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Good evening,

Unfortunately, I'm having problems with Betandplay.

My account there has been closed.

I received no information as to why.

From one day to the next, I could no longer log in.

It had been fully verified.

Unfortunately, emails are not answered. I'm simply being ignored.

I hope you can help.

VG

Guten Abend,

leider habe ich Probleme mit Betandplay.

Dort ist mein Konto geschlossen worden.

Habe keinerlei Info bekommen warum.

Von heute auf morgen konnte ich mich nicht mehr einloggen.

Es war vollständig verifiziert gewesen.

Auf Emails wird leider nicht reagiert. Ich werde dort einfach ignoriert.

Ich hoffe ihr könnt helfen.

VG

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Herti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you first notice that your account was closed?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Good evening Petra,

I mean, one day later than the last time I logged in.

I played there with and without a bonus, and also did sports betting.

Most popular, however, are live casino games, roulette, and blackjack.

Also slots from BG and Pragmatic. Basically, pretty much the entire range.

Best regards

Guten Abend Petra,

ich mein ein Tag später als ich mich letzte mal eingeloggt habe.

Hab dort mit und auch ohne Bonus gespielt, Sportwetten auch.

Am meisten jedoch Live Casino, Roulette und Blackjack.

Auch Slot von BG und Pragmatic. Eigentlich so ziemlich das komplette Angebot.

Viele Grüße

Thank you for your reply and for providing the previous details, Herti.

• Could you please provide your game history?
• Even though you mentioned that you haven’t received any response regarding the closure of your account, could you please share any other communication you may have had with the casino? This can include screenshots, emails, or chat records. You can send all the documents to [email protected] or upload the screenshots directly to this thread—whichever is more convenient for you.

Thank you again for your cooperation.

Hello Petra,

Unfortunately, I cannot provide a history because I cannot log in.

I'll send you the email history.

Hallo Petra,

Leider kann ich keine History bereitstellen da ich mich nicht einloggen kann.

Den Email Verlauf lasse ich dir zukommen.

Thank you for your reply and for providing the previous details, Herti.

• To clarify your case, could you please confirm whether you are a new player or if you already have an account with the casino?
• Could you please let me know which verification documents you have submitted?
• Additionally, could you please send me a screenshot showing the error or failure message you receive when attempting to log in to your account? You can send me all the documents to: [email protected] or post it directly to the thread

Thank you again for your cooperation.

Hello Petra,

I had an account there which has now been closed. When I try to log in, I get an error message saying that my account is deactivated.

My account there was fully verified, and I was also notified of this via email.

Best regards

Hallo Petra,

ich hatte ein Konto dort was jetzt geschlossen worden ist. Versuche ich mich einzuloggen kommt eine Fehlermeldung das mein Konto deaktiviert ist.

Mein Konto dort war vollständig verifiziert, dies wurde mir auch per Email so mitgeteilt.

Viele Grüße

Thank you for your reply and for providing the previous details, Herti.

It appears that your account has been locked due to multiple incorrect password attempts.

• Have you tried resetting your password using the link sent to your email in order to regain access to your account? If so, could you please confirm whether you successfully confirmed your new password after resetting it?
• Additionally, could you please forward the above-mentioned email confirming your full verification?

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petra,

I forwarded you the email with the verification details.

If I go to "Reset password", I can change the password.

However, the error message still appears:

This account has been deactivated.

Hallo Petra,

habe dir die Email mit der Verifizierung weitergeleitet.

Gehe ich auf Passwort zurück setzen, kann ich zwar das Passwort ändern.

Es kommt aber weiterhin die Fehlermeldung:

Dieses Konto wurde deaktiviert.

Dear Herti

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Herti,

I am so sorry to hear about your problem with the Betandplay Casino.

I would like to inform you that the casino has already provided some information regarding your case. I will let you know about the next steps after I review it.

Dear Herti,

According to the casino’s email, it seems like the problem might be related to the bonus you have taken.

Is there a possibility that you played with a casino bonus and made sports bets using the same balance?

Hello Igor,

I played both with and without a bonus.

However, I only placed sports bets using my real money balance.

VG

Hallo Igor,

ich habe sowohl mit als auch ohne Bonus gespielt.

Sportwetten habe ich jedoch nur meinen Realen Guthaben gesetzt.

VG

Dear Player,

After a thorough review of the evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint and must reject it as unjustified.

Our assessment identified strong indicators of fraudulent gameplay patterns, suggesting an intention to gain an unfair advantage over the casino’s systems and other players. This includes, for example, placing sports bets while an active bonus was applied, which is explicitly prohibited under the casino’s Terms and Conditions.

Due to confidentiality and security reasons, we are unable to disclose further details of our findings. Please note that this decision has been unanimously agreed upon by our internal team and is final.

For future reference, we strongly recommend carefully following the casino’s stated Terms and Conditions and refraining from engaging in any strategies intended to gain an unfair advantage.

I am sorry that we could not be of more help on this occasion.

Thank you for your understanding.