BetPlays Casino - Igrački račun je zatvoren, a sredstva su konfiskovana.

My account was suddenly blocked without any prior notice and the amount of 7,500 euros in the account was frozen. I contacted their customer support and received a response that I had allegedly violated the rules under points 3 and 9 of their terms of use. Point 3 accuses me of allegedly using multiple accounts, which is absolutely false because I only used one. Point 9 involves an accusation of cheating while playing, which is also a lie.

I have repeatedly asked for concrete evidence and an explanation for these serious allegations, but no evidence has been provided to me. My winnings were entirely made through legal and fair betting on sports events, using odds set by BetPlays itself. Everything points to an attempt to avoid paying out a larger amount, using unfounded accusations as an excuse.

I expect Casino Guru to act impartially and help resolve this situation, in order to protect players' rights and prevent similar abuses in the future.

Moj nalog je iznenada blokiran bez ikakvog prethodnog obaveštenja, a iznos od 7.500 evra na računu je zamrznut. Obratio sam se njihovoj korisničkoj podršci i dobio odgovor da sam navodno prekršio pravila pod tačkama 3 i 9 njihovih uslova korišćenja. Tačka 3 optužuje me za navodno korišćenje više naloga, što je apsolutno netačno jer sam koristio samo jedan. Tačka 9 podrazumeva optužbu za prevaru prilikom igranja, što je takodje laz.

Više puta sam tražio konkretne dokaze i objašnjenje za ove ozbiljne tvrdnje, ali nijedan dokaz mi nije dostavljen. Moj dobitak je u celosti ostvaren legalnim i poštenim klađenjem na sportske događaje, koristeći kvote koje je BetPlays sam postavio. Sve ukazuje na pokušaj da se izbegne isplata većeg iznosa, koristeći neosnovane optužbe kao izgovor.

Očekujem da će Casino Guru postupiti nepristrasno i pomoći u rešavanju ove situacije, kako bi se zaštitila prava igrača i sprečile slične zloupotrebe u budućnosti.

Dear Leon11,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BetPlays Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you accumulated your winnings with the use of bonus or free spins?
• Have you been asked to complete the KYC verification process, please?
• Could you please provide an explanation you were given regarding the evidence suggesting you possess multiple accounts?

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,

Katarina

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.

• I did not use any bonuses or free spins
• I was not asked for KYC verification.
• I didn't get any explanation for why they were accusing me. I was just told that I violated their terms 3 and 9. When I asked for proof of why they were accusing me, they simply ignored it as if I hadn't asked and said something else, even though I asked them that question several times on their chat support, I was always left without an answer.

• Nisam koristio nikakve bonuse ni besplatne okretaje
• Nije zatrazena od mene KYC verifikacija
• Nisam dobio nikakvo objasnjenje za to zasta me optuzuju. Samo mi je receno da sam prekrsio njihove uslove 3 i 9. Kada sam trazio dokaz za to zasta me optuzuju jednosatvno su to samo preskakali kao da ih nisam pitao i pricali nesto drugo, iako sam im vise puta postavio to pitanje na njihovoj chat podrsci uvek sam ostajao bez odgovora.

Dear Leon11,

thank you for your message.

• Could you please tell me when you have first registered with the casino ?
• Have you ever had any successful withdrawals with this casino?
• Could you please provide any records of communication you have had with this casino, such as live chat transcripts or email correspondence? Kindly forward it to my email is katarina.d@casino.guru.

Looking forward to your reply.

Katarina

I just sent you a message to the email address you provided.

Upravo sam vam poslao poruku na mejl adresu koju ste naveli

Dear Leon11,

thank you for your email.

Do you possess any screenshots containing information about your account balance, live chat communications or other details that may be important for this complaint?

Looking forward to your reply.

Katarina

I just sent you a new email.

Poslao sam vam novi mejl upravo.

Dear Leon11,

thank you for your email. I apologize for the delayed response. I was on sick leave and unable to reply.

Thank you very much, Leon11, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Leon11,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from BetPlays Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear BetPlays Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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 Kubo,

We sent an email to your mailbox jakub.m@casino.guru (as provided by Katarina in the previous message) on June 11, including our explanation and supporting evidence. However, we have not yet received a response.

Could you kindly check your mailbox and let us know if there is anything further needed from our side?

Best regards,

BetPlays Team

I am very interested in seeing the evidence that BetPlays mentioned sending you, and it is not clear why they did not want to send me the evidence they mentioned when I asked them on several occasions.

Veoma sam zainteresovan da takodje i ja vidim te dokaze koje spominje BetPlays da vam je poslao, i nije jasno zasto meni nisu hteli da posalju dokaze koje spominju kada sam im u vise navrata trazio

Dear BetPlays Casino,

Thank you for your email and for providing the additional context.

Dear Leon11,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to other accounts which were created or accessed from the same device and/or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos, as it compromises the fairness and integrity of the gaming environment.

Such practices can result in unfair advantages - like abusing bonuses or promotions intended for individual players - and disrupt the level playing field that casinos work hard to maintain. In some cases, related behaviors such as arbitrage betting or placing strategically opposite bets across accounts may also fall under prohibited activities. These actions can lead to significant financial losses for the casino, which is why strict enforcement of these policies is standard across the industry.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo