Betrophy Casino - Вывод средств игроком задерживается, и никакой обратной связи не поступает.

Hello,

I have already read your posts about Betrophy. This is the reason why I am only contacting you now.

I requested my first withdrawal two weeks ago. After a week without any response or payment, I unsolicitedly sent photo ID, a bank statement, and a photo of my bank card to the responsible KYC department. To date, I have received no confirmation as to whether the documents are sufficient or if anything is missing.

Today I tried to contact them via live chat five times to ask for help. But, like everyone else, they just gave me the standard line that another department handles the payout, that I should keep an eye on my inbox and wait.

also the route via [email protected] I was unable to find a solution. Here too, I was only given assurances that they understood my situation and that the relevant department would contact me.

In summary, I haven't received any feedback regarding payment or verification for two weeks now. Is there any hope of a payout, or should I assume the money will never be paid out?

Hallo,

ich habe Eure Beiträge zu Betrophy bereits gelesen. Dies ist der Grund, warum ich mich jetzt erst melde.

Ich habe vor zwei Wochen meine erste Auszahlung beantragt. Nach der ersten Woche ohne Rückmeldung oder Auszahlung habe ich ohne Aufforderung ein Lichtbild Nachweis, Kontoauszug und Foto meiner Bankkarte an die Zuständige KYC zugestellt. Es kam bis heute keine Rückmeldung, ob die Nachweise ausreichen oder ob noch was fehlt.

Heute habe ich das 5x mit dem Livechat versucht zu kommunizieren bzw. Hilfe erfragt. Diese haben mich aber wie bei allen anderen auch nur mit dem Standardsatz vertröstet, dass die Auszahlung eine andere Abteilung macht, ich mein Postfach im Auge behalten soll und warten soll.

Auch den Weg über [email protected] konnte keine Lösung erfahren. Auch hier wird man nur vertröstet, dass man mich versteh, die jeweilige Abteilung sich bei mir melden würde.

Zusammengefasst habe ich jetzt 2 Wochen keine Rückmeldung bezüglich Auszahlung oder Verifizierung erhalten. Gibt es überhaupt noch Hoffnung für eine Auszahlung oder kann ich davon ausgehen, dass das Geld nie ausgezahlt wird?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Am I correct in understanding that you were not asked to undergo KYC verification, but you sent the documents to the casino on your own initiative?
• Did you accumulate your winnings with or without an active bonus?
• When was the last time the casino contacted you regarding the processing of your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Which games did you play to earn your winnings?

-> exclusively sports betting (basketball)

Do I understand correctly that you were not asked to complete KYC verification, but sent the documents to the casino on your own initiative?

-> Correctly, after the first week or feedback regarding my payment, I uploaded the documents or submitted them to the KYC office without being asked.

Did you achieve your winnings with or without an active bonus?

-> No, I used my deposit without a bonus.

When did the casino last contact you regarding the processing of your payment?

-> On February 11th, I wanted a statement regarding their advertising: "Enjoy hassle-free deposits and withdrawals with secure methods and fast processing times."

The answer was: "Dear xxx,

Thank you for reaching out and for providing detailed information.

We understand your concern regarding the timing of your withdrawal request. While our website and email communications indicate estimated processing times ("3-5 working days" and "fast processing"), these are guidelines for typical cases. Occasionally, certain requests may take longer due to additional verification checks, banking procedures, or other factors that ensure security and compliance.

Rest assured that we are actively monitoring your request and will process it as soon as possible. We truly appreciate your patience and understanding.

Thank you again for your feedback, and we remain at your disposal for any further questions.

Regards,

Monica S. | Customer Support"

Welche Spiele haben Sie gespielt, um Ihre Gewinne zu erzielen?

-> ausschließlich Sportwetten (Basketball)

Verstehe ich das richtig, dass Sie nicht zur KYC-Verifizierung aufgefordert wurden, sondern die Dokumente aus eigener Initiative an das Casino geschickt haben?

-> Korrekt nach der ersten Woche oder Rückmeldung zu meiner Auszahlung habe ich ohne Aufforderung die Dokumente hochgeladen bzw. an die KYC-Stelle übermittelt.

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus erzielt?

-> Nein ich habe meine Einzahlung ohne Bonus genutzt.

Wann hat das Casino Sie zuletzt bezüglich der Bearbeitung Ihrer Zahlung kontaktiert?

-> Am 11.02. Ich wollte eine Stellungnahme auf deren Werbung "Genieße problemloses Ein- und Auszahlen mit sicheren Methoden und schnellen Bearbeitungszeiten"

Die Antwort war: " Dear xxx,

Thank you for reaching out and for providing detailed information.

We understand your concern regarding the timing of your withdrawal request. While our website and email communications indicate estimated processing times ("3-5 working days" and "fast processing"), these are guidelines for typical cases. Occasionally, certain requests may take longer due to additional verification checks, banking procedures, or other factors that ensure security and compliance.

Rest assured that we are actively monitoring your request and will process it as soon as possible. We truly appreciate your patience and understanding.

Thank you again for your feedback, and we remain at your disposal for any further questions.

Regards,

Monica S. | Customer Support"

My payout has now been confirmed. However, we only transferred €2,250 instead of €5,000.

Jetzt wurde meine Auszahlung bestätigt. Haben wir aber nur 2.250 Euro anstatt 5.000 Euro überwiesen.

Hello Baller90,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for reaching out to us.

After checking your account, we would have to inform you that winnings in the amount of 2,749.21 EUR were adjusted due to the application of the cashback bonus amount witch is 125 EUR.

In accordance with our Terms & Conditions the maximum cashout amount for winnings generated with a real cash Cashback Bonus is ten times the amount received or up to a maximum of 5,000 $/€, whichever is the lesser amount.

As you have received a 125 EUR cashback bonus, the maximum withdrawal amount derived from this bonus is 1,250 EUR (10x the bonus amount). Therefore, any winnings exceeding 1,250 EUR generated from the cashback bonus have been removed in line with the stated terms and conditions.

Should you require any further clarification, our support team remains available to assist you 24/7 via live chat and email.

Regards,

Annie L. | Customer Support

Dies war deren Antwort auf meine Frage warum nur die hälfte knapp ausgezahlt wurde. Ich wurde bei der Auszahlung nicht informiert, dass über 2.750€ Euro einfach gelöscht werde. Ich hätte doch niemals 5.000€ ausgezahlt, wenn ich wüsste das über die Hälfte einbehalten wird.

Dazu musste ich fast 3 Wochen bis zur Auszahlung warten.

Thank you for keeping me updated. Could you please send me a screenshot or a link to the cashback bonus you activated and played with?

Have you reviewed the terms and conditions of this cashback bonus to check if there is a maximum win limit applied?

I would like to emphasize that, according to our Fair Gambling Codex, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us.

Hi,

I don't have a screenshot. I also never actively selected a bonus. In fact, I always selected that I didn't want a bonus.

Hi,

ich habe keinen Screenshot. Ich habe auch nie einen Bonus aktiv ausgewählt. Ich habe sogar immer ausgewählt, dass ich keinen Bonus will.

Thank you for your reply. Please send me a screenshot of your bonus history from your account.

Dear Baller90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru