The player from Germany had won €440 while playing at Nolimit City, but his balance did not reflect the winnings after the game. Despite reaching out to support, he had not received assistance. The player was asked to provide evidence of the win, game history, and communication with the casino to facilitate investigation. Due to the player's lack of response to these requests and reminders, the complaint was closed without resolution. It was noted that the player could reopen the complaint if he chose to resume communication.
Betandplay Casino - Player’s winnings are delayed.
Closed
Our verdict
Player stopped responding
Amount: €440
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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4 months ago
Translation
Hello. I played a game at Nolimit City and won €440. But after the game, my balance wasn't displayed. I played without a bonus. Support hasn't been able to help me so far. Does anyone know how long this usually takes or if I'll ever see my money again? You can watch the game replay. Thanks.
Automatic translation:
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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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betandplay Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Would you be able to share evidence that the winnings were achieved but not credited?
- Do you have access to your game history? Are the bets that led to your win recorded?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
Thanks for your reply.
Do you understand correctly that the replay of the round is still available in the game's records, however, the game's records also show you haven't won anything?
Could you please share your communication with the casino's support as well?
My email is tomas@casino.guru
I apologize for the inconvenience.
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4 months ago
Dear Carlos9999,
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,
Tomas
Casino.Guru
