Bet Plays Casino Support and Complaints Thread

Hello everyone! 

Here at Bet Plays Casino we do our best to keep our standards high and take the gaming experience to the next level.

Your feedback is valuable to us, as we work to improve both our products and our services to you. 

We are here for any potential assistance!

Warm regards,
Betplays Team

Welcome to the best forum! Glad to have you here ! 

Welcome Bet Plays Casino Representative. Happy to have you here assisting our members if any issues/questions arise.. 

Glad to have you here Bet Plays Casino Representative! Welcome to LCB forum!

Thank you! Glad to be here 

Welcome to LCB

Welcome to our forum

Welcome to the forum Bet Plays Casino Representative! 

Welcome to LCB!

Welcome to the LCB community 

Hi everybody. I am having issues with betplays casino. I made a withdrawal on 3rd of January, sent all the required documents and haven't received my withdrawal. The worst part is the live chat seems to be lying. Every time I talk to them they tell me they have forwarded it to the relevant department but still nothing changes. It looks like they are simply stalling. They claim they process the payments within 48hours but that has been way more than that.

Hello shonteu,

Please send us your casino username via private message, so we can get in touch with a casino representative.

Hello shonteu,

Thanks for sharing your credentials with us. We have sent an email to Casino Rep regarding this matter, and once we get a response we will get back to you. Keep you posted.

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.

Usually our withdrawal times are less then 24 hours but this user was flagged by our fraud department.

They are still reviewing this case and will come with an answer by the 18.1.23.

Warm regards,

BetPlays Team

I think they are doing this randomly to many players so that they could stall the payments. In my case I made a deposit of 300 and received a bonus of 600eur. And probably the only good thing about betplays casino is that first you play with your cash money and only when you lose you start playing with your bonus and if you did not touch the bonus you can request a withdrawal for your cash balance and automatically cancel the bonus. So that is what happened to me, I started playing with my 300 cash and was lucky to increase my balance up to 950 cash, and there was 600 eur bonus which was untouched. So I decided to request a withdrawal of my 950 eur and cancel the bonus. And they are saying now that there was suspicious betting activity detected, that is simply impossible. How can there be any suspicious betting when you are not playing with the bonus? Of course if somebody makes large spins which are bigger than the terms so yes, I would understand. But that is not my case. My largest spin was less than 4 eur (and their  so no problems here. My guess is they are doing this with more customers and simply stalling the payments so they could stack up the deposits from other players. Cause once again this is very strange when they say they will investigate it for the next 10days. I have played with many casinos and have never come to anything as 10days investigation of the account. 

Greetings to all, dear friends. A couple of months ago I played at Bet Plays Casino and I can say that it is definitely a great casino that has a huge amount of positive reviews. I have never encountered any errors or problems with withdrawals. However, a couple of weeks ago I decided to try playing online slots because a friend of mine recommended me bro 138 login a long time ago. Frankly, I liked it very much and I think it is a good way to earn a good amount of money to ensure a good life without denying myself anything.

It is 18.1.23 and still have not received my withdrawal

Hello shonteu,

Today is still 18.1 so we need kindly to ask you to wait this day to pass then we will reach out to them to inquire about your payout. 

Thank you.

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.

Warm regards,

BetPlays team

Hello shonteu,

As Casino Rep clarified this issue, we will mark it as Resolved.

I can confirm betplays casino has paid out my withdrawal which was made 15 days ago. However, I would like to point out once again that they are unlawful casino and the accusations of fraudulent activity are false. I am sure everybody knows that if there is any violation of the terms or fraudulent betting the casinos never pay out. So don't pretend to be something that you are not, you are paying out because there is no violations of the terms nor there is anything fraudulent. I would be more than happy if you shared the "violations and fraudulent activity" with lcb team, you don't have to show anything to me but please share it with lcb team. I have made screenshots of what games I played and how big the spins were. And once again there are no violations and no fraud from my side. I am sure you wouldn't have paid me out if I didn't post this complaint here and now you are just trying to spin things to your side so that you would look eligible. 

There has to be more players like me whom you do not pay out, so I encourage everyone who has such issues come out here. This way people will see that betplays casino is not a casino you want to deposit your money. Cause sooner or later they will stop paying out at all. I was probably lucky because it is still the phase where they get more deposits than withdrawals so not paying out to players who post a complaint publicly would be a bad sign of business, but I am sure they are doing this to people who just let down.

Thank you lcb for being here, that is probably the only way we players can expect to get our money from such casinos.

Hello,

Proofs were showed to the LCB team, everything was explained and they can confirm no foul play was done by BetPlays.We think it's fair to ask to review a withdrawal request once we see an abuse pattern and the fact is that after that review the user got his withdrawal request approved.

At the end of the day, the user got paid and he would have got paid anyway, regardless of writing on LCB or not.

What is totally unacceptable from our end is the fact the user is calling us a fraud and assumes we are not paying users. We have thousands of satisfied customers on our system and we will continue to aspire to give the best user experience to our users.

Warm regards,
BetPlays Team

Hello LCB

On August 7, I suddenly receive an email from Betplays that, due to new procedures, they have reopened my account, which I chose to close back in November 2022 due to gambling addiction.
 Unfortunately, I can't control my addiction, so on August 8 I log into the site again and lose 80 dollars. I contact them immediately after and tell them what has happened. The chat operator admits that there has been an error and tells me that my account is now closed. I of course ask for a refund of the money that I has lost, but it cannot be done. And now their live-chat simply ignorre me, when I try to ask them quistions. Its simply such an unprofessionel behavior!

I find it very problematic that a site can open a closed account belonging to a gambling addict, and then subsequently run away from responsibility.

I therefore believe that I am entitled to recover the lost funds, but betplays deny to do so. 

I can sent chatlog and mails if needed, but since they contain private informations, I prefere to sent them privately. 

Thank you. 

Hello flowplowlow,

Sorry to hear that you are encountering this kind of issue, but we are not sure if Casino will refund you the deposit. Please send us your Casino Username via private message so we can reach out to them and inquire about your concern.

Thank you in advance.

Hello flowplowlow,

Could you please provide us with the required details so we can help you to investigate this case?

Thank you in advance.

Hello flowplowlow,

We will be closing this case due to inactivity of submitter.

Hello flowplowlow,

Thank you for sharing your credentials with us. We will ping Casino Rep to inquire about this matter. 

Keep you posted for any updates.

Hello Berks

I should have sent you the requested information? 

Thank you 

Hello flowplowlow,

Yes, everything is fine. Now we are waiting for a feedback from Casino Rep regarding your concerns. 

Keep you posted for any updates.

Thank you.

I have been trying to mail them a couple of times with no response at all. I have also tried to contact them on Livechat, but everytime I get hold on a agent an tell him about the case, he goes silent. 

Hello flowplowlow,

We are still waiting for a response from their side. We will ping them again in hopes that we can get a clarification in shortest possible time.

Keep you posted.

Hello flowplowlow,

Casino Rep got back to us and said that relevant department should provide them with an answer as soon as possible, and once we hear back we will get back to you.

Keep you posted.

I have contacted them multiply times thru mail and livechat. No response on mail, and as soon you tell livechat about the case, they get silence.

I have found a similar case on Casino.guru, and here they ude exactly the same strategy. This company do not care about responsible gambling as long as they earn money not to do so. 

Hello flowplowlow,

Sorry to hear that. We will ping them again to check if there is an update regarding this matter.

Keep you posted.

Just tried to contact their live-chat again. This time they actually replied, but wehen I gave them my mail-adress they got silence as usual.. its amazing that a casino with such a good reputation on different review-sites (including LCB) are willing to act this way. I have also tried to call them by phone, but here you are meet with a voice mail.

Hello flowplowlow,

That's a good news, we hope that you will get an update from them in shortest possible time. We are still waiting for a latest news regarding this case. 

Keep us informed.

Thank you.

Still nothing...  I can see that their representative is online in here pretty often. I must say that this kind of behavior from such a high-rated casino is nothing but sad. 

What are next steps? 

Here is a similar case from ****. And this user is not me.

<link removed>

here is my case on ****

<link removed>

Its over three weeks since I made the complaint in there, and still no reply from them. 

Im pretty sure that BetPlays will ignorere everything. 

Thanks for the update. We'll be trying to get in touch with the casino rep. Hope we'll have some news from them soon. 

Do you still think, that their representive in here will ever repond to this case? I wrote to him/her in a private message  three days afo, and even thou he/she was online in here on day ago, their have been no response at all. I do find this behavior extremely unprofessionel, and I do not understand why LCB not expect more from their partners.

Thanks for your feedback. We sent another reminder to the casino rep. As I said we'd try to reach them. We are doing our best to help our members but sometimes it is out of our hands. Sometimes casino reps don't answer our emails and then our hands are tied. 

What I dont understand is... how can this casino have a 3,5 rating in here, when they dont respond to you? Casinos dpoing so should in my opinion not even have been rated in here... sorry to say so, but thats my opinion. 

Please note that our members rate casinos and leave their feedback based on their personal experience. That's why we have a forum and complaints section, for the same purpose, to have a real picture of every casino on our site. If there are lots of complaints and casino reps are unresponsive then we consider a warning. We have a procedure. Hope this helps. 

Unfortunately used and lost funds by the client cannot be refunded.

I understand that, however, the player asked from the casino to close his account due to gambling addiction. The player got an email that the account was reopened due to some new regulations and that's when he made a deposit again and lost it. The player's account was not supposed to be reopened since he asked for the self-exclusion. In our opinion, the player's deposit should be given back to him. 

I have never heard about a casino that think that kind of behavior is the way to do it. They cleary dont care about responsible gambling, and actually use the knowledge they have about addicted players to earn more money. They should be blacklisted everywhere in my opinion.

Hi flowplowlow,

We expressed our opinion, which is that your deposit should be returned because your account should not have been reopened. We will contact them again in the hope that they will reconsider this situation and that they will take the problem you have regarding gambling addiction more seriously.

The casinos representative is active in here pretty often, but seems to have decided not to respond to this case. Its fully understandable since no casino will be able to explain the behavior this casino has decided to practice. Its extremely unethical  and this casino should be banned everywhere. 
We all know why such a scum casino have a Curacao license! 

Hi flowplowlow,

We understand that it is very frustrating when you are faced with a situation like this and when you do not get an answer from the casino for the problem you encountered. We are still waiting for an answer, and we hope that they will contact us with a final clarification.

Thank you for understanding and patience.

Hi flowplowlow,

Unfortunately we are forced to close this complaint due to Casino unresponsiveness. Once we get a response we will reopen this case and will let you know.

Thank you for understanding and patience.