Betrahen Casino - A retirada do jogador está atrasada.

The online casino shows that the withdrawal was successful, but I did not receive it. I contacted customer service several times through different channels, but received no response.I think the online casino is deliberately cheating and refusing to pay.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you provided the casino with any proof that the payment did not arrive? For example, a bank or payment provider statement showing no incoming transaction.

If so, how did the casino respond to this evidence, if at all?

Have you previously used the same withdrawal method with this casino successfully?

Have you received any confirmation emails or messages from the casino regarding your withdrawal?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have sent the email communication record to dominika.l@casino.guru and look forward to your reply.

Dear player, could you please provide clear proof that the funds have not arrived from the date of the withdrawal until now? Ideally, this would be a bank statement or payment provider report covering the period from the withdrawal date to the present, showing no incoming payment from the casino.

I withdrew my money through cryptocurrency. Since the casino did not provide me with the TXID for querying the block chain transaction, I cannot contact the payment platform fulgurpay to verify the transaction. I have sent you the detailed explanation and proof via email.

Dear player, could you please confirm whether you entered the correct wallet address when making the withdrawal?

Has the casino responded to your request for the TXID (transaction ID)?

Can you please provide a screenshot or statement from your crypto wallet or provider clearly showing that the payment has not arrived?

I confirmed that I entered the correct crypto wallet address, as the transfer would not have been successful if the address was incorrect. The casino did not respond to my request for the TXID. I filed a complaint because I suspect the transaction never took place and was simply falsely marked as completed. Neither the casino's electronic currency payment provider, Fugurpay, nor my electronic currency receiving platform, OKX, could prove the transaction occurred without the TXID.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear liuminghao081447,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betrahen Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://gamingcontrolanjouan.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana