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The casino refused to pay out my winnings of 60,000 euros after six months of playing, blocked my account, and informed me that my winnings were forfeited. Please help.

Casino odmítlo vyplatit výhru ve výši 60 tisíc eur, po půl roce hraní, zablokovalo účet a napsalo ze výhry propadli. Prosím o pomoc.

Dear pavelbina93,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BetPlays Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate?

• Why did the casino block your account?
• How exactly did you accumulate your winnings?

I will be waiting for your reply patiently.

Best regards,

Nick

The casino sent me an email that I violated the terms and conditions, but didn't write a specific reason, just pointed me to the casino's general terms and conditions. I won through successful sports bets and slot machine wins. I have not violated anything on my part.

Casino mi poslalo email, že jsem porušil podmínky, ale nenapsalo konkrétní důvod, jen mě dokázalo na obecné podmínky casina. Výhry jsem získal díky úspěšným sportovním sázkám a díky vyhrám na automatech. Z mé strany jsem nic neporušil.

Dear Pavelbina93,

According to the casino's terms, your account was closed due to the detection of multiple accounts. Could you please confirm whether you have ever created more than one account at this casino? Additionally, have you played from someone else’s device, or has anyone else used your device to play at the casino?

If possible, please forward any further explanation from the casino to nikolas.b@casino.guru.

I look forward to your response.

Kind regards,

Nick

I didn't have any more accounts, I played from PC and mobile, sometimes I started on my work PC. That's it, are you telling me that the player is not allowed to log in, from another device? Thanks for checking

Více účtu jsem neměl, hrál jsem z PC a mobilu, občas jsem zapl na pracovním PC. To je vše, tím mi chcete říct, že hráč se nesmí přihlásit, z jiného zařízení? Dekuji za prověření

Dear Pavelbina93,

You are allowed to play from a different device but only if nobody else uses it to play in the same casino. If somebody else has used your work PC to login into his account at BetPlays, it counts as multiple accounts.

Is there any additional communication between you and the casino which you can forward? If not, we will try to reach them.

Regards,

Nick

I sent everything to you by email, they didn't want to talk much with me, and what you write is not my case. I really didn't violate what you state. I am asking for a solution to this situation. Thank you

Vše jsem vám poslal na email moc se semnou nechtěli bavit, a to co píšete není můj případ. Opravdu jsem neporušil to co uvádíte. Prosím o reseni dane situace. Dekuji

Thank you Pavelbina93 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

I would like to warn you that if your account was closed due breaching any of the sports betting rules, we won't be able to further assist you as we deal only with casino related matters.

Wish you best luck resolving it.

Regards,

Nick

Hello Pavelbina93,

I'm Michal, and I have taken over your complaint. I have reviewed your case and 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,

I would appreciate it if you could provide further details regarding the closure of the player's account. Specifically, what actions or gameplay by the player were identified as violations of the terms and conditions? If the information cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Dear Michael,

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

Best Regards,

BetPlays Team

Dear BetPlays Casino,

Thank you for your email. I have requested additional information to gain a clearer understanding of the situation. I look forward to your clarification.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Pavelbina93,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created in quick succession one after another from the same or very similar IP address, same device (same device ID), and engaging in the same or very similar gameplay and claiming the same bonuses. Under these circumstances, I will not be able to help you, and this complaint will now be rejected. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions outlined in Rule 3. and Rule 16, as communicated by the casino team earlier. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru