BetPlays Casino - Player's account has been closed due to a multiple-accounts claim.

Hi Casino Guru,

I and my siser creat our account with betplays.com and we deposited around 15k $ for this website . After we won around 20k $ , we requested withdrawn and verified successfully all their requirements and they said we need wait 5 days for the money go through our bank . But after 4 days they send a email and said that they have banned our account because we did some thing wrong with their rule 3 and rule 9 . After carefully reviewing the terms they provided, we think we have not violated or accidentally fallen into some unreasonable terms from the website they provided:

First, my account and my sister's are 2 completely separate accounts, how can I log into her bank and transfer money to them? WHY they dont regret our money if they realized we are same address . As well as KYC verification, how can I verify if she is impersonated?

Second, we have participated in many betting sites for 15 years now, and creating the same home address and withdrawing money is almost common, because we often participate in playing together, including my wife. The rule they provided means that I cannot introduce anyone to their website if I am satisfied?

Third, our accounts have deposited money without claiming any bonus from them , which proves that we are not cheating and participating seriously.

Fourth, how can a betting website that makes up ridiculous rules to rob players of their money survive in the long run?

I will find a lawyer to make a dispute with them , but PLEASE EVRYONE SHOULD BE CAREFULLY THIS SCAMMER WEBSITE .

Dear Maimap,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions and this is what I found:

3. Multi Accounts

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses that have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

​​​​9. Criminal Activity, Collusion & Cheating

9.1. Criminal Activity

In the case when any irregularity (including a suspicion of attempted money-laundering or fraud) has been noticed, www.betplays.com reserves the right to close Accounts and/or report about criminal or other suspicious activities provided through one or multi Accounts to the relevant existing regulatory or law enforcement authorities. All offenders’ Account balances will be blocked, withdrawals will be void, deposits and winnings will be forfeited.

9.2. Collusion and cheating

www.betplays.com is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards, or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple use of a single Account, soft playing. www.betplays.com conducts rigorous examinations of play through both manual and automated methods and investigates all related user complaints. Additionally, www.betplays.com proactively and randomly examines gameplays and accounts.

9.3. Fraudulent activity

Once www.betplays.com notices a fraudulent, unlawful, dishonest, or improper activity (including using the VPN, proxy, or similar service that masks or manipulates the identification of your real location, or engaging in arbitrage strategies) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, www.betplays.com reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

• Could you please specify if you and your sister used the same device to access your casino accounts?
• Did you use the same payment method to deposit? Or did you send money to each other's bank accounts?
• What types of games did you and your sister play?

Please forward me the emails you received from the casino at veronika.l@casino.guru. Alternatively, you may post screenshots here.

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

Best regards

Veronika

Hi Veronika,

Thanks for your feedback, we appreciate it.

I will answer your questions as follows:

1 . Could you please specify if you and your sister used the same device to access your casino accounts?

Yes, we share the same IP as my phone, the reason is that my sister is a newcomer to Canada under the Work Permit program so she is not good at English and is not familiar with the American website interface, she often plays with the Asian interface and uses Vietnamese, and we accidentally do not know the rules they set because in Asia it is normal for everyone in the family to play on the same betting website. If we knew in advance, how could we be so stupid as to deposit and lose all the money we worked hard to earn? If their website's rules are like that, please tell me how they will handle it when we deposit and find out their rules and we have not placed a bet yet? Why not stop payment right at the beginning? Why let us bet and then when we win, make it difficult for us? And the amount of money we win is not much different from the amount we spent, why treat us like that?

2 . Did you use the same payment method to deposit? Or did you send money to each other's bank accounts?

As we said above, apart from the fact that she shared a phone with me when placing bets, all actions were personal decisions, I will email proof of separate transactions where we sent money to Betplays using separate personal accounts, as well as verified selfies of each person to your email for your review. No one is allowed to access another person's personal bank and make transactions, that is illegal.

3 . What types of games did you and your sister play?

We play soccer and never participate in other sports. Because in our country, both men and women only watch soccer.

In the past 17 years of playing on all betting websites, we have never encountered this case, including websites in America. We are the lowly people, they are a big corporation, for them that amount of money is not big, for us it is the accumulation of a whole year. This shock is really too big for us. We have sent all the evidence as well as their indifferent dialogue via email to you. My email is anthanh******@g***l.com. Please check, consider and make a fair decision. We look forward to hearing from you.

Thank you for your emails and for providing additional details regarding your case. Unfortunately, as both you and your sister accessed the casino and made bets using the same phone, we are unable to assist you further. This situation makes it impossible to verify that the accounts were not accessed by the same individual, which is a violation of the casino’s Terms and Conditions.

For the reasons outlined above, this complaint will now be marked as rejected.

We sincerely apologize for not being able to provide a more favorable resolution in this matter. Should you encounter any other issues with this or another casino in the future, please do not hesitate to contact us, and we will do our best to assist you.

Thank you for your understanding.

Best regards,

Veronika