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Hello, I registered to BetPlays on October 12th,2023, I deposited for their welcome bonus and wagered it. I had a balance of 6213CAD. I completed their verification process and made a withdrawal.

On October 23rd, I was emailed by the casino that my account was suspended and my winnings would not be paid out due to "Bonus abuse" . This was in the link they sent with all the terms for the bonus. I don't understand how I abused a bonus, when I only made 1 deposit to the casino? I asked them to explain and they replied that the decision is final and the subject would not be reopened.

Please, help me communicate with the casino and get my winnings. This makes no sense to me and was not explained at all. I made 1 deposit and I somehow abused the bonus after winning.

Dear JGRIGS1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which games did you focus on while your account was still active - slots, live casino, sports betting, etc.?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

My bonus was for the casino. I played slots. I am sending you our email communications right now.

Thank you very much, JGRIGS1985, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello JGRIGS1985,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetPlays Casino to join the conversation and participate in the resolution of this complaint.

Dear BetPlays Casino,

Can you please explain how the player has abused the bonus in more detail?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The customer registered on our website on 12/10/2023. 

After carefully reviewing his account and betting activity, we have discovered that he has violated our General Terms and Conditions. The customer has violated the following rules of our General Terms and Conditions:

Rule 3. and Rule 16.

After a thorough investigation, it became evident that multiple accounts were created from the same location, device, and IP address. The same bonuses, games and gameplay were found in the linked accounts.

Supporting evidence will be sent upon request

Kind regards,

BetPlays Team

Hello Betplays Casino,

Thank you for the update. Please forward the relevant supporting evidence to my email, adam.m@casino.guru.

Kind regards,

Adam

Hello CasinoGuru team,

Evidences have been sent as requested.

Kind regards,

BetPlays team

Thank you for the evidence provided, BetPlays Casino.

Dear JGRIGS1985,

According to the evidence provided by the casino, multiple other accounts have registered and played using the same device and IP address as you. Are you able to explain how this could be?

Kind regards,

Adam

Hello,

Not sure what any of this means. I play on my personal laptop, I also live with my parents, who sometimes use my computer as well, not sure if somehow they did something to affect my internet connection or IP, but at the same time I don't really understand what the casino is accusing me of? I only have 1 internet connection in my home. I made 1 deposit and played my favorite slot.

Dear JGRIGS1985,

The evidence provided by the casino suggests that multiple accounts registered from the same device and IP address as yours have been used to claim bonuses that should only be claimed once per player. I am waiting for further evidence of the use of these bonuses from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Evidences have already sent in your email.

Betplays team

Thank you for your response, BetPlays Casino.

Dear JGRIGS1985,

The casino has provided sufficient evidence to show that your account is linked to multiple other accounts by the same device and IP address and that all of these accounts have claimed and wagered the welcome bonus.

According to the evidence provided, we believe the casino has acted in accordance with its terms and conditions regarding this matter, and we are unable to offer any further assistance. Consequently, the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adan