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

I only played casino games

Sports are not mentioned at all

Is the investigation not completed yet?

We hope that BetPlays Casino will provide us with the evidence as soon as possible.

Please do not give BetPlays more time than necessary.

I think there is a good chance they will fabricate evidence.

Thank you kassan7 for all the information provided. As it is still unclear how exactly did you breach the casino's terms and conditions, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Nick and Michal

When you say the details are unclear, does that mean that there has been no response from BetPlays Casino yet?

I believe they confiscated my assets because they have evidence of violations of their terms of service.

I am very surprised that they have not yet provided this evidence to the arbitration body.

My address was also changed without my permission, and given the circumstances surrounding this, I suspect that this casino is doing something fraudulent.

Their violation of the terms of service is unfounded.

Hello kassan7,

I'm Michal, and I have taken over your complaint. I have reviewed your case and this situation indeed looks a bit unusual. It is entirely understandable that individuals may relocate, resulting in changes to their addresses, phone numbers, and other personal information. Consequently, the information from some documents may not align perfectly; however, this should not pose an issue as long as players can present the most recent and accurate documentation verifying their current residence. To date, I have not encountered any instances where a casino altered a player's details without their consent, so I would be very interested to learn more about how your situation unfolded.

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,

It appears there were just some discrepancies in the information filled in in the player account personal information and the documents provided. Do you have an automated system in place that fills in the player's details from the provided documents? Have you received a request from the player to change specific details in their account? If so, when did this occur? 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

Surely they have clear evidence and that's why they confiscated my winnings?

Haven't you seen the evidence yet, Michal?

I want to see the evidence of this fraud as soon as possible.

Please share with us what fraudulent methods they are planning to use to scam you.

I'm sure many of the affected users are looking forward to this discussion.

Am I a cheating player or is BetPlays Casino a scam site?

9.3. Fraud

"Inappropriate activity (hiding or manipulating the identity of your actual location)"

If hiding the identity of your actual location means showing the address of your personal information, then it is BetPlays who has changed it without permission.

Regarding IP address spoofing, I am not using a VPN, nor have I intentionally changed my IP address in any way.

9.2. Collusion and Cheating

Betting on both sides like in a live casino, card counting, and sports are also not possible.

I only play slots

9.1. Criminal Activity

If any irregularities (including suspected money laundering or fraud) are detected, www.betplays.com reserves the right to close your Account(s) and to report any criminal or other suspicious activity provided through one or more Accounts to any relevant existing regulatory or law enforcement agency.

If this is your reasoning, we reserve the right to report you suspiciously and confiscate any winnings.

I believe that no such action will be taken.

Of course, BetPlays will report this to regulators and law enforcement agencies, right?

3. Multiple accounts

3.2. Only one account is permitted per household, IP address, computer or device.

If you believe I have created multiple accounts, please provide this information to the Casino Gurus as soon as possible.

At the very least, this is based on the existence of one or more duplicate accounts linked to my account, right?

As the head of the household, I live alone and no one else can operate my device except for me, right?

IP address duplication may be the only justification for this, but in that case, 9. Criminal acts, conspiracy, and fraud

Please indicate where this specifically applies.

Is this personal information that you have changed without permission?

If this is not the case, as I wrote in the discussion, the only thing I can think of is that there is a problem with the ability to detect IP addresses.

If their reasoning is based on IP addresses, I would like the casino leaders to reconsider all the decisions that this site has rejected in the past because of IP addresses. Many users have had to give in to their fate.

In my case, I had an address change issue, so Michal has taken an interest in this.

If the address had not been changed, I think we would have been fooled by BetPlays' inadequate evidence and the judgment would have been handed down as before.

Finally, BetPlays must promptly provide supporting evidence to Michal .

Surely the evidence we gathered just a few weeks ago isn't gone?

Dear Michal,

We have sent you an email with an explanation and evidence.

Best Regards,

BetPlays Team

Can you officially confirm that the address change was initiated by you?

They said that it wasn't because I had entered my personal information incorrectly or made an intentional mistake, but rather that it was a problem with their system.

When checking KYC, the mistake in entering address information is only a minor issue.

If you think so then no apologies necessary.

If not, I have never received an apology for your mistake of altering my personal information.

If you have any evidence to back up your claims, please show it to me.

At this point, I have absolutely no understanding as to what evidence you claim was confiscated.

I did not alter any of my personal information, so it's no surprise that the address doesn't match the documents I submitted.

Even if they say that the confiscation was for some other reason, there is no way we can accept it without the full information being made public.

Thank you for your emails and the evidence, BetPlays Team.

Dear kassan7,

I have now gathered information and evidence from the casino team to understand the situation. The initial concern regarding the address change appears to have been resolved by the casino team, so there are no issues with your address. However, the investigation has uncovered additional factors.

We have received evidence of multiple accounts being created by you in quite close succession from the same or very similar IP addresses, using the same device (with the same device ID), and engaging in similar gameplay while claiming the same bonuses. This cannot be dismissed as mere coincidence, especially considering this previous response from you: "As the head of the household, I live alone and no one else can operate my device except for me, right?"

The casino adheres to a strict policy in these matters, and its actions align with the terms and conditions outlined in the rules, as previously communicated by the casino team. Given the evidence, we have to agree with the casino's decision and must close your complaint as rejected.

I regret that we could not provide more assistance in this instance. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru