BetPlays Casino - Player's account has been closed unjustly.

My account was unjustly closed, and I was accused of violating the terms and conditions, but there's no way I violated them.

I believe I registered through Casino Guru, although I'm not certain. I've been using this channel frequently for registrations lately.

I ask for a fair investigation into this matter.

Here is the content of the supposed violation of terms by the other party.

While I'm still in the process of communicating with them, there's no basis for their claim of violating Provision 3 regarding multiple accounts.

I have only used this email address for registration, and there’s no possibility of sharing households, IP addresses, or devices.

Dear Customer,

After reviewing your betting activity closely, we discovered that you violated our General Terms and Conditions. Because of that, your account will be suspended, and no winnings will be paid.

Please review Betting Rule 3 and Rule 9 by using the following link:

https://www.betplays.com/Rules/en/17252/General-Terms-and-Conditions/

Best Regards,

BetPlays Team

I have one reason for my distrust of this site.

After playing with the welcome bonus, I entered my KYC information to withdraw my winnings.

I entered my personal information correctly, but first, I was unable to receive the SMS verification message.

Later, one person from their support team confirmed my details, but they claimed I had entered my personal information incorrectly.

However, their system automatically reads and overwrites uploaded KYC files without my knowledge.

When I uploaded my driver’s license, the old address from the front of the license was overwritten as my current address, and my date of birth was mistakenly replaced by the license issuance date.

Despite this system issue, inquiry responses were dismissed or left unclear, except for that one support member.

9.3. Fraudulent Activities

This section states, "engaging in activities that distort or conceal your actual location,"

which I did not do, as my address was automatically read by their system. I even provided the back side of my license with the correct address.

I have not engaged in any fraudulent activities, and I am convinced that their basis for the accusation is incorrect.

I also checked the number of complaints on this website, which seem unusually high for a typical site.

From December 5, 2023, out of 31 cases, 28 complaints were consecutively rejected.

Casino Guru, please objectively review this number of complaints.

I suspect they are engaging in fraudulent actions themselves.

As mentioned above, my personal information was modified without my consent, and nobody, except one support member, acknowledged this occurrence.

It seems they are fabricating facts against players, claiming violations of terms, and securing their profits based on these false claims.

Hello kassan7,

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 when did the verification begin?
• Is it somehow possible to prove that the mistake in details were not made by you?
• How much was your balance when your account got blocked?

Looking forward to your answer.

Regards,

Nick

Hello Nick

First, I will answer your three questions as soon as possible.

Can you tell me when the testing started?

Registration date on the site is 10/16 KYC start date is 10/17-10/18

It may be a little earlier or later, but it's this time of year.

- Is it possible to prove in some way that the minor mistakes were not yours?

Let me explain the situation. I have submitted both sides of my driver's license, my passport, a selfie and my bank information.

On October 17th, I had an issue where the SMS verification did not arrive when I was entering my KYC details, so I contacted support.

I think it was around lunchtime Japan time. At this time, I submitted my personal information and other documents.

After that, I cleared the wagering requirements and submitted a withdrawal request, but it was rejected and I contacted support.

I received a response saying that the bank information I entered was different from the personal information I had entered.

All the detailed interactions that took place are captured in screenshots.

There is 100% no way I could have made a mistake when entering my personal information. The address in question is two addresses back to where I moved a few years ago.

Also, do you think anyone would take the time to enter the date their driver's license was issued in the date of birth section?

Objectively speaking, it is unreasonable to assume that I entered my personal information incorrectly.

I also got a statement from one of the support staff regarding the input of personal information, and have provided screenshots of this as well.

-What was the balance when the account was blocked?

It's $7,925.

So far, we have answered Nick's three questions.

If you provide us with your email address, we will promptly send you any inquiries we may have.

Now here comes my question.

> Date of filing: Since December 5, 2023, 28 of 31 claims have been rejected consecutively.

Nick, what are your thoughts on this?

Casino Guru also has a huge number of complaints about casino sites.

However, when looking at the sites individually, 28 consecutive complaints have been rejected, which I would like to see sorted and investigated using an internal system, isn't the testing being too heavily in favor of the casinos?

I will answer your question first: I am not using a VPN, and I have never intentionally changed my IP address.

We also have some understanding of what actions betplays will take in the future.

＞Please review Betting Rule 3. and Rule 9. by using the following link

They will show you these terms and conditions and send you fabricated information.

In other complaints and discussions they often bring up these terms of use.

And my guess is that they could easily fabricate this information.

There have been 140 problems in the discussions, and looking recently, there have been many confiscations related to sports gambling.

I understand that Casino Guru does not cover sports betting, and my case falls within the scope of your investigation.

I would like to ask the Casino Guru arbitrators.

The people making complaints in the discussions are casino pioneers, and many veterans have also fallen victim to the problem.

Why are you giving it a safety index of 8.0 when there are so many issues?

Put the 28 consecutive claims denials in perspective.

In the case of a newbie like me, the answer may not be a reliable factor in itself, but there are many claims and Junior Adepts and Junior Apprentices in your system.

Many reputable pioneers have fallen victim to this and have issued warnings in the discussions, but it appears the site is being given a free pass to make money.

Please explain why you are ignoring the complaints of trustworthy members on your platform and giving leeway to fraudulent casinos.

This is not just my problem, and betplays should not be tolerated for cheating so many players and illegally collecting their money.

I am registering based on your 8.0 rating, please do a thorough investigation.

Hello kassan7,

The safety index is based on the review of all the casino aspects as terms and conditions, limits i.e.

Also you can read all of their complaints if you wish to see why were they rejected - there is an explanation in each and every of them.

To focus on your issue - please forward the full conversation between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Regards,

Nick

Email sent

Hello kassan7,

Before we would reach out to the casino, can you please advise if you did play casino games or sports betting only,

Awaiting your response.

Regards,

Nick