The player from Austria had his account closed for allegedly registering with incorrect personal information shortly after attempting to withdraw his funds. Despite asking for clarification on which details were erroneous, the casino did not provide a response. The player did not respond to inquiries and reminders from the Complaints Team requesting additional information to investigate the issue. Consequently, the complaint was closed due to lack of communication, but the player could reopen it in the future if he chose to resume contact.
Betandplay Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €800
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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4 months ago
'account was closed due to registration with incorrect personal information'
Hi,
the site closed my account after i send my personal information after i tried to withdraw my money. 20-30 minutes after the request they closed my account do to violations of there terms. After i asked them wich informations are wrong about my self they didn't wanted to tell me.
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4 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 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.
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4 months ago
Dear HT97,
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.
- 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 the help of a bonus?
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Did you pass the verification before you lost access to the account?
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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4 months ago
Dear HT97,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
