BetPlays Casino Complaints

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 >

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.

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.

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.

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 >

Hi!

Betplays.com hasn't paid any withdrawals to me in the last 2 months of using them! Their withdrawal page is very suspect! The withdrawal page doesn't even allow me to specify how I want to withdraw money (i.e. Via Credit card, skrill, bitcoin etc). It's very poorly designed and looks 100% ingenuine IMO.

I've contacted Betplays.com multiple times via email and their Live Chat! Always "stock-standing" answers saying I need to wait "5 working days and then their payments team will contact me"! Nope, nothing, Nada, zilch, no emails from their payments team ever after 5 working days!

I've emails showing correspondence between me and BetPlays.com and images of my Live Chat conversations all saying I need to wait 5 working days!

Enough is enough! I'm here because I've had enough of waiting and I need intervention! I'm not a door-mat!

Regards,

< first name removed >

Betplays.com accused me of violating their T&C and then suspended my account and kept all my winnings/funds which was over $17,000..

This was after I had requested a payout of $7000 and it took them over 7 business days before any response. They first responded the payout was undergoing further review then suspended me without any evidence of violating wagers and stole all my funds.

I had previously completed withdrawals of $4000 and $1500 without issue.

Thank you for looking into this matter.

Hello everyone,

I have been awaiting my withdrawal to my crypto wallet since March 4, 2025. I made two deposits to the casino and also played with bonus funds, which were fully wagered, resulting in the balance being credited to my real account.

I have contacted support almost daily. Initially, I was informed that the withdrawal process could take up to five days and that I needed to ensure my account was fully verified. To that end, I submitted all necessary documents three times to ensure nothing was missing for verification.

Since March 11, support has informed me that an escalation is in progress to determine why the funds have not yet been sent to my account. My account remains active; I can log in and perform all actions like deposits and withdrawals. However, my bonus and player account balances are now zero. I had a total balance exceeding €3,500 but, after continued play, I canceled the withdrawal once before March 4 and subsequently requested a withdrawal of €3,300, which is still pending.

The casino has not provided any estimated time of arrival (ETA) for when I will receive my funds or explained why my withdrawal is still pending. Therefore, I am writing this complaint in hopes that you can assist me in resolving this issue. I can provide all necessary screenshots from communications between myself and support (which is always available—a significant positive point) if needed.

I have also access to the BP Camp loyalty program but for a couple of days I have been unable to purchase bonuses from the store, the support says that the gamification module is under maintenance, a screenshot is also attached.

My username is Ernestmus at BetPlays.

Thank you for your help!

I signed up around 10 days ago.

Deposited initially 100$ with a bonus of 110$ and lost this all.

Then deposited 1500 more with no bonus. I won a large 2x goalscorer bet in football/soccer for $4550. Did go up to 7k total but ended up losing 2k and withdrawing 5k.

Waited 5 days and still pending. Went into chat and was told “ From what I can see, our payment team is aware of your request and working on it. Please allow us your patience once more. We will get in touch as soon we have an update.”

Waited 2 more days since then and still nothing.

Having read all the reviews and complaints I’m extremely concerned they are trying to scam me and claim the usual violated terms and conditions.

Hello.

I deposited 200 CAD onto Betplays Casino on October 14th.

On October 16th I made a withdrawal for 6000 CAD and I have still yet to receive it.

I see on their TOC it says 3-5 days. Now after contacting them numerous amounts of times, I am still to receive any update whatsoever and keep being told that it has been escalated and to be patient.

Before I made my withdrawal I sent in every document that was asked for to verify my account. I did not use a single bonus for this website, strictly gambled only my initial deposit and climbed it up to 6000. Also, my deposit was through e-transfer and my withdrawal as well so there should be no issue there.

I’m making this dispute as I have seen multiple other complaints about the same issue and those users being told they have violated terms of multiple accounting and money laundering. I want to get my complaint in especially before they try that on me. Those seem to be the popular ways they try to use to not have to pay out winnings and I would like to state that I have not breached a single thing on their TOC.

I have used many different platforms before and I do things the right way. I never take bonuses, I just deposit money and then try to win some by placing sports bets. That’s it, that’s all.

I will attach my initial deposit and the withdrawal.

Please let me know if there is anything else you would need for this. I just would like to settle this and rightfully receive a 6000 CAD withdrawal,

Thank you.

Ok I withdrawal 600 dollars I messaged them for 3 weeks trying too get it and they kept coming back with the relevant team has been notified and is processing your withdrawal and then the other day the sent me an email stating I broke rule 3 and 9 and my account is suspended. Rule 3 is (the result of an event or the bet has been directly or indirectly affected by criminal activity) and 9 is attempted money-laundering witch blows my mind because I wouldn’t no how to do this if I wanted to and another I didn’t care about winning that much to go through the trouble of trying to do anything like that and if I wanted to and actually new how it would of been for a lot more then just 600 dollars. I won 100 dollars towards sports bets on spin the wheel I wasn’t even sure how to place the bets or how it worked so I asked them how it worked and the rules and they walked me through it so then I placed my bets and won I made the 500 needed that they got and I withdrawal 600. I did not break any rules. I even still have 2 bets that are for the end of this month and one next month I betted on witch if I win I wont be receiving.

I attended the reload bonues, deposit C$500,got 500 bonues. After finished wagering 6500, I got 1300 in my real money.

I required a 1300 withdrawal on Sep 15, but now pending time is 12 days, no any response. I inquired the live chat customer service, they kept giving me the same answer" the relevant department is processing my case, but no time frame could give me".

It seems waiting forever and no chance getting my money. I feel very upset for this website, and have a feeling they just don't want to pay out once you won.

Since 09/16/24 I have not been able to withdraw my winnings in the amount of 1100 euros.

After another request to the support service, the answer is the same "We have forwarded your request to the relevant department, and you will be contacted shortly" but the result is zero.

Verification has been completed, the document address and payment card have been confirmed

Hello, the casino keeps writing that the finance department has been informed about the payment, but they haven't replied for almost 7 days and they were supposed to complete the payment within 5 days.

Please write to them and speed up the withdrawal process.

I have 700 euros to withdraw which is still in pending withdrawals.

Betplays casino does not withdraw money. They have been delaying the payment for the sixth day. First I replenished the deposit by 250 dollars, lost 80, passed verification within 5 days, put it on withdrawal.

The amount is very small, only 170 dollars.

I ask for assistance in the payment and I do not recommend anyone to play there.

Hi. I made a withdrawal request of 783€ on 14th of May and it is still pending despite website saying it takes up to 5 working days. I am concerned as I still have 7800€ on account which I would like to withdraw after they limited me in sports betting. I happened to win about 4000€ mostly on NBA basketball making hundreds of bets and now I can't use any of my money.

I have contacted support few times but they keep saying that "relevant department is still checking" meaning I have received no info why my withdrawal is taking so long and also they have not provided any kind of time frame how long this might take. I have not broken any rules and already provided my passport and bank statement for POA. Happy to provide further info needed.