BetPlays Casino - Povlačenje igrača je odloženo.

Hello!

I did a deposit 17th of May and added a bonus, I decided to cancel the bonus and withdraw my REAL money 18th of may, (the bonus amount that was cancelled was around 12 000NOK) so I earned money on the bonus. But decided I didn’t want to wager 160 000,- so I took my real deposit money (4000 NOK) plus the winnings (2920) on the real money instead and asked for withdraw.

They confirm I haven’t done anything wrong. That it’s a «system related issue».

And they haven’t accepted, or cancelled my withdrawal. And every communication is when I contact them on chat. And I almost every time get the standard answer.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Has the wagering of the bonus started before you canceled your bonus?
• What particular bonus have you activated and later canceled? Would you be able to share any related marketing material related to the bonus?
• Was this your only deposit in the casino?
• Is your player's account verified?
• Post screenshots here or send the information to my email at tomas@casino.guru

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

Hello! I just sent u an email Tomas☺️

Dear idaha,

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, Lucia (lucia.s@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,

Tomas

Hello idaha,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BetPlays Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear All,

We would like to provide an update regarding this complaint.

First of all, we sincerely apologize for the delay in processing the customer's withdrawal and for the inconvenience this has caused.

The withdrawal remained pending while our Risk Department conducted an internal investigation. Although the review took longer than expected, it was necessary to ensure compliance with our internal security and fraud prevention procedures.

The investigation has now been completed, and we are pleased to confirm that the customer's withdrawal has been approved and successfully paid.

We kindly ask the customer to confirm receipt of the funds once they have reached their account.

We appreciate the customer's patience throughout this process and apologize once again for the delay.

Kind regards,

BetPlays Team

You spent 37 days approving my withdrawal. That’s insane, I’m glad you finally approved, but it’s still unacceptable, and I won’t play at yours again.

Thank you casinoguru for helping me! 🙂

Dear idaha,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Lucia S

Casino Guru