The player from France's Betify account, which had been KYC verified, was frozen without clear justification due to alleged "unusual activity." He faced a demand for a second KYC process that included submitting sensitive data via unencrypted email, which he believed was insecure and non-compliant with GDPR standards. He requested immediate account reactivation or a compliant KYC procedure to facilitate his withdrawal. The issue remained unresolved as the player declined to comply with the casino's verification requirements, and the Complaints Team closed the complaint at his request, emphasizing their role as mediators without the ability to determine legal compliance.
Betify Casino - Player’s account is closed without justification.
Closed
Our verdict
Other
Amount: ??
Betify Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Subject: Unjustified withholding of funds after KYC validation + non-compliant request for sensitive data
Good morning,
I wish to open a dispute concerning Betify.
Summary of the problem:
My Betify account has been fully KYC verified (my user area displays "Verified").
After this complete validation, Betify froze my account without clear justification, citing "unusual activity".
They are now demanding a second KYC process, including:
a selfie holding my ID card with today's date to be sent exclusively by email, which is insecure and not compliant with the GDPR.
Nature of the dispute:
This is therefore an abusive withholding of funds after a KYC verification already carried out and confirmed, followed by an additional request not in accordance with the security standards used in the industry (absence of a secure upload portal).
Key points / evidence:
My KYC account shows "Verified".
The site froze my account despite this validation.
They refuse to provide a secure platform for transmitting biometric data.
Their only proposed method is an unencrypted email, which is contrary to good practices and prohibited by minimum data protection obligations (Article 32 GDPR).
I believe this procedure is excessively restrictive, insecure, and used as a pretext to block my funds.
What I am asking
The immediate reactivation of my account,
Or at a minimum, the provision of a compliant KYC procedure (secure upload),
And the possibility of making my withdrawal normally.
I remain available to provide any necessary screenshots.
Thank you in advance for your assistance.
Sincerely.
Automatic translation:
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3 weeks ago
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.
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3 weeks 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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Could you please specify the amount of balance on your account left to withdraw?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Translation
Hello, I have been registered since October 2023, I was blocked on October 31, 2025.
I found out my account was blocked when I tried to log in.
Amount blocked: approximately €700
Primarily sports betting
No bonus
THANKS
Automatic translation:
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2 weeks ago
Thanks for your patience and the information provided.
I checked your interaction with support. If there is are indication that your account has been compromised and the casino requests additional documents, we can't ask them to skip this step.
From our point of view, the industry is that these documents might be submitted via live chat, email, or via the upload function found in the player's account. We unfortunately can't ask the casino to change their policies, nor ask them to provide a secure platform to upload the documents as you requested.
Please let me know how you wish to proceed.
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2 weeks ago
Translation
Madam, Sir,
It took a whole week and a follow-up from me to finally get a useless, robot-like response. Bravo for the responsiveness.
Let me summarize, since clarity seems to be a rare commodity:
- My KYC is displayed as VERIFIED
- The casino itself wrote in black and white in its email: "we can lift the restrictions without additional documents".
- He now refuses to honor his own written declaration and demands the sending of biometric data by simple unencrypted email, a clear and obvious violation of Article 32 of the GDPR.
- European law is not a friendly suggestion. It is not subordinate to the "internal policies" of an operator.
-"Industry practices," as you call them, are of little importance to me. The law does not have to adapt; it's the other way around.
-I am not asking you to encourage them to change their conditions, but to apply them.
Your position amounts to saying:
"We cannot ask a casino to comply with a directly applicable European law."
This is, frankly, unworthy of a platform that claims to defend gamers.
With all due consideration for your belated diligence,
Automatic translation:
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1 week ago
Thanks for sharing your point of view and for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.
We cannot recommend anything else but to comply with the casino's requirements, as these are not out of what is considered ordinary.
Please let me know whether you intend to comply with these requirements.
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1 week ago
Translation
Your response is once again worthy of a child.
The fact that a practice is considered "ordinary" in a sector does not in any way make it legal.
Article 32 of the GDPR remains mandatory and directly applicable to everyone, including this fraudulent casino, Betify.
By stating that he could "recommend nothing other than submitting" to an illegal procedure,
CasinoGuru is complicit in a clear violation of European law.
CasinoGuru covers up these actions instead of denouncing them.
I am closing this complaint myself.
Status: UNRESOLVED
End of discussion.
Edited
Automatic translation:
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3 days ago
I am sorry you feel this way.
We can only assist you if you are willing to complete verification. Our role is as a mediator; we can't conclude whether an online casino is in breach of GDPR laws or not. Kindly consult a law professional regarding an opinion on the lawfulness of what the casino requests.
Since you don't intend to follow our recommendation, there is little we can accomplish.
We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.
Please remember that you are always welcome to reach out to us again in the future. If you encounter issues with any online casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.
