The player from Italy has an issue with Betplays.com refusing to pay out a win of 5000 euros and blocking the account, citing a violation of their terms and conditions. We rejected the complaint due to the nature of the problem being sports-betting related and refered the player to a different service.
BetPlays Casino - Player's winnings confiscated and account blocked.
Amount: €5,000
BetPlays Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.0
BetPlays Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Good day, the casino betplays.com is refusing to pay out a 5000 euro win that I achieved, claiming that I have violated their terms and conditions. Additionally, they have blocked my account.
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6 months ago
Dear PIERTHEHAWK75,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetPlays Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Did the casino cite any particular rules that were broken?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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,
Tomas
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6 months ago
Translation
I have been a player for about 3 months and the account was blocked on May 13, 2024
I played sports betting
I didn't add any bonus balance, I only played with real money.
I claimed my winnings after endless requests
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6 months ago
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The casino didn't mention any broken rules, I just adopted an altered attitude due to the non-payment of the winnings, since it's not small change, I would like to see anyone's reaction!
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6 months ago
Thank you for your reply, PIERTHEHAWK75. I would like to emphasize that our forum Casino.Guru deals with 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 if you predominantly focused your gaming activity on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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6 months ago
Translation
Yes, thank you, could you tell me which ones?
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6 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
