BetPlays Casino - Povlačenje igrača je odloženo.

Hello. I would like to submit a complaint against Betplays Casino. Since the end on January I am trying to receive my funds. The withdrawal of $1905 has been pending since 28th January 2026. The account is fully verified and casino isn't asking for any additional documents if the verification was the issue. In my endless Live Chat sessions with them I only hear the same answer: ''I will escalate the query to the responsible team and will get back to you with the email''. Unfortunately, the words are just words and no email or update was given ever since. The money isn't back to the account as well, so it's just endlessly pending. Please help me deal with this casino.

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Dear ar0681,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand the situation and assist you effectively, I would like to ask a few questions:

• Have you made any successful withdrawals before?
• Could you please let me know which verification documents you have already submitted?
• Were your winnings accumulated with or without an active bonus?

Your answers will help us review your case more thoroughly and work towards resolving the issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

Hello. This is my first withdrawal with them, so I can't tell anything about how they usually process withdrawals. They requested and verified my ID and address and no new requests were submitted from them. The winnings were accumulated when playing with active bonus.

Dear ar0681,

Thank you for your reply and for providing the previous details.

• Could you please clarify which payment method you selected to withdraw your winnings? Was it the same method you used for your deposit?
• Have you fulfilled the wagering requirements related to the bonus granted and are there any specific terms and conditions from the casino that might affect your withdrawal?
• Could you also update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Additionally, if you have any communication from Betplays Casino regarding the status of your withdrawal feel free to share it. You can send all relevant documents to petra.h@casino.guru or upload your screenshots to the thread.

Thank you again for your cooperation.

Hello. The payment method selected was Interac - I deposited with Interac and requested the withdrawal to Interac. I believe the wagering was fulfilled as I withdrew money that were converted into cash balance, so this shouldn't be an issue for a delayed withdrawal. Last time I spoke to Live Chat and checked my withdrawal status it was showing as pending and LC agent told me again it's being processed. This was right before I submitted the complaint. Today, in the withdrawals history it's showing as "canceled by operator" but money isn't back to my casino account, so on top of the pending withdrawal issue now I have missing funds as well. Attaching 2 screens: 1 of withdrawal history and the other one chowing money isn't back to the account.

Dear ar0681

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetPlays Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetPlays Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

There have been no updates, I will be looking forward to casino's reply.

Dear All,

We would like to clarify the situation regarding the customer’s withdrawal request. The withdrawal was approved by our payments department, and the funds were sent to the customer’s bank account today.

We sincerely apologize for the delay and any inconvenience caused. Our finance team continues to monitor the transfer, and we expect the funds to reach the customer’s account shortly. Once the customer confirms receipt, we will consider the matter resolved.

Thank you for your understanding and cooperation.

Best Regards,

BetPlays Team

Hello. the money was finally received, thank you Casino Guru for helping with this issue.

Thank you all for your cooperation on this case.

Thank you, dear user, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru