Complaint #7 Betandplay Casino

350 CAD cash out refused

By Grasya27

2 years ago

Good Day Sir/Madam,

My name is <full name removed> from Canada. I'm here to ask for your help regarding my cash withdrawal issue with BetandPlay Casino.

I started playing online casinos just a couple of months ago and don't know some important precautions before signing up with any online casino and never had any issues until this one came. Betandplay Casino canceled my cash-out request for the third time despite after I complied and sent them all the documents they asked to verify me.

All the casino I signed up for in the last couple of months has no verification method and I thought all casinos were the same.

Thanks to the AskGamblers website for all the important things I need to do, like doing the verification first before starting in any online casino.

Thank you so much for your help and kind consideration...

Sincerely: <full name removed>

Disputed Casino Betandplay Casino

Reason Declined payment

Amount $350

Discussion

AskGamblers

• Support Team

2 years ago

Dear @Grasya27,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Betandplay Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

AskGamblers

• Support Team

2 years ago

Dear @Grasya27,

Thanks for your cooperation.

Betandplay Casino

• Representative

2 years ago

Dear All,

the withdrawal was declined due to a missing document, which is needed for verification.

The documents provided weren't sufficient, and screenshots from an email cannot be accepted or verified.
We've sent several emails with detailed info which document is needed.

If the correct document is provided, and it is verified, future withdrawals can be done without issues.

Best regards,
BetandPlay Team

AskGamblers

• Support Team

2 years ago

Dear all,

This complaint has been reopened as per Betandplay Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Betandplay Casino Complaint Stats

Resolved 17 / 18

Avg. Amount $1,613

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Betandplay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 14 out of 15 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Betandplay Casino Complaints

See all complaints for this casino

Delayed withdrawal and payment

Hi Askgamblers,

I would like to request for your help with resolve my delayed payment issue with Betandplay casino, I am a vip player with a verified account at the casino for more then 3 years and have not had any issues with withdrawals until now. I made a withdrawal request for AUD$2139.56 on the 14/10/26 and it is now 18/10/26 while my withdrawal is still stuck at pending stage. The casino terms and conditions say they aim to have withdrawals processed within 72 hours, this time has elapsed and my withdrawal is still stuck on pending. I have not received any email from the casino confirming my withdrawal request. There are many factors that are highly irregular and the lack of communication from the casino causes great concern for me. My vip manager is no longer contactable for over a month, the casino official telegram group is inactive for over a month and customer support can only provide me with scripted responses that range from high volume of withdrawal request, to manual processing which provide me with no indication of the progress of my withdrawal request.
My last conversation with a support agent involved a request for verification of a transaction dating back to 6/8/26 and a selfie with my ID, highly strange since this was not required the last time made a successful withdrawal about 2 months ago. I submitted the requested docs and they have been approved.
My efforts to get information and have my withdrawal processed in a timely manner have been unsucessful and I would very much appreciate your assistance on this issue.

Thankyou

Unresolved

$2,140

Payment not received

I have been a long-time VIP player at this casino, but unfortunately, my withdrawal is not being processed.

I have a pending withdrawal of €1,500 for 7 days.

I won this amount using real money; I did not use any bonus.

The casino staff only sends standard responses and is unhelpful.

The VIP managers are no longer active, and the casino's official email address is unreachable.

I am therefore asking for your help.

Resolved

€1,500

Week long delay

Made a withdrawl 25/09/2026 it is now 01/10/26.

Bet and play usually pay within hours and this is what they advertise.

I have talked to customer service and I have been given no answers at all just to be patient. Tomorrow it is a week. The withdrawl is still pendind bet and play have not even processed it.

I just want my money I won

Resolved

$1,200

Delayed withdrawal status pending for over 5 days

A withdraw request was made on my account on September 25th. This request is still in a pending status. As a vip player I tried to reach out to my rep Naomi regarding this issue without and luck in reaching her or receiving a response. I have spoken to the live chat agent’s multiple times only to receive the same response each time that they are processing request manually and I must wait. I have emailed support twice with no response. I have played on this site for 2 years and never have I ever experienced a delay in processing.
I noticed in Betandplay’s own Terms and Conditions under the "Complaints" section, they explicitly encourage players to use the AskGamblers Casino Complaints Service and state that there is a 96-hour timer for each party to respond to solve issues quickly.

Resolved

$800

Delayed withdrawal 42000 NOK

Hello AskGamblers,
I would like to submit a complaint regarding delayed withdrawals from Betandplay Casino.
On September 26, 2026, I requested three withdrawals:
20,000 NOK at 18:48
13,000 NOK at 18:49
9,000 NOK at 21:31
The total amount pending is 42,000 NOK. All three withdrawals are still showing as Pending.
I have contacted Betandplay Live Support several times. I was informed that there is a technical/internal processing issue and that the withdrawals are being processed manually. However, they have not been able to provide me with a clear timeframe for when my withdrawals will be completed.
I have also contacted Betandplay by email but have not received a clear resolution or payment timeframe.
My account has already been verified and I have successfully made withdrawals from Betandplay previously.
I kindly ask AskGamblers to assist me in obtaining confirmation of the status of my withdrawals and to help ensure that my total pending amount of 42,000 NOK is processed and paid as soon as possible.
I can provide screenshots of the pending withdrawals, Live Chat conversations and emails as supporting evidence.
Thank you for your assistance.

Resolved

kr42,000

Delayed Withdrawal Indefinite Processing Time

Dear AskGamblers Team,

I am a VIP player at Betandplay Casino. On September 23, 2026, I requested a withdrawal of $2,200 via Neteller.

While their live chat has been responsive, they informed me that all withdrawals are currently stuck in a manual processing queue due to internal issues. Furthermore, their support explicitly told me that the administration has ordered them to "temporarily stop escalating withdrawals for expedition" and that they "cannot provide a set timeframe" for when I will receive my money.

Waiting indefinitely with no clear timeline is unacceptable, especially for a verified VIP player. I noticed in Betandplay’s own Terms and Conditions under the "Complaints" section, they explicitly encourage players to use the AskGamblers Casino Complaints Service and state that there is a 96-hour timer for each party to respond to solve issues quickly.

Therefore, I am utilizing this channel exactly as advised by their own terms. I kindly request your assistance to ensure Betandplay honors their timeframe and processes my pending funds immediately.

Thank you

Resolved

$2,200

Unresolved withdrawal and possible false payment confirmation

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.

Rejected

$4,000

I am submitting an urgent complaint regarding missing funds

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.

Resolved

$500

Betandplay - Deposit not credited since October 13

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 >

Resolved

€740

Keep Cancelling Withdrawal

Hi. After many many deposits at this casino - I finally had a win but they keep cancelling my withdrawal. I paid via ApplePay and submitted the exact payment from my bank statement. They keep saying that it doesn’t show the exact casino name? It’s not my fault what name (they) the merchant use on transactions? Specifically DAMA N.V? I told them they can also see that a couple of days before I made another ApplePay payment to another casino which also happened to be a DAMA N.V casino and the same merchant name appeared of SELLPRGO. ApplePay also never deduct the exact amount that gets deposited into the merchants account even though they receive the exact amount. It sometimes is processed in EUR for some reason. I even sent them info regarding ApplePay but I keep getting ignored. I also emailed the VIP manager but no response. This is a nightmare.

Resolved

$4,000