The player from Switzerland faced issues with withdrawing funds as the casino accused him of using a sticky bonus, despite his claim that it was a non-sticky bonus. He had deposited €105 and made a profit of €1,470, but discovered that he still needed to wager €7,500 before withdrawal. He requested clarification, as his bonus was set to expire in 8 days. The issue remained unresolved due to the player's lack of response to the Complaints Team's inquiries, which led to the closure of the complaint.
Betify Casino - Player is denied withdrawal due to bonus dispute.
Closed
Our verdict
Player stopped responding
Amount: €1,470
Betify Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
The casino wants to accuse me of playing with a sticky bonus, even though it's actually a non-sticky bonus. I deposited €105 with a 100% non-sticky bonus. With my €105, I made a profit of €1,470. I should have still been playing with real money and hadn't yet reached the bonus limit, but when I wanted to withdraw, I saw that it was all bonus money and I still had to wager €7,500. In live chat, they just told me my bonus is sticky, but that can't be right. The terms and conditions also state that my real money will be deducted first. My bonus expires in 8 days. I hope for a quick response. Thank you very much.
Automatic translation:
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that the only party calling the bonus non-sticky is a third-party website where you found the bonus?
- Is it possible for you to verify the wagering of the bonus independently? Has the wagering of the bonus started with your first bet after depositing?
- Is there any landing page or bonus page where the particular rules of the bonus were listed? Could you please share where you found the bonus?
- Could you please clarify when you activated the bonus? When did you contact the casino regarding the issue?
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Good day
- I got the bonus from a third-party site. The code is GINO, and it's supposed to be an exclusive 100% non-sticky bonus. In the screenshot of the terms and conditions I sent, point 10 states that my real money is used first, followed by my bonus balance, which means it's a non-sticky bonus. It doesn't state anywhere else in the bonus itself that it's sticky.
- It only states that I have to wager my bonus 35x (deposit + bonus), but if the bonus were non-sticky, I would still have won in my real money, as I theoretically would never have gotten the bonus money. This means I could have cashed out my entire winnings—the bonus money, of course—directly.
- In the screenshot where I sent the terms and conditions for the bonus conditions, there is nothing that says that the bonus is sticky, only the support chat tells me it is sticky.
- I activated the bonus yesterday, September 8, 2026, at around 10:40 p.m. and after I was successfully verified, I noticed that it was not real money but bonus credit. After that, I contacted support directly.
Many thanks and greetings Mattia ****
Edited by a Casino Guru admin
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3 months ago
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I also made a video of my gameplay, and you can see that I never actually received the bonus money. This means that if I hadn't activated the bonus, I could have withdrawn my money immediately. I hope we can come to a mutual agreement on this, as I haven't actually used the bonus money.
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3 months ago
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Why haven't I received a response from guru?
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2 months ago
Thanks for your reply, and I apologize for not replying earlier.
Unfortunately, designating the bonus as 'sticky' is not something online casinos will do. If you activated the bonus, it's expected of you to complete the wagering requirements. Some online casinos offer bonuses that only activate after you
If the wagering of the bonus wasn't completed, I would recommend you complete it before it expires. If the wagering progress isn't visible to you, and you are not sure how much is remaining for you to wager, I recommend you contact support regarding this information.
I apologize, but we are unable to act based simply on the information that the bonus is 'nonsticky' found on a third-party website.
Please let me know if there is any other information I might have overlooked or not considered.
Looking forward to your reply.
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2 months ago
Dear makaknacka,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
