Betrix Casino - Player's winnings have been confiscated.

Hello team, I would like to file a formal complaint against Betrix Casino.

I deposited €100 and played both sports betting and casino games. I accepted certain bonuses—specifically a €25 free bet, which I used, and an offer of 50 free spins on *Big Bass Bonanza*. I accepted the spins and won €17 from the game; I assumed this amount would go into my real money balance. However, I later realized the bonus carried a 60x wagering requirement, so I asked the live chat agent to cancel the €17 win. All the bonuses I used had been offered to me via the "active bonuses" tab. The most shocking part is the email I received: it cited five or six different reasons based on their terms and conditions, yet when I spoke to the live agent, they claimed it was an internal investigation and refused to disclose the actual reason. Do you consider it normal to block a player and confiscate their winnings without providing a valid reason?

I have seen a number of complaints; other players who have filed grievances with you seem to have faced the exact same issues I did, which is why I am submitting this information.

Yes, I have fully verified my player account.

I have never made a withdrawal.

1 deposit of €100, 1 withdrawal request for €271; €171 in winnings were cancelled.

I was simply robbed.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please describe which casino games and sports bets generated the confiscated winnings of €171.31?
• Were any bonuses active while you accumulated these winnings? If so, please clarify which winnings came from the €25 free bet, the free spins, and your real-money balance.
• ňDid the casino confirm that the €17 free-spin winnings and their wagering requirement had been successfully cancelled before you accumulated the disputed winnings?
• Please forward the complete correspondence between you and the casino concerning the account closure and confiscation to my email address, preferably as original .eml or .msg files rather than cropped screenshots. My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Could you please describe which casino games and sports bets generated the confiscated winnings of €171.31?

• Big Bass Splash
• Slot
• Soccer bet.

Were any bonuses active while you accumulated these winnings? NO

Did the casino confirm that the €17 free-spin winnings and their wagering requirement had been successfully cancelled before you accumulated the disputed winnings? YES

I hope that i understood the questions , and replyed to them.

Ill transfer to your mail the different correspendence between me and the casino.

Thank you for your assistance

Nice week

Dear Khalqui

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,

Veronika

Dear Khalqui,

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 Betrix 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.

Thank you, dear Casino Guru, for the effort you have put in; I look forward to further explanations from a casino representative

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.

In case we dont have here in the discussion any representative from the casino, what are the next steps for me ? What can i do ?

Thanks

Malheureusement je n'ai pas de retour sur ma plainte, cela confirme que le casino m'a juste volé. Je souhaite laisser ce post, je ne vous recommande absolument pas ce casino, du grand vol. Je vous pries chere equipe de casinoguru de laisser mon avis ici sur ce casino pour aider les prochaines personnes à ne pas joindre Betrix merci

Dear Khalqui,

The casino has contacted us through another communication channel, as they are currently experiencing some technical difficulties accessing our system. We are assisting them in resolving this issue.

In the meantime, we are already in contact with the casino team and discussing your complaint.

As soon as I receive any updates, I will let you know.

Thank you very much for your patience and understanding.

Merci Martina, je suis à l'attente de toute nouvelle information, j'espere que le casino va donner des preuves de la decision prise pour retirer mes gains. Bonne journée

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.

Martina , vous aviez dit que le casino a essaye de vous contacter hors my casino guru complaint, le probleme de communication ne s est pas regle avec eux ?

Dear Khalqui,

Unfortunately, I have not received any further communication from the casino since my last response to them, so I do not have any new updates at the moment.

However, the casino still has some time left to respond within the deadline we have set.

Thank you very much for your patience and understanding. I will let you know as soon as I receive any updates.

Dear Khalqui,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.