Betplay.io Casino - La cuenta del jugador ha sido cerrada debido a una supuesta multicuenta.

Hi

I have registered Betplay Casino on November 30

I used VPN to play in this casino.

I made deposit in crypto (1270 XRP) and played game - Magic of the Ring

I hit bonus game 10 Free Spins and won approximately 17 000 USD

I made a withdraw request and after some time I got message 

"Your account has been blocked, please contact support"

I contacted live chat agent and I got message

"I regret to inform you that your account has been permanently blocked due to multi-accounting which is a breach of our Terms and Conditions.

This finding has been thoroughly reviewed and confirmed by our technical team, and the decision has been finalized by our management. Please note that this decision is not subject to further appeal.

We appreciate your understanding."

I have only one profile on Betplay Casino , and I registered it on November 30 this year.

Need help

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• How long have you been a player at this casino, please? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

Hello,

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  

From my hoursehold zero chance, but to play I use VPN. so can exist players with same ip

Could you please advise if you have passed the KYC verification? 

No , casino has blocked my account and not requested KYC verification.

How long have you been a player at this casino, please? 

I played only ONE day (30 November). On 1 December my profile has been blocked.

Dear abuin,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina

Email has been sent.

I have only communications using live chat support.

Dear abuin,

thank you for your reply.

Unfortunately I was unable to locate your email. Could you please resend it to katarina.d@casino.guru? Alternatively, you can post it here in the thread.

Looking forward to your reply,

Katarina

Hi

Katarina , please check again.

I sent again.

Hello abuin,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear abuin,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Katarina

Hello abuin,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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 abuin, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.