Withdrawal request from Betplays unresponsive

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.

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.

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.

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.

I signed up with BetPlays in February 2025 and deposited CAD35 to get a 100% welcome bonus, the first of three they offer. I did well, rolled over the bonus, got my documents validated, requested a withdrawal, and was paid CAD402. In receiving this payment, BetPlays established trust with me. The withdrawal took 8 days, but I did get paid.

A few weeks later, I deposited CAD50 to take advantage of their second welcome bonus, but I lost this. Soon after, I deposited CAD100 to get their third and final welcome bonus. I did very well and got my balance up over 1,000CAD. I requested a withdrawal of CAD600 and continued to play, both in the sportsbook and casino, while waiting for the funds to arrive.

I started to realize that something was wrong after the 8-day mark had passed. I was still doing well in both sports betting and casino play, with my balance now over CAD1,000 again, while waiting for this CAD600 payment. I requested an update repeatedly from the customer support chat feature, but each time I was told it was escalated and with the Finance department. So I continued to be patient. And that's when I started reading some of the reviews.

I always take online sportsbook/casino reviews with a grain of salt -- almost all websites have some negative reviews from people claiming not to have been paid. But something was different about BetPlays. There was a clear pattern. Numerous people were reporting that they had won -- amounts of money from the hundreds to the thousands -- then subjected to very long withdrawal times, only to be told they had violated rules 3, 9, and sometimes 16, of BetPlays terms and conditions, their account closed and their funds seized. Here on AskGamblers, there are almost two dozen complaints exactly of this nature. TrustPilot is absolutely littered with them. And I began to worry a great deal.

And then this past Monday, it happened. Just like all the others. I woke up to an email from BetPlays, lobbing the exact same set of accusations at me. Saying I contravened rules 3, 9, and 16 of their terms and conditions, offering no evidence to support the accusation. They seized my balance of CAD1,043.01 and presumably cancelled the withdrawal of the additional CAD600 I was awaiting, for a total of CAD1,643.01 in seized funds that are rightfully mine. All I did was place sports bets and play slots in the casino. I had had a great run of bets, particularly on world football, and they have taken it all away.

I of course have not done any of the things described in rules 3, 9, or 16, but I doubt that will matter. In other complaints I have seen on this platform, BetPlays seems to send evidence through the shadows to AskGamblers, and the matter is suddenly resolved in the operator's favour. Nevertheless, I have no choice but to lodge this complaint, because BetPlays has acted unethically and this complaint is thus justified.

I believe their accusations are dubious because they paid me my first withdrawal request of CAD402. It was only after I had a particularly successful run of sports bets and casino play that, all of a sudden, they had decided I broke rules. To me, this proves that they are acting in bad faith. If I had been breaking the rules, wouldn't they have seen it before paying me my first withdrawal request? I didn't change my behaviour. I believe they simply do not want to pay out players who win over a certain threshold. All players should be cautioned.

I have been betting on sports online for 25 years, on several dozen different website platforms. And I have been paid every single dollar, from every single online sportsbook and casino, that I have requested. I have never had winnings seized by an operator banning me entirely from the website. Until now. BetPlays is the first.

I am requesting payment in the amount of CAD1,643.01. This this complaint, I am attaching all online chat conversations I had regarding the unpaid CAD600 withdrawal, a screenshot of the withdrawal itself in a "pending" status, a screenshot of the email indicating the withdrawal was declined, a screenshot of the email indicating I had been banned from the site, and finally a screenshot of the email showing the approved withdrawal for CAD402 that I received on 8 February 2025.