Betify Casino - Player’s account has been closed.

My Betify account was closed after I reported a serious issue with my balance. I had been playing normally and, during one session, my balance showed winnings of approximately €10,000. I closed the application and later returned to my account, but the balance was no longer there.

I contacted Betify Support several times to report the missing balance and asked them to investigate the transactions and account history. Betify eventually informed me that my case was closed and that they would not refund or pay the missing amount. My account was also permanently closed.

I would like Casino Guru to investigate this case and help determine what happened to the missing balance. I would also like Betify to provide the relevant account history, game/activity records and transaction information showing what happened to the €10,000 balance.

I have attached the evidence that I still have available, including my correspondence with Betify.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify the exact date when the €10,000 balance appeared in your account and which game or games you were playing?
• Did you accumulate these winnings with or without an active bonus? Was the €10,000 displayed as a withdrawable real-money balance?
• Did you request a withdrawal before the balance disappeared? If so, what happened to the withdrawal request?
• You mentioned that you attached evidence; however, no attachments were received with your complaint. Could you please forward any screenshots showing the balance, along with the complete correspondence between you and the casino, including the casino’s explanation for closing its investigation and your account, to veronika.f@casino.guru? Please send emails in their original .eml or .msg format and reference complaint ID 231131.
• Did the casino provide you with your game history, transaction history, or any other records showing what happened to the disputed balance?

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

Best regards

Veronika

Hello Veronika,

Thank you for your message. I have found some additional evidence regarding my case.

On February 25 at 15:41, my Betify account showed a balance of €9,998.90. The screenshot also clearly shows "Casino Bonus: €0.00", meaning that this amount was shown as my real balance and not as bonus money.

The game I was playing was Crazy Time. I did not play with these €10,000 again and I did not request a withdrawal. I only wanted to check my account and my balance.

When I logged back into my account later, I could no longer do anything with my account and the balance had disappeared. I did not play or withdraw this money.

I have also kept my correspondence with Betify regarding the missing balance and their refusal to refund me.

I am requesting the full reimbursement of €9,998.90, which was clearly displayed in my account and then disappeared. I would like Casino Guru to help me recover this amount from Betify.

I have attached the screenshots and correspondence that I still have. I also ask Betify to provide the complete account history, game history and transaction records so that it can be established exactly what happened to the €9,998.90.

Kind regards,

Clovis

Dear Cloopen,

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika