Betandplay Casino - Account still open and able to deposit

Dear Betandplay Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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.

Dear Team.

This case has been handled already internally and player was informed.

Here the summary again:

On January 3rd, the player requested account closure without mentioning addiction. This occurred during a period of backlog.
On January 4th, the player requested to keep the account open but shortly after requested closure again, still without mentioning addiction.

On January 5th, the player contacted us again to request closure and mentioned for the first time that they were receiving help for addiction.
On January 7th, the player requested a refund, stating they were still able to make deposits totaling €120.
The same day, the player reported receiving a bonus offer from the VIP team and described this as unethical.

After that we got to the ticket thread and closed the account and also informed the player.

Thanks for understanding.

Dear @aqqn15,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hello,

I confirm my account has finally been closed.

Will I get the refund of the deposits after the account closure request considering how late my account has been closed?

Dear An,

We will not refund any deposits because the closure happened within a week after request.

Thanks for understanding

Dear Betandplay Casino,

The AskGamblers Complaint Team is kindly asking you to provide an explanation when exactly the player's account was deactivated after the request on 5th of January. We strongly believe that if there were any deposit after January 5th, all should be refunded. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.