350 CAD cash out refused

I am submitting this complaint urgently because my withdrawal of 4000 USD from 24 October 2025 has still not reached my bank account, while the casino continues to say that the transaction was completed. My bank has confirmed many times that there is no incoming transfer, and the payment document from the casino cannot be traced in their system.

I have already sent my full bank statements, but the casino keeps sending me back to the bank instead of giving a real trace of the transfer. Now the casino is asking me to pay an extra fee for a tracing process without any proof that the funds were sent correctly. This makes me very concerned about the accuracy of the information they gave me.

There is a clear conflict between the casino's messages and the bank's confirmed investigation. I am worried that the payment document the casino provided may not be a real transfer, and I need AskGamblers' help to confirm this.

I request that the casino provide a valid trace number that my bank can verify. Until that is done, my funds are missing, and there is no explanation. I have cooperated fully, and the delay is not acceptable.

I am asking for urgent review because this situation is highly suspicious, and I cannot get a proper answer from the casino.

Date of Incident: 25/10/2025

Casino Account: [Your Account ID / Username]

Complaint:

Dear AskGamblers Support,

I am submitting an urgent complaint against Bet and Play regarding missing funds and repeated withdrawal issues. Despite multiple attempts to resolve this directly with the casino, the matter remains unresolved, and I now require your intervention.

On 25/10/2025, I won $5,000 on the Bet and Play platform and submitted a withdrawal request. Initially, the withdrawal appeared as pending, but I was later asked to provide verification documents. I promptly submitted the required documentation, yet my withdrawal was rejected, and the full $5,000 was returned to my game balance.

After resubmitting the required documents, I requested a withdrawal of $4,000, leaving $1,000 in my account. I did not play any of the remaining $1,000. However, my account now shows only $500, with no record of any pending withdrawal, transaction, or deduction for the missing $500.

I have been attempting to withdraw funds since Saturday, immediately after clearing all wagering requirements, yet no resolution has been provided.

Additionally, the bonus that was active on my account at the time only allowed winnings up to 10x the bonus amount. Despite adhering to this limit, the casino failed to raise this bonus-related issue during my multiple withdrawal attempts and chats with support on 25/10/2025. I was only informed of this on 27/10/2025, creating further confusion and frustration.

Key points of concern:

• Wagering requirements were fully met.

• At no point did my bets exceed allowed limits.

• The casino failed to communicate the bonus limitation during initial withdrawal attempts.

• I have been attempting withdrawals since Saturday with no resolution.

• $500 remains unaccounted for with no explanation.

• Repeated delays and inconsistent support responses have caused significant frustration.

Given the ongoing mismanagement of my account and the missing funds, I request AskGamblers’ immediate assistance to:

1. Investigate the missing $500.

2. Ensure the $4,000 withdrawal is processed without further delay.

3. Clarify any bonus-related restrictions that should have been communicated earlier.

Attached are all relevant screenshots, documents, and correspondence with the casino. This situation has severely undermined my confidence in Bet and Play, and I urge AskGamblers to take swift action.

Thank you for your urgent attention to this matter.

Hello AskGamblers Team,

I am contacting you regarding a missing deposit at BetAndPlay Casino.

• I made a deposit on October 13, 2025, but the money has never been credited to my account.

• I contacted the casino via live chat and email. The support replied that the case was forwarded and asked me to “please be patient.” Later, the live chat was closed without any solution.

• I have attached screenshots of the payment confirmation, live chat, and email correspondence as proof.

It has now been over a week, and my deposit remains missing. I kindly request your assistance in recovering my deposit or getting a refund from BetAndPlay Casino.

Casino: BetAndPlay Casino

Date of deposit: 13.10.2025

Deposit method: , Visa / Bank Amount 740 Username / Email: < sent to the casino >

Hi!

I've tried several times to withdraw my winnings from Betandplay casino. Initially, they rejected my withdrawals because I hadn't sent in the documents they requested for verification. I contacted support and submitted the required documents. They then said that once I had submitted these documents, I would be able to withdraw my money. Turns out that wasn't the case. Betandplay claimed they had technical issues with the card provider, so I couldn't withdraw my money. I had deposited using my bank card (VISA).

I contacted customer service again and asked what to do. They explained I should make a withdrawal via bank transfer, and that it should work. I did so, but they rejected my withdrawals again, this time asking me to wager an additional €17. I did that and tried to withdraw again. They denied my new withdrawal, stating they needed a bank statement. I sent that to them, and once more, they denied my withdrawal.

I'm getting really tired of this unprofessional behavior. I've never experienced anything like this before. In total, I've tried to withdraw my money 8 times. The last 5 attempts were for €680 each time. I have not taken part in any bonus with my deposit and have fulfilled the wagering requirement.

To add I have done everything they have asked but they still declining my withdrawals. I have asked my friends who work in the bank and double double-check my documents to be sure they are right and they told me everything looks good.

I have read other complaints to this company and it seems similar..

I have not

Please help me!