BetPlays Casino - Das Konto des Spielers wurde gesperrt.

I won €900 from free spins and then I wanted to withdraw and my account got deleted

Ich habe durch Freispiele 900 Euro gewonnen und dann wollte ich auszahlen und mein Konto wurde gelöscht

Dear zyp7kfdt5n,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you redeemed any free bonuses from this specific casino in the past? Do I understand correctly that your winnings have been accumulated from Free Spins solely? Was your account successfully verified?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

Dear zyp7kfdt5n,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello zyp7kfdt5n,

Can you please provide your username so we can check?

Best regards,

Betplays Team

Thank you, Betplays Casino Team, for your assistance.

Please see below the player's username: Norber

Dear zyp7kfdt5n,

Could you please advise if you redeemed any free bonuses from this specific casino in the past? Do I understand correctly that your winnings have been accumulated from Free Spins solely? Was your account successfully verified?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Hi,

The user Norber created multiple accounts to claim free spins (from the FS offer we had at casino guru) - screenshot attached.

By doing that, he passed both user T&Cs for Multi Accounts and the bonus T&Cs (screenshots attached of the exact terms).

Therefore, and as mentioned on the T&Cs he signed off on - we blocked his account.

The user deposited 25$ via Mifinity, we are happy to refund this deposit as the account was closed.

Thank you very much, Betplays Casino team, for your assistance.

Dear zyp7kfdt5n,

If this is the case, I'm afraid we won't be able to help you. Could you please comment on this situation?

Dear zyp7kfdt5n,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.