Betandplay Casino - Player’s account has been reopened after self-exclusion.

Dear Sir, 

I am writing to request a consultation regarding a dispute with an online gambling company, Betandplay.com, which is licensed in Curacao.

In Aug 2025, I self-excluded from Betandplay.com due to a gambling problem, and my account was successfully closed. Despite this, a VIP manager from the company contacted me on September 12, 2025, and offered me a bonus to return. This directly violated my self-exclusion.

As a result of their offer, I deposited and lost a total of $4,500 on September 13, 2025. I have a record of all correspondence, including the VIP manager's email and my transaction history.

I am seeking legal advice on how to proceed with a formal complaint and potential legal action to recover my losses.

I would also like to add that this wasn't the first time I self excluded and I was offered a bonus to come back on site. In total I have lost over 10-15k Canadian dollars. However, my account is now suspended again so I would not be able to provide the exact amount of previous transactions at this point.

Thank you for your time and consideration.

Sincerely,

M. G.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? Please include all the evidence regarding the closure and the reopening of your account. You can send the emails, screenshots, and chat transcripts to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear nnnnnnbn,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.