BetPlays Casino - A conta do jogador é encerrada após uma retirada contestada.

I have been playing at BetPlays casino for close to a year.

in the beginning I’ve lost thousands of dollars, but recently I won 200 000 + CAD. I withdraw 7500 which is the max per week and went well, for my first withdrawal. My second attempt at 7500 got rejected today after two weeks saying I violated terms and conditions. I am telling you in no way I violated there conditions and it’s all made up. I didn’t use there bonus to win money and I won in blackjack live. I also logged into my account only from my mobile device and only I have a single account.

Dear Customer,

Following a thorough review of your betting activity, we have identified violations of our General Terms and Conditions. As a result, your account has been suspended, and any winnings associated with these breaches will not be paid.

We encourage you to review our rules, specifically Betting Rule 3. and Rule 9. which are detailed in our General Terms and Conditions. You can access them using the link below:

https://www.betplays.com/rules/en/general-terms-and-conditions

If you have any questions or require further clarification, please do not hesitate to reach out to our support team.

Best Regards,

BetPlays Team

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Have you been playing live blackjack in any other casinos simultaneously with BetPlays?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

No one in my household has a BetPlays account. I have only logged in through my phone device. I have no VPN either. I also do not play any games simultaneously.

i can assure you that I didn’t break any rules they are accusing me off.

Hello Nsteam28,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Nsteam28, 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.

Hello!

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.

Dear BetPlays Casino, 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!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear all,

We have provided the necessary evidence and explanation to the CasinoGuru team via email.

Regards,

BetPlays Team

Dear Nsteam28, I have received evidence from the casino that confirms the fact that you have created multiple accounts to abuse bonuses in the casino. Such practices are considered extremely unfair by us, therefore, I cannot support your complaint anymore. Now, it will be rejected.