BetPlays Casino - Hráč hlásí, že výhry a vklad byly zabaveny.

Betplays have stolen my deposit and winnings claiming I have breached a term and condition that I just have not...

Here is their email to me today:

"After reviewing your betting activity closely, we discovered that you violated our General Terms and Conditions. Because of that, your account will be suspended, and no winnings will be paid.

Please review Betting Rule 3. and Rule 9. by using the following link:

https://www.betplays.com/Rules/en/17252/General-Terms-and-Conditions/ "

Betting Rule 3 is "Multi Accounts", Betting rule 9 is "Criminal Activity, Collusion & Cheating"

Neither of these sections of terms have been breached by me. I have 1 account only, I have not colluded with anyone I have done absolutely nothing wrong here. They are using these terms to steal my winnings without giving any proof or reasoning beyond just pointing to these terms and conditions.

I have been playing at betplays for months now and never had an issue, my gameplay has been consistent and hasn't changed (I have my favourite games that I stick to), I can't think of why they have done this to me.

Not only have they taken my winnings, also the recent $2500 deposit which was part of my withdrawal has been taken too.

I had a withdrawal of $7500 and an account balance of around $1700 also.

They have closed my account and I need help here... they are thieves.

KYC has been fully completed previously and I have been paid withdrawals by them already in the past.

Dear medery,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

There is 0 chance of anyone else using my IP for this casino, I'm the only person who gambles in my house.

I played mostly slot games, a few table games too mostly blackjack.

The blackjack play was solely with cash (not when using the bonus), as per their terms slots are what count 100% to wagering so that was why.

I accumulated my winnings with a bonus yes, but i stuck to all their rules, my choice of game / stake size and so on were all in line with their terms and can be seen if my history is requested.

Thank you very much for your reply, medery. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, medery, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you medery for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetPlays Casino for their help in resolving this complaint. We would like to know why were the player's funds confiscated and what can we do to help resolve this issue.

Thank you!

Dear Peter,

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

Best Regards,

BetPlays Team