Betico Casino - Player’s winnings are delayed.

I created account, deposited 2000 usdt and won 5300 on 9 April. I ordered 5000 withdrawal, completed liveID verification TWICE and casino told me they'll pay based on their withdrawal timeframes (10 business days). After 10 business days they said everything is fine and I'll receive my winnings soon and they started repeating it EVERY DAY after their withdrawal time has been expired.

Please help me receive my winnings.

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Dear okkamok,

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 fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Jean

Update about my complaint:

After I told casino I created complaint on casino.guru because they keep saying "don't need to worry. We'll pay soon.", they seized my winnings and allow withdraw deposit only.

"Following a detailed review of your account activity, we would like to inform you that, in accordance with our platform rules, your account's balance has been adjusted, and only your original deposit amount has been retained.

Please note that, as outlined in our Terms and Conditions:

5.8. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the Betico deem that irregular have occurred or a vulnerability was used, the Betico reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.

At this stage, your available balance reflects your deposited amount, and you may proceed with a withdrawal request of up to 2000USDT."

I requested my withdrawal about midnight between 9 and 10 April.

I don't have withdrawals before.

No bonus has been used.

I'm sorry to hear that your winnings were confiscated. To understand the sequence of events clearly, could you please confirm the date you registered, the date you deposited 2000 USDT, and the date your KYC verification was approved?

Please also share your communication with the casino regarding the accusations made against you. You may forward the emails or chat transcripts to my email jean.s@casino.guru or post screenshots here.

Thank you in advance for your cooperation.

9 Apr 2026 was the date I registered, the date I deposited 2000 USDT, and the date my KYC verification was approved.

All emails are being forwarded.

Thank you for forwarding the emails.

To find out where your winnings came from, could you please provided the name of the games you played with? If possible, please provide a screenshot.

I played wild heart and mice & magic wonder spin. Winnings came from mice & magic.

I can't login to my account - can't provide screenshot.

Dear okkamok

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samko, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Dear okkamok,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betico Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betico Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

We are pleased to greet all participants involved in this complaint.

Please be assured that this matter has received our full attention from the very beginning, and we remain committed to cooperating fully in order to achieve a fair and appropriate resolution.

As previously mentioned within this complaint, the situation arose due to a violation of the Terms and Conditions of the gaming platform, which all users accept during the registration process.

Following the submission of a withdrawal request, our team initiated a standard security review procedure. This is a standard process that may be applied to any member of the platform when necessary. During this review, additional findings led to a more detailed investigation, the results of which confirmed the identified issue.

In accordance with Clause 5.8 of the platform’s Terms and Conditions, Betico reserves the right to review member activity and take appropriate action in cases involving violations of the platform rules. Such actions may include withholding withdrawals, confiscating winnings and bonuses, and restricting or blocking accounts where applicable.

We fully understand the seriousness of this matter and are prepared to provide supporting materials to confirm our findings.

Dear Samuel,

Our team has sent the relevant information and supporting details to the email address referenced earlier in this complaint. We sincerely hope that the provided information will assist in resolving this matter correctly and transparently.

Should any additional clarification be required, we remain available and willing to cooperate further.

Respectfully,

Betico

Hello everyone,

thank you, Betico Casino, for the update, the explanation provided, and the supporting materials shared via email.

I appreciate the cooperation from your side so far. However, after reviewing the initially submitted materials, I concluded that the evidence provided was not yet sufficient for me to independently assess and validate the confiscation of the player’s winnings. For that reason, I escalated the communication further and requested additional clarification and supporting evidence from the casino side.

At this stage, we are continuing the review process and waiting for further details that may help clarify the situation more comprehensively.

Dear okkamok,

thank you as well for your patience while I continue reviewing the case together with the casino. I will provide another update once I receive and assess the additional information requested.

Dear Samuel,

Thank you for your continued cooperation and attention to this matter. We truly appreciate your engagement and willingness to work with us toward a resolution.

We provided you with an update regarding this case and hope that the additional information will help facilitate a constructive and satisfactory resolution for all parties involved.

Should you require any further information, clarification, or discussion regarding any aspect of this matter, please do not hesitate to contact us. We remain fully available and committed to cooperating throughout the process.

Respectfully,

Betico Team

Hello everyone,

thank you, Betico Casino, for the update and for your continued cooperation.

I would just like to inform both parties that I have now replied to the casino's latest email with some additional follow-up questions and requests for clarification. Once I receive and review the response, I will provide another update here in the complaint thread.

Thank you both for your patience in the meantime.

Dear Samuel,

We remain committed to reaching resolution of this matter and greatly appreciate your cooperation throughout the process.

Our team has recently provided you with an update, and we sincerely hope that it will contribute to moving this situation toward a positive resolution.

Should you have any questions or require any further clarification, please do not hesitate to contact us. We remain ready to assist and cooperate in any way we can.

Kind regards,

Betico Team

Hello everyone,

thank you, Betico Casino, for your latest update and for your continued cooperation throughout this investigation. I appreciate your willingness to explore an additional option that may help move this case towards a resolution.

Dear okkamok,

following my recent communication with the casino, an additional verification step has been proposed.

The casino is willing to review the case further if you can provide official confirmation from the platform through which you previously managed the cryptocurrency wallet used for transactions at Betico. In short, they are requesting a document or official statement confirming that the wallet address(es) used to deposit or withdraw funds at Betico belonged to you during the relevant period.

If possible, please obtain such confirmation from the relevant platform and provide it to the casino. Ideally, the document should identify the wallet address(es), confirm that they were associated with your account, and include any official verification details available.

Once this information has been submitted, please let us know so that the casino can continue reviewing your case.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your assistance and support in this matter.

Our team would like to provide a small clarification regarding the information required to continue reviewing this case.

Dear okkamok,

Samuel has already outlined the requested information very accurately. To proceed with this situation, we kindly ask you to provide an official document confirming the details of the wallet that was used for transactions on the gaming platform. In many cases, this information can be found within your account details on the platform that you are using for your transactions.

We understand that obtaining such documentation can be not that simple. If you face any difficulties, we recommend contacting the platform of your crypto wallet support team, as they may be able to provide the necessary confirmation or assistance with downloading it.

Ideally, the document should include the wallet details along with the information identifying the wallet holder. Such confirmations are usually provided in PDF format.

We appreciate your cooperation and look forward to your response. Once the requested information is received, we will be happy to continue working toward this situation.

Thank you in advance for your cooperation. The Betico Team is committed to ensuring that this matter is resolved as accurately and transparently as possible.

Kind regards,

Betico Team

I used guarda wallet. I sent screenshots 3 days ago to casino's email and cc to Samuel.

Betico told me review already done and they take my winnings based on it. So what's your review about? Is it was mistake to take my winnings? What is your point right now?

Hello everyone,

thank you both for your updates.

Dear okkamok,

thank you for clarifying that you used Guarda Wallet and that you have already provided screenshots. However, screenshots alone may unfortunately not be sufficient for the casino's verification purposes.

If possible, I kindly ask you to contact Guarda Wallet and check whether they can provide any official confirmation, such as a PDF document or any other official statement confirming that the wallet address used for the transactions belonged to you during the relevant period. If such a document is available, please provide it to the casino and let us know.

Dear Betico Casino,

thank you for clarifying what kind of documentation you require.

At the same time, I would like to point out that Guarda Wallet is a non-custodial (decentralized) wallet. As such, it generally does not collect or store personal identifying information about its users in the same way as custodial wallet providers do. Therefore, it may not be possible for the player to obtain a document explicitly linking their identity to the wallet.

With that in mind, I kindly ask you to take into account the technical limitations of this type of wallet when assessing any documentation the player is able to obtain. If an official document confirming the wallet address can be provided, even without personal identification details, please consider whether this would be sufficient for your review.

I will await further updates from both parties.

Thank you both for your cooperation.