Betandplay Casino - Pelaajan tili on suljettu yllättäen.

Good morning,

I finally won some money at betandplay Casino.

Unfortunately, the joy was short-lived, as my account was subsequently deactivated.

To this day, I have received no information about why, and what will happen to my remaining balance.

My support requests are not being answered.

Dear Casinoguru Team, I hope you can help me here.

Guten Morgen,

Bei betandplay Casino habe ich endlich mal etwas Geld gewonnen.

Leider war die Freude darüber nur kurz, denn mein Konto ist darauf hin einfach deaktiviert worden.

Bis heute bekomme ich keine Info darüber warum, und was mit meinem restlichen Guthaben passiert.

Auf Anfragen beim Support wird mir nicht geantwortet.

Liebes Casinoguru Team, ich hoffe ihr könnt mir hier weiterhelfen.

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 Tho54,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your casino account.

To better understand your situation, I would like to ask you a few questions:

• When exactly was your account deactivated, and did you receive any message or notification from the casino at that time?
• Had you recently completed KYC verification, or was the casino asking you to provide any documents before the deactivation occurred?
• Were there any disputes or unusual activities (e.g., bonus issues, multiple accounts, failed verifications) before the closure?
• Have you tried contacting the casino through multiple channels (email, live chat, etc.), and if so, when and how many times?

If you have any emails, screenshots, or other communication with the casino, please feel free to forward them to [email protected] for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

When exactly was your account deactivated, and did you receive a message or notification from the casino at that time?

-I can't say exactly, it suddenly became impossible to log in.

On November 25th, I wrote down for the first time what was going on.

Did you recently complete KYC verification, or did the casino ask you to submit documents before deactivating your account?

My account was already verified and I had previously withdrawn funds without any problems.

Were there any disputes or unusual activities prior to the closure (e.g., problems with bonus payments, multiple accounts, failed verifications)?

-No problems until I hit something bigger

.

Have you tried contacting the casino through various channels (email, live chat, etc.)? If so, when and how often?

I contacted them several times by email and received the standard reply that the request had been received and that they would get back to me within 24 hours. Unfortunately, this never happened.

Wann genau wurde Ihr Konto deaktiviert, und haben Sie zu diesem Zeitpunkt eine Nachricht oder Benachrichtigung vom Casino erhalten?

-Genau kann ich das nicht sagen, es war auf einmal nicht mehr möglich sich einzuloggen.

Am 25.11 habe ich erstmals hingeschrieben was los ist.

Hatten Sie die KYC-Verifizierung erst kürzlich abgeschlossen, oder hat das Casino Sie vor der Deaktivierung um die Vorlage von Dokumenten gebeten?

-Mein Konto war bereits verifiziert und ich hatte auch vorher ohne Probleme auszgezahlt

Gab es vor der Schließung Streitigkeiten oder ungewöhnliche Aktivitäten (z. B. Probleme mit Bonuszahlungen, Mehrfachkonten, fehlgeschlagene Verifizierungen)?

-Keine Probleme bis ich halt größer getroffen habe

.

Haben Sie versucht, das Casino über verschiedene Kanäle (E-Mail, Live-Chat usw.) zu kontaktieren? Wenn ja, wann und wie oft?

-Mehre Male per Email, hab die Standard Antwort bekommen dass die Anfrage erhalten worden ist und man sich innerhalb 24h meldet. Was aber leider nie passiert ist.

Hi Tho54,

Thank you very much for your update.

• Since you mentioned that your account had already been verified in the past and that you were able to withdraw funds without any issues, could you please forward any confirmation you received from the casino regarding the successful completion of your account verification?

This could be an email, message, or screenshot confirming that your KYC was approved.

• Additionally, to help us better understand the context before the deactivation, could you please advise which games you were playing before your account became inaccessible?

This information can sometimes be relevant, especially if the closure happened immediately after a win.

If you have any screenshots or further communication from the casino, you are welcome to forward them to [email protected].

Thank you in advance for your reply.