The player from Italy had been trying to get a response from Betplays for over 6 months after they closed his account following wins in casino and sports bets. He had reached over 1100 euros but only received a refund of his initial 200 euros deposit. Despite sending monthly emails, he received no response and saw "ClientBlocked" when attempting to log in. We reviewed the case and found evidence of multiple accounts created from the same or similar IP address and device, which breached the casino's terms and conditions. Consequently, the complaint was rejected as unjustified.
BetPlays Casino - Player’s account has been closed after winnings.
Amount: €1,000
BetPlays Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello everyone, for over 6 months I have been trying to get a response from Betplays after they closed my gaming account following some wins at the casino and on sports bets (I had deposited 200 euros, reached over 1100 euros WITHDRAWABLE after months of play). They closed my account and only refunded my initial deposit of 200 euros. Every time I try to log in, I get a message saying "ClientBlocked". I email them every month and get no response. I'm desperate at this point...
Automatic translation:
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3 months ago
Hello andreac99,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetPlay Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Can you please clarify why did you mention that you play sports betting only and now claims to play casino games as well? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? What was the reason the provided at account closure?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Thanks for the approval!
- My account was successfully verified at the end of July, as my withdrawal documents were approved at the beginning of August (bank statement, front and back of ID card & credit card, selife with ID card in hand)
- I mainly played sports betting (since I selected that welcome bonus) and made plays at the live casino (I would like to be more precise but having blocked access to the site without even being able to verify the transactions for months does not allow me to be)
- My winnings come from both the welcome bonus rollover and playing with real money from my first deposit
- On August 15th the game account blocking email arrived, in which they say they had violated rule 3 and 9 of their site by posting this URL in the email (which doesn't work!) https://www.betplays.com/Rules/en /17252/General-Terms-and-Conditions/
- I immediately reply that I don't understand why, having done nothing other than play normally, and to explain precisely what happened, and if they wanted to close my account they should at least give me the money back into it. ZERO responses from then on. I tried to contact them again on August 22nd, September 13th, November 11th, January 8th, April 16th via live chat (saying they would reply via email shortly.... 2 months have passed).
The fact of having completed the bonus rollover and having requested a withdrawal creates problems for him, if I had lost everything there would have been nothing. If you win, it's a different story, account blocked and no communication...
Edited
Automatic translation:
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3 months ago
Hello andreac99,
Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
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3 months ago
Dear andreac99,
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.
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3 months ago
Translation
Good morning, I apologize for the delay but I didn't receive the notification of the first reply. I proceeded to send the conversation to the requested email address, thank you again and wish you a good day!
Automatic translation:
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3 months ago
Hello andreac99,
Thank you for the information provided. As it is unclear by which term did the casino decide to block your account and confiscate your winnings, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Please keep in mind that if the reason was anyhow related to sports betting, the complaint will be closed as we deal only with casino issues.
Regards,
Nick
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3 months ago
Hello andreac99,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite BetPlays Casino to join the conversation.
Dear BetPlays Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru
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3 months ago
Dear Michal,
We have sent you an email with an explanation and evidence.
Best Regards,
BetPlays Team
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3 months ago
Thank you for your emails and the evidence, BetPlays Team.
Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in quick succession one after another from the same or very similar IP address, same device (same device ID), and engaging in the same or very similar gameplay and claiming the same bonuses. Under these circumstances, I will not be able to help you with this, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 3. and Rule 16, as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.
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, and we will try our best to help.
Best regards,
Michal
Casino Guru
