Complaint #29 Betandplay Casino

Unresolved withdrawal and possible false payment confirmation

By Panjasansee

7 months ago

Message on forum

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.

Disputed Casino Betandplay Casino

Reason Delayed payment

Amount $4000

Discussion

AskGamblers

• Support Team

6 months ago

Dear @Panjasansee,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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

6 months ago

Dear Panja, thanks for your pompt reply. We have re-checked your account activity, including all withdrawal attempts, cancellations, and gameplay history. Based on the data recorded directly in our system, every withdrawal you initiated was cancelled from your side before approval, after which the funds were returned to your playable balance and subsequently used in gameplay on slot games such as Sizzling Hot and Three Hotfire. The blow screenshot shows the transaction activity and the cancellations from your end (Recalled).

I'm afraid at this stage there is no additional information that we can provide or assist with and we will continue going in circles, therefore we consider this matter closed from our end until AskGamblers can intervene.

Panjasansee

6 months ago

Hello, thank you for your reply.
I need to clarify that none of these payouts were cancelled by me.
Every withdrawal was initiated normally, and the cancellations were done automatically on your system, not by my action.

If the funds were “lost”, as you claim, this is extremely concerning because:
1. The balance was clearly deducted during each withdrawal attempt.
2. No money was received back into my account after the cancellation.
3. I did not cancel any withdrawal myself.

This means the issue happened within your payment system, not on the receiving bank side, and not on my side.

I kindly request AskGamblers to keep this case open and request the casino to provide:
• A full internal payout log,
• Proof of cancellation,
• And the exact location of the missing funds.

Until the 1,000 USD withdrawal is successfully received or properly traced, this case should remain open.

Thank you.

Betandplay Casino

• Representative

6 months ago

Hello, thank you for getting back to us. I've just had a look at your account to ensure your payouts will be successful but it seems like they were cancelled and funds have been lost I'm afraid. At this stage there is nothing more we could do from our end regarding this matter.

Betandplay Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $1,505

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Betandplay Casino Complaints

See all complaints for this casino

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

Batandplay Casino - Declined withdrawal many times

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!

Resolved

€680

Account still open and able to deposit

I've requested my account closure by email on 03/01 as that's the only way to close the account yet no response and I was able to deposit 150 EUR. I have a gambling addiction and I requested to close the account so I won't be tempted to play anymore, all my other accounts are closed yet Betandplay won't close my account.

I should also be refunded

Resolved

€150

Keep declining my withdrawals

I have tried to withdraw money 5 times now with no luck. First 3 times were for $6000 via bank transfer and the next 2 were for $4000 via debit card. My account is fully verified and my first 3 payments were rejected because they said I have to use the same as my deposit method so I tried debit card and then got a email saying I can’t use that and have to use bank transfer which I already tried and they said it won’t work

Resolved

$4,000

Cashouts Cancelled

I have tried 11 times to withdraw from this casino. I am fully verified and these winnings were not from a bonus. Each time, the withdrawal is cancelled. I have gone to my VIP Manager and their "support" networks and the excuses range from their system being down to me not putting in the right details. This is despite me having made withdrawals before - even the pre-saved method is cancelled. It just seems like excuse after excuse to not pay out.

Resolved

$3,000

Delayed payments

Hello,

I have been waiting for my withdrawal of 555 EUR since November 2nd. My documents have been accepted, and I am fully verified. Despite this, the funds have still not been transferred. Each time I inquire, I receive a different answer, which is very frustrating.

I need a clear explanation of why this delay is occurring. This is a small amount, and it should not take this long. Please look into this matter urgently and let me know when I can expect the funds. I appreciate your assistance in resolving this issue promptly.

Thank you for your attention to this matter.

Resolved

€555

Verification and withdrawal issue

I have been submitting my withdrawal for the past 2 weeks just to have it reversed. I have had multiple conversations with the chat staff and they keep telling me to upload documents that ive already uploaded multiple times then saying it will be processed that day and then I check and its been reversed again by payments team. I have asked to speak to the payments team and or a supervisor and that request is ignored. Ive sent them every thing they have asked for and still getting no where.

Resolved

$500