BetPlays Casino - A retirada do jogador foi adiada e a conta foi encerrada.

Betplays is a complete fraud. I have always followed all the site's rules, but when trying to withdraw 707 BRL (Brazilian Real) all hell broke loose. After 7 days without receiving it (the withdrawal period is long enough for you to lose patience and cancel it), I went to the customer service and they started with all possible excuses. First they said that the deadline was still up, then they said they were overloaded and, finally, they alleged breach of rules and attempted money laundering (yes, reader, this is shocking). Finally, they blocked my account and dishonestly stole my money. Don't waste your money, dear bettor. Never deposit on this site, it is a fraud and scam. Probably even their license is fake (the licence country is an unusual country for casino licences). Betplays must to be Blacklisted as soon as possible.

Luciano P*****

Betplays ID 8391714

Dear Rottreich,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with BetPlays.

To help us investigate your issue and work towards a resolution, could you please provide more information on the following:

• Can you specify which casino games you played before making your withdrawal request?
• Did you receive any specific communication from BetPlays regarding the alleged breach of rules and money laundering claims?
• Can you provide any additional details or evidence related to your withdrawal request and account blocking, such as screenshots or email correspondence?
• Have you reached out to BetPlays via other channels, and if so, what responses did you receive?

Please feel free to forward any relevant documentation to petronela.k@casino.guru to assist us further.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela. Good morning. Thank you in advance for trying to help me. I'll answer your questions below:

a) I have played many games, including Crazy Time, Sweet Bonanza Candyland, and the slots Beheaded (No Limit City), Slayers inc. (Hacksaw), Cash Crew (Hacksaw), among others. It took many hours of play before the withdrawal request was made.

b) after the 5-day banking period had passed (8 days in total), I asked online support why it was taking so long to receive my withdrawal and was told to just wait and they would get back to me. Another day passed without me receiving my funds and I emailed them again. They apologized for the delay and said it could have been due to probable holidays, staff workload or additional checks. Another day passed and I received an email saying that my withdrawal had been denied for violating articles 3 and 9 of the site's rules (use of multiple accounts and attempted money laundering and fraud), which is absurd and unacceptable. I have never held more than one account and I am certainly not a financial criminal. I have never broken any of the site's rules, and Betplays' false accusations are simply excuses for not paying me. The other user complaints about Betplays with problems similar to mine right here on casinoguru demonstrate this.

c) I'm attaching screenshots of the withdrawal attempt, the emails sent and received, and other evidence to this reply. The attempts to resolve the issue through online support could not be recorded as screenshots because they blocked access to my account before I could record them, but there were at least three attempts with online support.

d) I tried to resolve everything through online support, then through e-mail, and only started looking for other channels, such as here on casinoguru, after exhausting all friendly attempts with Betplays. I always try to resolve these issues amicably and privately, before taking more dramatic steps and public exposure. I believe this is the best way to resolve conflicts. I waited until the withdrawal deadline, then tried to resolve the issue and only then turned to you. It took a total of ten days between the withdrawal request and the blocking of my account.

Finally, thank you again for all your help with my case. Have a good job and a great day.

Luciano P*****

Olá Petronela. Bom Dia. Agradeço antecipadamente a tentativa de me ajudar. Vou responder as suas perguntas na sequencia:

a) Joguei muitos jogos, entre eles Crazy Time, Sweet Bonanza Candyland, e os slots Beheaded (No Limit City), Slayers inc. (Hacksaw), Cash Crew (Hacksaw), entre outros. Foram muitas horas de jogo até a solicitação de saque.

b) após a passagem do prazo de 5 dias bancários (8 dias no total), questionei no suporte online sobre o motivo da demora em receber meu saque e me responderam apenas para esperar que eles iriam entrar em contato. Mais um dia se passou sem que eu tenha recebido os meus fundos e mandei um e-mail questionando novamente. Eles se desculparam pela demora e disseram que a demora poderia ter sido por prováveis feriados, carga de trabalho da equipe ou checagens adicionais. Mais um dia se passou e recebi um e-mail dizendo que meu saque havia sido negado por violação dos artigos 3 e 9 das regras do site (uso de contas multiplas e tentativa de lavagem de dinheiro e fraude), o que é um absurdo e inadmissível. Nunca possuí mais de uma conta e muito menos sou um criminoso financeiro. Jamais quebrei qualquer regra do site e, essas acusações falsas do Betplays são pura e simplesmente desculpas para não me pagar. As demais reclamações de usuarios sobre a Betplays com problemas semelhantes aos meus aqui mesmo no casinoguru demonstram isso.

c) estou enviando em arquivos anexos, nesta mesma resposta, as capturas de tela da tentativa de saque, dos e-mail enviados e recebidos, e outros comprovantes. As tentativas de resolução através do suporte online não puderam ser gravadas em screenshot porque bloquearam o acesso a minha conta antes que eu pudesse grava-las, no entanto foram ao menos tres tentativas com o suporte online

d) Tentei resolver tudo pelo suporte online, depois pelo e-mail e, só comecei a procurar outros canais, como aqui no casinoguru, após esgotar todas as tentativas amigáveis com a Betplays. Sempre procuro resolver essas questões de forma amigavel e privada, antes de tomar providências mais dramaticas e exposição pública. Acredito que seja a melhor forma para resolver conflitos. Aguardei o prazo estipulado para saque, depois realizei as tentativas de resolução e só depois recorri a vocês. Foram dez dias no total entre a solicitação de saque e o bloqueio da minha conta.

Por fim, agradeço novamente toda a ajuda dada em meu caso. Tenha um bom trabalho e um excelente dia.

Luciano P*****

Hi Rottreich,

• Could you confirm if you have previously withdrawn any winnings from this casino?
• Was your account successfully verified?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hi Petronela, good morning.

a) I've made several deposits, but I've never made any withdrawals yet.

b) My account was successfully verified, and I even sent screenshots of the credit cards they requested. I received notification of the approval of the documents in the inbox of my profile in the casino account without any problems.

c) Betplays has a bonus program called BP Camp Points, where a deposit entitles you to a daily spin on a daily wheel, a daily scratch card, a weekly spin and scratch card and a monthly spin and scratch card. This program offers prizes such as casino bonuses, sports bonuses, free spins, free bets or BP Camp Points which can be exchanged for any of the above. I did get a bonus on my last deposit, however, I strictly complied with all the rollover/wagering requirements without any problems, and Betplays never questioned my compliance with the requirements and did not use this as a justification for blocking my account. Betplays claims that I used multiple accounts and tried to launder money, neither of which are true. Thank you again for your help.

Luciano P*****

Olá Petronela, bom dia.

a) Eu realizei vários depósitos, mas nunca tinha realizado saques ainda.

b) Minha conta foi verificada com sucesso, tendo inclusive enviado screenshots de cartões de crédito que eles solicitaram. Recebi notificação da aprovação dos documentos no inbox do meu perfil na conta do cassino sem problemas.

c) Betplays tem um programa de bonificação chamado BP Camp Points, onde um depósito da direito a um giro diário em uma roda da fortuna (daily Wheel), uma raspadinha diária (daily Scratch) e ainda um giro e uma raspadinha semanal e um giro e uma raspadinha mensal. Esse programa da prêmios como bônus de cassino, bônus esportivo, free Spins, free bets ou BP Camp Points que podem ser trocados por qualquer uma das opções citadas. Eu ganhei bônus no meu último depósito, no entanto, cumpri rigorosamente com todos os requisitos de Rollover/wagering sem problemas, inclusive o Betplays nunca questionou o cumprimento dos requisitos e não usou isso como uma das justificativas para o bloqueio da minha conta. Betplays alega para o bloqueio que eu usei múltiplas contas e tentei realizar lavagem de dinheiro, sendo que nenhuma das acusações é verdadeira. Muito obrigado novamente pela ajuda.

Luciano P*****

Thank you very much, Rottreich, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Okay, Petronela, thanks very much for the feedback.

Ok, Petronela, muito obrigado pelo feedback.

Hello, Rottreich,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetPlays Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you very much for your attention, friend Branislav. Let's wait for the casino's reply. Sincerely, Luciano

Muito obrigado pela atenção, amigo Branislav. Vamos aguardar a resposta do cassino. Atenciosamente, Luciano

Dear Branislav,

We have sent you an email with an explanation and evidence.

Best Regards,

BetPlays Team

Dear Rottreich,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse/collusion. It basically makes the KYC/verification impossible (mandatory for withdrawing anything from a casino account). It is allowed to have only 1 account at the casino, which also applies for bonuses (1 per user/account/IP/etc). Based on the provided details, it would be likely impossible to prove otherwise. The casino acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, BetPlays Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru