BetPlays Casino - Výhry hráče byly zabaveny.

Hi

After depositing 4500 euros via local bank and my crypto wallet I made hundreds of sport bets on NBA, Soccer, UFC, Formula One. I had won around 4000 euros before making my withdrawal request. It was pending for more than 2 weeks before they locked my account including my deposits which is insane. They told i've broken rules by multi accounting which is simply not true. I\ve worked in gambling for long time and know what that means exactly and obviously i would never break it. I only used my personal mobile phone and laptop which makes impossible for my device to have been used by any other account which they claim. I truly hope you can help here as it's significant amount of money for me

Dear gambbler, 

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 if you have passed the KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

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, 

Veronika

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

Could you please advise if you have passed the KYC verification? - Yes i did upon registering on the website

Have you used any VPN or IP-masking software to access the casino website? - I have not

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino that could be relevant to your case. My email address is veronika.l@casino.guru.

I sent you the email what i have but there is not much as they claimed i broke rules 3 and 9 without any further explanation

Thank you very much, gambbler, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 gambbler,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite BetPlays Casino to join the conversation.

Dear BetPlays Casino,

Can you please provide information regarding the player's supposedly multiple accounts? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal,

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

Best Regards,

BetPlays Team

Thank you, BetPlays Team, for your email. I have replied with a few more questions to gain a deeper understanding of the situation.

Thank you for your emails and the provided evidence,  BetPlays Team.

Dear gambbler,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created close one after another from the same or very similar IP address, device ID, and engaging in the same or very similar gameplay and claiming the same bonuses. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru