BetPlays Casino - Pelaajan voitot on takavarikoitu.

Dear CASINO GURU,

I hope you are well.

I'm asking for your help to solve my problem with BETPLAYS.

On April 12th, betplays sent me an email with a 500% deposit bonus, with a minimum deposit amount of 50€.

I found the bonus attractive, but I began to doubt it after trying to access its terms via email but without success. It wasn't possible to check the bonus terms in the email. I checked the general bonus conditions on the casino's official website and questioned the chat. Both informed me that the bonus requirements were 46x and that the maximum withdrawal amount was 5000€. The maximum bet was €5.

So I decided to go ahead with the deposit and claim the bonus. I started playing, and to my surprise most of the slots had a "buy bonus" option. That was a trap, which I managed to get around, and I quote: "I didn't use any bonus purchase on the slots I played and I was very careful throughout the process not to violate the terms of the bonus. Finally, after 4 days, I managed to meet all the bonus requirements and received a pop-up telling me that I had finished the relover and was now playing for real money. I thought it was perfect, the casino seemed to have been honest with me and accepted my winnings. It was a €12,000 relover with a maximum bet of €5 WITHOUT ACCEPTING ANY BONUS BUY OPTIONS.

I then decided to withdraw my winnings, which had a total value of €1214.81, on April 16th. The withdrawal was pending until yesterday, but to my surprise, today I had an email from betplays, informing me that they had confiscated the balance, accusing me of violating several general terms of the casino, including clauses 16, 10, and 11. I am completely astonished and discouraged.

I leave below several pieces of evidence proving that I played fair.

- I have access to my account (FULLY VERIFIED) since 13/11/2024

- I have never made any withdrawals

- I have always used the fixed IP.

- i haven't treated anyone badly in chat, quite the opposite, i'm always very polite and respectful to those who work with me.

- I haven't used the buy and bonus option.

- I haven't used VPN.

Best regards,

Romarico ****

Prezado CASINO GURU,

Espero que se encontre bem.

Venho pedir a vossa ajuda para resolver o meu problema com a BETPLAYS.

No dia 12 de Abril, a betplays enviou um email com um bônus de depósito de 500%, com o valor mínimo de depósito de 50€.

Achei o bônus atrativo, mas comecei a duvidar do mesmo, após tentar aceder aos seus termos, através do email mas sem sucesso. Não era possível verificar os termos do bônus no email. Fui verificar as condições gerais dos bônus na página oficial do casino e questionei o chat. Ambos informaram que os requisitos do bônus era 46x e que o montante máximo de levantamento era de 5000€. A aposta Máxima era de 5€.

Com isto decidi avançar com o depósito e recrutar o bônus. Comecei a jogar, e para minha surpresa a maior parte das slots era possível aceder á opção "compra de bônus". Aquilo era uma armadilha, que foi bem contornada por mim, que passo a citar " não usei qualquer compra de bônus nas slots que joguei e tive o máximo cuidado ao longo do processo para não violar os termos do bônus. Finalmente e passado 4 dias, consegui atender a todos os requisitos do bônus e recebi um pop-up avisando que tinha terminado o relover e que agora estava a jogar com dinheiro real. Achei aquilo perfeito, o casino parecia que tinha sido honesto comigo e aceitou os meus ganhos e as minhas vitórias. Foram 12mil € de relover com aposta máxima de 5€ SEM ACEDER A NENHUMA OPÇÃO DE COMPRA DE BÔNUS.

Decidi então, fazer o levantamento dos ganhos que tinham um valor total de 1214.81€, estávamos no dia 16 de abril. O levantamento esteve pendente até ao dia de ontem, mas com surpresa minha, hoje tinha um email da betplays, informando que tinha confiscado o saldo, acusando me de violar vários termos gerais do casino, citado as cláusulas 16,10, e 11. Estou completamente estupefacto e desanimado.

Deixo em baixo várias evidências que provam que fiz um jogo limpo.

- Tenho acesso á minha conta (TOTALMENTE VERIFICADA) a 13/11/2024

- Nunca efetuei levantamentos

- usei sempre o IP fixo.

- não tratei mal ninguém no chat, muito pelo contrário, sou sempre muito educado e respeitador com quem trabalha.

- não usei a opção de compra e bônus.

- não usei VPN.

Com os melhores cumprimentos,

Romarico ****

Dear Romsilva,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetPlays Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the communication from the casino specifying the allegations against you?
• What games did you play to accumulate your winnings in the casino?
• Send the communication to my email at tomas@casino.guru or post screenshots here.

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,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Tomás,

I hope you are well.

- I have attached my entire email conversation with Support. Out of the 12,000 euros I played, they accused me of exceeding the maximum bet in 3 spins that I made during the bonus rollover. I didn't find these 3 spins in the game history as I have more than 1250 pages. It was a very long and careful process on my part, but the casino still found a way to withhold my winnings. IT ACTED IN BAD FAITH TOWARDS ME. I feel completely wronged.

-I have full access to my account.

- I accumulated my winnings through slots. I took the bonus in good faith, in the spirit of having fun, but I have to point out that the casino has no pop-up warning the player that they can't access the "buy bonus" option and it's likely that all the slots will let you exceed the maximum bet, which means it's a trap. I have never activated the "buy bonus" option, I have never played on prohibited providers, I have not used VPN and I have not exceeded the maximum bet amount, except for 3 spins in which the casino accuses me of violating the maximum bet terms.

Best regards,

Romarico *****

Prezado Tomás,

Espero que se encontre bem.

- enviei em anexo para você, toda a minha conversa via email com o Suporte. Em 12000 mil euros que joguei eles acusam-me de ultrapassar, o montante máximo de aposta em 3 spins, que fiz ao longo do relover do bônus. Não descobri essas 3 spins no histórico de jogo visto que tenho mais de 1250 páginas. Foi um processo bastante longo e cuidadoso da minha parte mas mesmo assim o casino arranjou maneira de reter os meus ganhos. AGIU DE MÁ FÉ PARA COMIGO. Sinto me completamente injustiçado.

-Tenho acesso total á minha conta.

- Acumulei os meus ganhos através de slots. Encarei o bônus de boa fé, no intuito de me divertir mas tenho que realçar que o casino não tem qualquer pop-up a avisar o jogador que não pode aceder á opção de "compra de bônus" e é provável que todas as slots deixem você ultrapassar o montante máximo de aposta, ou seja, aquilo é uma armadilha. Eu nunca ativei a opção de "compra de bônus", nunca joguei em provedores proibidos não usei VPN e não ultrapassei o montante máximo de aposta, exceto em 3 spins em que o casino me acusa de violar os termos de aposta máxima.

Com os melhores cumprimentos,

Romarico *****

Thanks for the provided information.

Our position regarding the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is tomas@casino.guru

You should be able to request your game history (records where all bets are listed for a period of time your bonus was active) in a format we can review, such as a .csv or xls file.

Looking forward to your reply.

Best regards,

Tomas

Dear Tomás,

Thank you for your reply and for your attention to my case.

I have asked BetPlays support for the complete betting history in .csv or .xls format and I will send it to you as soon as possible. I would like to emphasize that during the entire rollover period, I played with the utmost attention to the bonus rules, respecting the maximum bet limit of €5, without using bonus purchases, prohibited providers or any improper practices.

If, in fact, there are 3 spins above the allowed amount, this will have happened completely accidentally, and without any intention of circumventing the terms. Considering that I placed thousands of bets over 4 days (more than 1250 pages of history), this number represents an extremely small exception and has no impact on the total amount of winnings.

In addition, the casino system does not prevent bets over the stipulated limit, which I consider a serious flaw - since if the player can technically exceed the limit, without any warning, this sets up an environment conducive to unintentional errors and, in the extreme, a trap to cancel out legitimate winnings.

I reiterate that I acted in complete good faith, I complied with the terms conscientiously, and I even received a pop-up from the casino itself confirming that the rollover had been met and that I was playing with a real balance.

I therefore ask you to consider the minimal and unintentional nature of the alleged infraction, and to review BetPlays' decision to confiscate all of my winnings - a decision that seems to me to be extremely disproportionate, unfair and detrimental to the player.

I look forward to sending you all the documentation as soon as possible.

Best regards,

Romarico ****

Prezado Tomás,

Agradeço a sua resposta e toda a atenção dedicada ao meu caso.

Solicitei ao suporte da BetPlays o histórico completo de apostas em formato .csv ou .xls e irei encaminhá-lo assim que possível. Reforço que, durante todo o período de rollover, joguei com máxima atenção às regras do bônus, respeitando o limite de aposta máxima de 5€, sem utilizar compras de bônus, provedores proibidos ou quaisquer práticas indevidas.

Caso, de fato, existam 3 spins acima do valor permitido, isso terá ocorrido de forma totalmente acidental, e sem qualquer intenção de burlar os termos. Considerando que realizei milhares de apostas ao longo de 4 dias (mais de 1250 páginas de histórico), esse número representa uma exceção extremamente pequena e sem qualquer impacto no valor total dos ganhos.

Além disso, o sistema do casino não impede apostas acima do limite estipulado, o que considero uma falha grave — visto que se o jogador pode tecnicamente exceder o limite, sem qualquer aviso, isso configura um ambiente propício a erros involuntários e, no limite, uma armadilha para anular ganhos legítimos.

Reitero que agi com total boa-fé, respeitei os termos de forma consciente, e recebi inclusive um pop-up do próprio casino confirmando que o rollover foi cumprido e que passei a jogar com saldo real.

Assim, peço que considerem a natureza mínima e não intencional da suposta infração, e que revejam a decisão da BetPlays de confiscar a totalidade dos meus ganhos — decisão que me parece extremamente desproporcional, injusta e prejudicial ao jogador.

Fico à disposição para enviar toda a documentação assim que possível.

Com os melhores cumprimentos,

Romarico ****

Hello, Tomás,

I hope you're well.

I'd like to give you an update on my case with BetPlays. You sent a formal email to the support team, requesting the complete betting history during the bonus period, in .csv or .xls format, in order to be able to resolve the allegations made against my account.

I'm now awaiting their response and, if I don't receive a reply within the next 48 hours, I'll follow up with a new contact.

I will keep you informed of any news and will send you the requested data as soon as I receive it.

Thank you once again for your assistance and support in resolving this problem.

Best regards,

Romarico ****

Olá Tomás,

Espero que esteja bem.

Gostaria de lhe dar uma atualização sobre o meu caso com a BetPlays. Envie um e-mail formal para a equipa de suporte, solicitando o histórico completo de apostas durante o período do bônus, em formato .csv ou .xls, para poder resolver as alegações feitas contra a minha conta.

Estou agora a aguardar a resposta deles e, caso não receba uma resposta dentro das próximas 48 horas, seguirei com um novo contacto.

Manterei você informado sobre qualquer novidade e enviarei os dados solicitados assim que os receber.

Agradeço mais uma vez pela sua assistência e apoio na resolução deste problema.

Com os melhores cumprimentos,

Romarico ****

Hello Tomás,

I'd like to update you on the status of the process. After our last contact, I sent a formal e-mail to BetPlays support requesting the complete history of my bets during the bonus period, as you requested.

Unfortunately, the reply I received was again evasive. Once again, they simply instructed me to consult the history directly in the account, refusing to provide the file in .csv or .xls format, as would be necessary for your analysis.

I have already firmly reiterated my request by email and am awaiting a further response. I'll be in touch as soon as I hear anything new.

Best regards,

Romarico ****

Olá Tomás,

Venho atualizar o estado do processo. Após o nosso último contacto, enviei um e-mail formal ao suporte da BetPlays solicitando o histórico completo das minhas apostas durante o período do bônus, conforme solicitado por si.

Infelizmente, a resposta que recebi voltou a ser evasiva. Mais uma vez, limitaram-se a instruir-me a consultar o histórico diretamente na conta, recusando-se a fornecer o ficheiro em formato .csv ou .xls, como seria necessário para a vossa análise.

Já reiterei o pedido por e-mail com firmeza e estou a aguardar uma nova resposta. Assim que houver novidades, entrarei em contacto.

Com os melhores cumprimentos,

Romarico ****

Hello Tomás,

Update.

Unfortunately, BetPlays has still not responded adequately to my request to send detailed game history for the period during which the bonus was active.

Despite sending a formal email, and also trying to get help via the live chat, I was again instructed only to consult my history in the user area, which, as you know, does not correspond to the type of documentation required nor is it at all functional for analysis - especially considering that the record is over 1,200 pages long.

Given that more than 48 hours have passed since the first contact and the casino insists on not providing the requested data, I have decided not to continue with any more direct attempts. From now on, I fully trust you and the Casino Guru team to continue mediating this case.

I remain at your disposal for any further information you may deem necessary.

Best regards,

Romarico ****

Olá Tomás,

Actualização.

Infelizmente, a BetPlays ainda não respondeu de forma adequada ao meu pedido de envio do histórico detalhado de jogo referente ao período em que o bónus esteve ativo.

Apesar de ter enviado um e-mail formal, e também de ter tentado obter ajuda através do chat ao vivo, fui novamente instruído apenas a consultar o meu histórico na área de utilizador, o que, como sabe, não corresponde ao tipo de documentação necessária nem é minimamente funcional para análise – especialmente tendo em conta que o registo tem mais de 1.200 páginas.

Dado que já passaram mais de 48 horas desde o primeiro contacto e o casino insiste em não fornecer os dados solicitados, decidi não prosseguir com mais tentativas diretas. A partir deste momento, confio plenamente em si e na equipa do Casino Guru para dar continuidade à mediação deste caso.

Fico ao dispor para qualquer informação adicional que considerem necessária.

Com os melhores cumprimentos,

Romarico ****

Thank you very much, Romsilva, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks for everything Tomás.

All the best to you.

Sincerely,

Romarico Silva.

Obrigado por tudo Tomás.

Tudo de bom para você.

Atenciosamente,

Romarico Silva.

Hello Romsilva,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Please send Romsilva's game log to matej@casino.guru.

Hello Matej,

Thank you for your attention and for taking on the case. We look forward to hearing from the casino.

Best regards,

Romarico.

Olá Matej,

Agradeço pela atenção e por ter assumido o acompanhamento deste caso. Ficaremos a aguardar novidades da parte do casino.

Cumprimentos,

Romarico.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Matej,

I just wanted to share a curious detail. Although the casino has not yet responded to my complaint or sent me the game history, today I received an email from them with promotional campaigns to deposit again.

Honestly, I find this very strange and in bad faith.

Best regards,

Romarico

Olá Matej,

Só queria partilhar um detalhe curioso. Apesar do casino ainda não ter respondido à minha reclamação nem enviado o histórico do jogo, recebi hoje um e-mail deles com campanhas promocionais para voltar a depositar.

Sinceramente, acho isto muito estranho e de má-fé.

Cumprimentos,

Romarico

Hello Romsilva,

I’ve been contacted directly by a representative from the casino regarding your case.

They presented evidence showing that three bets exceeding €5 were placed on April 13th, 14th, and 15th, with the amounts being €25, €192.75, and €10 respectively. This does constitute a violation of the bonus terms.

However, I’d like to highlight that, while there were some minor winnings on these bets, the amounts won were lower than the amounts betted on these rounds —except for the €10 bet, which resulted in a win of €10.10. Overall, these bets did not significantly impact the wagering progression.

While it’s clear that the terms and conditions were breached, it seems likely that this was an honest mistake—possibly a misunderstanding of the bet limits—rather than an intentional attempt to exploit the bonus. In fact, the player incurred a loss on these bets and did not gain any unfair advantage.

If we interpret the rules strictly, the casino does have the right to void the winnings. However, situations like this are where reputable casinos have an opportunity to show flexibility and fairness by seeking a reasonable compromise.

Dear BetPlays Casino representative, please let me know how you wish to proceed.

As mentioned, my suggestion is to find a middle ground, considering the context and intent behind the player’s actions.

Hello Matej,

I want to thank you for your very fair and sensible analysis of the case. Thanks also to the BetPlays team for responding to the complaint and presenting the data.

Despite the mistake made, which was clearly without any intention of taking advantage, I sincerely hope that the casino will consider the context and opt for a balanced solution. I really like the BetPlays platform and would like to continue playing there with confidence, knowing that situations like this can be resolved fairly for both parties.

I look forward to the next steps with hope for a positive outcome.

Cheers,

Romarico.

Olá Matej,

Quero agradecer pela tua análise tão justa e sensata do caso. Agradeço também à equipa da BetPlays por responder à reclamação e apresentar os dados.

Apesar do erro cometido, que foi claramente sem intenção de tirar vantagem, espero sinceramente que o casino considere o contexto e opte por uma solução equilibrada. Gosto bastante da plataforma da BetPlays e gostaria de continuar a jogar lá com confiança, sabendo que situações como esta podem ser resolvidas de forma justa para ambas as partes.

Fico a aguardar os próximos passos com esperança num desfecho positivo.

Um abraço,

Romarico.

Dear All,

Thank you for your follow-up and for providing your insights regarding the case.

We appreciate your review and your effort to mediate a fair outcome. However, after thorough internal consideration, we must respectfully decline any compromise in this matter.

The player accepted and used a 500% bonus, one of our most generous promotional offers, which comes with clearly defined terms, including a maximum bet limit of €5 when wagering bonus funds (as per Rule 16.11.10 in our General Terms and Conditions). Despite this, the player placed multiple bets exceeding this limit — €25, €192.75, and €10 — in clear violation of the rules.

While the player may not have profited from these specific bets, the breach of terms occurred nonetheless. Our bonus rules are in place to ensure a fair and transparent environment for all players. Selectively enforcing bonus conditions would compromise the integrity of our promotional system.

We understand the desire to seek a middle ground, but in this case, we must stand by our original decision and consider the matter closed from our side.

Thank you for your understanding.

Best regards,

BetPlays Team

Hello everyone,

I appreciate the response from the BetPlays team, although I deeply regret the rigidity with which they decided to handle this situation.

As has been well analyzed, it is true that there were bets over the limit, but they were only 3 spins, in the middle of 1250 pages of history.

The records themselves show that I didn't gain any advantage from these moves - on the contrary, I lost out. There was no intention to circumvent the rules or exploit the system, even though it allows you to do so without any pop-up warning you.

My hope was that there would be a more careful and context-sensitive analysis, especially given that I have always valued and enjoyed the platform. I still believe that a gesture of understanding in these cases only strengthens players' confidence.

I sincerely thank Matej and the Casino Guru team for all their efforts and professionalism.

Perplexed by BETPLAYS' decision,

Regards,

Romarico.

Olá a todos,

Agradeço a resposta da equipa BetPlays, ainda que lamente profundamente a rigidez com que decidiram tratar esta situação.

Como já foi bem analisado, é verdade que houve apostas acima do limite, mas foram apenas 3 spins, no meio de 1250 páginas de história.

Os próprios registos mostram que não obtive vantagem com essas jogadas — pelo contrário, saí a perder. Não houve qualquer intenção de burlar regras ou explorar o sistema ainda que o mesmo o permita fazer, sem qualquer pop-up avisando o jogador.

A minha esperança era que houvesse uma análise mais cuidadosa e sensível ao contexto, especialmente tendo em conta que sempre valorizei e gostei da plataforma. Continuo a acreditar que um gesto de compreensão nestes casos só reforça a confiança dos jogadores.

Agradeço sinceramente ao Matej e à equipa do Casino Guru por todo o esforço e profissionalismo.

Perplexo com a decisão da BETPLAYS,

Cumprimentos,

Romarico.

Hello Matej and the BetPlays team,

I would like to clarify the three bets that were pointed out as a violation of the bonus terms:

1-The €25 bet occurred because I thought that amount represented the cost of purchasing the bonus. The slot shows the number 25 as the coin value, and this confused me, as I thought it was the value of the bonus purchased and not the value of a simple SPIN. I IMMEDIATELY LEFT THE SLOT.

2-The €192.75 bet was placed with the bonus already active. The slot was in English and I misunderstood what was going on - I thought the amount was a prize, so I placed the bet thinking I was COLLECTING WINNINGS. It was an unintentional mistake, as €192.75 was already a good prize.

3-The €10 bet on the cash game was just a test to see if the casino would allow bets over the €5 limit. There was no intention of circumventing the rules either, I IMMEDIATELY QUIT the game in question.

I hope this explanation helps you to understand that there was no intention to break the terms, just errors of interpretation and an isolated test. Thank you for your attention and I am available to continue collaborating to resolve this issue.

Sincerely,

Romarico.

Olá Matej e equipe BetPlays,

Gostaria de esclarecer as três apostas que foram apontadas como violação dos termos do bônus:

1-A aposta de €25 ocorreu porque eu pensei que aquele valor representava o custo da compra do bônus. A slot mostra o número 25 como valor da moeda, e isso me confundiu, pois achei que era o valor do bônus comprado e não o valor de uma simples SPIN. ABANDONEI DE IMEDIATO A SLOT.

2-A aposta de €192,75 foi feita já com o bônus ativo. A slot estava em inglês e eu entendi errado o que estava acontecendo — achei que aquele valor era um prêmio e, por isso, fiz a aposta pensando que estava a COLETANDO OS GANHOS. Foi um erro sem intenção, já que o valor de €192,75 já era um bom prêmio.

3-A aposta de €10 no cash game foi apenas um teste para ver se o cassino permitiria apostas acima do limite de €5. Também não houve intenção de burlar as regras, ABANDONEI DE IMEDIATO o jogo em questão.

Espero que essa explicação ajude a entender que não houve intenção de quebrar os termos, apenas erros de interpretação e um teste isolado. Agradeço a atenção e fico à disposição para continuar colaborando para resolver essa questão.

Atenciosamente,

Romarico.

Hello Romsilva,

I understand that you may not be fully familiar with how bonuses work, or perhaps you are a new player still learning how things operate. However, as I mentioned earlier, even though the breach of terms may not have been intentional, a violation still occurred. In such cases, unfortunately, the casino is within its rights to take the action it has chosen.

I'm sorry we weren't able to assist you further. In situations like this, it often comes down to the goodwill of the casino, but we must accept that they are not always willing to make exceptions or be generous.

Please let me know if I may close the complaint.

Hello Matej,

I appreciate your reply and all the follow-up you've given to the case.

I'd just like to clarify that I'm not a novice player - I have a lot of experience with slots and I understand the terms of the bonuses very well. However, in this specific case, there were three separate situations, which I explained transparently, all without any intention of breaking rules or gaining undue advantage.

I regret that the casino did not show openness to consider the context, especially in the case of an unintentional violation, which even resulted in a loss on my part. All the more so knowing that the casino's system allows this type of betting without any warning or automatic blocking - something that would be expected from an operator who wants to be fair and responsible.

I understand that the decision may have been made, but I am disappointed with the way the case was handled. In any case, thank you again for your mediation.

You can close the complaint if you wish.

Best regards,

Romarico.

Olá Matej,

Agradeço a sua resposta e todo o acompanhamento que deu ao caso.

Só gostaria de esclarecer que não sou um jogador iniciante — tenho bastante experiência com slots e compreendo bem os termos dos bônus. No entanto, neste caso específico, ocorreram três situações distintas, que expliquei de forma transparente, todas sem qualquer intenção de violar regras ou obter vantagem indevida.

Lamento que o casino não tenha demonstrado abertura para considerar o contexto, especialmente tratando-se de uma violação não intencional, que resultou, inclusive, em prejuízo da minha parte. Ainda mais sabendo que o sistema do casino permite este tipo de apostas sem qualquer aviso ou bloqueio automático — algo que seria esperado num operador que se quer justo e responsável.

Entendo que a decisão possa estar tomada, mas fica a minha decepção com a forma como o caso foi tratado. De qualquer forma, agradeço novamente pela mediação.

Pode encerrar a reclamação, se assim entender.

Cumprimentos,

Romarico.

Hi Matej.

The casino is still playing with my face.

Regards,

Romarico.

Olá Matej.

O casino ainda brinca com a minha cara.

Cumprimentos,

Romarico.

Hello BetPlays,

Your response only confirms what many players already know: your priority has never been justice, but the desperate search for any loophole to confiscate balances and protect your own interests, even when that means penalizing players who acted in good faith.

You refuse any concession based on a technical violation of terms, but you conveniently ignore the context: there was no intention to cheat the system, the winnings from such bets were insignificant and, in all cases, there wasn't even a profit - there was a loss. Yet they used this "violation" as an excuse to withhold the entire balance. That's abuse of power, not fair application of rules.

Worse still: while they're denying me my winnings, they keep sending me emails with promotions to get me to deposit more. In other words, I'm not "good enough" to receive what I've earned, but I'm good enough to put money back into your system? That's an insult to any player's intelligence.

Your conduct is typical of operators who live on the fringes of ethics. Fortunately, the internet gives players a voice, and I will make sure to use all possible platforms to expose this situation and alert other gamblers.

If your goal is to drive away honest players and further tarnish your reputation, you're on the right track.

Regards,

Romsilva24.

Olá BetPlays,

A vossa resposta só confirma aquilo que muitos jogadores já sabem: a vossa prioridade nunca foi a justiça, mas sim a procura desesperada por qualquer brecha para confiscar saldos e proteger os vossos próprios interesses, mesmo quando isso significa penalizar jogadores que agiram de boa-fé.

Vocês recusam qualquer concessão com base numa violação técnica de termos, mas convenientemente ignoram o contexto: não houve qualquer intenção de burlar o sistema, os ganhos das tais apostas foram insignificantes e, em todos os casos, nem sequer houve lucro houve prejuízo. Ainda assim, usaram essa "violação" como desculpa para reter o saldo inteiro. Isso é abuso de poder, não aplicação justa de regras.

Pior ainda: enquanto me recusam os ganhos, continuam a enviar e-mails com promoções para que eu deposite mais. Ou seja, não sou "bom o suficiente" para receber o que ganhei, mas sirvo para voltar a pôr dinheiro no vosso sistema? Isso é um insulto à inteligência de qualquer jogador.

A vossa conduta é típica de operadores que vivem à margem da ética. Felizmente, a internet dá voz aos jogadores, e eu farei questão de usar todas as plataformas possíveis para expor esta situação e alertar outros apostadores.

Se o vosso objetivo é afastar jogadores honestos e manchar ainda mais a vossa reputação, estão no caminho certo.

Cumprimentos,

Romsilva24.

Hello Matej and the Casino Guru team,

Before the complaint is closed, I would like to highlight a few important points that, in my opinion, deserve further reflection and may help other players.

First of all, it is unfortunate that the conversation between the mediator and the casino was not shared transparently in the complaint thread. This would have helped readers and other players better understand the depth of the mediation and the casino's real position. The lack of transparency in this regard conveys the feeling that there was unclear parallel communication, which does not contribute to the credibility of the process.

I understand that there are terms and conditions to be respected. However, when these terms are broken in a clearly unintentional way, and with no real benefit to the player, there is room for common sense, especially when the mediator himself recognizes that the rules can be confusing. The role of mediation, in my opinion, is also to strive for fairness and balance, not just the letter of the law.

Finally, I understand that Casino Guru has no formal authority over casinos, but your influence and reputation in the industry are significant. That's why I expected you to act more firmly and boldly when a case clearly shows that there was no bad faith on the part of the player.

Thank you for your attention and I sincerely hope that future cases can benefit from a more transparent and balanced positioning.

Best regards,

Romarico

Olá Matej e Equipa Casino Guru,

Em antes que a reclamação seja fechada, gostaria de destacar alguns pontos importantes que, a meu ver, merecem maior reflexão e que podem ajudar outros jogadores.

Em primeiro lugar, é lamentável que a conversa entre o mediador e o casino não tenha sido partilhada de forma transparente no tópico da reclamação. Isso teria ajudado os leitores e outros jogadores a entenderem melhor a profundidade da mediação e a posição real do casino. A falta de transparência neste aspeto transmite a sensação de que houve uma comunicação paralela pouco clara, o que não contribui para a credibilidade do processo.

Entendo que há termos e condições a respeitar. Contudo, quando esses termos são quebrados de forma claramente não intencional, e sem benefício real para o jogador, há espaço para bom senso, especialmente quando o próprio mediador reconhece que as regras podem ser confusas. O papel da mediação, na minha opinião, é também lutar por justiça e equilíbrio, não apenas por letra da lei.

Por fim, compreendo que o Casino Guru não tenha autoridade formal sobre os cassinos, mas a vossa influência e reputação no meio são significativas. Por isso mesmo, esperava uma atuação mais firme e corajosa quando um caso claramente mostra que não houve má-fé por parte do jogador.

Obrigado pela vossa atenção e desejo sinceramente que casos futuros possam beneficiar de um posicionamento mais transparente e equilibrado.

Cumprimentos,

Romarico

Hello Romsilva,

Thank you for the confirmation.

I am closing this complaint as rejected.

I would like to add that all information related to this complaint has always been public, and everyone is free to form their own opinion on the matter. However, as the casino pointed out, the terms were breached, and they made their decision accordingly. While there may have been room for a gesture of goodwill, they chose not to grant it in this case.