The player from Germany had requested a withdrawal less than two weeks before submitting the complaint. The payment had not been processed yet. The player disputed the casino's claim that he had cancelled the payout and gambled away the balance, asserting he did not place any bets after requesting the withdrawal. Betify Casino investigated and found no evidence of unauthorized access or technical issues, attributing the actions to the account holder and applying account restrictions only after the player reported suspicious activity. Despite the player providing a new email and completing the security check, the casino refused to refund the lost balance. We closed the complaint since no proof of unauthorized access was found and the issue fell outside our investigative scope.
Betify Casino - Player claims that payment has been delayed.
Other
Amount: €250
Betify Casino
Safety Index:HighCase summary
Translation
Hello,
I deposited money at this casino on December 30, 2025, without any bonus or other promotions.
My account has been fully verified there for a long time.
On the same day, I did a little sports betting and then won something.
The next day, December 31, 2025, I had the money paid out via bank transfer.
The system indicated that the payout would take 24 to 48 hours.
However, nothing happened after the 48 hours had passed and I received no money.
I then contacted support to ask if everything was okay.
The support team's response was completely incomprehensible:
I was told that I had cancelled the payout myself and then gambled away all the money.
That is not correct.
I did not cancel any withdrawals and I did not place any further bets after the withdrawal request.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear FCCJena,
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
TranslationI have not received any payment after this deadline.
When I contacted support, I was told that I had cancelled the payout myself and then gambled away the balance playing blackjack.
This statement is false.
I expressly declare:
I have not cancelled any payouts.
I have not agreed to any cancellation.
I did not place any further bets after requesting a withdrawal, and in particular I did not play blackjack.
TranslationCase description – Betify Casino
My Betify Casino account has been fully verified for a long time.
On December 30, 2025, I made a deposit without a bonus.
On December 31, 2025, after normal gameplay, I requested a withdrawal via bank transfer. The system indicated that the withdrawal would take 24–48 hours.
I received no money after this deadline expired.
When I contacted support, Betify informed me that I had cancelled the payout myself and subsequently gambled away the entire balance playing blackjack.
I expressly dispute this account:
I have not cancelled any payouts.
I haven't placed any bets since requesting a payout.
In particular, I did not play blackjack.
Betify now claims that the payout was cancelled on 31.12 at 10:24 UTC and that a blackjack bet was placed at 13:19 UTC.
The only explanation given is that this happened after a "valid login with username and password".
I have repeatedly asked Betify to provide concrete technical evidence (IP address, session ID, device data) to prove that I personally carried out these actions.
This evidence was not provided.
Instead, support stated that the actions were "not contestable" and a refund was out of the question.
I was even told to create a new account with a new email address, even though the dispute is still open.
In my opinion, the process presented by Betify is illogical and not credible:
It makes no sense that a verified player without a bonus would request a withdrawal, cancel it a few hours later, and then gamble away the entire balance on blackjack – especially since I explicitly deny this.
I already have the case:
at casino support
at Curaçao Gaming Control Board
and now at CasinoGuru
I have reported this and request CasinoGuru's assistance in objectively reviewing this case, particularly with regard to:
missing technical evidence
and the refusal to pay without any comprehensible justification.
TranslationUpdate – further steps from Betify
Betify continues to refuse to address the substance of the dispute.
Following my last request for IP, session and device data (to clarify who triggered the alleged payout cancellation and the blackjack bets), the support team again gave an evasive answer.
Instead of providing the requested proof, Betify is now demanding that I change the email address of my account, allegedly for "security reasons".
The actual problem has still not been clarified.
Important:
The dispute remains unresolved.
I expressly deny the alleged actions.
Betify provides no technical evidence
My account was blocked even though the dispute is active.
Now I'm supposed to change my account details without the case having been resolved.
In my opinion, this approach is inappropriate and opaque.
An exchange of emails does not replace an examination of the alleged cancellations and deployments and does not answer who actually carried out these actions.
I continue to request CasinoGuru's assistance in objectively reviewing this case, particularly with regard to:
Missing IP/session evidence
Account suspension during an ongoing dispute
Support avoids the issue instead of providing a factual clarification.
TranslationQuick update
Betify has further restricted my account.
The website currently displays the message "games access are limited".
This is happening even though the dispute remains unresolved and Betify has not provided any IP, session or device data that would substantiate the alleged payout cancellation and blackjack bets.
Instead of a factual clarification, the account is blocked while the dispute is active.
Dear FCCJena,
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, Romi (romana.r@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,
Attila G.
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Betify Casino,
Could you possibly provide additional information regarding this and clarify the situation, please?
Thank you in advance.
Respectfully,
Romi
Hello Romi,
Thank you for your message.
Our fraud department has reviewed the case and identified irregular login activity around the time of the withdrawal request, including the use of VPN and IP-masking services, as well as multiple connections from different locations and devices within a short period of time.
These findings suggest either the use of tools to conceal the real location of the player or a potential compromise of the account credentials. Please note that, in accordance with our terms and conditions, account security and credential confidentiality remain the responsibility of the player.
At this stage, no technical issue or malfunction has been identified on our platform.
We remain available should you require any further clarification.
Kind regards,
Betify Casino
Customer Support & Fraud Team
TranslationBetify's response confirms that no technical evidence regarding the specific actions was provided.
The casino generally mentions "unusual login activity", VPN usage and multiple locations, but provides the following details:
no specific IP addresses
no session IDs
no device fingerprints
no clear connection between these activities and the alleged cancellation of the payout, as well as the blackjack bets
Instead, the responsibility of the player is generally emphasized.
Important:
The alleged security irregularities were only mentioned later.
There was no preventative blocking, no warning, and no security check before the alleged cancellation and the deployments.
If there had actually been a possible account compromise, the casino should not have simply considered the disputed actions valid.
The statement "no technical problems detected" does not rule out the possibility of unauthorized use of the account.
From my point of view, Betify has not provided any reliable evidence that I personally:
the payout was cancelled
and then made the bets
I ask CasinoGuru to take into account that while the casino mentions suspicions, it does not provide any verifiable evidence and completely shifts the responsibility onto the player, even though it admits a possible compromise itself.
TranslationDear Betify Team,
Please provide brief clarification on two points:
For what specific reason was my account restricted ("games access are limited")?
On what specific basis was I asked to change my email address?
Since you yourself mention a possible account compromise, I request a clear explanation as to why my account was restricted, but the disputed actions were nevertheless considered valid.
Thank you for the clarification.
Best regards
Sergei
Thank you, dear Betify Casino.
Please clarify the situation and explain what is going to happen with the case of this player.
Also, if the player violated your terms, please send me proof of this to my email address as soon as possible so we can check that out.
Thank you.
Respectfully,
Romi
Hello,
Thank you for your message. We would like to provide clarification regarding the points raised by the player and the ongoing discussion.
Our review indicates that the account was accessed from different environments. The account was originally registered from a Windows device, while an iPhone was used for verification and was also in use at the time the alleged account compromise was reported. While we cannot technically confirm whether the same physical device was used in all instances, the presence of iCloud Private Relay indicates IP masking, which prevents reliable identification of the true connection origin.
Regarding the account restrictions:
- The request to change the email address and the temporary limitation of game access were security measures, not punitive actions.
- These measures were applied only after the player reported a possible account compromise, in line with our standard security procedures.
- The email change was requested to ensure that the rightful account owner retains control of the account credentials.
- The temporary game restriction was implemented solely to prevent any further activity while account ownership was being reviewed and is lifted once verification is completed.
At the time the withdrawal was cancelled and the bets were placed, no security alert or confirmed account compromise had been reported. Consequently, those actions were considered valid at that moment. The security measures were implemented after the complaint was raised.
No technical malfunction was identified on our platform.
We remain available should further clarification be required.
Kind regards,
Betify Casino
Customer Support & Fraud Team
TranslationThank you for the further statement from Betify.
However, the response reveals that the casino itself admits that a clear technical attribution of the disputed actions is not possible. It is repeatedly pointed out that due to IP masking (iCloud Private Relay), a reliable identification of the actual connection origin was not possible.
At the same time, Betify confirms:
that security measures were only implemented after my complaint
that no security alerts or checks were active at the time of the cancellation of the payout and the bets
that it cannot be technically confirmed whether the same devices or the same person performed all the actions
Despite these uncertainties, the controversial actions continue to be categorically considered "legitimate".
From my point of view, the core issue remains unanswered:
No reliable evidence was provided that I personally cancelled the payout and placed the subsequent bets.
If a casino itself admits that a reliable technical attribution is not possible, I do not consider it justified to assign full responsibility to the player without concrete evidence.
I ask CasinoGuru to take this discrepancy into account when further evaluating the case.
Additionally, I would like to point out that my account remains restricted.
Since Betify states that this is a security measure and not a sanction, I request clarification on whether and when these restrictions can be lifted while the dispute is being reviewed.
Dear Betify Casino,
Thank you for the information provided.
Please explain further what is going to happen now, though, as I couldn't understand it from your post.
Thank you in advance.
Respectfully,
Romi
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.
Dear Betify Casino,
Please reply to my question as soon as possible.
Respectfully,
Romi
Dear Player, dear CasinoGuru Team,
Following your concerns, we would like to provide further clarification based on the most recent review conducted by our Fraud & Security Team.
After a comprehensive internal investigation, no evidence of unauthorized access, third-party interference, or account compromise was identified in relation to the disputed actions. All activity in question was carried out under valid session conditions, and no abnormal indicators were detected that would suggest external intrusion.
Regarding the technical limitations referenced, we acknowledge that the use of IP masking services such as iCloud Private Relay can reduce the ability to precisely determine the connection origin. However, despite this limitation, our investigation did not reveal any irregularities that would support the conclusion that the actions were performed by someone other than the account holder.
Account Restrictions
We would also like to confirm that the current restrictions on the account were applied immediately after the player reported potential suspicious activity, strictly as a precautionary security measure and not as a punitive action.
At this time, these restrictions have not yet been lifted, as we are still awaiting the player’s response to our security-related follow-up communication. Once the requested cooperation and information are provided, we will be able to proceed with the review and reassess the account status accordingly.
Kind regards,
Betify Fraud Team
TranslationThank you for your reply.
The casino confirms that no unauthorized access, account takeover, or technical malfunctions were detected. However, both my account remains restricted and my lost balance remains unexplained.
I therefore request a clear statement as to what specific information is supposedly still required from me and on what basis the payout continues to be refused, even though, according to the casino, there has been no violation of the rules.
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.
Dear CasinoGuru Team,
Following a comprehensive review conducted by our Fraud & Security Team, we reiterate that no evidence of unauthorized access, third-party involvement, or suspicious activity was found on the player’s account in relation to the disputed actions.
All recorded activity was performed under valid session conditions, and no irregularities were detected during our investigation.
The account restrictions were applied immediately after the player informed us that something unusual may have occurred, purely as a precautionary security measure.
At present, these restrictions remain in place because the player has not responded to our follow-up communication required to complete the security review process.
As no suspicious activity was identified, responsibility for the actions on the account remains with the account holder.
Player ID: GIGANT315
Kind regards,
Betify Support Team
TranslationI disagree with the casino's conclusion.
My account was only restricted after I reported that something unusual had happened to my balance.
According to the casino, no unauthorized access was detected, yet my balance remains lost and my account is restricted.
I therefore request a clear explanation as to how it is possible that the disputed operations are considered regular, even though I did not knowingly carry them out.
Dear Betify Casino,
Please give an exact answer about what will be done now, because I can see that you are only going in circles here without any actual information.
Thank you.
Respectfully,
Romi
Dear CasinoGuru Team,
Please note that the player’s account remains restricted strictly for security reasons.
We have requested multiple times that the player provide a new email address in order to complete the security verification process. As we have not received any response or the requested information, the account restrictions remain in place.
Additionally, we confirm once again that no evidence of hacking, unauthorized access, or third-party interference was found on our side during the investigation.
Kind regards,
Betify Support Team
TranslationThank you for the clarification.
I am prepared to provide a new email address and to fully cooperate with all necessary security measures.
However, I would like to point out that the casino simultaneously confirms that no unauthorized access, hacking, or third-party involvement was detected.
I therefore request a clear explanation of how the restriction of my account and the loss of my balance can still be justified if, according to the investigation, no irregularities were found.
TranslationI have now provided the casino with a new email address to complete the security check. Please confirm when the account restrictions will be lifted.
TranslationThank you so much for your support.
The casino has since informed me that the security check has been completed, my password has been reset, and my account is accessible again.
At the same time, I was informed that no refund would be issued, as the investigation found no unauthorized access.
However, I would like to state that I do not agree with this decision, as the funds have disappeared from my account and I did not knowingly make the bets in question.
I therefore request your final assessment of the case.
Dear user,
Do I understand correctly that while your account was restricted and you did not have access to it, your funds disappeared from there?
Please explain the situation so I can contact the casino again if needed, as I myself do not understand why that situation would occur.
Regards,
Romi
TranslationThank you for your inquiry.
No, the money didn't disappear while my account was restricted.
The balance was already gone when I logged in. I saw that my money had been gambled away, even though I hadn't knowingly placed those bets.
I immediately contacted support and reported that I had not carried out these activities.
Only after I reported the incident was my account restricted for security reasons and I was asked to provide a new email address.
So I didn't have the restriction before – it only came about after my complaint.
Therefore, I don't understand how my entire balance could have been lost, even though I didn't make these bets myself.
Thank you, dear user, for the full explanation of the case.
Unfortunately, as the casino wrote many times before in this complaint, there was no violation of your account visible at all. This could mean that your account was hacked by some of your close people who may have access to it or by an unknown person/persons.
In such cases, we are unable to help, unfortunately, as this falls under a cybercrime case, and we have no such power to investigate those.
You can turn to your closest police department in order to track this down.
Therefore, I am sorry to inform you that this case will be closed now, and I hope you will avoid such a situation in the future.
I'm sorry we couldn't be of more help to you.
Best regards,
Romi
