Betplay.io Casino - Igrački nalog je zatvoren.

Hello, I have been playing different casino games on this casino website. I have made a single withdrawal in USDC currency, and then I made a withdrawal in USDT currency, but my account has been blocked. The casino is telling me that I have been using other accounts, but I have always had only one account on this casino. I have offered to undergo any identity verification checks, but they have not responded, claiming that they cannot help me because I have violated the rules, even though I have not violated any rules and have only used one account.

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Dear Nicejob,

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 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?

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,

Attila

Hi

1) no one could use my ip address

2) I wrote to them several times that I could pass any KYC checks and provide any documents (screenshot 1)

3) I won without bonus money

I was making a USDC withdrawal and it was successful, but then I decided to make a withdrawal in USDT (the output address is the same) then my account was blocked for multiaccount

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Additionally, have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Thank you for your patience and cooperation.

I have sent screenshots of my communication with the casino to your email. No, I did not use a VPN when using the casino. I always used my real address IP

Dear Nicejob,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear Nicejob,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betplay.io Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betplay.io Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Dear Nicejob,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru