Hello!
Well, as you can see, it is. 🙁 And occasionally the casino representative does not seize the first opportunity to join the complaint. When it comes to this one, I just hope they are ready to explain their standpoint clearly - soon.
Olá Radka.
Você já viu a decisão do casino?
Não sei se ide rir ou chorar.
Hello,
No, I have not - let me check that....
Oh, I see. The usual general approach is being applied without considering the specific or even the player.
By the way, requirements for 'fair and safe casinos':
For a casino to be classified 'fair and safe' by our review team, it must enforce the maximum bet rule for bonus play. This means that the casino's system must prevent players from placing any bet higher than the limit.
I'm disappointed right now, and I can understand why so many players dislike the casino's decisions. Losing one honest player due to such a trivial task just to represent the strong stance and preferring the terms applied to the letter is, in my opinion, a short-sighted decision. Given the circumstances, I would no longer choose to play there.
Olá Radka,
Agradeço o seu comentário e entendo a importância de manter a integridade das regras. No entanto, como jogador que sempre agiu de boa-fé, sinto-me desapontado ao ver que uma única infração não intencional — e sem qualquer vantagem obtida — seja suficiente para perder o estatuto de "jogador justo e seguro" na plataforma.
Gostaria apenas de reforçar que estas apostas acima do limite ocorreram por simples erros de interpretação da interface e por um teste pontual. Em todas as outras milhares de apostas cumpri rigorosamente o termo de aposta máxima de €5. A ausência de bloqueio automático no próprio sistema do cassino contribuiu para esse equívoco.
Agradeço todo o vosso apoio mas receio saber o desfecho desta história. Só espero que com isto o casino possa ser rebaixado para que outros não cometam o erro de jogar nessa plataforma, chamada Betplays.
Hello,
This is a sad situation for both of us because, as I was trying to express, we have not found any strong arguments for voiding the winnings. From the casino's stance, it looks like they are quite ok with losing honest players just like that.
However, the rules have been breached, and the casino is not considered fair and safe with respect to our Codex; it is considered above average. As you can see, the casino prefers to apply such rules strictly without enforcing them at the software level. I wish one day this proactive enforcement would be a business standard...
However, I don't anticipate a significant downgrade; still, the rule has been breached after all. 🙁
Let's see how it all ends.
i just got this mail from them regarding a two year old case, that Casino Guru denied to help with.
---------
Dear XXXXX
We hope this message finds you well.
We are reaching out to you regarding your previous case with BetPlays. We have recently reviewed your complaint and the surrounding circumstances.
BetPlays is under new management, and one of our priorities is to reassess past issues and take steps to make things right where possible. After carefully reviewing your case, we acknowledge that the reopening of your self-excluded account should not have occurred, and we understand the distress this may have caused.
In an effort to resolve this matter fairly, we would like to refund the amount of 80 USD that you deposited and lost on our platform during that time.
Please provide us with the following details so we can send the funds to your bank account:
Recipient Name:
Recipient Address:
IBAN:
Thank you for your time, and once again, we sincerely apologize for the inconvenience caused.
---------
Could this be the turning point?
Hopefully 🙂
Please express yourself correctly. We didn't deny helping you; we just didn't have enough evidence to do much.
And, really, good on you that you got your money back from them. I hope it will keep you away from playing, though, so you don't get to any trouble. 🙏
Romsilva
as I wrote to you earlier, there was no chance of receiving the funds, in your case you broke the rules, so casino.guru has to close the complaint as unjustified anyway, such weak and fraudulent casinos will never side with the player, for them, each such situation is a chance to profit, and certainly a company with such a reputation has few players,in some time it will probably disappear completely and be created under another casino name, so they don't care about the good reputation anymore, it's a short-lived project
this fraudulent entity has stolen hundreds of thousands or even millions from sports bettors, unfortunately there is no way to resolve disputes, the company has no license, the Comoros license means nothing, it is worth less than the piece of paper it was written on, so they can do whatever they want and no one will force.
Tyraxx.
Infelizmente, começo a perceber que tens razão em muitos pontos. Apesar de ter seguido todos os passos e apresentado o meu lado com transparência, a decisão acabou por beneficiar apenas o casino, mesmo tendo sido reconhecido que não houve má-fé da minha parte.
É frustrante ver que, mesmo com uma equipa como a do Casino Guru que, em teoria, está do lado do jogador, a conclusão parece sempre pender para os interesses das casas de aposta. No fim do dia, se o casino não quer colaborar, simplesmente não há qualquer consequência prática para ele.
É triste, mas esta experiência serviu de lição.
Casino.Guru or this type of mediators are able to help in complaints vs better class casinos that care about their reputation, in the case of companies that don't care they are unable to do anything because they don't have any tools, they can only lower the reputation, however if the casino doesn't care about it, the mediators are helpless.
in your case the max bet rule was broken, unfortunately casino.guru cannot do anything, it was already obvious from the beginning, it is a casino regulation which Casino.Guru cannot interfere with.
even if you did it by accident and didn't gain anything from it, unfortunately they casinos will always take advantage...
O meu caso é exemplo disso: houve de facto uma violação técnica da regra, mas sem qualquer benefício real para mim e com explicações plausíveis para cada situação. Ainda assim, tanto o cassino como o mediador optaram por uma leitura rígida, ignorando completamente o contexto e a boa-fé do jogador.
Respeito o trabalho do Casino Guru, mas ficou evidente que quando o cassino não coopera, pouco ou nada pode ser feito. Fica a lição para mim e para outros jogadores, sobre os riscos de confiar em plataformas que não mostram flexibilidade nem respeito pelo cliente.
Boas pessoal. Vocês tinham razão. Mais uma vítima da BETPLAYS. Mas não posso deixar de dizer isto. Agradeço a conclusão da reclamação, mas deixo aqui a minha profunda insatisfação, não apenas com o desfecho em si, mas com a forma seletiva como o Casino Guru parece atuar em casos semelhantes.
É curioso ou preocupante, ver que existem outras reclamações praticamente idênticas à minha, envolvendo a mesma violação de limite de aposta em bônus, com cassinos da mesma reputação que a BetPlays, e que foram resolvidas de forma favorável ao jogador. O que muda? O jogador? O mediador? O interesse em proteger ou não determinada marca?
Isso levanta sérias dúvidas sobre a consistência e transparência do processo de mediação. Além disso, como o próprio Casino Guru reconheceu, havia margem para um gesto de boa vontade. A BetPlays optou por ignorar isso e, no fim, a plataforma aceitou passivamente.
Dizer que a "violação está nos termos" não justifica tudo. Se assim fosse, qualquer cassino poderia esconder cláusulas num canto obscuro do site e, depois, usá-las para confiscar fundos de forma seletiva.
Peço que jogadores tirem as suas próprias conclusões mas deixo claro: a experiência não foi positiva. A sensação que fica é que o Casino Guru serve como vitrine de legitimidade para cassinos que operam com práticas claramente questionáveis.
Mais do que isso: esconde-se a conversa com o cassino dos tópicos públicos, retirando transparência de um processo que deveria ser justamente o contrário, claro, neutro e justo.
Até nunca mais.
Well you said it well, every case, even if it is similar or was, is not necessarily exactly the same. In some cases, and in this one too, I think you saw that Matej tried to negotiate a gesture of goodwill but failed. If you broke the max bet and it was maybe unknowingly with the fact that you didn't win anything out of it, then he was trying to help you. But we don't decide how it turns out. The casino stood behind the fact that you broke the rules and therefore didn't land on what we and you probably would have wanted.
I'm sorry.
Anyway, whatever it was, you have to be careful in the future, because this is not the only casino where it could happen. We don't have the clout to make a casino do something they don't want to do, but if we feel it wasn't intentional like in your case, we try to help.
Even though it may not always turn out the way the players want, like it did now, we always try. After all, some casinos will go along with the gesture and some won't. But if the rules have been broken, each one could appeal it, I think.
Boas a todos,
Gostaria de saber porquê a minha avaliação á betplays foi rejeitada? Vocês não podem encobrir o site na vossa plataforma. Eles têm que ser denunciados.
I tried telling you in the beginning.
Nothing will happen.
Nothing happened.
I read your case and frankly put, a legitimate casino doesn't let people hit over the max bet button.
How do I know? Maybe the experience I've had on over 250+ casinos including those that completely limited me from the sportsbook and forced me to play on the casino to finish my wagering to withdraw my money.
During those times I played on the casino, if the limit was 5 euro for a spin, it would never let me spin over 5 euro and would in fact end in an " error ". That is how an honest casino works. Reading how they treated you and casinogurus response. Laughable. But hey what do I know other than.. 250 casinos..
Betplays? Casino guru? Man. Wasted energy. They dont care. Will ban your account too.
Let me repeat my sum again so you realize what kind of gangsters betplays are.
6193 euro.
This isnt a legitimate casino and that 7.0 is a complete joke. Legitimate casinos dont send their workers to askgamblers, trustpilot and casinoguru to write fake reviews about their site.
As long as its a 7.0 casino guru is a joke.
The fact that my warning have to go through admins is ridiculous.
You will probably never get the real truth here since they seem to read and delete whatever is criticism.
I wrote you a long paragraph that has to go through mods.. great site.. great site to warn people.
tried telling you from day 1. got banned.
real / legitimate casinos don't let you spin over the max limit. It ends in an error spin that says max bet has been breached.
This limit can be even a 5 euro limit.
Betplays is a rogue casino
now go read the 5 star reviews on trustpilot and positive reviews on askgamblers.
all betplays own workers writing them.
now read the 1 star reviews on trustpilot.
Those are the real reviews / victims.
Boas a todos,
Gostaria de saber porquê a minha avaliação á betplays foi rejeitada? Vocês não podem encobrir o site na vossa plataforma. Eles têm que ser denunciados.
Unfortunately, we couldn't approve your user review as it was written about the same issue you filed your complaint about, and the complaint was rejected as "unjustified" because you violated the maximum bet limit.
We don't need to cover up anything, actually; if players violate the rules, we, of course, are on the casino side. 🤷♀️
real / legitimate casinos don't let you spin over the max limit. It ends in an error spin that says max bet has been breached.
This limit can be even a 5 euro limit.
Betplays is a rogue casino
We always encourage online casinos to implement this kind of warning into their system so breaching the maximum bet doesn't happen.
But also we always tell our users that it is very important to read the terms and not violate them, so the breach won't happen either.
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