The player from Italy had won approximately 500 euros but found that his account was deactivated after he attempted to verify his identity. The casino claimed the closure was due to an allegedly previously created account, which he did not recall. He sought to recover his winnings. The player regained access to his account but found his balance confiscated and was unable to get a satisfactory response from the casino regarding his winnings. The complaint was marked as resolved after the player confirmed the issue was addressed, though details of the resolution were not specified. We acknowledged the resolution and offered further assistance if needed.
Betandplay Casino - Player’s account has been closed.
Resolved
Our verdict
Case closed
Amount: €500
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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2 months ago
Translation
Hello,
I won approximately 500 euros at this casino. I then wanted to verify my identity and uploaded all the necessary documents.
The next morning I wanted to log into my account and saw that my balance was gone and my account had been deactivated.
The reason for this is another account I apparently created on this site about three years ago. To be honest, I didn't even remember ever playing there; I think I only played there once and never again.
I haven't activated any bonuses or anything like that.
Is there a way to receive the money I won? As I said, I unfortunately forgot how.
Best regards
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2 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate the winnings you have been trying to withdraw?
- Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
- Could you kindly specify if you closed your original account at this casino in the past, or if you were blocked by the casino due to a breach in their Terms and Conditions?
- When exactly did you create your second account at this casino?
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
Veronika
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2 months ago
TranslationHello Veronika,
Thank you for taking on this case. Before I answer your questions, I'd like to mention that I wasn't aware I had created an account on this site a few years ago.
I searched through my emails and found that I had requested the deletion of my account back then. Since then, I haven't logged into that account at all, because I thought it no longer existed.
I registered at the casino yesterday evening (June 19th), entered my details, and made a deposit; everything went smoothly. At no point was there any indication that I already had an account.
So I played and won some money, then I uploaded all the documents to verify my identity and send withdrawal requests.
One payment of €75 and one of €300. The applications were successful. I also had a credit balance of €140 in my account.
When I woke up the next morning, I couldn't log in anymore, and I had an email telling me there was another account. But I still wonder why it wasn't deleted, as I had requested at the time.
Now to your questions:
Which games did you play to win the prize money you now wish to withdraw?
I only played slots, and always without bonuses. I never wanted to gain an unfair advantage.
Could you please indicate whether you have closed your original account with this casino in the past, or whether you were banned by the casino due to a breach of the terms and conditions?
I created my account on March 21, 2023, and had it deleted on the same day.
When exactly did you create your second account at this casino?
I created the new account on June 18, 2026.
I will gladly forward the emails to you.
Best regards
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2 months ago
TranslationHello,
I now have access to my account again.
However, my balance was confiscated. I tried to find a solution with the site to possibly receive some of the winnings, but I'm being ignored in this regard.
I was able to deposit normally on this site, therefore I am entitled to my winnings.
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2 months ago
Thank you for your email. Could you please forward me your original account closure request from 2023 and the casino's entire response? Please include the full, uncropped email conversations, preferably not just screenshots.
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1 month ago
TranslationHello,
Unfortunately, I no longer have access to that old email address.
Unfortunately, all I had left was the screenshot that I sent you by email.
Therefore, even if I wanted to, I could no longer access the emails.
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1 month ago
In one of your previous comments, you stated "I searched through my emails and found that I had requested the deletion of my account back then. Since then, I haven't logged into that account at all, because I thought it no longer existed."
Therefore, please forward me the entire communication regarding the closure of your original account. It seems that it was closed as a responsible gaming measure.
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1 month ago
TranslationHi,
Unfortunately, the screenshot was the only thing I could still find; as I said, I no longer have access to the emails and only created and saved this screenshot back then.
According to this screenshot, my old account was still deactivated despite the one-year ban. After such a long time, I assumed it had been deleted by now.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Markxz,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
