Betify Casino - Player's account has been unfairly restricted.

Subject: Removal of accumulated Bytes and daily roulette access without transparent justification

I am submitting this complaint regarding Betify Casino due to the removal of approximately 5,000 accumulated "Bytes" and the sudden restriction of access to the daily roulette feature.

Over time, I accumulated around 5,000 Bytes through regular activity on the platform. These points were earned while using the casino normally. At no point was I informed that these accumulated Bytes could be removed based on subjective internal criteria or because of alleged "bonus-focused activity."

Suddenly, the daily roulette feature became unavailable, displaying the message: "This bonus is not available for you." At the same time, my accumulated Bytes disappeared.

When I contacted customer support, I was informed that:

The roulette is an additional service that the casino may offer at its discretion;

The casino reserves the right to decide when and to whom to offer such features;

Complaints or legal actions regarding this service would not be accepted;

The feature would remain inactive until "normal activity" was observed.

However, several serious issues arise from this situation:

No specific clause from the Terms & Conditions was ever cited to justify the removal of already accumulated Bytes.

I was never clearly informed that Bytes could be confiscated due to deposit frequency or bonus usage patterns.

There was no prior warning before the removal.

The decision appears unilateral and lacks transparency.

The casino’s footer does not clearly display detailed licensing information (such as regulator name, license number, and operating entity).

While I understand that promotional features may be modified or discontinued, removing already accumulated loyalty points without clear contractual basis or prior notice raises serious concerns regarding fairness and transparency.

My request is simple:

Clear identification of the exact Terms & Conditions clause that justifies the removal of accumulated Bytes;

Restoration of approximately 5,000 Bytes to my account;

Transparent explanation of the criteria used to determine "bonus-focused activity."

I am not requesting any additional bonus or compensation — only the restoration of points that were already earned and accumulated.

I can provide full email correspondence and screenshots as evidence.

I respectfully request Casino Guru’s assistance in mediating this dispute and ensuring a fair resolution.

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Dear Francisco1996,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the removal of your accumulated Bytes and the restriction on accessing the daily roulette feature at Betify Casino.

In order to address your complaint effectively, I would like to ask you some questions to better understand the situation:

• Can you please provide the date when you first noticed that your Bytes had been removed?
• Have you received any prior notification or warning regarding the removal of your Bytes before it occurred?
• Could you specify the terms and conditions you believe are relevant to your case?

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

Best regards,

Petra

Hello Petra,

Thank you for your response and for reviewing my complaint.

I first noticed that my accumulated Bytes had been removed and that the daily roulette was no longer available on approximately January 26, 2026.

I did not receive any prior notification, warning, or email informing me that my Bytes could be removed or that my access to the roulette would be restricted. The removal happened suddenly.

After reviewing the Terms & Conditions, I was unable to find any specific clause clearly stating that already accumulated Bytes could be confiscated due to low deposits, inactivity, or alleged "bonus-focused activity." Customer support did not provide any exact clause number when requested.

My main concern is not the temporary removal of a promotional feature, but the confiscation of already accumulated loyalty points without transparent contractual basis or prior warning.

If there is a specific clause justifying this action, I respectfully request that the casino clearly identify it.

Thank you again for your assistance.

Kind regards,

Francisco

Thank you for your reply and for providing the previous details, Francisco1996.

• Have you experienced any other issues with the casino, such as access to other features or bonuses?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

Thank you for your follow-up.

1. I have not experienced other technical issues with the casino. However, the restriction of the daily roulette and the removal of my accumulated Bytes are the main concerns. No other bonuses were explicitly blocked, but the explanation provided by support suggested that my account was internally flagged for "bonus-focused activity."
2. I am attaching all email communication I had with the casino, including:

• Their statement that the roulette is an additional service offered at their discretion;

• Their statement that complaints or legal actions would not be accepted;

• My request for identification of the specific Terms & Conditions clause;

• Their failure to provide a clause number.

Please let me know if you require any additional information.

Kind regards,

Francisco

More images;

Dear Francisco1996,

After a thorough review of your case, we have reached the following conclusion:

We do not resolve complaints regarding VIP or loyalty bonuses. Casinos may change the rules of their VIP or loyalty programs at any time. We are unable to compel casinos to upgrade your player’s status or suggest that they provide loyalty rewards.

It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty programs without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

We apologize for not being able to provide more assistance in resolving this case.

Best regards,

Petra