BetPlays Casino - Spillerens tilbagetrækning er blevet forsinket.

Since the beginning of September, I have made a deposit and placed bets. On October 16, I ordered money for a payout for the first time, and on October 20, verification was successfully completed.

On October 26, I received a letter that my account is being checked for suspicious gaming activity and the investigation will last 60 days.

This period does not appear in the rules, I think it is unreasonably long. Please help me get my money back.

С начала сентября я сделал депозит и делал ставки. 16 октября я в первый раз заказал деньги на выплату, 20 октября была успешно пройдена верификация.

26 октября я получил письмо, что мой счет проверяется на подозрительную игровую активность и расследование будет длиться 60 дней.

Данный срок не фигурирует в правилах, считаю его неоправданно долгим. Прошу помочь мне ускорить получение денег.

Dear Basquo,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise if you currently have access to your casino account?

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

I write - this is the first attempt to withdraw money. Bonuses are not used. There is access to the account.

Я же пишу - это первая попытка вывода денег. Бонусы не использовал. Доступ к счету есть.

Thank you very much for your reply, Basquo. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have already attached the correspondence to the complaint. What, you don't see her?

Я уже прикреплял переписку к жалобу. Вы что, не видите ее?

I see only one attached screenshot with the message that was sent by the casino. Based on your last message I assume that there has not been further communication between you and the casino.

I will now transfer your complaint to my colleague Andrej (andrej.p@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 soon.

Dear Basquo,

I have looked at your case and I understand the situation. I’ll contact the casino to see if I can help.

I would like to invite Betplays Casino to join this conversation.

Dear casino team,

Can you please clarify the reasoning behind the decision to put Basquo’s gaming account under a 60-day-long block? Any relevant information and evidence can be forwarded to andrej.p@casino.guru.

Hi, the above customer was flagged by our fraud department.

His account went into a provision period to understand if there was any abuse and if he acted against the brand's T&Cs.

Our fraud department are still reviewing this case and will come with an answer by the 29.11.22.

Thank you, Betplays Casino team, for the reply. I’m setting the timer for 7 days. We’ll wait for further updates from your side.

Hi, despite the fact the client violated one of our brand's T&Cs clauses and despite heavy suspicions of fraudulent activity - we decided to pay the user's balance in full and close his account effective immediately. 

We might not have found strong evidence of fraud but, there was definite evidence of "foul play", which ultimately brought us to the final decision of account closure.

I did not commit any "dishonest game" and fraud.

Money received, case closed.

There is no further desire to play in such a suspicious office.

Никакой "нечестной игры" и мошенничества я не совершал.

Деньги получил, дело закрыто.

В такой подозрительной конторе нет дальнейшего желания играть.

Thank you all for the updates.

Basquo, I’m sorry to hear that you’re not entirely satisfied with the casino’s decision, but considering the circumstances, we’re glad that you’ve received the disputed winnings. Due to that reason, we will consider the issue to be resolved and mark your complaint as ‘Resolved’ in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru