BetPlay Casino

Case summary

The player from Colombia had experienced an issue with his account being locked in the casino. Despite previous successful account unlocks via selfies, the process hadn't worked for over a month. We had attempted to resolve the issue by reaching out to the player for more information and extending the response deadline by 7 days. However, due to the player's lack of response, we were unable to proceed with the investigation and had to reject the complaint.

Discussion

Private

pipe931105

Bronze

Colombia

Private

1 year ago

Original

Translation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

Dear pipe931105,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Was your player's account closed?

I will be waiting for your reply patiently.

Best regards,

Kristina

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

Dear pipe931105,

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.

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

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.

BetPlay Casino - Player’s account is locked.

Player stopped responding

Amount: $65,000,000 COP

Case summary

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