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Hello , i'm Samir from Morocco. I was recharge 200 usd in Betplays platform and after i play in casino game and i win total of 665 it means 200 usd capital and 465 usd profit . And after i try to withdraw my money , Betplays has been blocked my account and it say "You violated our rights and terms " .

Dear Samiranajar,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Lately not so much. I will not work for a long period of time, only a few days, and my account has been blocked. I have not activated the account yet. When I decided to activate the account and withdraw, the site permanently blocked my account. Exactly money which I won : from the casino ( roulette ) . I play with my real money not bonus

Hi Samiranajar,

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru?

Thank you.

Yes , i have two picture The first is evidence of the balance I had and the verification which betplays need , and the second is evidence that the platform blocked my account. I demand that my money be returned as soon as possible

Hi Samiranajar,

I can see that the casino suggested that you have multiple accounts registered with them.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Thank you in advance for your reply.

No, I or no one opened my account on a different device. Please check this matter carefully and get back to me as soon as possible.

Hi Samiranajar,

I understand that your account was not accessed from a different device. However, could you please confirm that no other player has opened an account using the same IP address, email address, or device as yours?

Thank you.

No dear , just me .

Thank you very much, Samiranajar, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

❤️

Hello there,

Thank you Samiranajar for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetPlays Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Okey thanks for your help

Dear Peter,

We have sent you an email with an explanation and evidence.

Best Regards,

BetPlays Team