Betriot Casino - A retirada do jogador foi adiada e os ganhos estão em risco.

The amount I won between November and December 2024 is the one indicated (about 70000/77000).

the first payments (of € 500 per day), always went through. After about ten days, they started not to work. I wrote repeatedly in chat and also by email, because after 4/5 days they came back (on the Betriot account).

each time, the answers were different and often the person answering was even annoyed.

when I wrote via email, I got no response.

I also asked my bank if they had blocked the payments, but the answer was that no payments had ever been blocked.

all of this, continued to generate great frustration.

when the payments started again, they no longer took two days to arrive on my card, but at least 4. And if before, the payments also occurred on Saturday or Sunday, later, cash on the weekend, sometimes even 7 days passed.

betriot, from what I understand, also has a certification regarding the limits that a player should set for himself and that the same Betriot company promotes to have a positive and relaxing gaming experience.

Let's not kid ourselves. Those who play on these sites/apps often have gambling problems. And they, towards me, have done nothing but instigate me to

continuous gambling, with this game of

Don't let the payments arrive. Because they know that a compulsive gambler will continue to play until he loses everything. The frustration I felt for this situation, actually led me to lose about 65,000. Without anyone from Betriot contacting me or helping me.

I also asked several times if it was possible to make a transfer of € 7,000, because it was expected. Every time I asked for this information, they could not tell me how to do it and when.

For me, this is pure and simple incitement to gambling.

I'm not asking to get all my money back, because I already know that it will be impossible.

but I wonder if at least a part of it can be recovered. Because I find their behavior unfair and bordering on illegality.

I really hope you can help me. Thank you!

La somma che ho vinto tra novembre e dicembre 2024 è quella indicata (circa 70000/77000).

i primi pagamenti (di € 500 al giorno), sono sempre andati a buon fine. Dopo circa una decina di giorni, hanno iniziato a non andare. Ho scritto ripetutamente in chat e anche via mail, perché dopo 4/5giorni tornavano indietro (sul conto Betriot).

ogni volta, le risposte erano diverse e spesso chi rispondeva era pure scocciato.

quando ho scritto via mail, non ho avuto risposta.

ho chiesto anche alla mia banca se avessero bloccato i pagamenti, ma la risposta è stata che non era mai stato bloccato nessun pagamento.

tutto questo, ha continuato a generare grande frustrazione.

quando i pagamenti, hanno ripreso ad andare, non impiegavano più due giorni ad arrivare sulla mia carta, ma Almeno 4. E se prima, i pagamenti avvenivano anche di sabato o domenica, successivamente, contanti il weekend, passavano a volte anche 7gg.

betriot, da quello che mi risulta ha anche una certificazione per quello che riguarda i limiti che un giocatore dovrebbe porsi e che la stessa società Betriot promuove per avere un’esperienza di gioco positiva e rilassante.

non prendiamoci in giro. Chi gioca su questi siti/app ha spesso problemi di ludopatia. E loro, nei miei confronti, non hanno fatto altro che istigarmi al

gambling continuo, con questo gioco del

Non far arrivare i pagamenti. Perché sanno che un ludopatico continuerà a giocare fino a perdere tutto. La frustrazione che ho provato per questa situazione, mi ha appunto portato a perdere circa 65.000. Senza che nessuno di Betriot mi contattasse o aiutasse.

ho anche chiesto diverse volte se fosse possibile fare un bonifico di € 7.000, perché previsto. Ogni volta che chiedevo questa informazione, non sapevano dirmi come fare e quando.

per me, questa è pura e semplice istigazione al gambling.

non chiedo di riavere tutti i soldi, perché so già che sarà impossibile.

ma mi chiedo se almeno una parte si possa riavere. Perché trovo ingiusto e ai limiti dell’illegalità, il loro comportamento.

spero tanto possiate aiutarmi. Grazie!

Dear Gal73,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, could you please answer the following questions:

• What is the current balance in your casino account?
• Have you lost all your funds through regular gameplay?
• Are there any pending withdrawal requests in your profile?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Good evening Veronika,

yes. I lost all my funds.

At the moment, my casino account balance is 0€. And there are no withdrawal requests.

I preferred to open this complaint, before closing it definitively because they are really unprofessional and very unclear.

Given your experience in this field, can you tell me how likely it is that they will agree to refund me something?

Thank you,

Gabriella

Buonasera Veronika,

sì. Ho perso tutti i miei fondi.

al momento, il mio saldo del conto casinò è di 0€. E non ci sono richieste di prelievo.

ho preferito aprire questo reclamo, prima di chiuderlo definitivamente perché sono davvero poco professionali e molto poco chiari.

Data la tua esperienza in questo campo, sapresti dirmi quante probabilità ci sono che possano accettare di rimborsarmi qualcosa?

Grazie,

Gabriella

Thank you very much for your reply and for providing the additional details. Please understand that Casino.Guru cannot help retrieve funds that were lost through regular gameplay, as these losses are considered part of the risk inherent in gambling.

May I ask whether you informed the casino at any point that you were experiencing signs of gambling addiction or requested self-exclusion before losing your funds? This information could be important in assessing whether the casino fulfilled its responsible gambling obligations.

Good evening, no. I did not inform them of my addiction, because it basically came out during that period of waiting for a solution.

I have written to them over and over again, not only

in chat, but also via email (via chat I had different answers each time, even if the leitmotif was that it was probably a problem with my bank. Not using it I asked about the possibility of having a bank transfer, they disappeared or answered vaguely) continuing to repeat that it was a very frustrating situation because it seemed like they really didn't want to give me the money I had won.

I understand that it is not possible to get your money back (although I hope for a small part), but they certainly don't care about fulfilling their responsible gaming obligations.

and honestly, if they don't agree to at least refund me a part of it, I will take legal action.

because it is obvious that the player is aware that if he plays a lot, he risks losing everything.

but their attitude, when they suspended payments, was unequivocal.

frustration leads to irrational choices. And if they really have the responsible gaming certification, they should know that in a player, the unethical attitude they had, practically always leads to that result.

It would be a mess to report for lack of ethics, professionalism and humanity. And it would be a gift to everyone, if it closed its doors.

Buonasera, no. Non li ho informati della mia dipendenza, perché è praticamente venuta fuori in quel periodo di attesa di una soluzione.

a loro ho scritto più e più volte, non solo

in chat, ma anche via mail (via chat avevo risposte ogni volta diverse, anche se il leit motiv era che probabilmente era un problema della mia banca. Non usando chiedevo della possibilità di avere un bonifico, sparivano o rispondevano vagamente) continuando a ripetere che si trattava di una situazione molto frustrante per che sembrava proprio che non volessero darmi i soldi vinti.

lo capisco, che non sia possibile riavere i soldi indietro (anche se spero in una minima parte), ma di sicuro loro se ne fregano di adempiere ai loro obblighi di gioco responsabile.

e sinceramente, se non dovessero accettare almeno di rimborsarmi una parte, andrò per vie legali.

perché ovvio che il giocatore è consapevole che se gioca tanto, rischia di perdere tutto.

ma il loro atteggiamento, quando hanno sospeso i pagamenti, era inequivocabile.

la frustrazione porta a fare scelte poco razionali. E se loro davvero hanno la certificazione per il gioco responsabile, dovrebbero sapere che in un giocatore, l’atteggiamento poco etico che hanno avuto, porta praticamente sempre a quel risultato.

Sarebbe un casino da segnalare per mancanza di etica, di professionalità e umanità. E sarebbe un dono per tutti, se chiudesse i battenti.

Dear Gal73,

Thank you for taking the time to share your experience with us. We are truly sorry to hear how distressing this situation has been for you.

After thoroughly reviewing the details of your complaint, we must inform you that we are unable to support your request for a refund. According to the information provided, all the funds were lost through regular gameplay, and we have not found sufficient evidence of a breach of the casino’s terms and conditions that would justify compensation.

We do understand your frustration regarding the delayed withdrawals and the inconsistent communication you encountered. These are valid concerns, and we agree that a reliable and transparent support system is a key part of a positive gaming experience. However, based on the available evidence, we have not identified any direct violation that would obligate the casino to reimburse your losses.

We also understand that the emotional impact of such an experience can be significant, especially when it becomes tied to compulsive gambling behavior. While we recognize how vulnerable moments like these can influence decisions, the responsibility for setting gambling limits or seeking help rests primarily with the player—unless a clear warning sign was shared with the casino. Since no indication of gambling problems was communicated to the operator at the time, we cannot hold the casino accountable for failing to intervene.

Please know that we take responsible gambling very seriously. We encourage all players to make use of the available tools, such as deposit limits or self-exclusion, and to reach out for help when needed. If you feel that your gambling has gotten out of control, we recommend seeking support through professional organizations such as GamCare or BeGambleAware.

We are very sorry that we cannot be of more help in this case, but we appreciate your courage in speaking up and wish you strength moving forward.

Best regards,

Veronika

Casino Guru

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