The player from Germany faced issues with Betnflix, where his withdrawal of €1,130 was withheld due to accusations of document forgery and fraudulent activity, despite having successfully completed the KYC process. The Complaints Team attempted to engage the casino for clarification and resolution but received no response. Consequently, the complaint was marked as "unresolved," and the player was advised to seek assistance from an alternative dispute resolution service and the Malta Gaming Authority for further action.
BetNFlix Casino - Player’s withdrawal is delayed due to account accusations.
Unresolved
Our verdict
No reaction policy
Black points: 152
Amount: €1,134
BetNFlix Casino
Safety Index:Below averageCase summary
Discussion
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2 months ago
Translation
Hello everyone,
I'll just explain my problem here from start to finish. I opened an account with Betnflix a while ago and used it for the first time about a week ago. I read a few reviews and trusted the provider because I was looking for a wide range of betting options. A week ago, I played and deposited €100, which I made around €1,500 from through betting and a bit of blackjack. In between, I made another 2-3 €100 deposits. While I was still playing and making these additional deposits, I submitted my documents (ID, driver's license, bank card, bank statement). My KYC was confirmed very quickly and without any problems, and immediately after that I made my withdrawal of €1,000. After 1-2 days, I received an email saying that my gaming balance/withdrawal (1130€) had been withheld because, according to them, I had forged/misused documents, was a fraudster, or even belonged to a fraudster group, used a VPN, and abused bonuses, or something similar, even though I hadn't even played with a bonus. I didn't do any of that, not a single thing, and it quickly became clear to me that they simply didn't want to pay me out. I would have liked to see the evidence, and I was, and am, completely willing to cooperate to prove everything, i.e., the opposite. I also replied to the email and contacted the live chat, but there was no way to get help, concrete evidence, or anything else. I haven't received a reply by email yet. The remaining 350€ (I don't know exactly why that amount) was left in my account, and I got paid out today, which surprised me. But ultimately, that's only a small consolation, because I really did win money fairly. I invested time and energy. I even got up to €2,500 at one point, but as you know, I lost a lot of it. Everything was fair, no tricks, nothing. Is there a way to meet support here, or someone who can help me get my hands on this money, or at least give me a chance to prove the opposite? If necessary, I'll submit my face if they need it. After all, €1,130 is a lot of money, and I won it fairly. It would be great if someone could help me. I also have a few screenshots of the email, for example, if needed. Regards
Automatic translation:
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetNFlix Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Did you achieve your current balance with the help of a bonus?
- Would you be able to submit the documents you provided to the casino for review? Send this information to my email at [email protected]
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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Translation
Hello Tomas,
No, I earned everything without a bonus. I never activated a bonus, used it, or anything else. That's why I'm surprised by this accusation. The BetNFlix employees should really see that.
So everything was won without a bonus and only with real money.
I have provided all my available documents to the casino for verification. My KYC was verified very quickly, and they never asked for any additional documents. I can continue to submit these documents, and if necessary, additional ones and/or my face. I would fully cooperate. Regards
I am also writing again via the email you provided.
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2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you Niklaspol for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BetNFlix Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
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2 months ago
Translation
Thank you so much Tomas!
Hello Peter, thank you very much for your help now!
I also hope that this problem can be resolved. I am willing to submit any necessary documents and cooperate as much as I can to correct this error.
I should mention again that I was paid out €350 (approximately the amount of my deposits), and this also happened without any problems and without a long wait. My winnings (€1130) were withdrawn for no legitimate reason. I didn't use any bonuses, no VPN, no fraud, none of that.
Lg
Automatic translation:
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
