I had closed my account due to losses! Months later, I forgot about this and registered again without realising that I had closed it before! I deposited 50 Euros via cashtocode! My inquiry (to reopen the account or to withdraw funds) remained unanswered for 6 hours! These are thieves! How is it possible to deposit into a closed account and then not even get a response????

Ich hatte mein Konto aufgrund von Verlusten geschlossen! Monate spater habe ich das vergessen und mich erneut registriert ohne zu wissen das ich es geschlossen hatte! Ich zahlte 50Euro mit cashtocode ein! 6 Stunden blieb meine Anfrage zu ( Konto wieder ?ffnen oder Auszahlen unbeantwortet ) Das sind Diebe! Wie ist es M?glich in ein geschlossenes Konto einzubezahlen und dann nicht mal eine Antwort zu bekommen????

Dear sesea,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betandplay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you were able to register in the same casino as previously with the original email address?
• Do I understand correctly your deposited funds are left in the casino untouched at the moment?
• Could you please send me the communication you sent to the casino? My email is [email protected]
• Have you received any response since?

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

Best regards,

Tomas

Dear sesea,

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.

Yes, it was the same email address and I'm still waiting for the refund

ja es war die selbe mail adresse und ich warte immer noch auf die rückzahlung

Please understand we need to have a complete picture of the situation before we proceed to contact the casino.

Could you please forward your most recent communication in which the casino responded regarding the issue? Please send it to my email at [email protected]

I'll await your response.

Dear sesea,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.