Betrophy Casino - Player’s winnings have been cancelled.

hello.I played at Bettrophy Casino. I activated the welcome bonus which I received successfully and managed to redeem the bonus. I successfully fulfilled the requirements. I sent the documents. it was accepted successfully. the casino said I can play and pay.. but they refused my withdrawal and my winnings were deducted from account.and did not give any information about why he did this.This is the first time in this casino. I have never had an account here before. I would like to ask for help. because live chat is not available. and they don't respond to emails either.

Dear noni0706,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Good Morning Petronela!

I didn't get an explanation from the casino why she took the prize.I received 2 emails from her, the first one to send to check my data.and the second email was this:Denis Z. (...)

Sep 4, 2022, 19:50 GMT+3

Dear I*****,

Your documents’ submission has been accepted, hence your account is now active and secured for financial transactions.

Best of luck on your future stakes!

Yours,

Denis Z. | Pay-Outs Team

I have not received any more emails from the casino. and I didn't get any information about why my prize was taken away.in this casino. I only have one account, never had more. this is my first time playing here.I have already tried to contact the authorities. I hope I manage to get hold of this casino. because what he did is illegal.I hope I get help.

Thank you very much, noni0706, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, noni0706,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betrophy Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betrophy Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why was her withdrawal cancelled and the winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi Branislav!Thank you

Dear Betrophy Casino!

Why did you take it my prize?I never had a Betrophy account before.and you gave no information.. about it. where did my prize go from the account?!you don't answer emails and the live chat is not available either.

Dear Casino Guru Representative and noni0706, 

We investigated the case and found the following: 

The player made a deposit of 20,585.62 HUF on the 25th of August 2022 (approved from our side) and activated the Welcome Bonus – 20,585.62 HUF (on the same day). The player began playing and accumulated winnings in the amount of 338,664.58 HUF. 

However, bonus manipulation was detected. The Terms and Conditions of the Welcome Bonus clearly state that: 

"10. Restricted Gameplay: 

Placing bets of amounts higher than 10 EUR (or equivalent to EUR in other currency) or 5% of the given bonus, whichever is lower"  

Full Terms and Conditions can be found here: https://betrophy.com/promotions/welcome  

We detected on three different occasions; bets stake higher than 5% (1,029.281 HUF) of the bonus amount given – The T&C are clearly breached and that is why the winnings accumulated (338,664.58 HUF) were cancelled. We would like to stress that only the winnings were cancelled and the player still has her deposit (20,585.62 HUF).  

We believe the information provided will clear up the situation. 

Kind Regards, 

Betrophy Casino Team 

Thank you, Betrophy Casino Team, for the explanation.

Dear noni0706,

Could you please confirm these facts and claims:

• Your initial deposit was 20,585.,62 HUF
• The welcome bonus "100% up to 200 € + 20 Free Spins (Tiger's Claw)" was claimed/used on your account
• The casino confiscated only your bonus winnings and let your initial deposit in your balance
• You made some bets exceeding the maximum bet amount stated in the casino's Bonus Terms and Conditions while playing with the bonus (1,029.281 HUF/2.60 EUR)

Dear Branislav! and Dear Betrophy Casino

yes refunded my deposit.

yes, I activated the bonus and completed it successfully. I didn't break anything. since the highest bet I played with was HUF 300.I only redeemed the bonus with casino games.maybe I bought a bonus. but only on HUF 200 and HUF 300 stakes. which does not exceed the stake included in the bonus conditions.I didn't break anything in the condition because it was the highest stake I played with. It was HUF 200. 300.

on the other hand, I did not receive any information or email about this from the casino.

Your casino did not send me an email as to why it canceled my prize.

I checked everything. in my account. and the highest bet I played with and the highest bet I bought a bonus for was 300 fortins.

.

Thank you for the information, noni0706.

Dear Betrophy Casino Team,

Although I was already provided with some data, it is not enough to support the above claims and the casino's decision.

Could you please look at my last email and provide me with the requested data?

Looking forward to hearing from you soon.

hello.Branislav.I received the first email from the casino about this yesterday.

Nick (...)

2022. szeptember 12., 10:33 GMT+3

Kedves Imrene !

A közelmúltban igényelt bónusz- és kifizetési kérelmével kapcsolatban fordulunk Önhöz.

Kereskedelmi csapatunk észlelte, hogy a TROPHY200 bónuszhoz kapcsolódó fogadási tevékenysége ütközik az oldal általános használati feltételeivel. Kérjük, olvassa el a hivatkozást az alábbi szabályban:

10. Korlátozott játékmenet: - Fogadások

minimális kockázattal vagy kockázat nélkül

- Fogadások a Gamble funkció használatával nyerőgépeken

- 10 €-nál (vagy más pénznemben euróval egyenértékű) összegű fogadások helyezése vagy az adott bónusz 5%-a, amelyik alacsonyabb. Az adott bónuszösszeg 5%-ánál nagyobb tét (78a41008-24a0-11ed-bea8-42010a9c003a, f7e7a01a-249d-11ed-bea8-42010a9c003a, 13ca3221-8a-c40b3a)

https://betrophy.com/promotions/welcome

Vegye figyelembe azt is, hogy mivel bónuszmanipulációt állapítottak meg, kötelesek voltunk beváltani nyereményeit, és a 20 585,62 Ft összeg visszakerült fogadási számlájára.

Tájékoztatásul lásd: 8.8.3. pont. Bónuszmanipuláció esetén a Bettrophy fenntartja a jogot, hogy az összes felhalmozott nyereményt levonja.

További információért tekintse meg Felhasználási feltételeinket: https://betrophy.com/terms-and-conditions

Üdvözlettel,

Nick | Vevőszolgálat 

I played the bonus in several casinos. and never had a problem with the bonus rotation..all casinos paid the prize..this casino deliberately does not want to pay my money..the authorities must also be involved in this, and several organizations,.since this casino deliberately does not pay out and cannot prove how you violated the terms and conditions.I checked everything. and I didn't change anything in the conditions. since,. the biggest bet I played with in the bonus was HUF 300. 1 euro. The biggest bonus I bought is the 300 volt maximum. So, the maximum I played with was only 1 euro.

Dear noni0706,

I was provided with the data that support the casino's claims about exceeding the maximum bet amount while playing with the bonus. A few bets were 20000HUF or even more than that. In the email from the casino, there are IDs of the selected bets that exceeded this limit.

Where exactly did you check everything, as you claim? Can you please rationally explain it to me?

Hi Branislav!what you see the bonus was a purchase.I have never played with a stake higher than HUF 300. I bought a bonus. at a maximum bet of HUF 200 or 300.I have used this in other casinos and there was never a problem, and if the bonus was successful, it was paid out.what you see as HUF 20,000 was actually a bonus purchase. and at a HUF 200 bet,

if it counts in the requirements.then the casino should prohibit purchases with bonus money. and warn while playing.I bought my bonus with bonus money. but this is not stipulated in the conditions.I bought a bonus with a maximum bet of HUF 200-300. when I played with bonus money.the bet does not exceed the conditions stipulated.because I played at a stake of 200 or 300 forints. max 1 euro.in other casinos it either prohibits or warns in such a case,this casino did not warn or prohibit bonus purchases. bonus money.and I also redeemed a bonus in another casino, that I bought a bonus for 200-300 foints, and there was never a problem. because if I managed to rotate the bonus. then I was able to pay the prize.it's still the casino's fault because it didn't prohibit or warn you before buying, when i have bonus money.and I didn't break the conditions either, since I made the bonus at a bet of HUF 200.300. i played the bonus money. max 1 euro bet.and I bought a bonus at a bet of HUF 200-300. for a maximum of 1 euro.

Dear noni0706,

I apologise for the delayed reply.

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the maximum bet amount during playing with the bonus was exceeded. Thanks to the use of features in games where the maximum bet was exceeded, you gained an unfair advantage - the total values of the winnings from these features were counted in the wagering requirements, which in one case was more than 50 times the original bet. This significantly simplified meeting the wagering requirements by the forbidden way. Unfortunately, you are not entitled to the winnings obtained from this bonus.

Although we recommend casinos enforce such rules by software or forbid such games while playing with the bonus, we are talking about bonus/free money given by the casino on top of your deposit, and the casino can limit them as it sees fit (unless it is not in conflict with our Fair Gambling Codex). In this case, the casino states bonus rules clearly in its terms and conditions, and those were accepted upon registration. The casino acted within its rules and we accept its decision.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Betrophy Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru