The player from Canada experienced account blockage after a substantial winning streak, with the casino claiming violations of their rules regarding multi-accounting and criminal activity, which the player denied. Despite having only one account and a previously verified status, the casino refused to provide specifics on the alleged violations and had stopped all communication. The Complaints Team, after reviewing the case, concluded that the issue related to sports betting, which fell outside their purview, and thus the complaint was rejected.
BetPlays Casino - Player’s account has been closed with denied withdrawals.
Amount: Can$41,857
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
Other
REJECTED
Case summary
13 hours ago
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1 week ago
I was playing at betplays.com for over 2 years. After about 1 year I was invited to their VIP program. Over the course of the last few months I went on a hot streak and I got my account up to $41, 857 CAD.
When I went to withdraw the VIP host said there have been some delays but everything is normal and not to worry "your funds are safe, and your withdrawal is being processed accordingly. Delays lie this, while rare, do occasionally happen, and I want to assure you that this is not indicative of any broader issues".
Few days later they send me an email saying I broke their rule 3. Multi accounting and rule 9. Criminal activity and that my account is blocked and I will not be paid my fund.
This is my only account that I opened 2 years ago. I've never been involved in any criminal activity. In fact a lot of my bets where on live Australian Rules Football so I am certain they do not have 1 other account with the same bets as I do.
My account was fully verified at the time and I had previously been able to withdraw a much smaller amount about 2 years ago.
They refuse to tell me how I broke any of their terms, they won't even be specific on which exact term. They have now completely stopped communicating with me
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1 week ago
Dear prish15,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Is this only the second time you have requested a withdrawal from this casino?
Could you please confirm if your most recent winnings were accumulated from sports betting only or did you play casino games as well?
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
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6 days ago
Hi Veronica,
Thank you for looking over my case. I have answered your questions below.
1. There is no chance anyone came to my house and used a betplays account. I am the only person in my household to have a betplays account.
2. This is my 2nd withdrawl I have requested from this casino. The 1st withdrawl about 2 years ago happened without any problems.
3. The recent winning streak was done via sportsbetting
I hope betplays answers to you because they refuse to speak to me via email, vip host or chat service even though it is in the their licence agreement that they must communicate with its customers.
If you seek any evidence at all please don't hesitate to ask.
Prashan
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19 hours ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting. Therefore, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
