Hello!
Well, as you can see, it is. 🙁 And occasionally the casino representative does not seize the first opportunity to join the complaint. When it comes to this one, I just hope they are ready to explain their standpoint clearly - soon.
Hola, Radka.
¿Has visto la decisión del casino?
No sé si reír o llorar.
Hello,
No, I have not - let me check that....
Oh, I see. The usual general approach is being applied without considering the specific or even the player.
By the way, requirements for 'fair and safe casinos':
For a casino to be classified 'fair and safe' by our review team, it must enforce the maximum bet rule for bonus play. This means that the casino's system must prevent players from placing any bet higher than the limit.
I'm disappointed right now, and I can understand why so many players dislike the casino's decisions. Losing one honest player due to such a trivial task just to represent the strong stance and preferring the terms applied to the letter is, in my opinion, a short-sighted decision. Given the circumstances, I would no longer choose to play there.
Hola Radka,
Agradezco tu comentario y comprendo la importancia de mantener la integridad de las reglas. Sin embargo, como jugador que siempre ha actuado de buena fe, me decepciona ver que una sola infracción involuntaria, sin obtener ninguna ventaja, sea suficiente para perder la condición de "jugador justo y seguro" en la plataforma.
Solo quiero destacar que estas apuestas por encima del límite se debieron a simples errores de interpretación de la interfaz y a una prueba única. En las miles de apuestas restantes, me mantuve estrictamente dentro de la apuesta máxima de 5 €. La ausencia de bloqueo automático en el propio sistema del casino contribuyó a este error.
Agradezco todo su apoyo, pero me temo que no sé cómo terminará esta historia. Solo espero que el casino baje de categoría para que otros no cometan el error de jugar en esta plataforma llamada Betplays.
Hello,
This is a sad situation for both of us because, as I was trying to express, we have not found any strong arguments for voiding the winnings. From the casino's stance, it looks like they are quite ok with losing honest players just like that.
However, the rules have been breached, and the casino is not considered fair and safe with respect to our Codex; it is considered above average. As you can see, the casino prefers to apply such rules strictly without enforcing them at the software level. I wish one day this proactive enforcement would be a business standard...
However, I don't anticipate a significant downgrade; still, the rule has been breached after all. 🙁
Let's see how it all ends.
i just got this mail from them regarding a two year old case, that Casino Guru denied to help with.
---------
Dear XXXXX
We hope this message finds you well.
We are reaching out to you regarding your previous case with BetPlays. We have recently reviewed your complaint and the surrounding circumstances.
BetPlays is under new management, and one of our priorities is to reassess past issues and take steps to make things right where possible. After carefully reviewing your case, we acknowledge that the reopening of your self-excluded account should not have occurred, and we understand the distress this may have caused.
In an effort to resolve this matter fairly, we would like to refund the amount of 80 USD that you deposited and lost on our platform during that time.
Please provide us with the following details so we can send the funds to your bank account:
Recipient Name:
Recipient Address:
IBAN:
Thank you for your time, and once again, we sincerely apologize for the inconvenience caused.
---------
Could this be the turning point?
Hopefully 🙂
Please express yourself correctly. We didn't deny helping you; we just didn't have enough evidence to do much.
And, really, good on you that you got your money back from them. I hope it will keep you away from playing, though, so you don't get to any trouble. 🙏
Romsilva
as I wrote to you earlier, there was no chance of receiving the funds, in your case you broke the rules, so casino.guru has to close the complaint as unjustified anyway, such weak and fraudulent casinos will never side with the player, for them, each such situation is a chance to profit, and certainly a company with such a reputation has few players,in some time it will probably disappear completely and be created under another casino name, so they don't care about the good reputation anymore, it's a short-lived project
this fraudulent entity has stolen hundreds of thousands or even millions from sports bettors, unfortunately there is no way to resolve disputes, the company has no license, the Comoros license means nothing, it is worth less than the piece of paper it was written on, so they can do whatever they want and no one will force.
Tiraxx.
Lamentablemente, empiezo a darme cuenta de que tienes razón en muchos puntos. Aunque seguí todos los pasos y presenté mi versión con transparencia, la decisión terminó beneficiando solo al casino, a pesar de que se reconoció que no hubo mala fe por mi parte.
Es frustrante ver que, incluso con un equipo como Casino Guru, que en teoría está del lado del jugador, la conclusión siempre parece inclinarse hacia los intereses de las casas de apuestas. Al final, si el casino no quiere cooperar, simplemente no hay consecuencias prácticas para ellos.
Es triste, pero esta experiencia ha servido de lección.
Casino.Guru or this type of mediators are able to help in complaints vs better class casinos that care about their reputation, in the case of companies that don't care they are unable to do anything because they don't have any tools, they can only lower the reputation, however if the casino doesn't care about it, the mediators are helpless.
in your case the max bet rule was broken, unfortunately casino.guru cannot do anything, it was already obvious from the beginning, it is a casino regulation which Casino.Guru cannot interfere with.
even if you did it by accident and didn't gain anything from it, unfortunately they casinos will always take advantage...
Mi caso es un ejemplo de ello: efectivamente hubo una infracción técnica de la norma, pero sin ningún beneficio real para mí y con explicaciones plausibles para cada situación. Sin embargo, tanto el casino como el mediador optaron por una interpretación rígida, ignorando por completo el contexto y la buena fe del jugador.
Respeto el trabajo de Casino Guru, pero es evidente que si el casino no coopera, poco o nada se puede hacer. Esta es una lección para mí y para otros jugadores sobre los riesgos de confiar en plataformas que no muestran flexibilidad ni respeto por el cliente.
Hola chicos. Tenían razón. Otra víctima de BETPLAYS. Pero no puedo evitar decir esto. Agradezco la conclusión de la queja, pero quisiera expresar mi profunda insatisfacción, no solo con el resultado en sí, sino con la forma selectiva en que Casino Guru parece actuar en casos similares.
Resulta curioso y preocupante ver que existen otras quejas casi idénticas a la mía, relacionadas con la misma violación del límite de apuesta de los bonos, en casinos de la misma reputación que BetPlays, y que se han resuelto favorablemente para el jugador. ¿Qué cambia? ¿El jugador? ¿El mediador? ¿El interés en proteger o no una marca en particular?
Esto plantea serias dudas sobre la consistencia y transparencia del proceso de mediación. Además, como reconoció el propio Casino Guru, hubo margen para un gesto de buena voluntad. BetPlays optó por ignorarlo y, al final, la plataforma lo aceptó pasivamente.
Decir que el incumplimiento está en los términos no lo justifica todo. Si así fuera, cualquier casino podría ocultar cláusulas en un rincón oscuro del sitio y usarlas para confiscar fondos selectivamente.
Insto a los jugadores a que saquen sus propias conclusiones, pero quiero dejar algo claro: la experiencia no fue positiva. La sensación es que Casino Guru sirve como escaparate de legitimidad para casinos que operan con prácticas claramente cuestionables.
Más que eso: la conversación con el casino está oculta a la vista del público, quitando transparencia a un proceso que debería ser todo lo contrario: claro, neutral y justo.
Hasta la vista.
Well you said it well, every case, even if it is similar or was, is not necessarily exactly the same. In some cases, and in this one too, I think you saw that Matej tried to negotiate a gesture of goodwill but failed. If you broke the max bet and it was maybe unknowingly with the fact that you didn't win anything out of it, then he was trying to help you. But we don't decide how it turns out. The casino stood behind the fact that you broke the rules and therefore didn't land on what we and you probably would have wanted.
I'm sorry.
Anyway, whatever it was, you have to be careful in the future, because this is not the only casino where it could happen. We don't have the clout to make a casino do something they don't want to do, but if we feel it wasn't intentional like in your case, we try to help.
Even though it may not always turn out the way the players want, like it did now, we always try. After all, some casinos will go along with the gesture and some won't. But if the rules have been broken, each one could appeal it, I think.
Hola a todos,
Me gustaría saber por qué rechazaron mi reseña de Betplays. No pueden ocultar el sitio en su plataforma. Deben denunciarlo.
I tried telling you in the beginning.
Nothing will happen.
Nothing happened.
I read your case and frankly put, a legitimate casino doesn't let people hit over the max bet button.
How do I know? Maybe the experience I've had on over 250+ casinos including those that completely limited me from the sportsbook and forced me to play on the casino to finish my wagering to withdraw my money.
During those times I played on the casino, if the limit was 5 euro for a spin, it would never let me spin over 5 euro and would in fact end in an " error ". That is how an honest casino works. Reading how they treated you and casinogurus response. Laughable. But hey what do I know other than.. 250 casinos..
Betplays? Casino guru? Man. Wasted energy. They dont care. Will ban your account too.
Let me repeat my sum again so you realize what kind of gangsters betplays are.
6193 euro.
This isnt a legitimate casino and that 7.0 is a complete joke. Legitimate casinos dont send their workers to askgamblers, trustpilot and casinoguru to write fake reviews about their site.
As long as its a 7.0 casino guru is a joke.
The fact that my warning have to go through admins is ridiculous.
You will probably never get the real truth here since they seem to read and delete whatever is criticism.
I wrote you a long paragraph that has to go through mods.. great site.. great site to warn people.
tried telling you from day 1. got banned.
real / legitimate casinos don't let you spin over the max limit. It ends in an error spin that says max bet has been breached.
This limit can be even a 5 euro limit.
Betplays is a rogue casino
now go read the 5 star reviews on trustpilot and positive reviews on askgamblers.
all betplays own workers writing them.
now read the 1 star reviews on trustpilot.
Those are the real reviews / victims.
Hola a todos,
Me gustaría saber por qué rechazaron mi reseña de Betplays. No pueden ocultar el sitio en su plataforma. Deben denunciarlo.
Unfortunately, we couldn't approve your user review as it was written about the same issue you filed your complaint about, and the complaint was rejected as "unjustified" because you violated the maximum bet limit.
We don't need to cover up anything, actually; if players violate the rules, we, of course, are on the casino side. 🤷♀️
real / legitimate casinos don't let you spin over the max limit. It ends in an error spin that says max bet has been breached.
This limit can be even a 5 euro limit.
Betplays is a rogue casino
We always encourage online casinos to implement this kind of warning into their system so breaching the maximum bet doesn't happen.
But also we always tell our users that it is very important to read the terms and not violate them, so the breach won't happen either.
Cursos educativos, profesionales y gratuitos para empleados de casinos online que tienen el objetivo de hacer un repaso de las buenas prácticas de la industria para mejorar la experiencia del jugador y ofrecer un enfoque justo de los juegos de azar.
Hemos puesto en marcha esta iniciativa con el objetivo de crear un sistema global de autoexclusión que permitirá que los jugadores vulnerables bloqueen su propio acceso a los sitios de juego online.
Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
En breve te redirigiremos al sitio web del casino. Debes esperar un poco. Si usas un bloqueador de anuncios, comprueba su configuración.
