BetPlays Casino - プレイヤーのアカウントが不当に閉鎖されました。

My account was unjustly closed, and I was accused of violating the terms and conditions, but there's no way I violated them.

I believe I registered through Casino Guru, although I'm not certain. I've been using this channel frequently for registrations lately.

I ask for a fair investigation into this matter.

Here is the content of the supposed violation of terms by the other party.

While I'm still in the process of communicating with them, there's no basis for their claim of violating Provision 3 regarding multiple accounts.

I have only used this email address for registration, and there’s no possibility of sharing households, IP addresses, or devices.

Dear Customer,

After reviewing your betting activity closely, we discovered that you violated our General Terms and Conditions. Because of that, your account will be suspended, and no winnings will be paid.

Please review Betting Rule 3 and Rule 9 by using the following link:

https://www.betplays.com/Rules/en/17252/General-Terms-and-Conditions/

Best Regards,

BetPlays Team

I have one reason for my distrust of this site.

After playing with the welcome bonus, I entered my KYC information to withdraw my winnings.

I entered my personal information correctly, but first, I was unable to receive the SMS verification message.

Later, one person from their support team confirmed my details, but they claimed I had entered my personal information incorrectly.

However, their system automatically reads and overwrites uploaded KYC files without my knowledge.

When I uploaded my driver’s license, the old address from the front of the license was overwritten as my current address, and my date of birth was mistakenly replaced by the license issuance date.

Despite this system issue, inquiry responses were dismissed or left unclear, except for that one support member.

9.3. Fraudulent Activities

This section states, "engaging in activities that distort or conceal your actual location,"

which I did not do, as my address was automatically read by their system. I even provided the back side of my license with the correct address.

I have not engaged in any fraudulent activities, and I am convinced that their basis for the accusation is incorrect.

I also checked the number of complaints on this website, which seem unusually high for a typical site.

From December 5, 2023, out of 31 cases, 28 complaints were consecutively rejected.

Casino Guru, please objectively review this number of complaints.

I suspect they are engaging in fraudulent actions themselves.

As mentioned above, my personal information was modified without my consent, and nobody, except one support member, acknowledged this occurrence.

It seems they are fabricating facts against players, claiming violations of terms, and securing their profits based on these false claims.

根拠のない理由でアカウントが閉鎖され、利用規約違反を示されました。

しかし、私自身が以下の利用規約違反をした事実はありえません。

また、こちらのカジノグル経由で登録をしたと思います(確定ではありませんが、最近こちら経由でよく登録をしています)

公正な調査の依頼をお願いします。

以下が相手方の利用規約違反の内容です。

まだ相手方と問い合わせをしている最中ではありますが、そもそも利用規約の3. 複数のアカウント、こちらが根拠がありません。

登録はこのアドレスしか使用しておりませんし、世帯やIPアドレス、デバイスの共有もありえません。

Dear Customer, 

After reviewing your betting activity closely, we discovered that you violated our General Terms and Conditions. Because of that, your account will be suspended, and no winnings will be paid.

Please review Betting Rule 3. and Rule 9. by using the following link:

https://www.betplays.com/Rules/en/17252/General-Terms-and-Conditions/ 

Best Regards,

BetPlays Team

このサイトに不信感がある理由が1点あります。

私はウェルカムボーナスで遊んだ後に、勝利金の引き出しをするためにKYC情報を入力しました。

その際に私は個人情報を正しく入力しましたが、まず電話番号のSMSが届かないという事態が起きました。

その後に、彼らのサポートの一人だけが肯定しましたが、個人情報を私が誤って入力したという説明をされました。

しかし、事実は彼らのシステムはKYCのファイルをアップロードすると

その情報を勝手に読み取り、入力した情報を上書きするというシステムです。

運転免許証をアップロードしたのですが、その際に免許証の表面【旧住所】が、住所として上書きされ、生年月日は免許取得日が勝手に書き換えられました。

このようなシステムを使用し、問い合わせをしても1人のサポート以外は否定、不明な回答しかしていません。

9.3. 不正行為

こちらに

「不適切な活動 (実際の所在地の識別を隠したり操作したりする」

このような記載がありますが、そもそもシステムの都合で住所を勝手に読み取られており、私は免許証の裏面も提供しています。

正しい住所です。

不正行為は一切しておらず、彼らの根拠は誤りであると確信できます。

また、こちらのクレームの件数を確認しましたが、通常のウェブサイトではありえない数かと思います。

提出日: 2023年12月5日以降、31件中28件のクレームが連続で却下されております。

カジノグル様はこの件数を俯瞰的に観察してください。

私の予想で、彼らこそが不正行為を働いているという認識です。

上記でも述べたように、自身が入力した個人情報が勝手に書き換えられましたし、その経緯を一人を除いて誰も認めませんでした。

彼らはプレイヤーに対して事実を捏造し、利用規約違反をしたという説明をし、それを元に利益を確保しているように見受けられます。

Hello kassan7,

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

• Could you please advise when did the verification begin?
• Is it somehow possible to prove that the mistake in details were not made by you?
• How much was your balance when your account got blocked?

Looking forward to your answer.

Regards,

Nick

Hello Nick

First, I will answer your three questions as soon as possible.

Can you tell me when the testing started?

Registration date on the site is 10/16 KYC start date is 10/17-10/18

It may be a little earlier or later, but it's this time of year.

- Is it possible to prove in some way that the minor mistakes were not yours?

Let me explain the situation. I have submitted both sides of my driver's license, my passport, a selfie and my bank information.

On October 17th, I had an issue where the SMS verification did not arrive when I was entering my KYC details, so I contacted support.

I think it was around lunchtime Japan time. At this time, I submitted my personal information and other documents.

After that, I cleared the wagering requirements and submitted a withdrawal request, but it was rejected and I contacted support.

I received a response saying that the bank information I entered was different from the personal information I had entered.

All the detailed interactions that took place are captured in screenshots.

There is 100% no way I could have made a mistake when entering my personal information. The address in question is two addresses back to where I moved a few years ago.

Also, do you think anyone would take the time to enter the date their driver's license was issued in the date of birth section?

Objectively speaking, it is unreasonable to assume that I entered my personal information incorrectly.

I also got a statement from one of the support staff regarding the input of personal information, and have provided screenshots of this as well.

-What was the balance when the account was blocked?

It's $7,925.

So far, we have answered Nick's three questions.

If you provide us with your email address, we will promptly send you any inquiries we may have.

Now here comes my question.

> Date of filing: Since December 5, 2023, 28 of 31 claims have been rejected consecutively.

Nick, what are your thoughts on this?

Casino Guru also has a huge number of complaints about casino sites.

However, when looking at the sites individually, 28 consecutive complaints have been rejected, which I would like to see sorted and investigated using an internal system, isn't the testing being too heavily in favor of the casinos?

I will answer your question first: I am not using a VPN, and I have never intentionally changed my IP address.

We also have some understanding of what actions betplays will take in the future.

＞Please review Betting Rule 3. and Rule 9. by using the following link

They will show you these terms and conditions and send you fabricated information.

In other complaints and discussions they often bring up these terms of use.

And my guess is that they could easily fabricate this information.

There have been 140 problems in the discussions, and looking recently, there have been many confiscations related to sports gambling.

I understand that Casino Guru does not cover sports betting, and my case falls within the scope of your investigation.

I would like to ask the Casino Guru arbitrators.

The people making complaints in the discussions are casino pioneers, and many veterans have also fallen victim to the problem.

Why are you giving it a safety index of 8.0 when there are so many issues?

Put the 28 consecutive claims denials in perspective.

In the case of a newbie like me, the answer may not be a reliable factor in itself, but there are many claims and Junior Adepts and Junior Apprentices in your system.

Many reputable pioneers have fallen victim to this and have issued warnings in the discussions, but it appears the site is being given a free pass to make money.

Please explain why you are ignoring the complaints of trustworthy members on your platform and giving leeway to fraudulent casinos.

This is not just my problem, and betplays should not be tolerated for cheating so many players and illegally collecting their money.

I am registering based on your 8.0 rating, please do a thorough investigation.

こんにちはニック

先ずはあなたの質問3点に早急に回答します

・検証はいつ始まったのか教えていただけますか?

サイトへの登録日が10/16　KYCの開始日が10/17～10/18

多少前後するかもしれませんがこの時期です

・細かい間違いがあなたによるものではないことを何らかの方法で証明することは可能ですか?

経緯を説明します。私は運転免許証の両面とパスポート、セルフィー銀行情報を提出しております。

10/17にKYCの入力をする際にSMS認証が届かないという問題が起き、サポートへ連絡を入れています。

日本時間のお昼時だと思います。この際に個人情報や書類提出なども行いました。

その後に、賭け条件をクリアし出金申請を出していますが、それらが却下されサポートへ問い合わせを入れたところ

銀行情報と入力している個人情報が異なると回答が来ました。

その際の細かなやり取りもスクリーンショットに全て納めております。

私が個人情報の入力をミスることは100%ありえません。問題の住所は数年前に転居している2個前の住所です。

また生年月日の項目に、わざわざ免許証の交付日を打ち込む人がいると思いますか？

客観的に見ても、私が個人情報を誤って入力したと推察するのは不合理です。

また、サポートの一人に個人情報の入力に関して言質を取っており、これについてもスクリーンショットを納めています。

・アカウントがブロックされたときの残高はいくらでしたか?

$7,925です。

ここまでで、3点ニックの質問に回答をしました。

メールアドレスをいただければ、既に抑えている問い合わせ内容などを即座に送り届けます。

ここからは私の質問になります。

＞提出日: 2023年12月5日以降、31件中28件のクレームが連続で却下されております。

ニックこの点についてあなたはどう思いますか？

カジノグルでは膨大なカジノサイトのクレーム問題などがあるかともいます。

しかし、個別にサイトを見た際に28件連続のクレーム却下というのは、内部システムでソートをかけて調べてほしいですが、余りにもカジノ側に優位な検証がされていませんか？

先に回答をしますが、VPNは使用しておらず、IPアドレスの意図的な変更行為なども一切行っていません。

そして、betplays側が今後行う行動もある程度把握できております。

＞Please review Betting Rule 3. and Rule 9. by using the following link

彼らはこれらの利用規約を示し、ニックあなたに捏造した情報を送ることでしょう。

他のクレームや、ディスカッションを見てもこの利用規約を彼らはよく持ち出しています。

そして、彼らはこの情報を簡単に捏造できるというのが私の推察です。

ディスカッションでも140件の問題が起きており、直近で見ますとスポーツ賭博に関する没収が多く見受けられます。

カジノグルがスポーツ賭博は対象外というのは承知しており、今回の私の1件はあなた方の調査対象内です。

カジノグルの裁定者の皆さんに聞きたいです。

ディスカッションでクレームを入れてる方々はカジノの先駆者であり、多くのベテランたちも被害に会われています。

何故、これだけの件数の問題があるにも関わらず、8.0の安全指標を与えているのですか？

28件の連続したクレームの却下を俯瞰的に見てください。

私のような新参者の回答などの場合は、それ自体が信頼係数として頼りないかもしれませんが、多くのクレームと、あなた方のシステムで、ジュニアアデプト、ジュニアアプレンティ

多くの信頼性のある先駆者が被害にあい、ディスカッションでも警告をしているにも関わらず、このサイトに稼がせる猶予を与えているように見えます。

自社のプラットフォームで信頼のおける会員のクレームを無視され、詐欺カジノに猶予を与える理由を回答していただきたい。

これは私一人の問題ではないし、数多くのプレイヤーから不正を働き違法に資金を回収しているbetplaysを許すべきではありません。

私はあなた方の8.0の評価件数を確認したうえで登録をしています。徹底した調査を行ってください。

Hello kassan7,

The safety index is based on the review of all the casino aspects as terms and conditions, limits i.e.

Also you can read all of their complaints if you wish to see why were they rejected - there is an explanation in each and every of them.

To focus on your issue - please forward the full conversation between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Regards,

Nick

Email sent

メールを送りました

Hello kassan7,

Before we would reach out to the casino, can you please advise if you did play casino games or sports betting only,

Awaiting your response.

Regards,

Nick

I only played casino games

Sports are not mentioned at all

プレイしたのはカジノゲームのみです

スポーツは一切触れておりません

Is the investigation not completed yet?

We hope that BetPlays Casino will provide us with the evidence as soon as possible.

Please do not give BetPlays more time than necessary.

I think there is a good chance they will fabricate evidence.

まだ調査は完了されないのですか？

BetPlays Casinoが示された証拠を早くこちらに公開していただきたいです。

BetPlays に必要以上の時間を与えないでいただきたい。

彼らは証拠を捏造してくる可能性が高いと踏んでいます。

Thank you kassan7 for all the information provided. As it is still unclear how exactly did you breach the casino's terms and conditions, I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Nick and Michal

When you say the details are unclear, does that mean that there has been no response from BetPlays Casino yet?

I believe they confiscated my assets because they have evidence of violations of their terms of service.

I am very surprised that they have not yet provided this evidence to the arbitration body.

My address was also changed without my permission, and given the circumstances surrounding this, I suspect that this casino is doing something fraudulent.

Their violation of the terms of service is unfounded.

Nickさん、Michalさん

経緯が不明というのはBetPlays Casino側から回答自体がまだ何もないのでしょうか？

彼らは利用規約違反について証拠を持っているから私の資産を没収したのだと思いますが

何故未だにその証拠を仲裁機関に連絡を入れてないのか非常に不思議です

住所も勝手に書き換えられました経緯も相まってこのカジノは何か不正を働いていると私は疑います

彼らの言う利用規約違反は根拠のないものです

Hello kassan7,

I'm Michal, and I have taken over your complaint. I have reviewed your case and this situation indeed looks a bit unusual. It is entirely understandable that individuals may relocate, resulting in changes to their addresses, phone numbers, and other personal information. Consequently, the information from some documents may not align perfectly; however, this should not pose an issue as long as players can present the most recent and accurate documentation verifying their current residence. To date, I have not encountered any instances where a casino altered a player's details without their consent, so I would be very interested to learn more about how your situation unfolded.

I will contact the casino to shed more light on this matter.

We would like to invite BetPlays Casino to join the conversation.

Dear BetPlays Casino,

It appears there were just some discrepancies in the information filled in in the player account personal information and the documents provided. Do you have an automated system in place that fills in the player's details from the provided documents? Have you received a request from the player to change specific details in their account? If so, when did this occur? Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

Surely they have clear evidence and that's why they confiscated my winnings?

Haven't you seen the evidence yet, Michal?

I want to see the evidence of this fraud as soon as possible.

Please share with us what fraudulent methods they are planning to use to scam you.

I'm sure many of the affected users are looking forward to this discussion.

Am I a cheating player or is BetPlays Casino a scam site?

9.3. Fraud

"Inappropriate activity (hiding or manipulating the identity of your actual location)"

If hiding the identity of your actual location means showing the address of your personal information, then it is BetPlays who has changed it without permission.

Regarding IP address spoofing, I am not using a VPN, nor have I intentionally changed my IP address in any way.

9.2. Collusion and Cheating

Betting on both sides like in a live casino, card counting, and sports are also not possible.

I only play slots

9.1. Criminal Activity

If any irregularities (including suspected money laundering or fraud) are detected, www.betplays.com reserves the right to close your Account(s) and to report any criminal or other suspicious activity provided through one or more Accounts to any relevant existing regulatory or law enforcement agency.

If this is your reasoning, we reserve the right to report you suspiciously and confiscate any winnings.

I believe that no such action will be taken.

Of course, BetPlays will report this to regulators and law enforcement agencies, right?

3. Multiple accounts

3.2. Only one account is permitted per household, IP address, computer or device.

If you believe I have created multiple accounts, please provide this information to the Casino Gurus as soon as possible.

At the very least, this is based on the existence of one or more duplicate accounts linked to my account, right?

As the head of the household, I live alone and no one else can operate my device except for me, right?

IP address duplication may be the only justification for this, but in that case, 9. Criminal acts, conspiracy, and fraud

Please indicate where this specifically applies.

Is this personal information that you have changed without permission?

If this is not the case, as I wrote in the discussion, the only thing I can think of is that there is a problem with the ability to detect IP addresses.

If their reasoning is based on IP addresses, I would like the casino leaders to reconsider all the decisions that this site has rejected in the past because of IP addresses. Many users have had to give in to their fate.

In my case, I had an address change issue, so Michal has taken an interest in this.

If the address had not been changed, I think we would have been fooled by BetPlays' inadequate evidence and the judgment would have been handed down as before.

Finally, BetPlays must promptly provide supporting evidence to Michal .

Surely the evidence we gathered just a few weeks ago isn't gone?

彼らには明確な証拠が存在するから私の賞金を没収したのではないでしょうか？

Michalさんはその証拠をまだ確認できてないのですか？

私はその不正の証拠を早く見せてほしいのです。

彼らがどのような詐欺的な手法で皆さんを騙すつもりなのかを共有していただきたい。

ディスカッションで被害に会われた多くのユーザーも心待ちしているはずです。

私が不正をしているプレイヤーなのか？それともBetPlays Casinoが詐欺行為を働いているサイトなのか？

9.3. 不正行為

「不適切な活動 (実際の所在地の識別を隠したり操作したりする」

この実際の所在地の識別を隠すという意味が、個人情報の住所を示すのならば、勝手に書き換えたのはBetPlaysです。

IPアドレスの偽装という話ならばVPNは使用しておらず、IPアドレスの意図的な変更行為なども一切行っていません。

9.2. 共謀と不正行為

いわゆるライブカジノの両賭けみたいなことや、カードカウント、スポーツも不可能です。

スロットでしか遊んでません

9.1. 犯罪行為

不正行為（マネーロンダリングや詐欺の疑いを含む）が認められた場合、www.betplays.com はアカウントを閉鎖し、1 つまたは複数のアカウントを通じて提供された犯罪行為やその他の疑わしい行為について、関連する既存の規制当局または法執行機関に報告する権利を留保します。

これを根拠とするのでしたら、疑わしいけれども報告する権利を留保し、賞金だけは没収します。

そのような対応を取られることはないと信じています。

当然BetPlaysは規制当局または法執行機関に報告しているのですよね？

3. 複数のアカウント

3.2. 世帯、IP アドレス、コンピューターまたはデバイスごとに 1 つのアカウントのみが許可されます。

こちらについて私が複数アカウントを作成したというのならば、カジノグルの皆さんにその情報を速やかに提供してください。

少なくとも、私のアカウントと結びつく重複アカウントが1個以上存在することを根拠とされているのですよね？

世帯主の私は一人住まいですし、私の端末を私以外の誰も操作できませんよ？

IPアドレスの重複、ここだけを根拠に言われるかもしれませんが、その場合 9.犯罪行為、共謀、不正行為

これの何処に具体的に該当するのかを示してください。

そちらが勝手に書き換えた個人情報ですか？

そうでないのなら、ディスカッションの方で書いていますがIPアドレスの検知能力に問題があるとしか考えられません。

彼らのいう根拠がIPアドレスに起因するものでしたら、カジノの第一人者の皆様にはこのサイトが過去にIPアドレスを理由にして却下した全ての裁定をもう一度再検討していただきたい。多くのユーザーが泣き寝入りをしています。

今回の私の場合は住所の書き換え問題が起きたから、Michalさんが興味を引いてくれています。

もしも住所の書き換えがなければ、これまで通りBetPlaysの適当な証拠に騙されて裁定が下っていたのではないかと思ってしまいます。

最後にBetPlaysは速やかに根拠とした証拠をMichalさんに提示してください。

たった数週間前に集めた証拠がなくなっているわけじゃありませんよね？

Dear Michal,

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

Best Regards,

BetPlays Team

Can you officially confirm that the address change was initiated by you?

They said that it wasn't because I had entered my personal information incorrectly or made an intentional mistake, but rather that it was a problem with their system.

When checking KYC, the mistake in entering address information is only a minor issue.

If you think so then no apologies necessary.

If not, I have never received an apology for your mistake of altering my personal information.

If you have any evidence to back up your claims, please show it to me.

At this point, I have absolutely no understanding as to what evidence you claim was confiscated.

I did not alter any of my personal information, so it's no surprise that the address doesn't match the documents I submitted.

Even if they say that the confiscation was for some other reason, there is no way we can accept it without the full information being made public.

住所の書き換えがそちらの主導で起きたことを公式に認めていただけますか？

私が個人情報の誤入力や意図的な記載ミスをしたのではなく、そちらのシステムの都合であったと。

KYCの確認において住所情報の入力の誤りがささやかな問題でしかないと

BetPlaysが思われるのでしたらその場合には謝罪は不要ですが。

そうでないなら、これまでの間私に対して個人情報を書き換えたそちらのミスを一度も謝罪を受けておりません。

そちらが主張する証拠というものを公開可能ならば私にも見せてください。

現時点において私はそちらの主張する証拠が何を指して没収されたのかが全く理解できません。

個人情報の書き換えは私が行ったことではありませんし、提出した書類と住所が不一致なのは当然のことです。

仮にそれ以外の理由による没収だと言われて、情報を公開されずに納得することは絶対にできません。

Thank you for your emails and the evidence, BetPlays Team.

Dear kassan7,

I have now gathered information and evidence from the casino team to understand the situation. The initial concern regarding the address change appears to have been resolved by the casino team, so there are no issues with your address. However, the investigation has uncovered additional factors.

We have received evidence of multiple accounts being created by you in quite close succession from the same or very similar IP addresses, using the same device (with the same device ID), and engaging in similar gameplay while claiming the same bonuses. This cannot be dismissed as mere coincidence, especially considering this previous response from you: "As the head of the household, I live alone and no one else can operate my device except for me, right?"

The casino adheres to a strict policy in these matters, and its actions align with the terms and conditions outlined in the rules, as previously communicated by the casino team. Given the evidence, we have to agree with the casino's decision and must close your complaint as rejected.

I regret that we could not provide more assistance in this instance. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru