The player from Sweden's account was closed by the casino after he won money, citing their policy on only allowing one account per customer. His withdrawal was canceled, and he sought the return of his deposits, claiming he did not remember having another account with them and confirming he had provided KYC documents upon registration. The Complaints Team attempted to gather more information by asking the player several clarifying questions, but he did not respond to the inquiries. As a result, the complaint was rejected due to insufficient information to investigate further.
Betandplay Casino - Player’s account has been closed and winnings confiscated.
Closed
Our verdict
Player stopped responding
Amount: 8,000 kr
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Hello,
I opened an account with them and made several deposits, in the end I more or less won my money back, then my account was closed when jsg won.
They canceled my withdrawal and wrote:
"We hope this email finds you well.
As per our Terms and Conditions, only one player account is permitted per customer.
This account, along with any secondary accounts (if applicable), has therefore been permanently closed, and any remaining balance forfeited.
Please do not create any further accounts.
Thank you for your understanding and cooperation,"
I didn't take any bonus either. Played sports betting. At least give back my deposits. They choose to take all my money.
And yes, I don't remember that ksg had an account with them either! I sent all my KYC documents when I created my account too.
Can you help me please!
Automatic translation:
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8 months ago
Dear Silverb,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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8 months ago
TranslationI don't remember, I looked at my other email address and there's no record of me having an account with them. I sent in all my documents but I don't know if they are
verified them closed my account.
I played betting without a bonus, never activated the bonus. I made several deposits and lost but finally I won but then they choose to close my account not before. As soon as you win they close it
From my perspective, those are fucking disgusting!
They intentionally want me to gamble away my money then close my account.
I also see in another case that they made goodwill and chose to pay out the money to someone else who had a similar case to me.
So sick they barely cooperate with me and don't answer me anymore!
Automatic translation:
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8 months ago
Den svarade mig igen,
We would like to inform you that we have decided to close your account.
According to our Terms and Conditions, we are not obligated to provide reasons for this decision.
Please don’t create a new account, as we would otherwise have to cancel any potential winnings.
We wish you all the best for the future.
Betandplay Support
hur kan dem säga att vi behöver inte bevisa eller förklara mer till dig för stängningen av ditt konto!
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8 months ago
Thank you for your responses.
If you do not remember creating a duplicate account, is there any possibility that someone who lives with you or shares the internet with you also created an account at this casino?
Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
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8 months ago
TranslationNo, I don't use VPN, but I have emailed you, can you please check my email?
Automatic translation:
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8 months ago
Thank you for your email.
Could you please clarify the following:
- When was the last time you accessed the original account you created at this casino?
- How long did you use this account, and how many deposits did you make into it?
- Did you use any bonuses while playing on this account?
- Have you successfully completed full KYC verification on this first account?
- Is the original account currently closed or still accessible? If it’s closed, was it closed at your request, or was it closed by the casino?
Your answers will help us better understand the situation and determine how we can assist you.
