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Account Closed and Funds Withheld Without Proof

My account at Betandplay was permanently closed, and my remaining balance of €300 has been withheld. The reason given was an alleged violation of the Terms and Conditions, because they said i got another account lol.

At the time, there was no warning, system notification, or indication that I had done any duplicate. Betandplay has provided no verifiable evidence to support their claim.

Withholding my funds without concrete proof of wrongdoing is unfair and unacceptable. I have formally requested either a payout of my winnings or a full refund of my deposits. If this is not resolved, I will escalate the matter to the regulatory authorities.

I cannot recommend Betandplay due to their lack of transparency and unfair treatment of customers

My answer to they support mail:

Dear Betandplay Support Team,

I am writing to you following my recent communication with your live chat, where I was informed that my account remains permanently closed due to an alleged breach of your Terms and Conditions.

While I acknowledge your position regarding the account closure, I must formally dispute the confiscation of my funds, which is not legally justified under the circumstances.

1. No intentional breach or abusive conduct

At the time of registration, no duplicate account was indicated, no system warning appeared, and no notification was provided that another account allegedly existed.

Therefore, there was no intent, fraud, circumvention, or abusive behavior on my part.

2. Account closure does not justify confiscation of funds

Even if an AGB/T&C violation were assumed, it is a fundamental legal principle that account closure alone does not justify the forfeiture of winnings or deposits without proven fraud or manipulation.

Such confiscation violates basic civil-law principles, including:

Principle of good faith (Treu und Glauben)

Prohibition of unjust enrichment

Comparable to § 307 German Civil Code (BGB) – unfair disadvantage through standard contract clauses

Comparable to § 812 BGB – unjust enrichment without legal basis

Clauses that allow a casino to permanently withhold winnings or deposits without concrete proof of abuse are widely considered unenforceable.

3. My concrete demand

I therefore formally demand one of the following without further delay:

Immediate payout of my winnings in the amount of €300, OR

Additionally, I request that you provide verifiable evidence of the alleged duplicate account (e.g. registration date, identifiers used), should you continue to rely on this claim.

4. Escalation notice

If this matter is not resolved within 7 days, I will proceed with:

A formal complaint to the Curaçao licensing and regulatory authority, and

Submission of all correspondence and evidence for regulatory and legal review.

I would strongly prefer an amicable and prompt resolution and expect a clear written response.

Sincerely

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.

Dear Sven39,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do you remember creating an account at this casino sometime in the past?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Veronika

Is it possible that someone from your household, or someone using the same IP address, has also created an account at this casino?

No, that's not possible.

Do you recall ever creating an account with this casino in the past?

I don't recall ever creating an account at that casino.

Did you use VPN or IP masking software to change your actual location when accessing the casino website?

No, I didn't use a VPN.

Could you please let me know if you have passed the KYC verification?

I submitted the documents, but shortly afterwards I received an email informing me that my account had been blocked.

Did you achieve your winnings with or without an active bonus?

The winnings were achieved WITHOUT an active bonus.

Besteht die Möglichkeit, dass jemand aus Ihrem Haushalt oder jemand, der dieselbe IP-Adresse verwendet, ebenfalls ein Konto in diesem Casino erstellt hat?

Nein diese Möglichkeit besteht nicht.

Können Sie sich daran erinnern, irgendwann in der Vergangenheit ein Konto bei diesem Casino erstellt zu haben?

Ich kann mich nicht erinnern ein Account bei dem Casino jemals erstellt zu haben.

Haben Sie eine VPN- oder IP-Maskierungssoftware verwendet, um Ihren tatsächlichen Standort beim Zugriff auf die Casino-Website zu ändern?

Nein, ich habe kein VPN verwendet.

Könnten Sie mir bitte mitteilen, ob Sie die KYC-Verifizierung bestanden haben?

Ich habe die Dokumente eingereicht aber kurz darauf kam dann die E-Mail mit der Sperre. Der Account wurde gesperrt.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus erzielt?

Die Gewinne wurden OHNE aktiven Bonus erzielt.

Update: Still got no email answer from they support.

Hello Sven39,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I hope this gets sorted out. The casino hasn't responded to my email yet, but I'm also posting regular updates on Trustpilot to increase the pressure. I don't want to be cheated, my deposits, my winnings—everything just gone.

Okay, ich hoffe das wird geklärt, vom Casino kam bisher keinerlei Antwort auf meine E-Mail aber ich gebe auch regelmäßig Updates auf TrustPilot, damit der Druck steigt. Keine Lust betrogen zu werden, meine Einzahlungen, mein Gewinn alles einfach weg.

Dear Sven39

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Update (two weeks later):

Since my last update, I have contacted them again via email and explicitly requested payment of my winnings. In this email, I also copied the responsible Curaçao licensing authority (Curaçao eGaming / CGA) to ensure a transparent and proper resolution.

Despite taking this step, I have received no response from the casino to this day. There has been no statement, no explanation, and no payment of either my deposit (€100) or my legitimately won winnings (approximately €300).

The allegation of a duplicate account remains incomprehensible and unfounded. During registration, there was no technical indication, warning, or system check that would have suggested an existing account. I did not use a VPN, circumvention techniques, or any deception. If an older account did exist, it was neither knowing nor intentional, and the responsibility for the lack of technical checks clearly lies with the casino.

Instead of clarifying the situation, I am being completely denied access to my funds and am being constantly ignored, which I consider unfair, opaque, and unlawful. The fact that there has been no response even after contacting the licensing authority reinforces the impression that the casino is deliberately delaying or refusing a legitimate payout.

Update (weitere 2 Wochen später):

Seit meinem letzten Update habe ich erneut per E-Mail Kontakt aufgenommen und ausdrücklich die Auszahlung meines Gewinns gefordert. In dieser E-Mail habe ich zusätzlich die zuständige Curaçao-Lizenzbehörde (Curaçao eGaming / CGA) in CC gesetzt, um eine transparente und ordnungsgemäße Klärung zu ermöglichen.

Trotz dieses Schrittes habe ich bis heute keinerlei Antwort vom Casino erhalten. Es gibt keine Stellungnahme, keine Begründung und keine Auszahlung, weder meiner Einzahlung (100 €) noch meines rechtmäßig erspielten Gewinns (ca. 300 €).

Der Vorwurf eines angeblichen Doppelaccounts ist weiterhin nicht nachvollziehbar und unbegründet. Bei der Registrierung gab es keinen technischen Hinweis, keine Warnung und keinen Systemabgleich, der auf einen bestehenden Account hingedeutet hätte. Ich habe kein VPN, keine Umgehungstechniken und keine Täuschung genutzt. Falls tatsächlich ein älteres Konto existiert haben sollte, war dies nicht wissentlich oder absichtlich, und die Verantwortung für fehlende technische Prüfungen liegt eindeutig beim Casino.

Statt den Sachverhalt aufzuklären, wird mir der komplette Zugriff auf meine Gelder verweigert und man wird permanent ignoriert, was ich als unfair, intransparent und rechtswidrig empfinde. Dass selbst nach Einschaltung der Lizenzbehörde keine Reaktion erfolgt, verstärkt den Eindruck, dass das Casino eine berechtigte Auszahlung bewusst hinauszögert oder verweigert.

Hello Sven39,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Betandplay Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the account blocked and balance confiscated? In case there is any evidence pertaining to this case, please send it to martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Update 06.01 : I update Trustpilot daily, and the casino responds, requesting my private name and email address to investigate the case, but I'm certainly not going to publish those on Trustpilot. An email copied to Curacao eGaming was, of course, ignored once again. It's quite amusing how they contact Trustpilot but don't provide any feedback via email.

Update 06.01: Ich update täglich Trustpilot, da antwortet das Casino und verlangt nach meinem privaten Namen und E-Mail um den Fall zu checken aber diese gebe ich bestimmt nicht öffentlich auf Trustpilot bekannt. E-Mail mit Curacao eGaming in CC wurde natürlich wieder einmal ignoriert. Schon lustig, wie sie sich bei Trustpilot melden aber keinerlei Rückmeldung via E-Mail geben.

Hello Sven,

Thank you for taking the time to share your concerns. We would like to clarify the situation based on the information available in our system.

Our records show that an initial account was created in 2023. This account was subsequently closed approximately two months later, following your explicit request for a permanent closure.

In December 2025, a new account was created with the exact same details. During our routine checks triggered by your withdrawal request, our team identified the previously mentioned closed account. In accordance with our Terms and Conditions, the creation of multiple accounts is not permitted. For this reason, the December 2025 account was closed, and the remaining balance was voided as per our policies.

We would also like to note that the identity verification submitted for both accounts confirms that they belong to the same individual, as the same identification document was uploaded and verified in both cases. This leaves no doubt regarding the account link.

We understand this may not be the outcome you were hoping for, however all actions were taken in line with our Terms and Conditions and regulatory obligations. If you require further clarification, we recommend contacting our Customer Support team directly via the official channels.

Thank you for your understanding,

Quality Assurance Team

Dear BetAndPlay Support Team / Casino Guru,

I am writing to formally request a review regarding the closure of my December 2025 account and the confiscation of my balance. I would like to provide clarification and context, as the situation appears to have been misunderstood.

1. Alleged previous account from 2023

In your recent communication, it was stated that I supposedly created an account in 2023, which was later closed.

I must clarify that I do not recall ever creating such an account, and I have no record or memory of any activity on a platform at that time.

At the time of registering the December 2025 account, no system warnings, notifications, or alerts were provided indicating that a previous account existed or that creating a new account would be considered a violation.

2. Account closure triggered only after withdrawal request

My account was only flagged and closed after I requested a withdrawal.

This strongly suggests a technical or administrative issue rather than any intentional rule-breaking on my part.

3. No fraudulent intent or misconduct

I did not attempt to circumvent rules, create multiple accounts knowingly, or engage in any abusive behavior.

All information and identification documents I provided were accurate and verified.

4. Request for review and fair resolution

Considering the above, the account closure and confiscation of my balance appear unjust and disproportionate.

I respectfully request a full review of the circumstances and the refund of my remaining balance.

I am willing to provide any supporting documentation to clarify this matter.

I hope that this issue can be resolved promptly and fairly, reflecting both the facts and the absence of any intentional misconduct on my part.

Thank you for your attention and understanding.

Kind regards,

Sven ****

I would like to explicitly point out that BetAndPlay is not responding to my emails at all. Multiple emails have been sent, including messages with eGaming Curaçao in CC, but I am being consistently ignored.

Therefore, I kindly ask Casino Guru to request the casino’s participation directly within this complaint case, instead of referring me back to email communication that clearly does not work.

The casino only reacted once my withdrawal was requested, closed my account, and confiscated my remaining balance, while refusing any meaningful dialogue afterward.

I am fully willing to cooperate and clarify this matter, but this is only possible if the casino actually engages in the discussion here.

Thank you for your support and assistance.

Dear Sven39,

thank you for your continued cooperation. Please note, that Curacao e-gaming has ceased its operations. In case you have any questions for the licensing authority, you should forward them to CGA . That said, the authority in question is not always responsive to customers from my experience.

Dear casino representative,

thank you for your response. Can you please specify the reasons behind the first account closure in 2023? If possible, please send all information, including the evidence of the previous account existence and all materials helpful to the case to martin.l@casino.guru.

Yes, I sent an email to the CGA and to Bet And Play so that the CGA would be aware of these unfair practices.

Hello both, thank you for your patience so far.

@Martin I have emailed you with the requested information.

Dear casino representative,

thank you for clarifying the issue, I have sent you a response.

Dear Sven39,

I will send you an email shortly. Please get back to me as soon as you can.

E-Mail sended

Dear Sven39,

thank you for your response.

Dear casino representative,

I have sent you an email outlining our position. Please let us know your thoughts.

Hello, we have replied to your email. To process the 200 EUR refund we would need the below information from the player along with a PDF Bank Statement.

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building, postal code)

Account holder's email address: X

Date of birth: X

Bank name: X (full name of bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X

PDFs cannot be attached on Casino Guru

PDF kann nicht angehängt werden auf Casino Guru

Many thanks also to BetAndPlay for the compromise.

Vielen Dank auch an BetAndPlay für den Kompromiss.

Please send us an email with the PDF file at support@betandplay.com, along with the bank information you sent above. Thank you!

Dear casino representative,

thank you for your response and adherence to responsible gambling principles.

Dear Sven39,

I am sorry if I stirred up some confusion in our email exchange, please send a message containing all the required information to the casino's email address.

If they dont ignore like all the time

Thank you Sven we have received your info. Our team has started the transfer, will update this thread when it is processed.

Reference to your comment about communication, I have reviewed our email and chat history with you and we have responded to your contacts multiple times, however the emails are being rejected by your email provider and could not be delivered.

This usually happens due to mailbox restrictions, an inactive email address, or filtering on the recipient’s side.

Dear parties,

thank you both for your cooperation in this case, we will be awaiting any new updates.

Hello, the refund has been processed from our end, please expect this to reach you within 2-5 working days depending on your bank's or payment provider's processing time. Thank you!

Hello BetAndPlay, the transfer has already arrived, thank you very much for your goodwill. The thread can now be closed. Thank you.

Hallo BetAndPlay, die Überweisung kam sogar bereits an, vielen Dank für die Kulanz. Der Thread kann gerne geschlossen werden. Danke.

Dear Sven39,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Betandplay Casino for their involvement. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. I sincerely hope you will be able to leave the casino gaming behind, as you have intended in the past. However, in case you run into trouble with any other casino, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru