BetPlays Casino - A conta do jogador foi encerrada e os ganhos confiscados.

THESE ARE SIMPLY REAL SCAMMERS!!!! THEY STOLE MY 385 EUROS FROM ME!!!! THIS AMOUNT INCLUDES MY DEPOSITS!!! I SUCCESSFULLY PASSED MY ACCOUNT VERIFICATION AND NEVER TAKEN ANY BONUSES!!!! I WAITED 10 DAYS FOR MY WITHDRAWAL REQUEST!!! BUT INSTEAD OF MY MONEY, I GOT MY ACCOUNT BLOCKED AND ALL MY MONEY CONFISCATED!!!!

Important Notice:

Casino.Guru will never ask for payments or access to your accounts 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 @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear yatsik13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Has an explanation been provided by casino support regarding the account closure?

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

Best regards,  

Katarina

I played slots and did a little sports betting. I played at this casino for about a month. I didn't receive any explanation. They kept promising to withdraw my money, but I never even got my deposit back!

Я играл в слоты и немного делал ставки на спорт. Играл в этом казино примерно месяц. Объяснений я никаких не получил. Они мне постоянно обещали вывести деньги но я даже не получил свой депозит обратно!

Dear yatsik13,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear yatsik13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Katarina, I'd be happy to provide you with some chat conversations with support or a reply to my email! But I have neither! I'm blocked in the chat, and unfortunately, they haven't responded to my emails even once!

Уважаемая Катарина, я бы с радостью бы вам предоставил какую нибудь переписку с саппортом в чате или ответ на почту! Но у меня ничего этого нет! В чате я заблокирован а на почту они мне ни разу к сожалению не ответили!

Dear yatsik13

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello yatsik13,

It's Michal once more. I've taken charge of this case. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite BetPlays Casino to participate in this discussion and share their perspective.

Dear BetPlays Casino,

I respectfully request clarification regarding the reasons that led to the decision to confiscate the player’s winnings and terminate their account.

If there are any relevant details or circumstances pertaining to this case that cannot be shared publicly, I kindly ask that you provide them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

Dear Michal,

We sent an email to your mailbox michal.k@casino.guru, including our explanation and supporting evidence.

Could you kindly check your mailbox and let us know if there is anything further needed from our side?

Best Regards,

BetPlays Team

BetPlays, you are outright scammers! You stole not only my winnings, but my deposits as well! My deposits are my PERSONAL MONEY! What right do you have to steal my money?

BetPlays, вы являетесь самыми настоящими мошенниками! Вы украли у меня не только мои выигрыши, но и мои депозиты! Мои депозиты это мои ЛИЧНЫЕ ДЕНЕЖНЫЕ СРЕДСТВА! Какое вы имеете право воровать у меня мои деньги?

Thank you for your email containing the information and evidence, BetPlays Team.

Dear yatsik13,

I respectfully ask that you refrain from making false and unfounded accusations against the casino. Your claim that the casino is a scam is entirely baseless. The evidence reviewed clearly demonstrates that you were in breach of the casino’s terms and conditions. After carefully examining the documentation and findings provided by the casino team, I fully support their actions and confirm that their decision was justified and in full compliance with the established terms and conditions to which you agreed when registering your account.

As the casino team mentioned in their email to me:

Following an internal investigation conducted by our Risk Department, we have confirmed that the customer in question has violated our General Terms and Conditions, specifically Rule 3 and Rule 9.

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

As an independent entity, I have reviewed the information and evidence provided, and your account has been associated with another account that is registered on their platform via the same device identifiers. It has also been discovered that these linked accounts were involved in placing bets on matches that are either fixed or deemed suspicious, which represents a significant violation of the casino's fair play and anti-fraud regulations.

You once again have been flagged for unfair actions related to sports betting. As you have been informed on multiple occasions, we don't handle sports betting-related complaints.

In this case, it was also about multiple or duplicate accounts. Given the nature and consistency of these findings, this cannot be regarded as a mere coincidence. Every casino maintains a strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions.

This being said, your case will now be closed as Unjustified.

I can only recommend that you familiarise yourself with the casino terms and conditions and, most importantly, follow them.

Furthermore, I would like to gently remind you that we can only address complaints related to casinos and casino games. If it turns out that the issue pertains to sports betting, it will unfortunately be automatically declined. Due to our limited understanding of this area of online gambling, we would not be able to accurately interpret the casino's investigation results or their explanations, making it difficult to assess the situation fairly. You have been repeatedly made aware of this, and it is essential that you acknowledge and understand it.

If you face challenges with another casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru