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Hi,

I waited more then 20 days on my withdraw. I contacted them couple times, they told me the same response. They say the finance department is checking the case please hold on they will contact you ones done. Then i received a email, saying my account is closed. I can not login anymore. They told me check Rule 3 and 9 in Terms an conditions i broke them apparently...

I read them and i haven't broken any of these rules.

I wrote them a email saying what is this? I did not break these rules please explain further and they told me in email back the same thing. See attachments.

It looks like Betplays trying to find ways to not pay out my winnings..

Dear Cruzmoscato,

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

Please note the attachments weren't included in your first post. If these were screenshots, post them here, otherwise send the information to my email at tomas@casino.guru.

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

• Could you please advise how long were you a player of the casino and when exactly was your account 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? 

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,

Tomas

Hi Tomas, thank you for helping me. I sent the screenshots from the response from Betplays as attachments to your email Tomas@casino.

For your questions:

I made the account first week of August this year. My account got blocked 15 October.

I played Slot games

I was playing the second welcome deposit bonus 70% I used Litecoin as deposit payment. Out of my mind i made the withdraw of 3452 dollar in the second week of August. I not know the exact date, i can not log in back my account. When i started to play Slotgames i double checked for excluded games to not play with bonus in terms and conditions. To play by the Casino rules to not loose the bonus money.

I did nothing wrong, Betplays team just dont wanne pay out my winnings..

Thank you very much Tomas I appreciate it.

Regards,

Cruzmoscato / Juan

Thank you very much, Cruzmoscato, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Cruzmoscato, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite BetPlays Casino representative to join this conversation. 

Dear BetPlays Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Katarina,

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

Best Regards,

BetPlays Team

Dear Cruzmoscato, 

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions creating multiple accounts.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, BetPlays Casino, for providing the information and for your cooperation.

Best regards,

Katarina