Betplay froze our accounts and refuses to release $2950 without any real explana

[burain]

I’m seriously frustrated with Betplay right now, and I need some advice. They’re currently holding $1700 from my account and $1250 from my friend’s account — and they’re refusing to give a proper explanation.

Here’s what happened:

I started using Betplay recently and everything worked fine for a few days.

On the evening of April 6th, I requested a withdrawal of part of my balance.

The next morning (April 7th), my account was suddenly blocked.

When I contacted support, they accused me of using multiple accounts — which is completely false.

My friend, who also used Betplay and may have at some point connected through the same Wi-Fi, had his account banned on the same day. His balance of $1250 is also locked.

We both reached out to support and offered to send full KYC documents, proof of address, and anything else they needed to verify that we are two different people.
But their response has been totally unprofessional — just the same copy-paste message about violating their terms, no proof, no explanation, and they claim the decision is final.

Has anyone else experienced something like this with Betplay? Any advice on how to escalate this or get our money back would be really appreciated.

[Coyster]

My friend, who also used Betplay and may have at some point connected through the same Wi-Fi, had his account banned on the same day. His balance of $1250 is also locked.

I have never played in Betplay, but i am certain that this is the reason. The casino has analysed your IP addresses and they are somewhat similar, and they believe the two accounts are run by the same person. Casinos cannot be 100% sure of multi-accounting, but they will take action if something raises their suspicion.

That said, you can also make a complaint in Casinoguru, and i'll ask @holydarkness if he has any advice for you. BTW, you should post screenshots of your chats with support to be sure of your story.

[khaled0111]

My friend, who also used Betplay and may have at some point connected through the same Wi-Fi

Sorry to hear about your bad experience, OP.
But here's what their terms say about multiple accounts accessing the casino from the same IP (multiple accounts per household):

We may terminate or suspend your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms and Conditions.
§ Multiple accounts per household, IP/Subnet or users deemed to be the same person made in order to trick or game Betplay's system in any way are not allowed and will be discarded without warning.

You mentioned that you and your friend might have used the same Wi-Fi network to access the casino. In that case, all you can do is try to prove that you're not the same person (through KYC) and that you weren’t trying to abuse their bonuses or gain an unfair advantage over them.
I believe if you didn’t claim any of their bonuses or play their poker games, that might help your case.

[Coyster]

You mentioned that you and your friend might have used the same Wi-Fi network to access the casino. In that case, all you can do is try to prove that you're not the same person (through KYC) and that you weren’t trying to abuse their bonuses or gain an unfair advantage over them.

That is all that is left for OP to do, but it is going to be hard to come out of this one successfully. I have a feeling that many casinos are looking for the slightest reason to block withdrawals and accounts, i am not supporting OP here, i mean, it is possible that OP might even be guilty, what i am saying is that casinos are very quick to pull the trigger mostly when people win big and want to withdraw their winnings.

[Bitcoin_Arena]

You mentioned that you and your friend might have used the same Wi-Fi network to access the casino. In that case, all you can do is try to prove that you're not the same person (through KYC) and that you weren’t trying to abuse their bonuses or gain an unfair advantage over them.

That is all that is left for OP to do, but it is going to be hard to come out of this one successfully. I have a feeling that many casinos are looking for the slightest reason to block withdrawals and accounts, i am not supporting OP here, i mean, it is possible that OP might even be guilty, what i am saying is that casinos are very quick to pull the trigger mostly when people win big and want to withdraw their winnings.

If OP is being real, he actually claims the offered to do Full KYC verification, but the support did not give a damn

BUT OP is also to blame, and he exactly knows why the accounts were flagged and blocked, especially for the fact they could be connected using the same IP address. It doesn't matter if it was a friend or family members. Some casinos are strict with this because they receive the same excuses from other cheats, so it's hard to know who is genuine and who is not.

[khaled0111]

...

That’s why most casinos do not accept multiple accounts per household/IP, even if they don’t belong to the same person. They make sure to add this clause to their terms because they know it’s almost impossible to verify, beyond a doubt, that the involved accounts belong to different people, even if identities are verified. There is always the possibility that an abuser could ask one of their friends or relatives to use their documents to verify the other account, and we've seen that happen before.

[Coyster]

It doesn't matter if it was a friend or family members. Some casinos are strict with this because they receive the same excuses from other cheats, so it's hard to know who is genuine and who is not.

You are correct that it is hard to know who is telling the truth, some people involved in multi-accounting will tell lies that it was their relatives or friends and not them, that said, it is also hard for the casinos to be certain if the accused person has more than one account or not.

What does this then do? It leaves the players at a disadvantage, the casinos control your deposits and withdrawal, and they can block your account because your brother registered an account on the same casino as you, without either of you even knowing that you're gambling in the same site.

[burain]

Thank you all for the replies, about the wifi, I'm pretty sure we weren't even on the same wifi connection, it was more just on mobile data side by side, so I absolutely don't understand the reason for the ban, here are the chats with support via email, they're from me and my friend. https://imgur.com/a/ijmdH4n