Question: As a player from Kazakhstan, if I face injustice from an online casino, can I expect a fair resolution of my complaint by the regulators? What are the chances of achieving justice through platforms like Guru Casino and AskGamblers, which offer opportunities to dispute casino decisions and help players protect their rights?

Answer: Unfortunately, the chances of obtaining a fair resolution from casino regulators for a player from Kazakhstan are indeed quite slim. There is an opinion that the AskGamblers platform, which at first glance seems to be intended to protect the interests of players, sometimes might shield dishonest operators and give them high ratings. For instance, in the case of BetPlays Casino, AskGamblers refused to assist with resolving my issues and continues to give this operator a high rating despite its questionable behavior.

Now, my last hope is with Guru Casino. Let’s see what verdict they will deliver. I would like to remind you that BetPlays Casino has treated me with disregard as a player, creating various difficulties both in receiving winnings and during the gaming process.

Case Summary:

A player from Kazakhstan reports the disappearance of 5,000 comp points and tournament winnings from his account at BetPlays Casino, asserting that he did not make any transactions related to their loss. The player requests an investigation to recover the stolen points and winnings.

Written by:

Nick, Complaints Specialist

Recently, I won a tournament and secured first place with a prize of 20,000 coins. However, shortly after, I encountered a serious problem: all my rewards suddenly disappeared, and I was removed from the loyalty program. It’s important to note that registration in this program was required to participate in the tournament, and if I had been excluded before winning, I wouldn’t have been able to enter.

It seems clear that after my victory, the casino found the prize amount too high and decided not to pay out my winnings. I believe this is unfair, as the prize was won fairly and in full compliance with the tournament rules. My exclusion from the loyalty program appears to be an attempt to avoid paying the legitimate winnings.

I request that you review this situation and take the necessary steps to restore my rights. I also hope to regain access to the loyalty program and receive all the rewards that rightfully belong to me.

Hi, I guess I'd start by saying that I doubt the casino will write you back here. If you're interested, you can check this thread right here: https://casino.guru/forum/casinos/betplays-casino---general-discussion to see other gaming experiences. The casino hasn't replied there either, so I wouldn't expect a response in this case.

Anyway, about your situation, you wrote to the casino and still none of the prizes you were promised are in your account, yes ? According to the message you received, the first prize was 20,000 points ? Have you ever participated in a tournament and managed to win before ? 

I also see that you have a complaint, so let's see where the team gets us. I will wish you the best of luck to get everything sorted out and you get your points.

Yes, I regularly participated in tournaments and promotions, winning prize places. I used points for purchases in the store and was just steps away from obtaining VIP status. It seems the casino decided that the prize was too big for me and chose to strip me of my privileges rather than pay out the prizes I won.

I look forward to the verdict of your complaints team. I invested quite a lot of money in this casino, and I did not think that it would be a scam.

Thank you for your reply. So when you won a tournament, did you always get points normally or did you ever have a similar situation as now ?

I'm also curious how it all turns out and I'll definitely keep following it. 

I hope it will be solved.

I saw that Nick asked you about the history of, let's say, the comp . point history showing up somewhere. You wrote that the casino deleted it, so you had something like that in your account and could you see it if you got some more points? I also find it strange that you can't even see the deposit history. So we'll see what we can sort out and hopefully it will all work out. 

It's been two weeks since I submitted my complaint, and I still haven't received any response. Moreover, after two weeks of inaction, Guru Casino has changed the specialist handling my case, and now a different staff member is assigned. From what I understand, they haven't even contacted BetPlays casino yet. This kind of behavior raises serious doubts about their willingness to resolve the dispute fairly.

It happens very often that the complaints specialist is changed. Nick, who's been in charge of your complaint previously, is a part of the 1st response department. That means his job is to get some initial info, making sure that we have some decent basis for the case. Then there should be a point where the case gets transferred to another person who doesn't deal with so many cases at the same time (compared to the 1st response employees), but they can invest more time into dealing with fewer cases.

As you can see in your case, Michal already contacted the casino and he's waiting for their reply

https://casino.guru/betplays-casino-player-s-comp-points-and-winnings

05:49 PM | Isabelle from BetPlays.com: We processed it as a refunds as it was an easier way to process the funds to you. 

Your funds will reflect in your bank anytime from now as it has been paid out from our end.

05:49 PM | Isabelle from BetPlays.com: Igor, this will not affect your play on our website. 

You are still eligible to receive bonuses, points etc.