Betrophy Casino - A retirada do jogador está atrasada.

Hello, I deposited 350 euros at the casino (without a bonus) and won 800. I was asked to verify my identity, which I did. Since then, I've been repeatedly told that my payout is being processed, but nothing has happened.

Hallo ich habe bei dem Casino 350 Euro eingezahlt (ohne Bonus ) und 800 gewonnen ich wurde aufgefordert mich zu verfizieren was ich auch tat . Seit dem wird mir immer wieder nur gesagt ihre Auszahlung ist in Bearbeitung es tut sich aber nichts

Hello,

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 that I can understand the whole situation.

Have you made any successful withdrawals before?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

When was the last time you communicated with the casino regarding the delay in processing your winnings?

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I only played casino (spots) and I last spoke 2 days ago and got the same answer as always (wait for a message from us)

Ich habe nur Casino (Spots) gespielt und ich habe das letzte Mal vor 2 Tagen gesprochen und bekam die selbe Antwort wie immer ( warten sie auf eine Nachricht von uns )

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Karla (karla.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello marvinleubert,

My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.

To ensure full transparency, I would like to invite a representative from Betrophy Casino into this conversation.

Dear Betrophy Casino,

Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.

Thank you in advance for your cooperation.

Best regards,

Karla

Hey everyone,

We are looking into it and will provide a reply asap.

Thanks.

BEST,

Vip team

Betrophy

Thank you very much for your reply Betrophy Casino, for taking the time to look into this case.

I appreciate your cooperation and will be patiently waiting for your update regarding marvinleubert withdrawal.

I believe that together we will be able to resolve this case smoothly.

Best regards,

Karla

Dear Karla, 

Upon reviewing the withdrawal, our team noticed that a slight delay in processing the transaction occurred due to a technical issue with the provider. We understand this may have caused some inconvenience. However, once the issue was resolved, all transactions were reviewed.

Additionally, based on the information available to us, we would like to offer further context surrounding the customer's account activity during this period. While the account was undergoing the standard KYC verification process, the customer canceled their pending withdrawal request. They chose to continue using the platform and continued playing until they had accumulated a notable balance.

It is important to note that the customer used the available funds in their account and continued playing. Once the entire balance was used, the customer submitted a request for self-exclusion, which was actioned accordingly as per their request.

Should you require any further information or clarification, please do not hesitate to contact us.

Kind Regards,

Betrophy Casino Team

Thank you Betrophy Casino for looking into this case,

Dear marvinleubert,

The casino has provided us with some information regarding your withdrawal request. To make sure we have an accurate picture of the situation, I would kindly ask you to confirm or clarify the following points:

• The casino states that during the KYC process you canceled your pending withdrawal request and continued playing with the available funds . Is this accurate?
• The casino says that after your balance was spent, you submitted a self-exclusion request, which they then processed. Did you request self-exclusion at that time?

Your confirmation or clarification on these points will help me to resolve this case.

Thank you very much in advance for your cooperation.

Best regards,

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear marvinleubert,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla