BetPlays Casino - Hráčský účet byl zablokován a výhry zabaveny.

Hi. Www.betplays.com have blocked my account on 19.01.2024 and confiscated all funds. Username: arc*** I got around 1890€ on my account balance. They have stated that i have violated rules, but i havent done anything wrong, my account was successfully verified. I dont have any other accounts with them, only this one. They havent provided any evidence that i have violated any rules.I really hope you can help me get funds back. Feel free to ask me any question.

Hello archelo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetPlays Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, Nick

1) My account was fully verified approximately on 9th of January 2024.

2) I accumulated winnings with real money, I have never used bonuses with Betplay.

3) I have spoken to them almost every day since 19th of January 2024, when they suddenly blocked my account. Last time I wrote them an email was yesterday(23rd of January 2024), I have asked them where I can submit external complaint and which licence do they have, they havent provided with clear answer, just told that all info is at the bottom of website page.

Feel free to ask me any question, I got nothing to hide.

Thank you for your fast response. Looking forward to hearing from you.

Thank you archelo for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you, Nick

I hope Peter will help me to resolve my issue with Betplays.

Hello there,

Thank you archelo 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 was the player's account blocked and what can be done to help resolve this issue.

Thank you!

Hello,

could we request more time to investigate the case?

Thank you in advance,

Betplays Team

Hi,

They just said on the live chat that I will receive only 150EUR refund and thats all, they will not payout winnings.

I dont know/understand what kind of games they are playing right now, but I need explanations from them.

Hello casino guru,

we have already sent you the proof to the email. Please check.

Betplays team

Thank you for providing the information BetPlays Casino representative.

Dear archelo, from the information provided by the casino, it came to light that your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding.

You can try to submit a sports betting-related complaint on these websites:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Peter