Betplay.io Casino - Spilleren anmoder om tilbagebetaling efter kontoproblemer og indvirkning på livet.

Hello Casino Guru

I am unfortunately making this complaint as I feel rightly hurt, deceived and not helped from playing on Betplay.io

I have been a customer for some time

And tried to make a complaint in the past

and mentioned plenty of times of my addiction and such and mentioned account closure

and even alarming emails mentioning problem gambler

but my account was never stopped

i continued to loose everything I had and it destroyed my life

betplay.io has truly ruined my life because of their actions

and I can supply evidence

and I request my deposits of €3248

to be refunded ,simply to recover my life

I believe day one in the emails I will attach. Betplay.io should of took action and been more concerned over players messages. and have destroyed my life and I’m homeless now because of it.

I request my deposits to be refunded through litecoin. They do not care for responsible gambling. And other players not need to fall into their trap.

what will set things right is my deposits of €3248

to be refunded to my

litecoin address which is under this message

ltc1q7pauxpd8dfhm4n07es2mu4rp09rq2ng8r3uwck

Hello Bko1234,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betplay.io Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When was the first time you mention gambling addiction to the casino?
• Would it be possible to forward evidence of your request/mentions of gambling problems to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello. Yes I have all evidence and will send to you immediately. I even have evidence of them sending me blocking code and then me sending it into live chat. Hope you can help I send you email immediately thanks

The comments about gambling Addiction were made through their Live chat and I was sent a blocking Code which I sent them the code in live chat but of course they never did. It’s also hard to find their live chat transcripts as they don’t save. But I do have enough evidence

Dear Bko1234,

Thank you for providing the emails. I would like to point out that none of the correspondence mentions any gambling issues or addiction.

To clarify, let me explain the difference between closing an account and self-exclusion:

• Account Closure:

Closing an account is a straightforward process and carries minimal impact. The player can typically reopen the account at any time, and the casino holds no specific obligation to the player in this regard.

• Self-Exclusion:

Self-exclusion, on the other hand, is a responsible gambling measure that carries stricter obligations for the casino. When a player successfully self-excludes, the casino agrees not to reopen the account unless under specific conditions (e.g., after a cooling-off period). However, self-exclusion is not an option for players with gambling addiction, as reopening the account would go against responsible gambling practices.

Could you provide any evidence that specifically mentions gambling issues or a request for self-exclusion? This would help us better assess the situation.

Looking forward to your response.

Best regards,

Nick

I showed you. Betplay did not save any transcripts of live chats but when you request self exclusion betplay send a blocking code to you. I clearly received the blocking code and CLEARLY showed you showing that to the live chat agent the code

Dear Bko1234,

Thank you for reaching out.

As outlined earlier, blocking and self-exclusion are distinct processes. In the absence of specific evidence indicating that gambling addiction was mentioned, we are unable to process your request as a self-exclusion.

To proceed, we kindly recommend contacting the casino's email support team (rather than live chat) and explicitly requesting self-exclusion due to gambling addiction.

Once you have done so, please update us with the outcome, and we will assist you further.

Best regards,

Nick

Dear Bko1234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.