The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was resolved after the player was advised to wait for the standard processing time of withdrawals, including KYC verification. After confirming that the withdrawal had been approved and the account had been verified, the winnings were successfully received. The complaint was marked as 'Resolved' in our system.
Betrophy Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,800
Betrophy Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
7 months ago
Translation
Hello everyone,
On June 4, 2025, I requested a withdrawal of €1,800. Despite repeated inquiries via chat and two emails to support, the withdrawal has not yet been processed. I have not received a response to either of my emails. The chat simply puts me off and tells me that it will be handled by a different department. Incidentally, this would be my second withdrawal from the casino; a previous withdrawal was also verified, and the withdrawal was processed.
Automatic translation:
Public
Public
7 months ago
Dear k8rtd4dbcf,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
7 months ago
Dear k8rtd4dbcf,
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,
Dominika
