Betandplay Casino - Se ignora la solicitud de eliminación de la cuenta del jugador.

Hello,

I registered with betandplay a few months ago. The problem is that I've requested account deletion several times by email and via live chat. I still have the emails, but unfortunately not the live chat conversations, so I can't say exactly when I first requested account deletion. In live chat, I was always referred to the VIP manager, who never contacted me about this. Because I developed an addiction, I lost track of my deposits, which is why I asked for account deletion. I requested account deletion on August 5, 2025, but the employees didn't comply with this request. I've deposited €14,420 since August 6, 2025. Do you think I can request a refund?

My second question is, how can I access my chat history? I'd like to know when I first requested account deletion. How does that actually work? Can I really get my money back?

Hallo,

ich habe mir vor einigen Monaten bei betandplay angemeldet. Das Problem ist hier das ich schon mehrmals per Mail und im Live Chat eine kontolöschung angefordert habe. Die mails habe ich noch die Konversationen des Live chats leider nicht daher kann ich nicht genau sagen wann meine erste Bitte um Konto Löschung war. Im Live Chat wurde ich immer auf den VIP Manager verwiesen der sich in dieser Hinsicht nie bei mir meldete. Da ich eine Sucht entwickelt habe hatte ich den Überblick über meine Einzahlungen verloren, deswegen bat ich auch um die Konto Löschung. Ich habe am 05.08.2025 um eine Konto Löschung gebeten dieser Bitte kamen die mitarbeite nicht nach. Ich habe seit dem 06.08.2025 14.420€ eingezahlt. Meint ihr ich kann das Geld zurück fordern ?

zweite Frage ist komme ich irgendwie an meine Chat Verläufe ich würde gerne wissen wann ich das erste Mal um eine Konto Löschung bat? Wie läuft das eigentlich ab kann man das Geld wirklich zurück fordern ?

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Have you mentioned gambling addiction in any of your account closure requests? Would you be so kind as to forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear 7vmv45v6ys,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I sent you all the documents by email today. Didn't you receive them?

Hallo ich habe dir heute alle Unterlagen per Mail geschickt. Hast du es nicht erhalten ?

Thank you for your email. I have reviewed the screenshots you sent me. Please note that we are able to assist only those players with the account closure requests who suffer from gambling addiction and admit it to the casino.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Betandplay Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Betandplay Casino at support@betandplay.com, add my email address veronika.f@casino.guru to the CC, and keep me informed about any further developments. Thank you in advance. 

So, did I understand correctly that I cannot claim any money back from the casino?

Also habe ich das richtig verstanden das ich kein Geld von dem Casino zurück fordern kann?

Unfortunately, we won't be able to assist you with obtaining a refund from the casino. Our involvement is limited to cases where a player explicitly states that they are suffering from a gambling addiction and the casino still allows them to continue depositing, playing, and losing money.

Since there is no direct mention of gambling addiction in your communication with the casino or in your account closure requests, we cannot request that the casino refund your losses.

Dear 7vmv45v6ys,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 7vmv45v6ys,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika