Betandplay Casino - A conta do jogador foi encerrada sem motivo aparente.

Hello Casinoguru Team,

Unfortunately, I'm having problems with betandPlay Casino. My account there was simply closed. I still don't know why.

Unfortunately, it is not possible to communicate with the casino.

I am completely ignored there, my emails are not answered, and in the chat they simply say that my account has been closed due to a business decision.

I hope you can help me get my money back, which is still in the account.

Thank you very much

Hallo Casinoguru Team,

leider habe ich Probleme mit betandPlay Casino. Mein Konto dort ist einfach geschlossen worden. Warum weiß ich bis heute nicht.

Leider ist eine Kommunikation mit dem Casino nicht möglich.

Ich werde dort komplett ignoriert, auf Emails wird mir nicht genantwortet, im Chat wird lediglich gesagt dass mein Konto auf Grund einer Geschäftsentscheidung geschlossen worden ist.

Ich hoffe das ihr mir helfen könnt an mein Geld zukommen, welches sich noch auf den Konto befindet.

Besten dank

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betandplay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 Tomas,

I noticed the problem on November 25, 2025; I could no longer log in. I then contacted betandplay, but only received a reply stating that they would get back to me within 24 hours. This never happened.

I mainly played various slots there, sometimes with and sometimes without a bonus. I also played sports betting and live casino games, although not much.

I owe my winnings to three nice hits in the slot machine.

I will gladly forward the email correspondence.

I hope you can help me.

Hallo Tomas,

aufgefallen ist es mir am 25.11.2025, ich konnte mich nicht mehr einloggen. Darauf hin habe ich betandplay angeschrieben, ich bekomme nur die Antwort das man sich innerhalb von 24 h meldet. Dies ist aber nie passiert.

Habe dort hauptsächlich verschiedene Slots gespielt, mal mit und mal ohne Bonus. Sportwetten und LiveCasino habe ich ebenfalls gespielt, wenn auch nicht viel.

Meinen Gewinn habe ich drei schöne Treffer in Slot zu verdanken.

Den Emailverkehr leite ich gerne weiter.

Hoffe du kannst mir helfen.

Thanks for the explanation.

So far, I haven't received any correspondence from you. Kindly send it to my email at tomas@casino.guru as evidence of the incident.

Thanks in advance for your cooperation.

Hello Tomas,

Of course, she had sent it to you directly.

I forwarded it again.

VG

Hallo Tomas,

natürlich hatte sie dir direkt geschickt gehabt.

Hab es nochmal weiter geleitet.

VG

Thanks for your reply.

The casino contacted us outside of the thread and provided us with information regarding your case.

• Did the casino refund your last deposit? Could you please confirm this as accurate?
• Could you please specify whether, with your last deposit, you activated a bonus in the casino?
• Have you completed wagering of the bonus?

Please let me know.

Hello Tomas,

Unfortunately, I haven't received any refund...

To be honest, I can't tell you anymore, it was too long ago.

However, I played both with and without a bonus.

Hallo Tomas,

leider ist mir nichts erstattet worden...

Ich kann es dir ehrlich gesagt nicht mehr sagen, es ist zu lange her.

Ich habe aber sowohl mit als auch ohne Bonus gespielt.

Dear Player,

 After a thorough review of the evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint and must reject it as unjustified.

 Our assessment identified strong indicators of fraudulent gameplay patterns, suggesting an intention to gain an unfair advantage over the casino’s systems and other players. This includes, for example, placing sports bets while an active bonus was applied, which is explicitly prohibited under the casino’s Terms and Conditions.

 Due to confidentiality and security reasons, we are unable to disclose further details of our findings. Please note that this decision has been unanimously agreed upon by our internal team and is final.

 For future reference, we strongly recommend carefully following the casino’s stated Terms and Conditions and refraining from engaging in any strategies intended to gain an unfair advantage.

 I am sorry that we could not be of more help on this occasion.

 Thank you for your understanding.