BetPlays Casino - Player’s winnings have been canceled due to alleged multiple accounts.

I deposited 505 CA$, I got a bonus 100% bonus, rollover was atached to 505*10 times, cash and bonus were sperated in the account.

2900 was bonus money and 1700 was my cash, = 4600 company refuses to pay and response, they say i have multiple accounts, I do not have any other account on this site. i have withdrawn from here before.

This company invited me by giving me a vip bonus becuase i had lost money here recently, so they thought I'll lose more.

Dear SavedWriter, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Could you please specify the name of the bonus or send me the direct link to the 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, 

Veronika

This company also asked for my selfies when I was verified.

i

I can confirm in my household, live alone, I am single not married, no kids, no family. I have had 2 succesful withdrawals from this site on 27 March and 6 April of this year.

i recently won on Pakistan Vs Afghanistan match on odds of 7.88 and 3.88 and won a good chunk and then this company wants to now avoid paying.

after this situation this company continues to send me promotions but have cancelled my account

Dear Sir/Madam,

 

We are in receipt of your email.

 

Please fill out the attached form. Also please include all emails, chats or any correspondence that supports your issue. We also need a certified copy of your government issued ID/address verification.

We also require a copy of the source of funds to place wager as per the AML policies.

 

Once we receive the information we will contact our Licensee.

 

Regards,

 

Gaming-Curacao.com

This has been sent from their regulator, can you please help me understand,

by certified copies what do they mean ? I use online banking I can download a statement and use will that be accepted ?

Source of funds means they need proof of my pay ? My bank statement that has my salary added each is sufficient for that ?

I have also emailed them for clarity

Dear SavedWriter, have you provided the regulator with all the necessary documents or do you still need assistance? Please let me know.

My Response.

Please clarify what is meant by a certified copy ? I have downloaded the statement from my online banking app, and have taken screenshots when I transferred my money from my bank account during the transaction. 

Please tell me what is meant by "We also require a copy of the source of funds" ? Which exact document ? can you kindly tell me in simple terms 

I have attached these documents. Please tell me, what else do you need ?

Regulator’s Response

Dear Sir,

 

Thank you for these documents.

 

We will contact the operator and revert back if anything else is needed. Or with an update.

We have checked with the operator and found the following:

 

You registered on their website on 03/12/2022. Since then, you have deposited a total of 3007.00 CAD and withdrawn 3128.00 CAD. (so you are at a win here)

 

On August 24, 2023, you deposited 505.00 CAD and received a 100% bonus (505.00 CAD).

You then made Under/Over market bets and repeat bets. Your winnings were obtained with bonus funds from Under/Over bets and repeated bets on the same event/market that violated the following Bonus Terms and Conditions:

 

17.4. Only one bet can be placed per event once there is an active bonus in your BetPlays account. If we detect such activity, all winnings and bonuses will be canceled, the account will be suspended and the payment will not be processed.

 

17.5 The following types of bets do not count towards meeting the wagering requirement: Starting Price (SP) bets, any type of handicap, no draw bets, system bets, over/under bets, void/canceled/red value bets, drawn amount bets or bets made with a free bet.

 

7.6. www.betplays.com will review all player Accounts and classify them at its discretion. Once a player is classified as a "bonus hunter" or "bonus abuser", all winnings and bonuses will be void and the Account will be suspended and the payment not processed.

 

We do not see a reason to hold them accountable as they acted in between their Terms and conditions.

________________________________________________________________________________________________________________________________

I was informed something else when the withdrawal was cancelled now they are changing their reasoning, This company invited me to use a bonus specifically, and now are callling me bonus hunter.

I could not have requested a withdrawal if the rollover requirements were not met.

Asked very clearly in the communication with vip@betplays.com, they informed the odds are just required to be 1.75 or more.

They have kept my deposit of 505, and winnings generated from my own cash was 1700 and 2900 was the winnings from bonus funds. When the rollover was completed these balances were merged and available for withdrawal and I was informed by their company to try to withdraw and then use the bonus free play of 100.00 CA$ as per the offer there is record of this chat with the operator.

Dear SavedWriter,

Thank you very much for the update. After reading your last comment I must inform you that, unfortunately, we don't have a branch dealing with sports betting yet. However, I can suggest three websites that do:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope they will be able to help you with your issue. Please understand, that we wouldn't be able to advise you correctly as we don't have enough insight on sports betting, and we wouldn't be able to judge competently all the pros and cons. Therefore, your complaint will now be rejected.

I’m truly sorry we couldn’t be of more help.

Thank you for your understanding.

Best regards,

Veronika