BetPlays Casino - Player's withdrawal has been delayed.

hello guru . i received a bonus of 2 euros at this casino .with wager and max cash out 40 euros .i finished the wager and had a balance of 110 .then the remain balance disapeard and left with 40 .that was the max amount i could get. no rules given at tha bonus .it was a promotion for a celebrate of casino .they gave it me aftes chat communication . after the end of the wager .i received instant and automatically a new bonus of a free bet of 25 .with no wager and no rules .i just could get what i got after plaing that 25 euros .i got 20 euros from that bonus .so now my balance is 60 total .i request a withdraw via cryptos .as my deposit was . today they send and email and canceled my withdraw . they do not let me withdraw and ask for a new deposit of 60 euros as that i won .and wager that x5 = 300 .and then they said i will be able to withdraw all my money .they never let me know all that rules when giving that bonuses . now my account is open and has a balance of 60 euros . i have pasted the kyc . please help me get my winings .i post all the chat i had after with the support .thank y .greetings .do your best

Dear kirkosnex51,

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 the situation.

Could you please send me the exact link or the promotional email regarding the €2 bonus and the 25 free bet bonus that you activated and played with? You can forward this information to my email at veronika.l@casino.guru.

Were both bonuses no-deposit offers, or did they require a deposit? Additionally, were these separate bonuses or part of a single promotional offer?

Have you made any deposits to this casino in the past, and can you confirm whether you successfully passed the full KYC verification process?

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

Thank y guru for your time to listen me .i will send you the email y asked .for the extra info and the whole chat i had with suport after .i took 2 seperate no deposit bonus .the one after the other .not together the same time .first the 2 $ bonus .after completing the wager of that .the other free bet of 25$ came to my profile automatically .i asked then the support was is this bonus about .and informed that is a free bet with no wager and i can just win what i will profit after placing that bets .so i have nothing to loss .as the 40$ from the first bonus where already in my account .i have passed the kyc and yes i have deposit in the past to this casino .

Since both of your bonuses were free no-deposit offers, the following rule applies, as stated in the Terms and Conditions:

No Deposit Offers follows a "play now, deposit later" approach. You can claim a No Deposit Bonus without an initial deposit. If you win and wish to keep the winnings, you must subsequently deposit an amount equivalent to your winnings. To withdraw the winnings, you're required to wager the deposit amount five (5x) times.

If you won $60 from both of these free bonuses, your winnings will be available for withdrawal only after you deposit an additional $60 and wager it five times. I understand that this amount is quite high and you may lose it during wagering, but since the bonuses were free, the casino may apply rules for withdrawals it deems appropriate.

so you think it is fair that the casino provide bonuses without clearing any rules and saying nothing about that bonuses .only after a win comes up .i dont think that is the way a casino is supposed to work . now i have on my account 60 euros that i must throw on the bin . there is not make sense to deposit 60 euros and do a x5 wager ........... this is total stupid and clear stealing !

I understand your frustration. It can feel unfair to have to deposit your own money to access funds you’ve already won, but I’d like to explain why this requirement exists and how it's tied to the rules that casinos have in place.

No-deposit bonuses are designed to give players a chance to try out the casino’s games without having to risk their own money upfront. However, these bonuses are not entirely "free" in the traditional sense. Casinos need to implement certain safeguards to prevent fraud and ensure that the bonus is used fairly. This is why no-deposit bonuses often come with conditions such as a wagering requirement or the need to make a verification deposit before you can withdraw your winnings. The deposit requirement also allows the casino to verify your identity and ensure that withdrawals are being sent to the rightful player.

The deposit acts as an additional layer of security, confirming that the player is a legitimate user and that the payment methods belong to them. Without this, anyone could abuse the system, and unfortunately, this would mean fewer opportunities for legitimate players like yourself to enjoy these kinds of offers.

While I understand this might be disappointing, it’s important to always review the specific Terms and Conditions before accepting any bonus, especially since rules can vary from casino to casino. Many times, these conditions are listed either within the promotional offer or in the casino’s general Terms and Conditions. If you ever have doubts, it’s always a good idea to contact customer support beforehand to clarify any bonus requirements.

If you're unwilling to make the necessary deposit to verify your account and meet the withdrawal conditions, I’m afraid there isn’t much we can do to assist further in this case. However, if you decide to go through with it, it could be a way to unlock your winnings and continue enjoying your experience.

I hope this helps clarify the situation, and I’m here if you need further assistance or have any more questions.

Dear kirkosnex51,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

i zeroed my balance .thanks betplays for stealing my winings . i will close my account to this skam casino . please guru inform the people about all this situation and post my complaiment ,thank you for your willing to help . see y

Dear kirkosnex51,

Thank you for letting me know. I'm truly sorry to hear that you lost your winnings after making the verification deposit. I understand how frustrating it must be, especially after winning with a free bonus. Unfortunately, the nature of casino games is unpredictable, and while there are moments of success, there can also be setbacks.

I hope that in the future you’ll have better luck. However, I regret to inform you that I have to close your complaint this time. 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.