Betandplay Casino - Player’s account has been closed unexpectedly.

Guten Morgen,

Bei betandplay Casino habe ich endlich mal etwas Geld gewonnen.

Leider war die Freude darüber nur kurz, denn mein Konto ist darauf hin einfach deaktiviert worden.

Bis heute bekomme ich keine Info darüber warum, und was mit meinem restlichen Guthaben passiert.

Auf Anfragen beim Support wird mir nicht geantwortet.

Liebes Casinoguru Team, ich hoffe ihr könnt mir hier weiterhelfen.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tho54,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your casino account.

To better understand your situation, I would like to ask you a few questions:

• When exactly was your account deactivated, and did you receive any message or notification from the casino at that time?
• Had you recently completed KYC verification, or was the casino asking you to provide any documents before the deactivation occurred?
• Were there any disputes or unusual activities (e.g., bonus issues, multiple accounts, failed verifications) before the closure?
• Have you tried contacting the casino through multiple channels (email, live chat, etc.), and if so, when and how many times?

If you have any emails, screenshots, or other communication with the casino, please feel free to forward them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Wann genau wurde Ihr Konto deaktiviert, und haben Sie zu diesem Zeitpunkt eine Nachricht oder Benachrichtigung vom Casino erhalten?

-Genau kann ich das nicht sagen, es war auf einmal nicht mehr möglich sich einzuloggen.

Am 25.11 habe ich erstmals hingeschrieben was los ist.

Hatten Sie die KYC-Verifizierung erst kürzlich abgeschlossen, oder hat das Casino Sie vor der Deaktivierung um die Vorlage von Dokumenten gebeten?

-Mein Konto war bereits verifiziert und ich hatte auch vorher ohne Probleme auszgezahlt

Gab es vor der Schließung Streitigkeiten oder ungewöhnliche Aktivitäten (z. B. Probleme mit Bonuszahlungen, Mehrfachkonten, fehlgeschlagene Verifizierungen)?

-Keine Probleme bis ich halt größer getroffen habe

.

Haben Sie versucht, das Casino über verschiedene Kanäle (E-Mail, Live-Chat usw.) zu kontaktieren? Wenn ja, wann und wie oft?

-Mehre Male per Email, hab die Standard Antwort bekommen dass die Anfrage erhalten worden ist und man sich innerhalb 24h meldet. Was aber leider nie passiert ist.

Hi Tho54,

Thank you very much for your update.

• Since you mentioned that your account had already been verified in the past and that you were able to withdraw funds without any issues, could you please forward any confirmation you received from the casino regarding the successful completion of your account verification?

This could be an email, message, or screenshot confirming that your KYC was approved.

• Additionally, to help us better understand the context before the deactivation, could you please advise which games you were playing before your account became inaccessible?

This information can sometimes be relevant, especially if the closure happened immediately after a win.

If you have any screenshots or further communication from the casino, you are welcome to forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Guten Abend Petronela,

ich leite dir die Email weiter das mein Konto verifiziert worden ist.

Gespielt habe ich diverse Slot und Sportwetten. Aber auch LiveCasino.

Der Gewinn stammt aus einigen größeren Gewinnen bei Slot von PragmaticPlay dieses Angler Spiel.

Hi Tho54,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Tho54,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betandplay Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betandplay Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Hello both, thank you for contributing to this thread so far.

@Jakub I have emailed your colleague Igor about similar complaints, would you kindly align with him please as he has more information about the next course of action. Thank you!

Dear Betandplay Casino,

Thank you for your response and for providing the details regarding this matter. Your cooperation is greatly appreciated.

Dear Tho54,

After a thorough review of the evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint and must reject it as unjustified.

Our assessment identified strong indicators of fraudulent gameplay patterns, suggesting an intention to gain an unfair advantage over the casino’s systems and other players. This includes, for example, placing sports bets while an active bonus was applied, which is explicitly prohibited under the casino’s Terms and Conditions.

Due to confidentiality and security reasons, we are unable to disclose further details of our findings. Please note that this decision has been unanimously agreed upon by our internal team and is final.

For future reference, we strongly recommend carefully following the casino’s stated Terms and Conditions and refraining from engaging in any strategies intended to gain an unfair advantage.

I am sorry that we could not be of more help on this occasion.

Thank you for your understanding.