BetPlays Casino - Pelaajan kotiutus on takavarikoitu.

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Dear player, 

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Have you ever used a VPN or any proxy service to access 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia 

Hello Natalia,

Many thanks for your answer.

Please find below my answers to your questions :

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  

There's absolutely no chance.

• Have you ever used a VPN or any proxy service to access the casino website?

Never.

• Could you please advise if you have passed the KYC verification? 

I have fully passed the KYC verification.

• Have you accumulated your winnings with or without an active bonus? 

Without bonus. I have never used any bonus on this website.

Please keep me informed if you need any other information.

Best regards,

Dear player, thank you for your reply. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 

What device were you using to access the casino website? Is it only you who has access to it, or is it a shared device? Have you ever accessed the website using a public free Wi-Fi network (e.g., at the shopping mall, cafe, etc)

Dear flodel06,

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.

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,
Natalia
Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

Hello,

I would like to request the reopening of my complaint and provide the requested clarifications.

Following my last exchange, the situation remained unchanged for a prolonged period, with no progress, explanation, or resolution from Betplays. Due to personal constraints and the absence of any response from the operator during that time, I was unable to continue the correspondence earlier. However, the issue itself has never been resolved and my funds remain confiscated.

As a reminder, the matter concerns the cancellation of my withdrawal, the closure of my account, and the confiscation of my entire balance exceeding CAD 10,000, without any evidence being provided.

Please find my answers to your questions below:

Which games did you focus on?

My activity on Betplays was not limited to a single category. I played various types of games available on the platform, including sportsbook and casino games, without using any bonuses.

What device were you using to access the casino website?

I accessed the website using my personal smartphone.

Is it only you who has access to this device, or is it a shared device?

This is my personal device, and I am the only person who has access to it.

Have you ever accessed the website using a public free Wi-Fi network?

No. I always accessed the website using my private internet connection or mobile data, never via public or shared Wi-Fi networks.

As Betplays has still not provided any justification or returned my funds, I respectfully request that this complaint be reopened so the matter can be properly reviewed.

I remain fully available to cooperate and provide any additional information or documentation required.

Thank you for your understanding and assistance.

Best regards,

Florian

Dear flodel06,

Thank you for your message and for providing the additional clarifications.

I would like to let you know that I have personally taken over your reopen request, as Natalia is no longer part of the Complaint Resolution Center. I’ll be handling this case for now and will do my best to move it ahead constructively.

• To help us proceed with the investigation, I kindly ask you to forward any relevant communication you have had with BetPlays regarding this matter, especially emails or messages related to the account suspension, withdrawal cancellation, or alleged rule violations.
• Additionally, if you have any confirmation or proof of successful KYC verification (for example, an email confirmation or a screenshot from your account), please forward that as well, as it may be important for our assessment.

Once we receive these details, we’ll review everything carefully and contact the casino to request their position and supporting evidence.

Thank you for your cooperation. I’ll keep you informed about the next steps as soon as there is any update.

Hello,

I confirm that I have just sent all the requested documents (emails from BetPlays, KYC proof, and follow-up correspondence) to petronela.k@casino.guru as requested.

Please let me know if anything else is needed.

Kind regards,

Hi flodel06,

Thank you for your message and for confirming that you have sent the requested documents.

I would like to inform you that we are currently in direct communication with BetPlays Casino regarding your case. We have already received some initial evidence from their side and have requested additional information and clarification to properly assess the situation.

At this stage, we are carefully reviewing the materials provided and waiting for their further response. Please rest assured that we are actively working on your case.

We will inform you about any further developments as soon as possible.

Thank you for your patience and cooperation.

Dear flodel06,

Thank you for your patience while we carefully reviewed all the materials related to your case.

After thorough communication with BetPlays and a detailed review of the supporting evidence they provided, we regret to inform you that the confiscation of your funds was based on a serious breach of the casino’s Terms and Conditions from your side.

The evidence shared with us substantiates the casino’s decision to suspend the account and void the associated winnings. Based on the information we have received and assessed, we must conclude that you are not entitled to a refund of the confiscated funds.

We understand that this is not the outcome you were hoping for. However, our role is to evaluate cases based on verifiable evidence from both parties, and in this instance, the documentation supports the casino’s actions.

Please also note that in cases involving serious breaches of Terms and Conditions, casinos have the right to take such measures, including account suspension and confiscation of winnings. This is not something we are able to overturn when the breach is sufficiently supported by evidence.

We strongly advise you to avoid similar actions in the future, as situations of this nature are not something we can assist with, and they may lead to comparable consequences with other operators as well.

The complaint will now be closed accordingly.

If you have any further questions, please let us know.

Best regards,

Petronela

Casino.Guru