Betroller Casino - Withdrawal of player's winnings has been delayed.

Betroller Casino has been withholding my funds, 414 USDT, since January 7th. I was assigned verification, and I promptly provided all the documents (passport, selfie, Taxpayer Identification Number, SNILS, utility bills, transfer statements—all the documents they didn't even ask for). To this, I received a response from the security service: "The Security Service has no reason to believe that this user ID belongs to you." After this, they stopped replying by email and won't perform verification. I provided all the photos—probably about 50-60 in total, from different angles and backgrounds—but the security service is ignoring me. These are outright scammers; they respond to other emails, but not mine.

I don't recommend anyone get involved with these scammers. I didn't do anything wrong, I won some, I lost some. But they refuse to verify me.

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 SeVi88,

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

The problem is, I can't pass verification because the casino is deliberately ignoring me! They haven't responded to me for over a week, they're simply ignoring me. And they don't intend to respond. Their maximum response time is 72 hours, and I've been waiting for a response for eight days. I've sent over 150 emails, but they're ignoring me. But if I contact them from a different email address, they respond until I send them my account ID, then they start ignoring me again.

So far, no one has responded to my emails, the security service is ignoring me and withholding my money. They refuse to carry out verification.

Dear SeVi88,

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.

I haven't received any responses; the company is completely ignoring me. I've sent numerous emails, but they're ignoring me. I've written from a different email address, but they won't respond until I provide my account ID. After that, they continue to ignore me. They're scammers!

Hello SeVi88,

Thank you for the update. I understand that the lack of communication from the casino has been very frustrating.

To help us review the situation more clearly and proceed with the next steps, could you please confirm the following:

• The exact date when you first submitted all requested verification documents
• Whether you have received any written response from the casino confirming receipt or rejection of the documents (even an automated message)
• Please confirm the current status of your withdrawal as shown in your casino account (pending / under verification / rejected)
• If possible, please provide screenshots showing the verification status and the pending withdrawal in your account

Once we have this information, we will be able to assess the case more accurately and determine how to proceed.

Thank you for your cooperation and patience.

Karla

On January 8, I provided all the documents and even more than requested, I sent all the documents that I have, including all deposits, screenshots, etc.

They responded on January 8th - the security service has no reason to believe that the account belongs to me. After that, they ignored me.

but I provided all the documents, all the selfies with dates and my documents.

Funds cannot be withdrawn - status: Request for documents upon withdrawal

.

At LatestCasino, the casino representative also didn't respond, and their rating was downgraded. I also filed a complaint there.

Dear SeVi88,

Thank you for your response and the clarification so far.

To help us fully understand the situation and proceed correctly, could you please confirm the following points:

• Have you made any successful withdrawals at Betroller Casino before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games only, or did you also place sports bets?
• Could you please share all available communication with the casino regarding the verification and withdrawal issue (emails or chat transcripts)? You may post screenshots here or send them to karla.m@casino.guru.

Thank you very much in advance for your cooperation. We will do our best to assist you further once we have this information.

Karla

Have you successfully withdrawn funds from Betroller Casino before? - No

Did you receive your winnings with or without an active bonus? - I did not receive any bonuses.

Did you only play at the casino or did you also bet on sports? - I bet on sports.

Please provide all available correspondence with the casino regarding verification and withdrawals (emails or chat logs)? The entire correspondence ended with their response, "The security service has no basis for believing the account belongs to me," after which they ignored me. I provided a screenshot above.

Dear SeVi88,

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, Romi, romana.r@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,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betroller Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betroller Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

There is still no solution!

Dear Romi and SeVi88,

After a thorough internal review of the complaint submitted by user SeVi88, we confirm that the account did not successfully pass the verification procedure.

The documents provided do not correspond to the account information, and the player was unable to confirm ownership of the account. All deposits were made via cryptocurrency, and no verifiable identifying data was associated with the wallet used for the transactions.

Multiple reviews were conducted, however, no additional valid evidence confirming account ownership was received. Due to these inconsistencies, verification could not be completed in line with our KYC/AML policies.

Betroller follows strict security and compliance standards, and the decision was made in accordance with our internal procedures.

Betroller Team

I have provided all the documents required to pass verification.

Yes, the deposits were made through crypto, but I provided:

• Screenshots of your crypto wallet showing deposits to your casino.
• Selfie with your passport against the background of transactions in your casino.
• The crypto wallet confirms that the transactions were made from this wallet (the email address the wallet is registered to is exactly the same as the one in the casino)
• I provided several selfies with the document, several selfies in front of my crypto wallet with all my casino deposits.

The question arises: how can this not prove that the wallet belongs to me? If I took several selfies with my passport alongside transfers to your casino? The answer is simple:

Betroller is a scam. I provided all the necessary documents, but they refuse to complete the verification process. They're simply holding onto my money and stealing it for themselves!

I also sent a screenshot of my crypto wallet account. It contains the email address I use with the casino. There's no other personal information because it's an online wallet, not an exchange. I sent my transaction history to the casino, which shows the date, hash, and amount. I've provided all of this information multiple times, but they're scammers and won't give me my money back.

Thank you, Betroller Casino, for this information.

Please tell us what can be done now from the players' side in order to receive the withdrawal.

Best regards,

Romi

Dear Romi,

Following your question regarding possible next steps from the player’s side:

At this stage, unfortunately, there is nothing further the player can provide to complete the withdrawal, as he has failed to confirm any of the required verification data.

Review Findings:

Non-compliance with KYC requirements

• The information provided in the account does not correspond to reality and does not allow for the identification of the user.

• The account questionnaire was completed incorrectly, lacking verifiable data necessary for identity verification.

Documents and supporting evidence

• The documents submitted by the user do not match the information in the account.

• Account funding was made via cryptocurrency, with no ability to verify the source of funds and wallet details not provided.

• The user cannot prove ownership of the account due to the absence of correct and matching documentation.

Interaction history and intentional violations

• The account was previously blocked: the user was denied betting in January 2026.

• The presence of inconsistent data and prior attempts to bypass restrictions indicate intentional submission of false information to violate platform rules.

Legal Justification:

• All actions taken by Betroller.com are fully compliant with internal security procedures, KYC (Know Your Customer) and AML (Anti-Money Laundering) requirements.

• The account suspension and denial of betting are fully justified by the presence of inaccurate information and unverified account ownership.

• Any attempts by the user to challenge these security measures are unfounded, as the company acted strictly in accordance with transparency and anti-fraud standards.

Conclusion:

The Security Department of Betroller confirms that the company adheres to the highest standards of security, transparency, and legal compliance. The measures taken regarding this account are necessary to protect the platform, its clients, and to ensure compliance with international KYC and AML standards.

Based on the above, the complaint is considered unfounded, as the user did not meet the mandatory verification standards required to process withdrawals.

Best regards,

Betroller Team

And now in order:

Review results:

Failure to comply with KYC (know your customer) requirements.

• The information provided in the account is not true and does not allow the user to be identified.

• The registration form was filled out incorrectly and did not contain the information necessary to confirm identity.

I filled out the form correctly, but I was in a hurry and didn’t fill out all the information.

Date of birth, date of issue of the document - completely matches the document I provided.

• The account was replenished in cryptocurrency, but it was not possible to verify the source of the funds, and the wallet details were not provided.

Complete lie.

• I provided a screenshot of the wallet from my personal account.
• Screenshots of transactions sent to your casino! (With time, date, and transaction hash)
• In my crypto wallet personal data, the email is - Sevi808@yandex.ru I have an account at your casino registered to this same email. Why are you saying I didn't provide you with this information?
• I also provided a selfie with a document against the background of a transaction in my crypto wallet to your casino. But you continue to lie that this data was not provided. (I'll attach screenshots below.)

Administration, please make my personal wallet and email screenshots private for other users. Thank you.

Betroller is a scam company, just like all its clones (1xbet, 1xbit, melbet, betwinner and others).

They're saying I didn't provide screenshots of my crypto wallet, but I did provide not only screenshots, but also photos of the wallet and transactions with my ID. This is a scam casino. Avoid it.

Thank you, Betroller Casino, for the information.

Dear user,

Unfortunately, as you failed to provide the correct documents and therefore failed the KYC, we have to close this complaint now as unjustified.

Please make sure next time to provide correct information; otherwise, we won't be able to help in any way.

Best regards,

Romi