BetPlays Casino - Player's withdrawal denied due to alleged rule violations.

Hello. I played at betplays and won 8000€, finished the verification process, and then made a withdraw of 2500€ and then played again and won some more, so total 11000€.

after 5 days i asked for my pending withdraw, and now after 14 days they still tell me the same, that the will contact the payment team and give me feedback. i havent got a feedback since day 5.

today they sent me a mail about:

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

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

This is absolutly impossible since i have just bought a new computer, and i have just moved back to norway and therefor have a new ip and i have never played at this site before.

i did not break any of the bonusrules. so please help me here, this is just a scamsite and all people should stay away from this site

Hello steffmoll1g,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Does anybody else play in the same casino from your household? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

it was fullu verified about the 10.nov. sent all the docs they asked for. both real money and bonus, first i won like 7k with bonus, and after i wagered the bonus without breaking any terms, after that i won like 4k € more.

Noone from my household plays casino. the last time i spoke to them was the same day i sent this complain

Thank you steffmoll1g for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you steffmoll1g for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetPlays Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

They are not going to answer, just warn all players to never play at this scamsite. hopefully they will lose their licence soon

Hello,

The customer registered on our website on 03/11/2023. 

After carefully reviewing his account and betting activity, we have discovered that he has violated our General Terms and Conditions. The customer has violated the following rules of our General Terms and Conditions:

Rule 3. and Rule 16.

After a thorough investigation, it became evident that multiple accounts were created from the same location, device, and IP address. The same bonuses, games and gameplay were found in the linked accounts.

Supporting evidence will be sent upon request

Kind regards,

BetPlays Team

Thank you for the update BetPlays Casino Team. I would appreciate it if you could forward supporting evidence to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

Thats just BS, and not possible. just a silly reason to not pay the customers

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.

Stay away from this site, just so silly. cant even reply within 7 days, if they have some evidence it should not be a problem to send it

I have tried to contact the casino and its affiliates to provide the evidence but to no avail. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of BetPlays Casino. We have received the following message:

Hello and sorry for the late response, proof will be send in a bit.

I would appreciate it if you could forward supporting evidence to my email. (peter.c@casino.guru)

Thank you in advance for your cooperation!

and now they got 7 more days`? its so sick, stay away, its just a scam

Hello,

Please check again your email for evidences.

BetPlays Team

Thank you for providing the evidence BetPlays Casino representative.

Dear steffmoll1g, from the evidence provided by the casino we believe the multi-account accusation is justified. Unfortunately due to that, we will have to reject your complaint. Thank you for your understanding, 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.