Hello!

Well, as you can see, it is. ?? And occasionally the casino representative does not seize the first opportunity to join the complaint. When it comes to this one, I just hope they are ready to explain their standpoint clearly - soon.

Hello, Radka.

Have you seen the casino's decision?

I don't know whether to laugh or cry.

Hello,

No, I have not - let me check that....

Oh, I see. The usual general approach is being applied without considering the specific or even the player.

By the way, requirements for 'fair and safe casinos':

For a casino to be classified 'fair and safe' by our review team, it must enforce the maximum bet rule for bonus play. This means that the casino's system must prevent players from placing any bet higher than the limit.

I'm disappointed right now, and I can understand why so many players dislike the casino's decisions. Losing one honest player due to such a trivial task just to represent the strong stance and preferring the terms applied to the letter is, in my opinion, a short-sighted decision. Given the circumstances, I would no longer choose to play there.

Hi Radka,

I appreciate your comment and understand the importance of maintaining the integrity of the rules. However, as a player who has always acted in good faith, I am disappointed to see that a single unintentional infraction - and without any advantage gained - is enough to lose the status of "fair and safe player" on the platform.

I would just like to emphasize that these over-limit bets occurred due to simple misinterpretations of the interface and a one-off test. In all the other thousands of bets I strictly adhered to the maximum bet of €5. The absence of automatic blocking in the casino system itself contributed to this mistake.

I appreciate all your support, but I'm afraid I don't know how this story will turn out. I just hope that the casino can be downgraded so that others don't make the mistake of playing on this platform called Betplays.

Hello,

This is a sad situation for both of us because, as I was trying to express, we have not found any strong arguments for voiding the winnings. From the casino's stance, it looks like they are quite ok with losing honest players just like that.

However, the rules have been breached, and the casino is not considered fair and safe with respect to our Codex; it is considered above average. As you can see, the casino prefers to apply such rules strictly without enforcing them at the software level. I wish one day this proactive enforcement would be a business standard...

However, I don't anticipate a significant downgrade; still, the rule has been breached after all. ??

Let's see how it all ends.

i just got this mail from them regarding a two year old case, that Casino Guru denied to help with.

---------

Dear XXXXX

We hope this message finds you well.

We are reaching out to you regarding your previous case with BetPlays. We have recently reviewed your complaint and the surrounding circumstances.

BetPlays is under new management, and one of our priorities is to reassess past issues and take steps to make things right where possible. After carefully reviewing your case, we acknowledge that the reopening of your self-excluded account should not have occurred, and we understand the distress this may have caused.

In an effort to resolve this matter fairly, we would like to refund the amount of 80 USD that you deposited and lost on our platform during that time.

Please provide us with the following details so we can send the funds to your bank account:

Recipient Name:

Recipient Address:

IBAN:

Thank you for your time, and once again, we sincerely apologize for the inconvenience caused.

---------

Could this be the turning point?

Hopefully ??

Please express yourself correctly. We didn't deny helping you; we just didn't have enough evidence to do much.

And, really, good on you that you got your money back from them. I hope it will keep you away from playing, though, so you don't get to any trouble. ??

Romsilva

as I wrote to you earlier, there was no chance of receiving the funds, in your case you broke the rules, so www.kpvfaw.com has to close the complaint as unjustified anyway, such weak and fraudulent casinos will never side with the player, for them, each such situation is a chance to profit, and certainly a company with such a reputation has few players,in some time it will probably disappear completely and be created under another casino name, so they don't care about the good reputation anymore, it's a short-lived project

this fraudulent entity has stolen hundreds of thousands or even millions from sports bettors, unfortunately there is no way to resolve disputes, the company has no license, the Comoros license means nothing, it is worth less than the piece of paper it was written on, so they can do whatever they want and no one will force.

Tyraxx.

Unfortunately, I'm beginning to realize that you're right on many points. Even though I followed all the steps and presented my side transparently, the decision ended up benefiting only the casino, even though it was acknowledged that there was no bad faith on my part.

It's frustrating to see that, even with a team like Casino Guru's that, in theory, is on the player's side, the conclusion always seems to lean towards the interests of the bookmakers. At the end of the day, if the casino doesn't want to cooperate, there's simply no practical consequence for them.

It's sad, but this experience has served as a lesson.

www.kpvfaw.com or this type of mediators are able to help in complaints vs better class casinos that care about their reputation, in the case of companies that don't care they are unable to do anything because they don't have any tools, they can only lower the reputation, however if the casino doesn't care about it, the mediators are helpless.

in your case the max bet rule was broken, unfortunately www.kpvfaw.com cannot do anything, it was already obvious from the beginning, it is a casino regulation which www.kpvfaw.com cannot interfere with.

even if you did it by accident and didn't gain anything from it, unfortunately they casinos will always take advantage...

My case is an example of this: there was indeed a technical violation of the rule, but without any real benefit to me and with plausible explanations for each situation. Yet both the casino and the mediator opted for a rigid reading, completely ignoring the context and the player's good faith.

I respect Casino Guru's work, but it's clear that when the casino doesn't cooperate, there's little or nothing that can be done. This is a lesson for me and other players about the risks of trusting platforms that show neither flexibility nor respect for the customer.

Hey guys. You were right. Another victim of BETPLAYS. But I can't help saying this. I appreciate the conclusion of the complaint, but I would like to express my deep dissatisfaction, not only with the outcome itself, but with the selective way in which Casino Guru seems to act in similar cases.

It is curious or worrying to see that there are other complaints almost identical to mine, involving the same violation of the bonus wagering limit, with casinos of the same reputation as BetPlays, and which have been resolved in a favorable way for the player. What changes? The player? The mediator? The interest in protecting or not protecting a particular brand?

This raises serious doubts about the consistency and transparency of the mediation process. Moreover, as Casino Guru itself acknowledged, there was room for a gesture of goodwill. BetPlays chose to ignore this and, in the end, the platform passively accepted it.

Saying that the "breach is in the terms" doesn't justify everything. If that were the case, any casino could hide clauses in an obscure corner of the site and then use them to selectively confiscate funds.

I urge players to draw their own conclusions, but let me make it clear: the experience was not a positive one. The feeling is that Casino Guru serves as a showcase of legitimacy for casinos that operate with clearly questionable practices.

More than that: the conversation with the casino is hidden from public view, removing transparency from a process that should be just the opposite: clear, neutral and fair.

So long.

Well you said it well, every case, even if it is similar or was, is not necessarily exactly the same. In some cases, and in this one too, I think you saw that Matej tried to negotiate a gesture of goodwill but failed. If you broke the max bet and it was maybe unknowingly with the fact that you didn't win anything out of it, then he was trying to help you. But we don't decide how it turns out. The casino stood behind the fact that you broke the rules and therefore didn't land on what we and you probably would have wanted. 

I'm sorry.

Anyway, whatever it was, you have to be careful in the future, because this is not the only casino where it could happen. We don't have the clout to make a casino do something they don't want to do, but if we feel it wasn't intentional like in your case, we try to help. 

Even though it may not always turn out the way the players want, like it did now, we always try. After all, some casinos will go along with the gesture and some won't. But if the rules have been broken, each one could appeal it, I think. 

Hello everyone,

I would like to know why my betplays review was rejected? You can't cover up the site on your platform. They have to be reported.

I tried telling you in the beginning.

Nothing will happen.

Nothing happened.

I read your case and frankly put, a legitimate casino doesn't let people hit over the max bet button.

How do I know? Maybe the experience I've had on over 250+ casinos including those that completely limited me from the sportsbook and forced me to play on the casino to finish my wagering to withdraw my money.

During those times I played on the casino, if the limit was 5 euro for a spin, it would never let me spin over 5 euro and would in fact end in an " error ". That is how an honest casino works. Reading how they treated you and casinogurus response. Laughable. But hey what do I know other than.. 250 casinos..

Betplays? Casino guru? Man. Wasted energy. They dont care. Will ban your account too.

Let me repeat my sum again so you realize what kind of gangsters betplays are.

6193 euro.

This isnt a legitimate casino and that 7.0 is a complete joke. Legitimate casinos dont send their workers to askgamblers, trustpilot and casinoguru to write fake reviews about their site.

As long as its a 7.0 casino guru is a joke.

The fact that my warning have to go through admins is ridiculous.

You will probably never get the real truth here since they seem to read and delete whatever is criticism.

I wrote you a long paragraph that has to go through mods.. great site.. great site to warn people.

tried telling you from day 1. got banned.

real / legitimate casinos don't let you spin over the max limit. It ends in an error spin that says max bet has been breached.

This limit can be even a 5 euro limit.

Betplays is a rogue casino

now go read the 5 star reviews on trustpilot and positive reviews on askgamblers.

all betplays own workers writing them.

now read the 1 star reviews on trustpilot.

Those are the real reviews / victims.

Unfortunately, we couldn't approve your user review as it was written about the same issue you filed your complaint about, and the complaint was rejected as "unjustified" because you violated the maximum bet limit.

We don't need to cover up anything, actually; if players violate the rules, we, of course, are on the casino side. ???♀?

We always encourage online casinos to implement this kind of warning into their system so breaching the maximum bet doesn't happen.

But also we always tell our users that it is very important to read the terms and not violate them, so the breach won't happen either.