The player from Austria had a problem with withdrawing money after self-excluding from Betandplay Casino due to gambling addiction. He claimed that an employee had lured him back with a bonus, which led to losses of €3730, and demanded a refund as he believed the casino should not have lifted his ban. We requested evidence of his original self-exclusion and further communication to investigate the case. However, due to the player's lack of response to our inquiries and reminders, the complaint was closed for the time being without resolution. The player could reopen the complaint if he chose to continue communication.
Betandplay Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €3,730
Betandplay Casino
Safety Index 6.8 Above averageCase summary
Discussion
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1 month ago
Translation
I have permanently banned myself from Betandplay Casino due to my gambling addiction. An employee lured me back into the casino with a bonus, whereupon I gambled away €3730. I demand that the casino immediately refund me this amount, as a casino is not permitted to lift a ban. I have permanently banned myself from the casino. An employee lured me back into the casino with a bonus.
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Betandplay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do you currently still have access to your account?
- What communication channels have you used to request a self-exclusion from the casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
TranslationGood day !
The self-exclusion at that time was carried out via email address.
But 3 days ago I received an email enticing me with a €20 deposit bonus, which fully reactivated my gambling addiction... €3730 loss... (My financial situation has been completely ruined).
Two days ago, I demanded that the casino reimburse me for my losses incurred after re-entering the gambling scene because it had encouraged a gambling addict to gamble again after self-exclusion.
I then received an email stating that my account had been closed.
Today I logged into the casino and I was able to deposit again!
I also read that the same tactic was used on another player.
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1 month ago
Thank you for your response. Could you please forward your original self-exclusion request as well?
I look forward to your reply.
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3 weeks ago
Dear Porzellanpaul,
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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2 weeks 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,
Attila
Casino.Guru
