Betify Casino - Player's winnings have been confiscated.

I made one deposit at the casino. I lost it and didn't withdraw anything. Then I used the Wheel of Legends promotion every day, unfortunately I didn't withdraw anything from it. On Saturday, September 21, I managed to win 100 euros raw cash on the wheel. I verified my account, requested a withdrawal and today I got an email from the casino:

"We would like to inform you that we have identified instances of bonus abuse in your recent gaming activities on our platform.

As a result, we have taken the necessary steps to remove the associated funds from your account. Your deposit will still be available on your balance."

I feel cheated in this matter because I have never withdrawn any money from the casino and when I managed to request a withdrawal for the first time, it was confiscated due to "bonus abuse", although I have never withdrawn anything from any bonus

Dear damjan071,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player of the casino? 
• Was there any play activity associated with your 100€ winnings? Which games did you play?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hello, thanks for opening the topic.

1. I registered an account in June or July 2023

2. The 100 euros won were raw cash - no turnover requirements. To be sure, I asked about it in the chat and got an answer that I should turn over this amount x1. I played games from Play'n Go, Hacksaw, Pragmatic, Thunderkick, Yggdrasil. These were normal games - without any jackpot, etc.

3. I received an email from the casino informing me that the funds had been confiscated. I did not reply to their message because knowing the casinos' policy, I knew that talking to them would not bring results. I am pasting a screenshot of the email below

Thank you very much, damjan071, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello damjan071,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Betify Casino to join the conversation.

Dear Betify Casino,

Can you please provide clarification on how the player supposedly abused the bonus? If this information cannot be shared publicly please forward it to me at michal.k@casino.guru

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.

Today I got an email from the casino that the funds were returned to the account. I ordered another withdrawal - I will write a message if the withdrawal is accepted and the funds reach the account

Thank you for the update, damjan071.

I have been in communication with the casino team regarding your case and anticipated a response from them in the complaint thread sooner. However, I am pleased to hear that you received direct information via email about the progress. It is reassuring that the situation has been clarified, and you will soon receive your winnings. I will await your confirmation and subsequently proceed to close this case as appropriate.

Dear damjan071,

We would like to inform you that, after careful consideration of the case, we credited the withheld amount to your gaming account. Be aware that the withdrawal will be approved within 48 hours and will reach your account within 2 working days after approval.

Please don't hesitate to contact our support team if you encounter any issues.

Thank you for your understanding and we apologize for the inconvenience caused.

Sincerely,

Betify Team

The withdrawal was accepted today and I received the money. Thanks to Casinoguru for the help and Betify for returning the funds. The topic should probably be closed

Dear damjan071,

We're glad to hear that your issue has been resolved and you have received the winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal  

Casino.Guru