BetPlays Casino - Player’s account has been closed and winnings confiscated.

Hello, they closed my account and confiscated 700 euros, claiming that I had violated the regulations, which is not true, I made 3 deposits there and won honestly 700 euros, which they did not pay me back. Maybe your service will try to pay out my winnings of 700 euros, my account is verified.

Dear rafaellogonzo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Did the casino specify which rule you breached? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear rafaellogonzo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.