The player from Berlin attempted to verify his account but faced repeated rejections of his documents, including his driver's license and proof of address, without any explanation. He expressed concern over these issues and sought advice on how to proceed, having already re-uploaded the same documents. The Complaints Team communicated with the casino on his behalf, requesting clarification regarding the verification process. Ultimately, the player's account was confirmed to be closed as per his request, but he was informed that further communication was necessary for any potential withdrawal of funds. Due to a lack of response from the player, the complaint was closed, but he retained the option to reopen it in the future.
Betandplay Casino - Player’s account verification is delayed.
Closed
Our verdict
Player stopped responding
Amount: €373
Betandplay Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
Hello, I wanted to verify my account via KYC. I have all the required documents (driver's license with date of birth, Paysafecard transaction receipt and my bank's receipt), and a current proof of address no older than three months (phone bill from September 2025). All documents were rejected without explanation, even though they met the requirements. The rejection occurred this morning at 8:05 and 8:11 a.m. Since I've had negative experiences, and this seems to be a systemic practice with some providers, I'm contacting you directly for advice. What can I do? I've now uploaded the identical documents again... Since I've already read that this casino isn't the only one doing this to me, I'm contacting you directly. And I don't live in Puerto Rico, but I can't change that...
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7 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please list which documents you have already provided, and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you contacted support and asked for assistance regarding the submission of your documents?
- Could you please share a screenshot or a communication where the verification requirements are listed?
- Share the information here or send it to my email at tomas@casino.guru
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,
Tomas
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7 months ago
TranslationGood day,
Thank you for the quick response.
Can you please list which documents you have already submitted and when exactly you sent the last one?
-> I submitted my driver's license (front and back) -> was rejected
-> my phone bill from September 2025 (to verify my address). This was rejected on the grounds that phone bills are not accepted. On the second attempt, the document was accepted immediately (this issue has been resolved, but I find it very dubious...)
-> the payment confirmation from my bank and Paysafecard, as requested (both were rejected, but it doesn't make sense to me. So what exactly do you want in terms of documentation?)
Did you submit all required documents promptly and in the correct format?
-> Yes, when I was asked, I immediately prepared and uploaded all documents as PDF or JPG
Have you contacted support and asked for assistance in submitting your documents?
-> Yes, via email. Also to verify my phone number. However, no response.
Could you please share a screenshot or message detailing the verification requirements?
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7 months ago
TranslationI also want to inform you that even more documents are now being requested (bank statements). I submitted these, and as expected, they were also rejected. I even uploaded my birth certificate – this was also rejected. I would like an explanation from the casino as to why they keep requesting more and more documents, yet all of them are rejected. It's starting to seem to me like this is a deliberate attempt to prevent my withdrawal entirely...
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7 months ago
TranslationI hereby inform you that this is the last time I will upload my driver's license (and nothing else—since it will be rejected anyway) to your documents. Should this also be rejected, I request that CASINO GURU take over this case entirely.
Since the casino can take a long time to respond (even support hasn't responded yet!), I unfortunately have to assume that this is simply a scam.
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7 months ago
TranslationJust to prove that I've written to support AGAIN... And now I've honestly had enough and am asking for clarification of my problem and a refund of my money!
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hello MorlaCore,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.
At this point, I would like to invite a representative from Betandplay Casino to join this conversation and assist in addressing the complaint.
Dear Betandplay Casino,
Could you comment on the situation?
Could you please provide your comments regarding the situation?
Thank you in advance for your cooperation and for sharing any relevant information.
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7 months ago
TranslationHello and thank you for your help.
I deliberately gambled away the money and request that these scammers delete my data. Is there any chance of at least getting the money I deposited back—even if it's only 20 euros?
I don't expect them to respond yet...
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7 months ago
Hello MorlaCore,
I am truly sorry to hear about the loss of your funds during your recent experience. I completely understand how frustrating and disappointing this situation must be for you.
Regrettably, after reviewing the matter, it appears that you are not eligible to receive any compensation or reimbursement from the casino. I realize this may not be the outcome you were hoping for, and I genuinely empathize with your frustration.
If you would prefer to close your casino account as a result of this experience, please let me know, and I will be more than happy to assist you with that process.
I’m here to help in any way I can, and I look forward to your response.
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7 months ago
TranslationYes. I would like my account closed. I'm happy to give the casino a very poor rating.
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7 months ago
Dear Betandplay Casino,
I am writing to kindly request the closure of the player’s casino account, as per their expressed wish.
Thank you for your cooperation. I look forward to your confirmation.
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7 months ago
Dear Peter,
We were not able to locate any player account with the name and/or email address provided by MorlaCore.
Could you please confirm the details so we can investigate further?
Best regards,
Your Betandplay Team
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7 months ago
Dear MorlaCore,
I hope this message finds you well.
Could you kindly provide us with your account details so that the casino can proceed with closing your account?
We look forward to your response.
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7 months ago
TranslationThey can react all at once. And who is Peter? I won't make my email address public here. They should delete my account and stop pestering me after weeks of no response regarding the money, and more bullshit from that scam casino.
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7 months ago
TranslationWhat else strikes me is that if the scam casino suddenly asks for my data NOW—after weeks—the scammers have NEVER looked at my account details. The scam casino planned from the very beginning not to address my request at all. The scam casino simply took my money and was happy.
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7 months ago
Dear MorlaCore,
I hope this message finds you well.
In order to proceed with assisting you, we kindly request that you provide us with your account details. Please rest assured that this information will be kept strictly confidential and will not be shared publicly.
We may be unable to continue supporting you without your cooperation in this matter.
Thank you for your understanding. I look forward to your response.
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6 months ago
Dear MorlaCore,
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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6 months ago
Dear MorlaCore and Casino Guru,
First of all, we would like to sincerely apologise for the initial confusion regarding your account details. We have since located your account and reviewed the situation carefully.
As per our last communication on 01.10.2025, a driver’s licence could not be accepted as a valid form of identification because it does not display the issue and expiry dates required for verification. Therefore, we requested a valid ID and a bank statement to complete the mandatory verification of your account. Please note that this process is essential for your own security, as it ensures that only the rightful account holder can access and manage the account.
There was also previous communication from our side explaining what was still required to complete the verification. We fully understand that the verification procedure may feel burdensome at times, but it is crucial for safeguarding both your personal data and your funds.
Following your request, your account has now been permanently closed.
Once again, we truly regret any inconvenience caused by the initial oversight and thank you for your understanding.
Kind regards,
Betandplay Casino
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6 months ago
Dear Betandplay Casino,
Thank you for your response and for the information you have provided.
Dear MorlaCore,
Could you please provide the casino with your identification document in order to complete the verification process?
We appreciate your cooperation and look forward to your response.
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6 months ago
TranslationThen I wouldn't put it on the website if it wasn't possible...
Is the account now closed and can I have peace from you?
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6 months ago
Dear MorlaCore,
I hope this message finds you well. I am not entirely certain that I understand your previous message. Could you please confirm whether you have provided the casino with your identification document? Please note that you may not be able to withdraw your funds until the verification process has been successfully completed.
I appreciate your attention to this matter and look forward to your response.
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6 months ago
Dear MorlaCore,
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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6 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,
Stefan
Casino.Guru
