill intent. I appreciate your availability once again to try to resolve this case.
Automatic translation:
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4 months ago
Hello jveiga,
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? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Good morning,
The verification was completed last July 31st, I would like to be as precise as possible but as I don't have access to the account, I can't verify the exact day.
I have always used any kind of bonus money and never used bonuses.
I only bet on sports.
The last time I contacted the casino was on August 5th. I didn't receive any kind of response via e-mail, and customer support on the casino's website, as soon as I told them what my account was, told me that it was closed and that it wasn't possible to review the situation.
Let's be clear here, I think it's strange for a casino to get into this kind of situation for an amount like €340, which I suppose is not a "high" amount for a casino. Once again, the only situation that could have led to this is the use of the vpn, and it is explicit in the casino's terms and conditions that it is forbidden to use it.
Automatic translation:
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4 months ago
Dear jveiga,
Can you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?
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4 months ago
Dear jveiga,
Based on the description from the casino, they've blocked your account after checking your betting history. As you did play sports betting only and we deal with casino related issues only, we are unfortunately unable to assist you with this matter.
Is there anything else we could help you with?
