Betroller Casino - Player’s winnings haven’t been received yet.

On 27.07.26 i requested a withdrawal of EUR396.03 and it was approved, the casino told me to wait 24 hours to be credited and I did, after the time passed I made the casino aware my funds have not been credited, I double checked the crypto address I used and it was 100% correct. The casino then opened a payment query and assured me that my issue will be resolved by 31.07.26 I accepted and I waited but when the day came still nothing was changed l, so they told me to wait until end of day, I accepted and also waited but when end of day came, support completely ghosted me and stopped replying to my emails and today is 3.08.26 and i still have not received my funds and support is still ignoring me

I kindly ask casino guru to assist me with this matter

Important notice:

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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.

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Dear Spha2296,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi

The 14 days has passed and I have still not received my withdrawal

Dear Spha2296,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

I still have not received my withdrawal, and there's no new development it's same excuses they gave 2 weeks ago

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward relevant correspondence between you and the casino regarding money not received in your crypto wallet to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

If you send me an email, please notify me through the complaint thread. Otherwise, the timer will continue to run. Thank you in advance for your cooperation.

Answer 1: No I have never made a withdrawal before

Answer 2: Sceurity Department Confirmed my withdrawal was approved so KYC was confirmed. I will attach email screenshot from security department

Answer 3: No I did not use any bonus of any kind, all bonuses were rejected upon registration

All correspondence from the bookmaker is attached below:

Dear Spha2296,

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, Munya, (munya.s@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

Dear Spha2296

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Betroller Casino to join this discussion and provide their comments regarding the matter.

Dear Betroller Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

As everyonr can see Betroller has failed to resolve my complaint within the requested timeframe.

My €396.03 withdrawal was requested on 27 July 2026 and is explicitly marked APPROVED in my account.

Betroller subsequently opened ticket #19999653 and promised that the issue would be resolved by 31 July 2026 at 13:00. That deadline was not met.

Today, 31 August, the withdrawal remains unpaid after 35 days.

I have received no substantive explanation for why an already-approved withdrawal has not been paid, I have exhausted all communication channels trying to get answers into why my funds have not been paid instead I get no responses as evident, they are even ignoring this complaint.

Now that I have reached the 30-day internal complaint period applicable under the Anjouan Gaming complaint process my last option is to request that this matter be escalated appropriately,

I am also pleading with casino guru to help me find Betroller’s designated ADR provider so that I can pursue the formal ADR 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.

Spha2296

I have reached out to the casino through alternative channels. I sincerely hope they will respond and engage in the discussion to help resolve this complaint. I am fully committed to contributing in any way I can to achieve a positive outcome.

Hi Munya

Thank you for trying so much to help me in this difficult time and I really appreciate the effort.

I doubt the casino will respond, I have been trying to communicate with them through support and they are completely ignoring all my emails, I also have been trying to get the exact Designated ADR provider that they use in order to escalate the matter, and it seems they are also not willing to give me the name of the said provider. I am however trying to track down their exact ADR through other channels hopefully i can find it and open a case there, So by the looks of things this silence is deliberate and they are not willing to engage and find a solution.

I will however wait for the timer but I won't be surprised if there's no response.

Spha2296

I do understand you. When the timer expires, I will advise you how you can escalate the complaint.

Hey Munya

As I predicated, it seems the casino is not willing to engage and have this issue solved.

Do you perhaps have any advice on how i can escalate the complaint beyond casinoguru?

I would appreciate any advice

Thank you

Spha2296

I have tried to contact the casino repeatedly but have not succeeded. I am afraid there is little that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may encourage the casino to change its approach. If the casino decides to respond, we will reopen the complaint and notify you by email. In the meantime, I recommend you contact an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. These services are approved by the Gaming Authority and have better options and tools to assist players. I am sorry I could not be of more help on this occasion.

Regards,

Munya