Betplay.io Casino - La cuenta del jugador ha sido cerrada debido a múltiples cuentas.

I registered with them, made one bet and decided to withdraw some of the money, after which I was blocked, I wrote to support and they told me that I was blocked for having multiple accounts, although I was playing with them for the first time, they didn’t provide any evidence, they just went and ignored me

Я зарегистрировался у них, сделал одну ставку и решил вывести часть денег, после чего меня заблокировали, написать в поддержку там мне сказали что меня заблокировали за мультиаккаунт, хотя я у них играю первый раз, доказательств никаких не предоставили, просто ушли игнорировать меня 

Hello Barb_Seabolt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betplay.io Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Does anybody else from your household own an account in the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello! There is no verification in this casino, which is what interested me, I live with my wife and she does not play in the casino, so this is the only account. I last spoke with support today, when I noticed that my account was blocked, they wrote to me what I described above

Здравствуйте! в данном казино нет верификации что меня и заинтересовало, я живу с супругой и она не играет в казино, по этому это единственный счёт. Общался я с поддержкой последний раз сегодня, когда заметил что мой аккаунт заблокировали, они мне писали то что я описал выше

Thank you Barb_Seabolt for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Barb_Seabolt,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betplay.io Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Barb_Seabolt,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint at any time by contacting me via email.

Best regards,

Branislav, Casino.Guru