BetPlays Casino - La retirada del jugador se ha retrasado.

I have a problem. My payment has been delayed for 14 days. I made my third deposit and activated the bonus. I fulfilled all the bonus conditions, but the funds are not paid out. I have made two deposits before. My account is verified. I have made successful withdrawals before. In the chat, they keep saying that the payment is being processed, but I have not received any explanations. Thank you for your understanding, I hope you can help me solve my problem!!!

Hello moellerm432,

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? What payment method did you use to withdraw? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was fully verified on January 17, 2024. I made a deposit and requested a withdrawal using cryptocurrency. The last time I spoke to the casino was a few days ago about my withdrawal request. They said that my request is now in the finance department. They advised me to be patient. I did not receive any other information. I also submitted my request by email and received the same response.

Hello moellerm432 and thank you for the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello moellerm432,

This is Dominika and from now on, I will be taking care of your complaint. I am sorry to hear that your withdrawal has been delayed. Now I would like to invite BetPlays Casino representative to join this conversation and participate in the resolution of this complaint.

Dear BetPlays Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

After contacting you, they closed my account. Here is the message -

Dear Customer,

 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 2.4.6. and Rule 9.

 2.4.6. Please note that providing correct and non-manipulative documentation is mandatory and violation of this rule may result in restrictions, limitation, and sanctioning of the given account.

9. Criminal Activity, Collusion & Cheating

 At the same time, my account was opened almost two months ago. I have already made a successful withdrawal request from it! It was successfully verified! They just confiscated my money!

They are fraudsters!

Hello,

The Customer registered on our website on 20.11.2023. Since then he has deposited a total of 1550.00 CAD and withdrawn 1843.00 CAD.

After carefully reviewing the customer's account activity and the documents provided, we can confirm that the documents are forged. We take KYC very seriously and cannot compromise on this.

The customer has violated our General Terms and Conditions Rule 2.4.6. and Rule 9. and his account has been suspended.

Additional evidence may be sent upon request.

Regards,

BetPlays Team

Dear BetPlays Casino, could you please provide me with the details of the complaint through my email address (dominika.l@casino.guru)? Thank you.

Dear moellerm432, we have received the evidence and it clearly shows that the documents are forged. Do you have any comments that you would like to add?

I don't understand what the problem is!

Hello moellerm432, you have violated the following General Terms and Conditions:

"2.4.6. Please note that providing correct and non-manipulative documentation is mandatory and violation of this rule may result in restrictions, limitation, and sanctioning of the given account."

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.