BetPlays Casino - Račun igrača je zatvoren, a sredstva zadržana.

Dear Casino Guru Team,

I am writing to formally submit a complaint regarding the actions of Betplays.com, who have suspended my account and withheld all my funds. This issue began when I followed up today, March 24th, on my pending withdrawal request of €1,500, which I originally submitted on March 6th.

Since reaching out today, I’ve experienced the following issues:

Withdrawal Request Pending: I requested a withdrawal of €1,500 on March 6th, but to this date, March 24th, this request has still not been processed or paid out.

Active Bets and Account Balance: In addition to the pending withdrawal, I have active bets amounting to €1,250. I also have €500 remaining in my account, bringing the total value of my funds to €3,250.

Account Suspension: After following up on my withdrawal, my account was suddenly suspended without clear justification. I was informed that my account was suspended due to alleged violations of their General Terms and Conditions, specifically Betting Rule 3 and Rule 9. However, I have not been given any specific details or evidence to clarify which actions I took that led to this suspension.

Request for Clarification and Immediate Fund Release: I am requesting that all of my funds, totaling €3,250 (including the €1,500 withdrawal request), be immediately processed and refunded. I also demand a detailed explanation of the violations and specific proof of any breach that justifies the suspension of my account.

I am extremely frustrated with the lack of transparency and the delay in processing my funds. I kindly ask for your assistance in escalating this issue and helping me resolve this matter as soon as possible. If you require any further information or documentation, I am happy to provide it.

Thank you for your time and support.

Sincerely,

Sandis Z.

Dear Pope777,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of BetPlays Casino, and this is what I found under Rule 3 and Rule 9:

3. Multi Accounts

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses that have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

 ​​​​9. Criminal Activity, Collusion & Cheating

9.1. Criminal Activity

In the case when any irregularity (including a suspicion of attempted money-laundering or fraud) has been noticed, www.betplays.com reserves the right to close Accounts and/or report about criminal or other suspicious activities provided through one or multi Accounts to the relevant existing regulatory or law enforcement authorities. All offenders’ Account balances will be blocked, withdrawals will be void, deposits and winnings will be forfeited.

9.2. Collusion and cheating

www.betplays.com is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards, or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple use of a single Account, soft playing. www.betplays.com conducts rigorous examinations of play through both manual and automated methods and investigates all related user complaints. Additionally, www.betplays.com proactively and randomly examines gameplays and accounts.

9.3. Fraudulent activity

Once www.betplays.com notices a fraudulent, unlawful, dishonest, or improper activity (including using the VPN, proxy, or similar service that masks or manipulates the identification of your real location, or engaging in arbitrage strategies) on the Website, we are eligible to block user’s Account with forfeiting of all Account balances without prior notification. In such cases, www.betplays.com reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• What types of games did you play - e.g. slots, live casino games, sports betting?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Subject: Urgent: Complaint Regarding Account Block and Discrepancy in Winnings at BetPlays Casino

Dear Casino Guru,

I am reaching out regarding a serious issue I have experienced with BetPlays Casino, and I would appreciate your help in resolving this matter. I have already filed a complaint with the casino, but I believe that I have been unfairly treated and potentially scammed by their actions.

Here’s a detailed account of the situation:

Account Block After Withdrawal Inquiry:

After following up on the status of my withdrawal request of 1500, BetPlays Casino suddenly blocked my account. This happened immediately after I inquired about the withdrawal, which I find highly suspicious. Prior to the account being blocked, I had active bets totaling 1250.

Winnings from Active Bets:

After the account block, the active bets of 1250 were marked as won, which led to an additional 1000 in winnings. At the time my account was blocked, I still had around ~500 in my balance. Therefore, the total amount I should be entitled to withdraw is clearly more than the 1500 I initially requested.

Discrepancy in Account Balance and Blocked Withdrawals:

Despite my account reflecting the correct total winnings (including the 1000 from the active bets), I am now unable to withdraw my funds. The balance should reflect these winnings, but I am unable to access the funds. This is a clear discrepancy, and the blocking of my account seems to be an unjustified and arbitrary action on their part.

Suspected Scam or System Error:

I strongly suspect that there has been either a scam or a system error. The timing of the account block immediately after I requested a withdrawal raises serious concerns. I am worried that my account may have been unfairly flagged or manipulated, resulting in the wrongful withholding of my legitimate winnings.

Request for Intervention and Immediate Resolution:

Given the circumstances, I am requesting Casino Guru’s assistance in addressing this issue. I believe BetPlays Casino has acted inappropriately by blocking my account and withholding my winnings, and I would appreciate your intervention in helping me resolve this matter as quickly as possible. I am requesting that my account be reinstated, that I be allowed to withdraw my legitimate winnings, and that BetPlays Casino provide a clear explanation for their actions.

I trust that Casino Guru can help facilitate a fair resolution to this issue, and I am confident that with your assistance, the situation will be rectified. I look forward to your prompt response and thank you for your attention to this urgent matter.

Best regards,

Pope777

Thank you for your response. However, you have not replied to any of my questions:

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• What types of games did you play - e.g. slots, live casino games, sports betting?
• Did you accumulate your winnings with or without an active bonus?

1. No
2. No
3. Sports Betting
4. Without

Thank you for your response. Could you please confirm if you passed the full KYC verification or at least submitted any identity documents to the casino for verification before your account was blocked?

Hi,

Yes, full KYC verification was completed!

In addition, I already see several similar complaints being filled for this casino, so this is most definitely a scam operation, and people should be warned!

Actually now there is also a data privacy concern.

And nobody has responded to my emails from betplays since the blocking of account.

Thank you very much, Pope777, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello, Pope777! Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem. I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Pope777, the casino has confirmed that the issue is purely related to sports betting. I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint in the end. I really wish I were of more help.