The player from Germany had experienced a delay in his withdrawal process at the online casino. He had reported that the casino's live chat had repeatedly informed him that his payout was in process. The player hadn't received any payouts from this casino before, but his account had been confirmed according to the live chat. He had played with a bonus and had requested his payout on March 29. Despite the casino's reputation for quick payouts, the player had been advised to wait for 14 days to allow for processing. The player later confirmed that he had received his money and was satisfied with the casino's service. The complaint had then been marked as resolved.
Betrophy Casino - Player's withdrawal is continuously delayed.
Amount: €3,700
Betrophy Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
The casino is not paying out winnings, the live chat always says it is in processing.
Automatic translation:
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7 months ago
Dear mandelringo90,
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 I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Could you kindly specify when exactly you requested your withdrawal?
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,
Veronika
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7 months ago
Translation
Haven't had a payout there yet.
My account is confirmed according to live chat
I played with bonus and successfully implemented
On March 29, 24, I requested a payout and in the live chat it says that the payout is processed every day, even on holidays. The strange thing is that the live chat always says the same thing. Your payout is being processed.
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7 months ago
Thank you for your response. 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 the 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, please, let us know and we will intervene and try to help you.
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7 months ago
Translation
Why should I wait 14 days if the casino advertises much faster payouts? You don't even get an answer as to when the payout will be made. And the casino already has a bad rating from you. There's no need to wait another 14 days.
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7 months ago
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You can invite the casino to see what they say about it
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7 months ago
I understand how important it is to receive your winnings in a timely manner. If for some reason you do not receive your winnings after the 14-day period, we will be happy to step in and invite the casino to the discussion to resolve the issue.
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7 months ago
Translation
But you can already have the casino take part in the discussion that they can confirm to me. That my account is really verified. Because the live chat only ever writes the same thing.
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6 months ago
Translation
The complaint can be closed, I received my money today so I also give the casino a good rating
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6 months ago
Dear mandelringo90,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
