Betify Casino - Player’s account has been closed, claiming winnings are confiscated.

I am requesting Casino Guru’s assistance in recovering €4,940 withheld by Betify.co after permanently closing my account.

I used my account for approximately one to two months. My account was already verified, and I successfully completed numerous deposits and withdrawals during that period without problems. No bonus was used.

I made three deposits of €980, totalling €2,940, and played those funds. I then deposited a further €2,000. I did not wager that additional €2,000 before Betify restricted my account, after which I could no longer play or withdraw.

On 26 August 2026, I received two withdrawal cancellation emails stating that my deposits had to be wagered at least once before withdrawal.

On 28 August, Betify requested a bank statement showing my casino deposits. On 29 August, it requested proof of income, either a bank statement or a recent payslip. I promptly provided the requested documentation, including my August payslip, which I sent on 29 August.

On 30 August, Betify notified me that my account was under investigation and that login, deposits and withdrawals were suspended.

On 3 September, Betify’s KYC department confirmed receipt of my documents and stated that they would be reviewed. Later that same day, Betify permanently closed my account and withheld my remaining balance of €4,940, alleging a breach of its Anti-Money Laundering Policy and citing Section 11 of its Terms and Conditions.

I deny breaching Betify’s Anti-Money Laundering Policy. I cooperated with the verification process and supplied the requested documentation. Although the additional €2,000 had not been wagered, the account restriction and subsequent permanent closure prevented me from completing any further wagering.

I have supporting emails showing the withdrawal cancellations, document requests, confirmation of receipt, account restriction and final closure. I am willing to provide or update any further documentation needed to resolve this matter.

I ask Casino Guru to help me recover the full €4,940 withheld by Betify. I do not wish to reopen the account; I simply want to receive my remaining funds.

Important notice:

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Dear qwerty12369,

Thank you very much for submitting your complaint.

To better understand the circumstances surrounding the casino's decision and the alleged breach of its Anti-Money Laundering Policy, could you please clarify the following:

• Were all bank accounts and payment methods used for deposits and withdrawals at Betify registered solely in your own name?
• Did the casino provide any specific explanation of how you allegedly violated its Anti-Money Laundering Policy, apart from referring to Section 11 of its Terms and Conditions?
• Did the casino indicate whether the issue was specifically related to the €2,000 deposit that had not yet been wagered?
• Could you please forward all relevant communication with the casino regarding the requested documents, account investigation, permanent closure, and confiscation of your €4,940 balance?

You can send the communication and supporting evidence to me at karla.m@casino.guru.

Please understand that casinos are required to follow AML procedures, and players are also responsible for complying with the applicable AML and payment-method rules. However, before we can assess your case, we need to understand exactly which rule the casino believes was violated and the circumstances surrounding the decision to withhold your balance.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello qwerty12369,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear qwerty12369,

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, Martina, (martina.b@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,

Karla Mayfly

Dear qwerty12369,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betify Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hi,

The account was permanently closed due to fraudulent behavior identified during our investigation.

As a goodwill measure, we refunded the five deposits to the player on 17 September 2026.

Therefore, we consider this matter resolved and closed.

Betify Team.

Dear Betify Casino,

Thank you for the update!

Dear qwerty12369,

Can you please let me know if you have received the refunds? Thank you so much in advance

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear qwerty12369,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina