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Complaint about theft of comp points and tournament winnings at BetPlays casino

Dear Guru casino

My name is Igor Gluk****h, and my account is registered under the username [Dj***t My ID: 127****3 glukhi****r@mail.ru]. I am writing to express my deep concern and dissatisfaction regarding the theft of my earned comp points and tournament winnings at your casino.

On July 29, 2024, I discovered that 5,000 comp points were stolen from my account. In addition, my tournament winnings disappeared. I did not make any transactions or actions that could lead to their loss.

I ask you to investigate this incident and help me return my comp points and winnings. I am attaching screenshots and all necessary evidence to support my statement.

I hope for your understanding and a speedy resolution to this issue.

Hello djcentigor,

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 if your account is already verified and if yes, since when exactly? Do I understand it correctly that the tournament just finished yesterday? When was the last time you spoke to the casino and what was it about?

Please note that such matter takes more than a day to resolve and if you did contact the casino only a few hours ago, I can only recommend to wait.

Looking forward to your answer.

Regards,

Nick

Subject: Request for assistance with a prize refusal issue

Dear Casino Guru, I am contacting you because betplays.com has a good reputation and you advertise it as a safe and secure casino.

My name is Igor Gl****h, ID: 12721****, and I am contacting you for assistance with an issue I am experiencing at betplays.com. Despite receiving notifications that I have won a daily tournament and completed several missions, the corresponding prizes have not been credited to my account.

Attempts to resolve this issue directly with the casino support team have been unsuccessful. I am therefore seeking your guidance and intervention in this situation, given your reputation for player support and ensuring fair play in the online gaming industry.

Problem Details:

Win Notification: 17 hours ago I received a notification that I have won a daily tournament for 20,000; however, the prize has not been credited.

Other Prizes: I have other notifications confirming missions and successful deposits, but the corresponding prizes and points have also not been credited.

Actions taken:

Contacted the casino support several times, but did not receive a satisfactory solution.

Query:

Please help me resolve this issue with BetPlays.com

Guide on the next steps I should take to ensure that my legitimate prizes are credited.

I am confident that with your support this issue can be resolved fairly and quickly. Your assistance in this matter will be highly appreciated.

Thank you for your attention to my problem.

Also, they don't have the CEG seal on their website. For this reason, I can't file a complaint with the licensing commission. The casino hides this from me.

When I contacted customer support, I was shocked by their arrogant response that my account was limited and my winnings were a "visual bug". This is absolutely unacceptable! There were no restrictions on my account at the time of my winnings. It seems that BetPlays is trying to avoid paying out well-deserved prizes under the pretext of bugs and restrictions.

<<10:58 AM | Abella from BetPlays.com: The decision was made a while ago. You have not won anything and I and what you are seeing is a visual bug >>

The day before. Before making a deposit. There was no mention of any restrictions.

03:47 PM | Visitor: Hello. I have one question today. Can I play in your casino?

03:48 PM | Isabelle from BetPlays.com: Thank you for contacting Betplays support line ! My name is Isabelle .

03:48 PM | Isabelle from BetPlays.com: How may I assist you today ?

03:48 PM | Visitor: Hello. I have one question today. Can I play in your casino?

03:56 PM | Isabelle from BetPlays.com: Yes Igor, you can play in our casino.

The shares keep coming in

The website provides false information. The contact number is invalid.

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Conversation with BetPlays.com

Started on August 8, 2024 at 08:22 AM Sofia time EEST (GMT+0300)

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08:22 AM | Visitor: Withdrawal

08:22 AM | Customer Service: An Agent will be with you in a moment , 

Meanwhile can you please specify the reason for your request ?

08:22 AM | Kristiyan from BetPlays.com: You have reached Betplays Customer Support. My name is Kristiyan, how can I assist?

08:22 AM | Visitor: Hello. How is my payment being processed

08:23 AM | Kristiyan from BetPlays.com: Kindly note that in order to check your query accordingly, you need to log in to your account

08:23 AM | Kristiyan from BetPlays.com: Could you provide me with your email as well?

08:25 AM | Visitor: [Image "%D0%B2%D1%8B%D0%BF%D0%BB%D0%B0%D1%82%D0%B0+2.png?expires=1723100400&signature=5e096d5d13324625ea10be7854d09a5a03f79323921814f7930f79553e999c34"]

08:25 AM | Visitor: glukhi*****@mail.ru

08:27 AM | Kristiyan from BetPlays.com: Kindly note that the standard withdrawal processing timeframe is up to 5 business days and your funds will be processed with the same method that you have used for depositing

08:29 AM | Visitor: The standard processing method is 5 days, but how long does the non-standard one take?

08:32 AM | Kristiyan from BetPlays.com: The processing time needed for receiving your funds is up to 5 business days

08:34 AM | Visitor: Why then did I wait a whole month for the last conclusion?

08:34 AM | Kristiyan from BetPlays.com: Igor, as I said, the standard withdrawal processing timeframe is up to 5 business days

08:35 AM | Visitor: The standard processing method is 5 days, but how long does the non-standard one take?

08:37 AM | Kristiyan from BetPlays.com: 5 business days

08:38 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0.png?expires=1723100400&signature=7c0e598fac323c9de1b6e1c442209fd18a27687ed259cd3fe2617d9100200c56"]

08:38 AM | Visitor: Is the phone number correct?

08:38 AM | Kristiyan from BetPlays.com: Do you want to request a call?

08:40 AM | Visitor: Is the phone number correct?

08:40 AM | Visitor: I want to call

08:41 AM | Kristiyan from BetPlays.com: If you wish to request a call you should go to Profile - Request a Call

08:42 AM | Visitor: I ask, is this number correct?

08:42 AM | Visitor: +442382280****

08:43 AM | Kristiyan from BetPlays.com: To request a call, please navigate to Profile and select Request a Call. This is the option we have currently for contacting us through phone.

08:44 AM | Visitor: I am asking a specific question.

08:44 AM | Visitor: I ask, is this number correct?

11:42 am

+4423822****

08:45 AM | Kristiyan from BetPlays.com: Igor, as I already explained, in order to request a call, you should navigate to Profile and select Request a Call. This is the option we have currently for contacting us through phone. 

08:49 AM | Visitor: I don't want to order a call. You have a contact number listed. It works.

08:49 AM | Visitor: +442382*****

08:52 AM | Visitor: I will answer for you. No, this number does not work.

08:52 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0+1.png?expires=1723100400&signature=9e395a77c4fc8e946e2cb722d3b208976ebe0e5dde09114d9caead7349e8b0e7"]

08:53 AM | Visitor: Why do I hear only lies from you?

08:53 AM | Visitor: Kristiyan ?

08:55 AM | Kristiyan from BetPlays.com: As I already explained, in order to request a call, you should navigate to Profile and select Request a Call. This is the option we have currently for contacting us through phone. I have not told a lie.

08:56 AM | Visitor: I don't want to order a call. I'm asking why you have false information

08:57 AM | Kristiyan from BetPlays.com: Could you elaborate?

08:58 AM | Visitor: Why is the number listed not working?

08:58 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0.png?expires=1723100400&signature=e1c4ee956cce5d819640c3298f8a86ef8a687759fc8dfde087c287b5ea78c7b7"]

09:00 AM | Visitor: A number is indicated that does not exist. Why?

09:03 AM | Kristiyan from BetPlays.com: As I said, currently the only method that is available for contacting us is by requesting a call

09:04 AM | Visitor: I don't want to get involved with you.

09:05 AM | Visitor: A number is indicated that does not exist. Why?

09:05 AM | Kristiyan from BetPlays.com: As I said, currently the only method that is available for contacting us is by requesting a call

09:06 AM | Visitor: Why are you providing false information:?

09:06 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0.png?expires=1723100400&signature=0dc5af8fc82264a595091959f4b9cda9938df29e86c23c033bd0a04c5fe49561"]

09:07 AM | Visitor: Is the work number indicated?

09:07 AM | Visitor: +4423*****

09:08 AM | Kristiyan from BetPlays.com: As I said, currently the only method that is available for contacting us is by requesti

09:08 AM | Kristiyan from BetPlays.com: As I said, currently the only method that is available for contacting us is by requesting a call

09:08 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0.png?expires=1723100400&signature=2a15b6b371538c047a51dc756ecb92c93daa4aa435114c169790a300f1b4bddb"]

09:09 AM | Visitor: Why is there false information here?

09:16 AM | Visitor: ?

09:17 AM | Kristiyan from BetPlays.com: Igor, as I mentioned, currently the only method for contacting us by phone is to request a call

09:19 AM | Visitor: I don't want to contact you. Do you understand that? I want to know why your contacts don't include a work number?

09:22 AM | Visitor: ?

09:22 AM | Kristiyan from BetPlays.com: Igor, as I mentioned, currently the only method for contacting us by phone is to request a call

09:23 AM | Visitor: I don't want to contact you. Do you understand that? I want to know why your contacts don't include a work number?

09:23 AM | Kristiyan from BetPlays.com: As I said, currently the only method that is available for contacting us is by requesting a call

09:24 AM | Visitor: Do you understand what I'm asking?

09:25 AM | Visitor: What did I ask you?

09:26 AM | Visitor: Did I ask how to contact you?

09:27 AM | Visitor: I don't want to contact you. Do you understand that? I want to know why your contacts don't include a work number?

09:27 AM | Visitor: +442382*****

09:27 AM | Visitor: [Image "%D0%9D%D0%BE%D0%BC%D0%B5%D1%80+%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D0%B0.png?expires=1723100400&signature=dda1859d2701170ff19f719a8cb00b80e5bcf08f4839f0f7dacdc102a93b2eea"]

09:28 AM | Kristiyan from BetPlays.com: I will check with the relevant department. If there is anything else we can help with, you can reach out

09:29 AM | Visitor: Now that's a different story. False information has been provided. It needs to be corrected.

09:30 AM | Kristiyan from BetPlays.com: I will check with the relevant team

09:31 AM | Visitor: When will this be fixed?

09:32 AM | Kristiyan from BetPlays.com: I do not have a timeframe currently

09:32 AM | Visitor: This is not news to me.

09:33 AM | Kristiyan from BetPlays.com: If there is anything else we can help with, you can always reach out

09:34 AM | Visitor: Yes of course. I'm with you until the end.

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Exported from BetPlays.com on August 8, 2024 at 09:34 AM Sofia time EEST (GMT+0300)

I recently contacted Guru Casino support asking to check their license and the presence of the CEG seal, but unfortunately I received an answer that did not satisfy me. The answer said that everything was fine and the CEG seal was in place. However, this statement was made without any evidence. I personally checked the link provided to me https://betvips.io/ and did not find the CEG seal on the site, which should confirm the authenticity of the license. This attitude towards customers raises doubts about honesty. I hope that in the future, the support service will be more attentive to requests and give convincing answers

I visit the link https://betvips.io/ and see the following:

The CEG seal is missing. On the mobile phone, it appears for the first few seconds and then disappears. I managed to spot it and access the site. Here are the screenshots.

This URL is not verified. It is not controlled by ADR. All consequences come and go. It becomes clear to me now. Why is this casino mocking me like that

Hello djcentigor,

Please forward only information relevant to the case. Do you have currently any pending withdrawal? Did you ever receive any tournaments winnings in the past? If yes, how long after it has finished?

1. Currently, there are no pending withdrawals on my account.

2. In the past, I have participated in your tournaments multiple times, won prizes, and successfully exchanged them in the store.

3. Recently, I won a tournament, securing the first place with a prize of 20,000 [currency]. However, after this, I encountered an issue: all my prizes suddenly disappeared, and I was removed from the loyalty program. (Participation in the tournament requires registration, and if I had been removed from the loyalty program before my win, I would not have been able to register.)

It is clear that after my win, the casino deemed this amount too large and decided not to pay out the prizes. I find this to be unfair, as the prize was won honestly in accordance with the tournament rules. My removal from the loyalty program appears to be an attempt to avoid paying me the winnings I am entitled to.

I request that you review this situation and take action to restore my rights. I also hope to regain access to the loyalty program and receive all the prizes that are rightfully mine.

Offers are coming in. Promotions are working. The casino just doesn't want to pay out tournament winnings.

Here the operator is lying. The points earned have no expiration date and are displayed in the upper right corner. This operator stole my points and my tournament winnings

The casino clearly doesn't want to pay and clearly doesn't want to see me among its clients.

BetPlays Casino: Another lie

You have won the 1st prize for our Daily 20k Tournament!

09:42 PM | Abella from BetPlays.com: As it was already explained to you, This means that you even seeing that tournament is a visual bug and that you haven't won anything.

Hello djcentigor,

Before we would get in touch with the casino, is there any tab within the casino account where it is visible how many comp. points and when did you receive them (some kind of comp. point history)?

Thank you, Guru Casino, for your incredible "speed" and "attentive" handling of my complaint. I’m truly amazed at how quickly and "efficiently" you resolve issues.

If you were attentive and interested in helping the player, you would have seen this screenshot.

I had 5170 points on my account, which I earned honestly by playing casino games. Registration in the tournament is paid for points. (I don't remember the cost at the moment, but no more than 1000) I registered in the tournament for points. And took first place. A notification came.

And this one

After that all my achievement points were reset. All history was gone. Comppoint history, deposit history. All erased. I deposited over $2,000 USD into this casino and for that I got a month of waiting for $400 USD. And that's according to your criteria <Honest and safe casino> With a high rating.

At the moment this casino has stolen everything I have earned since May and also deprived me of participation in the VIP program. And all this in order not to pay me my prizes

I want to clarify one more point. There is no confidential information in my writings and screenshots. I have nothing to hide. Open all classified files.

Got in a hurry

Поторопился

Dear djcentigo,

If you click on the Comp points and check it's terms, you can see that the points really does have expiration date.

However, if the tournament ended only this month, the points should not have expired and the remaining points were deducted.

To clarify the situation with the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

I would also like to remind you that we have hundreds of complaints in progress at a time and we help for free so the "attitude" isn't necessary.

Wish you best luck resolving it.

Regards,

Nick

. You have done a great job these past two weeks.

Thanks a bunch.

It has been two weeks since I filed my complaint and I have not received a response. Moreover, after two weeks of inaction, Guru Casino has replaced the specialist who was handling my case and now another employee has been assigned. As far as I understand, they have not even contacted BetPlays Casino. This behavior raises serious doubts about their willingness to resolve the dispute fairly.

Прошло две недели с момента подачи жалобы, а ответа я так и не получил. Более того, после двух недель бездействия Guru Casino сменило специалиста, который занимался моим делом, и теперь назначен другой сотрудник. Насколько я понимаю, они даже не связывались с казино BetPlays. Такое поведение вызывает серьезные сомнения в их готовности разрешить спор справедливо.

Dear djcentigo,

I'm Michal, and I have taken over your complaint. Despite your previous history on our forum and not the nicest behavior, including doubting our procedures, we allowed you again access to our forum and we are open to providing our assistance in the hope of helping you solve your problem with Betplays Casino. You need to please understand that it is not always possible to respond to you promptly that's why as part of our standard procedures we have the timers in place. Believe it or not, I am already in contact with the casino team, and we are actively investigating your case. Currently, there is limited information available to share, and I do not find it appropriate to disclose anything at this time. I hope you understand that.

I look forward to providing you with further updates as soon as they become available.

Dear BetPlays Casino,

I would be grateful if you could provide a clearer explanation of the situation that has arisen.

I apologize if you thought I was rude. I have seen so many lies and deceit over the past year. If someone lies to you looking you in the eye, I am not sure you would remain silent. I am a straightforward person and always say what I think, I have no intention of offending anyone.

Прошу прощения если вам показалось что я груб . Я видел столько лжи и обмана за прошедший год если вам лгут глядя в глаза , я не уверен что вы бы промолчали. Я прямой человек и говорю всегда то что думаю, у меня нет умысла обидеть кого либо

Dear Casinoguru,

Due to inappropriate behaviour the customer was excluded from our promotional offers, including BP Camp. Due to a glitch in the system, the customer saw BP Camp and took part in a tournament they shouldn't have. It was explained to him on chat multiple times that this was a glitch in the system and that these points could not be credited to his account.

After checking the customer on the casinoguru website, we found that you have permanently banned him. Please act accordingly.

https://betplays.com/rules/en/112233/19514

Bonus T&Cs-->Promotional Terms-->Rule 3. Betplays reserves the right to exclude certain customers from eligibility for any of its promotional offers/bonuses or limit any specific customer’s stakes, markets, and odds at its sole discretion.

Regards,

BetPlays Team

Thank you for your response, BetPlays Team.

Given the situation and our prior interactions with the player, we concur with your methodology. We recognize that you have implemented the aforementioned rule, which aligns with industry standards, and we fully accept this approach.

Dear djcentigo,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified. The actions taken by the casino team were in accordance with the established regulations, which were previously communicated to you.

While you are welcome to express your disagreement with our decision and escalate your complaint to the licensing authority if you choose, we regret to inform you that we cannot offer any additional assistance regarding this matter.

As you might know, your account at our forum was once again closed because of your behavior which was not in line with our community standards.

I wish you the best of luck in your future gaming pursuits.

Bets regards,

Michal

Casino Guru