BetPlays Casino - プレイヤーのアカウントは閉鎖され、出金は拒否されました。

Betplays has refused to let me withdraw any money from my account and have now suspended my account (which has a balance of +10900DKK) over allegations of breaching their rules.

Apparently, Betplays is claiming that I have multiple accounts on the site and have shown fraudulent or even criminal behavior, which is (of course) not true in any way whatsoever, and thus also completely without grounds.

In fact, none of said rules (or any other rules for that matter) have been breached, and I have followed all their required KYC procedures strictly.

Dear elganador,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetPlays Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Was your account successfully verified?

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,

Tomas

Hello Tomas,

Thank you for opening the complaint.

To answer your questions:

1. I have been a player of the casino for 9 months.
2. The balance was accumulated using sports betting.
3. Yes, I initially accepted a bonus when signing up for the site, but have been playing without the use of bonus money for many months.
4. Yes, my account was successfully verified (as far as I am aware).

Let me know if you need any other information. Thanks again.

Dear elganador,

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to assist you.