Betrophy Casino - Player’s bonus winnings were voided.

hallo

ich habe mit dem ersten willkommensbonus 200 euro eingezahlt

und 100 protzent bonus erhalten.

code:TROPHY200 (https://betrophy1.com/promotions/welcome)

nachdem ich die umsatzanforderungen erfüllt habe habe ich am 8.11.2022 eine auszahlung von 2000 euro beantragt.

es ist meine erste auszahlung dort.

ich habe sämtliche dokumente zur verifizierung per email zugestellt und denke das ich verifiziert bin.

nun warte ich seit 10 tagen auf meine auszahlung die nicht bearbeitet wird

live chat kann mir nicht helfen und sagt ich solle mich per email an das support team wenden .dies habe ich auch mehrmals getan allerdings erhalte ich seit mehr als 4 tagen keine antwort zurück und werde ignoriert.

Dear fowi30,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear fowi30,

Have you received your withdrawal from the casino yet?

nein bisher nicht auszahlung immer noch ausstehend

Thank you very much for your reply, fowi30. Has the status of your withdrawal request remained the same?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

es gibt keine kommunikation zwischen mir und dem casino da das casino auf meine emails nicht reagiert und ich ignoriert werde.

auszahlung ist immer noch ausstehend

die auszahlung wurde nun abgelehnt und ich habe meine einzahlung von 200 euro zurück erhalten und man wirft mir bonusmanipulation vor ohne konkret zu werden was ich falsch gemacht haben soll.

ich habe nur den gesamten bonus nur 1 slot gespielt(der slot war laut bonus terms erlaubt) und den einsatz nie geändert.

aus meiner sicht liegt daher keine bonusmanipulation vor

die nachricht habe ich erhalten als ich mich heute bei bei betrophy eingeloggt habe

auserdem habe ich nun rückmeldung erhalten das ich voll verifiziert bin.

Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi fowi30,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betrophy Casino to the conversation to participate in the resolution of this complaint.

Dear fowi30 and Peter,

Please note that this case is being investigated.

Kind Regards,

Betrophy Casino Team

Dear Peter and fowi30, 

We noticed certain irregularities in the player’s gameplay, during a check on his account. As per our Terms and Conditions we can conduct such reviews/investigations at any time: 

"8.8. Betrophy reserves the right to review transaction records and logs whenever it deems this to be necessary. Consequent to these reviews, it may become clear or suspicion may arise that the account is being: 

- Used as a non-recreational play type or wager style account; or 

- That players are colluding and thereby distorting the game play. 

Betrophy reserves the right to deduct all winnings accumulated in case any of the above has been determined." 

Full T&C: https://betrophy.com/pages/terms-and-conditions  

A more in-depth investigation of the gameplay of fowi30 was required after the initial check. We concluded that the player used a non-recreational play type, which is in direct breach of the Casino’s T&C.  

This is the reason why the player’s winnings were deducted.  

Kind Regards, 

Betrophy Casino Team

Dear Betrophy Casino Team,

Thank you for your reply. However, I'd like to ask you to elaborate on that since "non-recreational play" can be practically anything. If it's sensitive information, you can forward it to my email address (peter.m@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.

Hi fowi30,

Unfortunately, it seems that the casino stopped responding entirely. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) 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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Betrophy Casino.

Dear fowi30,

The casino provided evidence and explanation of what happened with the game "Gold Digger Mines" that you played in this and in several other casinos. The data suggest that you found and used a loophole in the game that helped you easily turn the bonus money into real cash and so avoid the wagering requirement. I tested the game myself and know how it works now. Since the same issue occurred in several casinos, we can rule out the possibility that this happened by accident. The intention to use the loophole in your favor is quite clear and therefore you are not eligible for the winnings. On the other hand, if the casino didn't let you play this game because of its nature and how it works, this wouldn't happen. That is why we find it fair to return the player's deposit as was already agreed with the casino. The complaint will be rejected. I wish I could be of more help.

Best regards,

Peter