The player from Germany filed a formal complaint against BetandPlay for their lack of response to her October 10, 2025, request for a refund of her deposits. She highlighted the casino's insufficient complaint resolution practices and sought assistance from Casino Guru in obtaining her refund. While the player asserted her entitlement to a refund based on the casino's lack of a valid German license, the Complaints Team informed her that they did not handle complaints related to licensing regulations and could not assist further in this matter. Consequently, the case was not pursued by the Complaints Team.
Betandplay Casino - Player requests refund for blocked deposits.
Closed
Our verdict
Unjustified complaint
Amount: €120,000
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Dear Casino Guru Team,
I hereby file a formal complaint against the online casino BetandPlay, operated by Dama NV (Curaçao).
On October 10, 2025, I requested a written refund from the casino for my deposits (this explicitly does not refer to withdrawn winnings, but rather to the original deposits). Since that date, BetandPlay has not responded substantively to my requests.
The casino actively promotes EUR payments and German players, but does not offer a sufficient, transparent complaint or dispute resolution option. In my opinion, these are provider practices that do not meet consumer protection and complaint management standards.
I request Casino Guru's assistance in contacting the operator and requesting a refund of my deposits. I am happy to provide supporting documents (transaction records, email correspondence, screenshots) upon request.
Thank you for your support.
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6 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear leopa123rt,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Betandplay Casino. Please be advised that withdrawing funds from your casino account without engaging in any gameplay may be considered a suspicious activity and could be flagged as a potential money laundering concern. Online casinos are subject to stringent regulations regarding such transactions, and as a result, withdrawing deposited funds without any gameplay may be more complex than expected.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino?
- Have you participated in a gameplay at all?
- What is the reason of you wanting to withdraw your deposit?
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,
Katarina
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6 months ago
TranslationDear Katarina,
Thank you for your feedback and support.
I was a Betandplay customer for an extended period. I occasionally played, but this complaint is not about lost bets or winnings, but rather about the refund of my deposits, as I believe Betandplay operates without a valid license for the German market.
I have contacted the casino several times and requested a refund of my deposits, but have not received a response since October 10, 2025.
Since the provider actively targets German players and accepts euro payments, I see this as a clear violation of applicable gambling regulations.
I would like to resolve this matter fairly and out of court. I can provide all supporting documents (deposits, communications) if necessary.
Thank you for your support.
Best regards
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6 months ago
TranslationDear Katarina,
Thank you again for your feedback. This is already my second response to this complaint.
To supplement my first message, I would like to inform you that my deposits at BetandPlay were made between the beginning of July and the end of August 2025, a period during which I was also registered as an active customer.
I have since sought legal advice. According to this legal assessment, I am entitled to a refund of my deposits, as I believe the casino operates without a valid license for the German market and is therefore violating German gambling law (Section 4 (4) of the German Gambling Tax Act).
My claim is based in particular on:
§ 134 BGB (Prohibited legal transactions) – Contracts with unlicensed gambling providers are void in Germany.
Section 812 paragraph 1 sentence 1 BGB (unjust enrichment) – the operator is obliged to repay if deposits were made without legal grounds.
Additionally, I would like to note that I have requested the closure of my player account several times, but BetandPlay has not responded.
Only after I contacted Casino Guru did I hope the casino would finally comply with my request. The casino only closed my account after Casino Guru intervened.
In my understanding, the failure to respond to a closure request is a clear violation of the operator's obligations to protect players and a further sign that the casino is not acting in compliance with the rules.
I would like to emphasize that I am not concerned with lost bets or winnings, but solely with the refund of my deposits.
Since the casino has not responded to any of my messages since October 10, 2025, I expressly request that BetandPlay (Dama NV) be actively involved in this complaint and provide a statement.
I remain interested in an out-of-court and fair solution and will be happy to provide all necessary documents upon request.
Thank you for your support and your time.
Best regards
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6 months ago
TranslationDear Katarina,
I would like to add something to my previous answer to avoid any misunderstandings.
Of course, I also participated in the game during the period mentioned (July to the end of August 2025).
However, my concern is the refund of my deposits, as these were made to a provider not licensed for Germany and are therefore legally invalid (§ 134 BGB, § 812 BGB).
I hope this clarification helps to better understand my concerns.
Thank you for your effort and support!
Best regards
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6 months ago
Dear leopa123rt,
thank you for your messages.
Firstly, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account?
Could you please forward your account closing request to my email katarina.d@casino.guru?
Could you please clarify what is your current balance on your player's account?
Looking forward to your reply,
Katarina
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6 months ago
TranslationDear Katarina,
Thank you for your feedback.
I would like to clarify once again at this point that my complaint is not about the closure of the account, but about the refund of my deposits.
I was an active customer at BetandPlay between the beginning of July and the end of August 2025, and I deposited and played several times during this period. My account has since been closed, and there was no longer any balance on it.
I mentioned the account closure merely as an indication that the casino was acting unlawfully, as it repeatedly failed to respond to my requests. The real issue, however, remains the refund of my deposits, which I am asserting based on the following legal provisions:
According to Section 4 Paragraph 4 of the State Treaty on Gambling (GlüStV), offering online gambling in Germany without a German license is prohibited.
According to Section 134 of the German Civil Code (BGB), contracts that violate a statutory prohibition are void.
Furthermore, Section 762 of the German Civil Code (BGB) states that gaming contracts without a legal basis do not give rise to enforceable claims.
Since BetandPlay does not hold a valid German license, the gaming contracts concluded between me and the provider are legally invalid. I am therefore entitled to a refund of the deposits I made.
I have already sought legal advice to ensure that my claim is justified and legitimate.
I therefore request that the casino now be officially involved in this complaint and provide a concrete response to my refund request, rather than referring to secondary issues.
Best regards
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6 months ago
Dear leopa123rt,
thank you for your message.
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.
All the best,
Katarina
