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

Hello

After winning about 1270 euros I want a withdrawal. I sent a photo of my passport and a selfie with my passport which were approved. But they refused my withdrawal telling me that they want a document to confirm my address. I submitted this document for address verification and the documents were approved. I requested a new withdrawal of my winnings but was denied. I saw that they sent me an email to confirm the withdrawal information, which I didn't respond to immediately, but I did when I saw it. However, the withdrawal was cancelled. So I requested a new withdrawal, keeping an eye on my email so that I could respond in time this time. But today I received an email with the following message:

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.

All this after my documents were approved and yet my 3 withdrawal attempts were denied!!!

Dear otto88,

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?
• 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 or without an active 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

1) Could you please advise how long were you a player of the casino and when exactly was your account blocked?

• I open a account on 27.September 2023 and my account is suspended on 18.10.2023

2) What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

• I play and win only in Big Bass Bonanza

3) Did you achieve your current balance with or without an active bonus?

• I achieve it with my current balance with NO active bonus?

Thanks for your reply.

Could you please send me any relevant communication between you and the casino regarding the issue? My email is tomas@casino.guru

The only communication between me and the casino is when I sent my documents. Now my account is suspended so I can't send you. But the communication is about verifying my account and all the documents I send are verified by the casino and then after I request a withdrawal I get an email saying they are suspending my account!

After I see all the complaints about this BetPlays Casino here in Casino Guru I think they have problem with paying to the players!

Thank you very much, otto88, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you otto88 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 why was the player's account suspended, could you please provide any evidence of fraudulent activity to my email? (peter.c@casino.guru)

Thank you!

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.

The customer registered on our website on 27/09/2023. 

After carefully reviewing his account and his 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 9.

The customer sent us forged KYC documents (Passport, Selfie with Passport and Utility Bill). In the submitted documents he presented himself as Txx Oxxxx.and in his other 2 accounts he presented himself as P***r M***r and A***n S***t.

He created at least 3 accounts using the same Passport, Selfie with Passport and Utility Bill with different names. 

We had also already paid him the winnings in one of the accounts (649,50 EUR) before we noticed the fraud. 

For this reason, the customer's account was blacklisted.

Evidences will be provided upon request.

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

Thank you in advance!

Hello , we have already sent everything in the related email.

Thank you very much for providing evidence BetPlays Casino Team.

Dear otto88, the casino has provided us with evidence of three accounts using the same documents that were modified to contain different names. This is a clear violation of terms and conditions and is considered fraud. Due to the aforementioned reasons, this complaint will now be rejected. 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.