What Happened
A player from Germany says they told Betplay about a gambling addiction and money troubles and asked for part of their losses back as a goodwill gesture, first half, then just the last €3,300 deposit. Betplay replied that deposits are final and no refunds are possible, and suggested professional help. The player also says the account was never blocked and that about €5,455 went in after a 22 May message they count as their first warning to the casino. When the mediator asked Betplay to respond, it never did.
How It Developed
- 2025-05-30Complaint opened. The player threatened legal action through a claims firm unless the casino offered something.
- 2025-06-03The player posted the full email exchange: a refund request, then Betplay's refusals citing its terms.
- 2025-06-15The mediator asked whether 30 May was the first time the casino heard about the addiction, whether deposits continued afterwards and whether the account was still open. The player said access was still open and that a message had been sent on 22 May.
- 2025-06-23The mediator read the 22 May message and said it was mainly about the casino's lack of a German licence and a refund demand; the player confirmed there was no earlier proof of telling the casino about the addiction.
- 2025-06-30The case passed to a resolver, who asked Betplay to respond.
- 2025-07-14With no reply after an extension, the complaint was closed as unresolved. The mediator noted Betplay is unlicensed with a low safety index.
Unresolved
Betplay never answered the mediator; the refund request for losses after the addiction disclosure went nowhere.
What Has (and Hasn't) Helped
Nothing from the casino. The mediator did set out the test: a refund needs a clear message about a gambling problem sent before the deposits you want back. Here the only earlier message was a legal demand, and the casino did not engage at all.