Complaint #3 Betandplay Casino

Missing deposits Betandplay Casino

By Marconen92

3 years ago

Hi,

I'm in contact with the Casino since 31.03 about missing deposits. It's 300€ on 31.03 and 50€ on 01.04. The Support is not helping. The only thing they say is that I have to wait until the Financial Department is solving this issue. It's now 12 Days and still no solution. They have all evidence from my Bank Account, that the payments are gone from my Bank Account. I will attach you guys Screenshots of the Payments from my Banking App.

I have no patience anymore. I don't see any solution from the Casino. The deposits are gone from my Bank Account and nothing got credited to the Casino. Please help me. Thx

Disputed Casino Betandplay Casino

Reason Amount not credited

Amount €350

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Marconen92,

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.

Betandplay Casino

• Representative

3 years ago

Dear MARCONEN92

I wanted to reach out to express my gratitude for bringing the issue to our attention, and to let you know that we have successfully resolved the complaint. I'm pleased to inform you that your concerns have been fully addressed, and we have taken steps to ensure that similar issues will not arise in the future.

I appreciate your patience and cooperation throughout the process, and I am glad that we were able to find a mutually satisfactory resolution. Please do not hesitate to contact us again if you have any further concerns or questions. We value your feedback and are committed to providing excellent service to all of our customers.

Thank you again for bringing this matter to our attention, and I look forward to continuing our relationship on a positive note.
Best regards,
BetandPlay

Marconen92

3 years ago

Hi, they credited the deposit. Everything is ok. Thx

AskGamblers

• Support Team

3 years ago

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.

Betandplay Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $1,620

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 14 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

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

Issues with withdrawal process since March 12

Hi

I’ve been trying to withdraw my funds since March 12, but I keep running into issues that don’t make sense. I need this resolved as soon as possible.

1. Visa Withdrawal Misleading Information
Your website clearly states that Visa is an available withdrawal method, yet I was told after depositing that I couldn’t use it. Nowhere on your site does it say that Visa withdrawals aren’t available for Canadian players. If that’s the case, it should be clearly stated. I wouldn’t have deposited via Visa if I had known I couldn’t withdraw the same way.

2. Bank Transfer Issues & IBAN Confusion
Since Visa wasn’t an option, I was told to withdraw via bank transfer, which required a bank statement. I uploaded one, only to be told it was rejected because it didn’t include an IBAN and BIC. I’ve explained multiple times that Canadian banks don’t use IBANs—only SWIFT codes—and that BICs don’t appear on Canadian bank statements. Yet, support keeps asking for the same thing over and over.

3. Inconsistent Approval Process
At one point, I got fed up and just re-uploaded the exact same bank statement—and suddenly, it was approved. That alone makes no sense.

4. Withdrawal Attempts Keep Failing
Even though my bank statement was finally approved, every withdrawal attempt has failed. I’ve followed all instructions exactly and double-checked my details multiple times. The support team keeps saying my bank info is wrong, but I know for a fact it isn’t. Also, the withdrawal form doesn’t even have a field for a BIC, which contradicts your own requirements. I’ve tried at least eight times now, and nothing works.

5. Lack of Support & Alternative Options
I’ve asked for another withdrawal method, but I’m getting no response at all. I just want a straight answer and a solution.

What I Need from You:
- If possible manually process my withdrawal using the details I’ve already provided.
-If that’s not possible, offer me another withdrawal method that actually works.
Give me a clear explanation of why my withdrawal isn’t going through.

I have screenshots of my conversations to back this up. Please get back to me ASAP with a proper resolution.

Thanks,

Resolved

$800