The player from Germany encountered difficulties withdrawing money from Betandplay as the casino requested verification of his deposit method, a virtual credit card. Despite providing screenshots from his banking app confirming his name and the deposit, his submissions were continuously rejected, and his bank was unable to generate a credit card statement. After persistent communication with the casino and pressure from his bank, he eventually received proof of ownership of the credit card, leading to successful verification.
Betandplay Casino - Player faces withdrawal difficulties due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,500
Betandplay Casino
Safety Index:Very highCase summary
Discussion
Public
Public
10 months ago
Translation
Good day,
I used a virtual credit card in my name to deposit at Betandplay.
I've been playing there for a while now and have always deposited and withdrawn using my checking account, which is also verified.
Logically, Betandplay now requires verification of the deposit method, which is also logical.
After consulting my online bank, the function for generating a credit card statement is currently unavailable. I've uploaded some screenshots of my banking app (showing my name and the deposited amount, as well as the virtual credit card), but they keep getting rejected. My bank is refusing to accept the request and insists that the function for generating a credit card statement is currently unavailable. I can confirm through my banking app that this credit card is in my name.
Thanks in advance!
Best regards
Arthur
Automatic translation:
Public
Public
10 months ago
Dear a4erxx,
I’m sorry to hear about your negative experience with BetandPlay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you contacted the casino and explained the situation?
- Were you asked to provide any alternative evidence that the virtual card belongs to you?
- Could you please share with me your communication with casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationHello Tomas,
many thanks for the quick response.
I've contacted the casino several times and always get different reasons. First, they tell me to upload a credit statement, so I contacted support and explained that my bank wouldn't issue me a credit statement.
Then they told me to upload my credit card agreement as a PDF (unfortunately, this doesn't show my credit card number either, as it was only issued to me after the contract was signed) - this was also rejected (reason: uploading the credit statement).
Now the support tells me to get a certificate from the bank confirming that I have a credit account with them.
My bank won't issue me this certificate either. I've been writing to my bank daily since April 19.
I have now uploaded everything I have in my possession and everything is still being rejected.
I have attached a chat with support and also the chat with my bank as a JPG.
Thank you and kind regards
Arthur
Automatic translation:
Public
Public
10 months ago
TranslationHello again,
After much pressure from the bank, I received proof of ownership of the credit card and was subsequently verified.
Thank you for your effort, this case can be considered solved!
Automatic translation:
Public
Public
10 months ago
Dear a4erxx,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
