Complaint #12 BetPlays Casino

Betplays Casino - Betplays reopen account belonging to a gambling addicted without permission

By Esben L.

3 years ago

Hello AskGamblers

On August 7, I suddenly receive an email from Betplays that, due to new procedures, they have reopened my account, which I chose to close back in November 2022 due to gambling addiction.

(see attached files: "account_closure" and "reopen_account_without_accept".

Unfortunately, I can't control my addiction, so on August 8 I log into the site again and lose 80 dollars. I contact them immediately after and tell them what has happened (see attached file: "live chat". The chat operator admits that there has been an error and tells me that my account is now closed. I of course ask for a refund of the money that I have lost, but it cannot be done.

I find it very problematic that a site can open a closed account belonging to a gambling addict, and then subsequently run away from responsibility.

I, therefore, believe that I am entitled to recover the lost funds.

Disputed Casino BetPlays Casino

Reason Account closure

Amount $80

Discussion

AskGamblers

• Support Team

1 year ago

Dear @flowplow,

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.

BetPlays Casino

• Representative

1 year ago

Dear All,

Following a thorough review of the case, we acknowledge that the reopening of the self-excluded account was a mistake, and we understand the concern and distress this may have caused.

We have since contacted the customer, requested their bank transfer details, and refunded the full amount of 80 USD accordingly.

Best Regards,
BetPlays Team

AskGamblers

• Support Team

1 year ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of BetPlays Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

2 years ago

Dear all,

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

BetPlays Casino Complaint Stats

Resolved 32 / 33

Avg. Amount $1,167

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

BetPlays Casino Complaints

See all complaints for this casino

Withdrawal Delayed for Couple of Weeks With No Updates

Dear AskGamblers Complaints Team,

I am submitting a formal complaint regarding BetPlays Casino, which has failed to process my €4,000 withdrawal despite the request being pending since 2 August. The delay has now lasted several weeks without any meaningful communication or progress.

Issue Summary

My withdrawal request for €4,000 has been stuck in “pending” status since 2.8.. During this entire period, BetPlays has not provided any explanation, timeline, or verification request that would justify the delay.

Communication Problems

I have contacted BetPlays support multiple times through live chat. Every single time, I receive the exact same generic response:

“Our payments department will contact you when there is an update.”

This message has been repeated for weeks, yet no one from the payments department has contacted me at any point.

Additionally, my assigned VIP Account Manager has been unable to assist with the matter. They have not provided any update, and they have stopped responding to my latest messages entirely.

Why I Am Filing This Complaint

The withdrawal has been pending for an unreasonably long time without any justification.

BetPlays has not requested any documents, clarification, or additional verification.

Support repeatedly gives scripted replies without escalating the issue.

The VIP manager is unresponsive, leaving me without any direct contact.

I have not received a single email or message from the payments department despite their claims.

This lack of transparency and communication raises serious concerns about BetPlays’ withdrawal practices.

My Request to AskGamblers

I respectfully ask AskGamblers to:

Contact BetPlays and request a clear explanation for the withdrawal delay.

Confirm whether there are any internal issues preventing payments.

Require BetPlays to provide a specific timeline for processing my €4,000 withdrawal.

Ensure that BetPlays communicates directly with me instead of repeating generic chat messages.

I am ready to provide screenshots of chat conversations, account history, and any additional information needed.

Kind regards,

< full name removed >

Resolved

€4,000

Delayed withdrawal since June 7th

Hi,

I am still waiting for my withdrawal of 579 USDT, which was requested on June 7th.

More than 20 days have passed, and I have not received either the payment or any update regarding its status.

Every time I contact support through the chat, I only receive automatic replies and no real assistance.

Could you please check my case and provide a solution?

Thank you.

75h left

$579

Refuse my withdrawal for 8 business days

Hello!

Betplays say themselves it’s up to 5 business days. They also confirm it’s been 8 business days, and the money just stay there. They don’t help and now they ignore me in the chat, they left it open so I can’t start a new one.

They also wrote the same response every single time.

I took out the money to withdrawal 18th of may, now it’s 27th of may and they confirm themselves it’s been 8 business days (screenshot). I think this is very unfair and I would truly appreciate your help in this! I really would. They just ignore and say «they escalated it to the relevant team» but they never do.

And now they even don’t let me use the chat, they just left it open. I would truly appreciate your help! I really would.

Resolved

kr6,920

Withdrawal's been pending since April 14th

I recently joined BetPlays a couple of weeks ago.

I deposited a bunch of times on April 13-14, for a total of $5500.

I finally won my money back and have had a withdrawal pending for $5000 since April 14.

Every day I ask the live chat, and it’s always the same answer: “Our team is experiencing a high volume of customers, please be patient”.

I emailed the VIP manager, and they are of no help.

I don’t know what to do to get my money back. I didn’t even win big; it’s just my initial deposit.

Resolved

$5,000

24 days withdrawal

3300$ withdrawal for 24 days. Every day is the same answer on the chat Hi! Sadly our meeting got postponed, but I'm insisting on it taking place as soon as possible. I will get a hold of them and follow up on your case. I am so sorry for this delay and will be very insistent on handling your case with priority. I know it's taking too long and I really appreciate your understanding and patience.

Resolved

$3,300

Withdrawal request from Betplays unresponsive

I am submitting this complaint regarding a delayed withdrawal request with BetPlays. I requested a withdrawal of $1240 on March 7, 2026, and it has still not been processed without any clear explanation.
No bonus funds were used, there have been no account violations, and all verification requirements have been completed. Despite contacting support several times through live chat and email, I have only received generic responses and no resolution.
I request AskGamblers’ assistance in resolving this matter and ensuring my withdrawal is processed

Resolved

$1,240

Withdrawal not processed

Dear Sir or Madam,

I registered with this casino at the end of 2024 and was aware that there are many negative reports on Trustpilot, with a score of around 1.4 from nearly 100 reviews. However, since there had been no unresolved complaints here up to that point and the user score was okay, I deposited minimal amounts 2–3 times — particularly because 300% bonus offers (with a win limit) are sent by email almost weekly.

On March 1st, I requested a minimal withdrawal of 89 euros to my bank account and completed the KYC process. The next day I was asked to verify my mobile number, which I did, and on the evening of March 2nd the casino confirmed that everything had now been completed and that the withdrawal would be processed in accordance with the terms and conditions.

According to the casino’s terms and conditions, they allow themselves a maximum of 5 business days for this. Yesterday I asked about it, and they said they would forward it, and of course since then nothing has happened again. I also find it very concerning when you have to follow up yourself, especially when it is a small amount and the casino has already granted itself a generous 5 business days.

I would be glad if the matter could now be concluded at the operator level and thank you in advance.

< first name removed >

Resolved

€89

I requested a withdrawal of €2,000 via cryptocurrency on Monday, 02.02.2026

I am submitting this complaint regarding an overdue cryptocurrency withdrawal from Betplays.com.

I requested a withdrawal of €2,000 via cryptocurrency on Monday, 02.02.2026 at 12:00 (Withdrawal ID #255099080).

Betplays support informed me that withdrawals require up to 5 business days. This timeframe has now passed, and the withdrawal remains unpaid.

Despite multiple follow-ups via live chat and official email:
• I have not received a TXID
• I have not received a confirmed processing date
• I have not been asked to provide wallet verification
• Support repeatedly states that the withdrawal is “handled by another department” and that they cannot provide any timeframe

The only responses I receive mention “workload in the relevant department” without any concrete update or resolution.

During this time, I continue to receive automated bonus and deposit promotion emails, while my withdrawal remains pending.

I have not been informed of any rule violations, bonus issues, wagering requirements, or missing documents. I have also not been told that any action is required from my side.

Additionally, while researching this issue, I noticed multiple similar complaints from other players describing identical responses and delays, suggesting this may be a repeating pattern rather than an isolated case.

I am requesting AskGamblers’ assistance to help obtain:
• Completion of the withdrawal, or
• A clear and specific written explanation for the delay

All correspondence and screenshots can be provided if required.

Thank you.

Resolved

Payment not processed since 9 days

Dear AskGamblers Team,

Unfortunately, once again I need your assistance with processing my withdrawal, this time from BetPlays Casino.

Around two weeks ago, I made my first deposit at BetPlays and received a sports bonus. I used the sports bonus only for sports betting, while my deposited funds were used in the casino. Before doing so, I contacted BetPlays live chat support to confirm whether this was allowed, and they confirmed that it was.

Using my deposited funds, I won several hundred dollars playing casino games. After that, I also completed the wagering requirements for the sports bonus. After that i played a little and in total, my balance reached $1,568.

I successfully passed the KYC verification and requested a withdrawal of the full amount on 26.01.2026. Two days after submitting the withdrawal request, I contacted live chat support and was informed that everything was fine and that I should wait up to 5 working days for the withdrawal to be processed.

After this period had passed and I still had not received my payment, I contacted support again. This time, I was told that my withdrawal had been escalated to the relevant department to speed up the process. I waited another day and contacted support once more, as the delay was becoming unreasonable, but I was informed that there were still no updates.

I informed BetPlays that I would wait one final day, and if the withdrawal was still not processed, I would be forced to submit a complaint to AskGamblers.

In summary:

Withdrawal requested on 26.01.2026

Withdrawal amount: $1,568

The withdrawal has still not been received

I kindly ask BetPlays Casino to clearly specify when exactly the payout will be processed and sent.

If the AskGamblers team requires any additional information, such as live chat transcripts, betting history, withdrawal requests, or any other supporting documents, I will gladly provide them.

Resolved

Withdrawal Delayed for 10 Days With No Updates

Hello AskGamblers team,

I would like to file a complaint regarding BetPlays Casino and the ongoing delay of my 2,000€ withdrawal, which has now been pending for ten days without any proper communication.

I have contacted the casino multiple times during this period, but I have only received generic answers through live chat. Every time, I am told that my case has been “forwarded to the relevant department,” yet I have not received a single direct update, timeframe, or explanation for the delay. No one from the withdrawals or financial team has reached out to me at all.

This lack of transparency and communication is extremely frustrating. The funds belong to me, and a ten-day delay without any meaningful response is unacceptable.

I kindly ask AskGamblers to assist in getting:

A clear update on the status of my withdrawal.

A confirmed timeframe for when the payment will be processed.

An explanation for the delay and lack of communication.

I am ready to provide any necessary screenshots, chat logs, or account details to support my claim.

Thank you for your help.

Resolved

€2,000