BetPlays Casino - La cuenta del jugador ha sido bloqueada después de rechazar el retiro.

Good afternoon again, Casino Guru,

The reason I am here once more is as follows.

On August 31st, I started betting on Betplays. After placing some bets, I managed to reach a reasonable amount to withdraw, as I was just trying out the casino.

After requesting the withdrawal, I was asked for the usual KYC details, which I provided promptly. I was then told that the withdrawal request was being processed and to wait up to 5 days.

Today, I received an email (attached) informing me that my withdrawal request had been declined. Two minutes later, I received another email saying that my account had been suspended.

Having another account on Betplays is impossible, as I didn’t even know the casino and was trying it for the first time. Accessing the casino using a VPN is possible, as I am required to use a VPN for my work, and I may have forgotten to turn it off on some occasion and thus entered Betplays.

In no way did I act dishonestly or with ill intent. I appreciate your availability once again to try to resolve this case.

Boa tarde novamento casino guru,

A razão pela qual estou aqui outra vez é a seguinte.

No passado dia 31 de Agosto, comecei a apostar no Betplays; Após algumas apostas consegui chegar a um montante razoavel para levantar, isto sendo que apenas estava a experimentar o casino.

Após o pedido de levantamento, foram-me solicitados os dados normais de KYC, os quais eu forneci imediatamente. Após isso foi-me dito que o pedido de levantamento estava a ser processado e para esperar até 5 dias.

Hoje recebi um mail (deixo em anexo) a informar-me que o meu pedido de levantamento tinha sido recusado. Após 2 minutos recebo outro mail a dizer que a minha conta tinha sido suspensa.

Ter outra conta no betplays é impossivel, uma vez que nem conhecia o casino e estava a experimentar pela primeira vez. Ter entrado no casino com uma vpn é possivel, uma vez que pelo meu trabalho sou obrigado a utilizar vpn e posso ter-me esquecido em alguma ocasião de desligar a mesma e ter assim entrado no betplays.

De forma alguma, agi de forma desonesta ou com má intenção. Agradeço a vossa disponibilidade mais uma vez para tentar resolver este caso.

Hello jveiga,

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? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning,

The verification was completed last July 31st, I would like to be as precise as possible but as I don't have access to the account, I can't verify the exact day.

I have always used any kind of bonus money and never used bonuses.

I only bet on sports.

The last time I contacted the casino was on August 5th. I didn't receive any kind of response via e-mail, and customer support on the casino's website, as soon as I told them what my account was, told me that it was closed and that it wasn't possible to review the situation.

Let's be clear here, I think it's strange for a casino to get into this kind of situation for an amount like €340, which I suppose is not a "high" amount for a casino. Once again, the only situation that could have led to this is the use of the vpn, and it is explicit in the casino's terms and conditions that it is forbidden to use it.

Bom dia,

A verificação foi concluida no passado dia 31 de Julho, gostava de ser o mais preciso possivel mas como não tenho acesso à conta, não consigo verificar o dia exato.

Utilizei sempre qualquer tipo de dinheiro bonus e nunca utilizei bonus.

Fiz apenas apostas desportivas.

A ultima vez que contactei o casino foi no dia 5 de Agosto. Através de e-mail não recebi qualquer tipo de resposta, e no apoio ao cliente no site do casino, assim que eu disse qual era a minha conta, foi-me dito que a mesma estava fechada e que não era possivel rever essa situação.

Sejamos claros aqui, eu acho estranho um casino meter-se neste tipo de situações por um valor como 340€, que supunho não ser um valor "alto" para um casino. Mais uma vez, a unica situação que pode ter levado a isto é o uso da vpn, e está explicito nos termos e condições do casino que é proibido o uso.

Dear jveiga,

Can you please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Done.

????

Dear jveiga,

Based on the description from the casino, they've blocked your account after checking your betting history. As you did play sports betting only and we deal with casino related issues only, we are unfortunately unable to assist you with this matter.

Is there anything else we could help you with?

Okay, thanks and sorry.

Ok, agradeço e lamento.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.