What Happened
A player from Germany says Betplay.io closed their first account at their request because of a gambling problem, then let them open a second one with a new email. When they told support about the relapse, they say the agent simply asked whether they wanted to keep the new account, wished them luck, and only blocked it after heavy further losses. The listing puts the amount at €20,000.
How It Developed
- 2025-01-06Complaint opened. The mediator quoted the casino's responsible-gaming clause and asked about verification and access.
- 2025-01-07The player said the first account had been verified and closed specifically for addiction, and that both accounts used the same personal details.
- 2025-01-23The player could not find the original self-exclusion request but sent the casino's reply and chat logs by email.
- 2025-01-29The resolver asked Betplay.io to respond; the deadline was extended, then the mediator tried outside the thread.
- 2025-02-19No answer came. The casino has no valid licence or ADR body to appeal to, so the case was marked unresolved; it can reopen if the casino reacts.
Unresolved
The casino never answered the mediator; no money is held, since the claim is for losses made after the self-exclusion.
What Has (and Hasn't) Helped
Nothing could be forced: Betplay.io never answered, and with no licence there is no regulator to go to. Keep a copy of any self-exclusion request you send, because the mediator asked for it first and the player could not find theirs.