BetRise Casino - Player’s withdrawal is being delayed.

I want to share my experience with BetRise Casino because at this point I genuinely feel like my withdrawal is being intentionally delayed.

I have been trying to withdraw just $129, yet the casino has been holding my funds for over seven days despite the fact that I completed every verification request they asked for.

I submitted:

Screenshots of my deposits

Screenshots of my withdrawal request

Photos of my identification document

A video verification of myself holding my ID

Every single day, they continue asking for additional documents instead of processing the payment. The requests are becoming increasingly unreasonable, especially considering the withdrawal amount is only $129.

The most concerning request was when they asked me to create a screen recording showing myself logging into my account, displaying my full name, deposit information, and other sensitive account details. They specifically instructed me to send this video through Gmail.

Here is the problem:

Gmail has file size limitations. Since they requested a long recording, the video file exceeded the upload limit. Because of that, I uploaded the file to Google Drive and shared the link with them instead.

To my surprise, they repeatedly rejected the Google Drive submission without properly explaining why. I contacted live support for help and spent over an hour trying to resolve the issue. I even have screenshots proving how long the conversation lasted.

Unfortunately, the support agent did nothing except repeatedly copy and paste the same automated response over and over again. There was no genuine assistance, no alternative upload solution provided, and no attempt to actually help resolve the problem.

My question is simple: how exactly am I supposed to send a large video file when they themselves requested a lengthy recording that cannot reasonably be sent through Gmail due to file size limits?

At this point, it honestly feels like delay tactics designed to avoid paying withdrawals. I completed verification multiple times, cooperated fully, and provided every document requested, yet the process keeps getting extended with new excuses every day.

I strongly advise players to be cautious when dealing with this casino until they improve their withdrawal and verification practices.

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.

Dear Lawfo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

I understand that KYC is a standard procedure, and I am not against it. In fact, I have fully cooperated with every verification request made by the casino.

It has now been over 10 days, and I have submitted everything they have asked for, including:

Photos of my ID (front and back)

• Proof of address
• Proof of my deposit
• Screen recordings requested by the casino
• A screen recording of me logging into my crypto wallet and showing the requested information
• A video of myself holding a piece of paper and clearly saying "BetRise" out loud, exactly as instructed by the casino

To be clear, there is not a single verification request that I have refused or failed to provide. Every time they have requested a document or video, I have supplied it.

This is why I do not believe this is simply a KYC matter anymore. From my perspective, this has become a case of unnecessary stalling and delaying payment of legitimate winnings.

You are welcome to confirm this directly with the casino. They can verify that I have submitted every document requested, including extensive video verification. Despite my full cooperation, my withdrawal remains unpaid more than 10 days later.

I have accepted additional requests beyond what most casinos would normally require, yet the withdrawal has still not been released. At this point, I am simply asking for the casino to complete the verification process they initiated and pay the winnings that I am rightfully owed.

and thanks for your assistance

Thank you for your answer.

Could you please clarify whether you have accumulated your winnings with or without an active bonus?

Could you please post a screenshot of your account's verification page so we can see which ones are successful or are still pending?

For an independent review, please forward all documents that you have sent to the casino for verification to jean.s@casino.guru.

Thank you for your assistance.

The winnings are accumulated through my deposit and bonus which was fully wagered and completed within terms and conditions of BETRISE .

i have submitted all evidence to your email kindly pls check and get back to me . Please also get in touch in BETRISE since they are stalling and making up lies and excuses to pay my rightful winnings

Dear Lawfo

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, Michal K., (michal.k@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,

Jean

I’m providing an update on the situation: 

BetRise has now closed my account, citing VPN usage as the reason. I categorically reject this justification. Before I even registered on the platform, I contacted their support team directly to ask whether VPN usage was permitted. Their agent confirmed that it was. I have a screenshot of this exchange and am willing to share it with any AskGamblers team member upon request.

However, the account closure itself is not my primary concern.

What I find completely unacceptable is that in their account closure email, BetRise made no mention whatsoever of my remaining balance of $129 USD. No explanation. No timeline. No acknowledgment that the funds even exist. They closed my account and effectively took my money without a single word about returning it.

Over the following 7 days, I sent 6 separate emails to BetRise asking specifically about my $129 USD balance. Not one of those emails received a reply. I have screenshot evidence of every email sent, and I am attaching them to this complaint.

To summarize, BetRise closed my account citing VPN usage — a justification directly contradicted by their own agent’s written confirmation, given before I even registered, that VPN use was permitted. Despite this, my remaining balance of $129 USD was entirely ignored in the closure email with no explanation or acknowledgment. I subsequently sent six follow-up emails over seven days specifically addressing this balance, none of which received a response. Screenshots of all correspondence, including the original VPN approval and every unanswered email, are attached to this complaint.

I am not disputing the account closure. I have no interest in returning to this platform. What I am demanding is the return of my $129 USD balance, which belongs to me and has not been addressed, disputed, or explained by BetRise at any point.

I am requesting AskGamblers’ intervention to compel BetRise to respond and release my funds Immediately.

Hello Lawfo,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite BetRise Casino to join the conversation.

Dear BetRise Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

ARE YOU FOIGN TO HELP OR NOt ! Honestly I’m sis disappointed in your service it’s been over 2 weeks this casino is informing my emails while stealing 129 $ from ME . And now they are exercising an exit scam as the website is shutting down in few days

all of this while communication with any of casinoguru operators is being ignored , I sent multiple to michal.k@casino.guru , he never responded once

Dear Lawfo,

I have already reached out to the casino, but unfortunately, I have not received a response so far.

While Casino Guru is a well-respected authority within the iGaming industry, we cannot legally compel a casino to cooperate with us in resolving their player complaints. As an independent dispute mediator, our ability to assist is unfortunately quite limited without the casino's participation.

As you pointed out, and based on my own observations, it appears that the casino may be closing soon, while its licensing status also seems to be somewhat uncertain.

The casino does not show the license validator on its webpage, and this is what I have found in the License Register | Anjouan Gaming

Based on this, our options for further intervention are unfortunately very limited. While the casino still has some time to respond, as per our How We Resolve Casino Complaints and Why | Casino Guru, which I'm sure you have reviewed when you submitted your complaint on our forum, you understand the limitations we are facing and the extent of assistance we are able to provide in such cases.

As per the casino Customer Complaints Handling Policy

8. Step 4: Referral to Anjouan Licensing Services Inc, as per Anjouan license condition 16.

If you remain unhappy with any solution offered by us then you can raise your complaint with Anjouan Licensing Services Inc.

Although the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

If BetRise Casino does not engage or respond within our own dispute resolution process as an independent dispute mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

That said, I will continue trying to reach the casino and hope they will choose to participate in the complaint resolution process.

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.

Dear Lawfo,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their 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 could help to change the casino's approach if the casino will be operating again. Once the casino team decides to react and address your case, we will reopen the complaint, and you will be notified by email.

As I informed you already, while the casinos licensing status also seems to be somewhat uncertain, it might be worth trying to reach out to the Anjouan Gaming Authority.

Although the Anjouan Gaming Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As BetRise Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes. I wish you all the best by pursuing your case through other means.

Best regards,

Michal

Casino Guru