BetPlays Casino - Player's winnings have been confiscated due to alleged violation of rules.

I opened an account here and got a 100% deposit bonus. Deposit NOK 1500/€150. Won up to NOK 50,000/€5,000 which I withdrew. After 14 days I received this Mail.

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.

We have refunded your initial Deposit of NOK 1500.00 to CC***4661.

Please review Rule 3. and Rule 16. by using the following link:

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

Best regards,

BetPlay's Team.

This is the answer I get when I say I don't know what I've done wrong. Then it's suddenly rule 9 also​​​​. 

Criminal Activity, Collusion & Cheating

Dear Customer,

After reviewing your betting activity closely, we discovered that you have indeed violated our General Terms and Conditions.

Your account was suspended for breaching our Rule 3. and Rule 16.

As stated this decision has been made inline with out terms, therefore the account will remain blocked.

This is our final response on this topic, further emails on this topic may be disregarded.

You may review our Rule 9. and Rule 16. by using the following link:

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

Best regards,

BetPlay's Team. 

All this comes 14 days after I verified the account and made my first dposit and withdrawal

Dear p5npmy7d7b,

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. Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.? Did you provide any documents to verify your identity before your account was closed?

Also, based on the listed terms it seems that the casino accused you of creating multiple accounts. Could you please advise if this was the first and only account you created in this casino?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello. I only played slots. I had submitted all documentation. Both sides of bank card, utility bill showing my address and driver's license. so the account was verified. This was approved on 20 December. Never heard of this casino before I created the account. So this is my only account.

Thank you for your reply, p5npmy7d7b. Is there any possibility that someone from your household or using the same IP address has also created an account at this casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Hello.

'm pretty sure that some of my children aged 10 and 15 haven't set up an account there. I feel sure that none of my friends have opened an account with them as I have never heard of this casino. When I saw that I could manage the turnover, I was in contact with customer service. Then asked what the max bet with bonus was. I was told that there were no restrictions on betting with the bonus I received. Then went up from NOK 20 to NOK 50, possibly I also played NOK 100. Sending picture of the chat where I ask.

Thank you very much, p5npmy7d7b, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello p5npmy7d7b,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this.

We would like to invite BetPlays Casino to join the conversation.

Dear BetPlays Casino,

Can you please provide us with more information on how and which rules the player allegedly breached? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello Michal.

I sent them Mail the other day. But they just stopped responding. The whole company seems very unscrupulous.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They haven't responded in 2 weeks. They also haven't responded to Mail since my account was deleted. They wrote in the last Mail that I wanted to get back the NOK 1,500 I started with. Haven't seen anything for the money.

Dear p5npmy7d7b,

I'm in contact with the casino team via email. I have received some information, but I'm awaiting additional information to better understand the whole situation. Just to double-check, are you sure that no one else in your household (apart from your children) has opened an account at BetPlays Casino? Have you been informed about BetPlays Casino by your friends, family, or someone you know about BetPlays Casino, or how did you find them? 

Hello.

Hello. I am 100% sure that no one in my household has opened an account at BetPlays Casino. I had never heard of this Casino until I saw it on the ValueGambling website. I then saw that I received a deposit bonus. This is someone who streams slots on Twitch from Norway.

Thank you for your response, p5npmy7d7b.

Our discussion on your case is ongoing, and I'm awaiting further details from the casino team. I'll keep you informed of any developments.

I really appreciate the help.

Dear p5npmy7d7b,

Could you provide more clarity regarding your earlier statement? Specifically, are you the individual who streams slots on Twitch from Norway, or have you observed another streamer playing slots at BetPlay Casino?

Hello. I understood quite early on that this was most likely not a serious company as I have never experienced anything similar. First, the withdrawal is frozen for over 1 week on the account. I am then in contact with the Casino where I wonder why? You will then be told that this is standard with them. Never experienced this before after an account is verified. I then tried to ensure that I had the entire session on stream. Never heard of anyone streaming or playing at that casino.

Dear p5npmy7d7b,

Have you been streaming your entire gameplay experience since registering at BetPlay Casino, or did you begin streaming only after encountering issues with your withdrawal? Were you aware of any members of your audience playing at BetPlay Casino simultaneously and engaging in the same games as you? This information could prove valuable

I have never streamed. I have taken pictures of the chat with customer service where I ask what the maximum bet is. Was then informed that there was no limit on the bonus. Have they told you what they think I did wrong? Do they have proof of what they are accusing me of? Looking at their site, there is another Norwegian who has had problems with them in the past.

Dear p5npmy7d7b,

The breach of the maximum bet while playing with the bonus was not the reason for the confiscation of your winnings, however, I have received additional information and evidence from BetPlay's team. Unfortunately, after a thorough examination of all pertinent information, we are declining this complaint as unjustified due to a breach of the casino's terms and conditions and bonus terms and conditions, specifically the misuse of multiple accounts created in closed succession one after another linked with IPs, claiming the same bonuses, engaging in the same or very similar gameplay, using the same or very similar payment method, and other similarities. Under these circumstances, I will not be able to help you with this, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 3. and Rule 16, as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

It is strongly advised that you carefully review the terms and conditions before activating any bonuses, ensuring strict adherence to all rules to prevent disappointments similar to this one. We regret that we could not be of assistance in this matter, but please feel free to reach out in the future if you encounter any issues with this or any other casino, and we will make every effort to provide assistance.

Best regards,

Michal

Casino Guru