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Betplays Casino - Casino confiscated my winnings

RESOLVED

Complaint Info

Disputed casino

Betplays Casino
Posted on March 27, 2024

At the beginning of March I won about 5000 dollars at betplays casino, I put 1000 to withdraw and waited. The casino subsequently asked me to upload my documents, which I did and my account was verified. However, my withdrawal was delayed, and the support service, every time said that you need to wait. This went on for about two weeks until the casino blocked my account and confiscated my winnings. I ask askgamblers to sort out my complaint, as I have not broken any rules, and the casino without a clear explanation of the reasons does not want to pay my legitimate winnings. I attach correspondence with the support team.

AskGamblers
Posted on March 29, 2024

Dear Betplays 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.

AskGamblers
Posted on June 4, 2024

Dear all,

This complaint has been reopened as per Betplays 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.

Posted on June 7, 2024

Dear Askgamblers,

Sorry for the late response. Following a comprehensive review of the customer's account and betting activity, we have identified violations of our General Terms and Conditions. Specifically, the customer has contravened Rule 3 and Rule 9 as outlined in our terms, which can be accessed at:
https:­//b­etp­lay­s.c­om/­Rul­es/­en/­17252

Moreover, our investigation revealed that the customer is associated with other accounts on our platform. They are connected via IP and Device, have the same deposit pattern, bonuses, and casino gameplay.

In accordance with the rules breached from our General Terms and Conditions, we have suspended the customer's account.

Best Regards,
Betplays Team

AskGamblers
Posted on June 7, 2024

Dear Betplays Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. 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.

Posted on June 11, 2024

Dear Askgamblers,


We have sent you an email.


Best Regards,
BetPlays Team

AskGamblers
Posted on June 13, 2024

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betplays Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.