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

I requested a transfer 4 days ago. The operators reply that the management of payments depends on the financial department. They always reply in the same way saying that they are sorry for the inconvenience and that their team will resolve the withdrawal request as soon as possible, to check emails and spam for any communications from them. After 15 chats with the operators I asked to send me by email the reminder that they said to do to their financial team to proceed with the transfer, but they can't because they are internal communications. Absolute zero transparency and correctness.

Dear pippo33,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear pippo33,

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.

After the free spins rollover the amount appeared as withdrawable money. I made the withdrawal with bank transfer. After 25 chats and after eight days, the amount I withdrew was passed as real balance, I contacted them again and they told me that I had to deposit to withdraw the amount. (An excuse). I gave up because I was discouraged and I don't want to deal with them anymore. They are not transparent, a mess to avoid.

Dear pippo33, please allow us to clarify one important point: after winning from a no-deposit bonus, it is quite common for casinos to require a deposit before processing a withdrawal. This step is typically used to verify the player’s payment method and confirm identity and account ownership.

In most cases, once the deposit is made and the payment method is verified, the deposit itself can be withdrawn along with the winnings, provided all terms and conditions have been met (such as wagering requirements and withdrawal limits tied to the bonus).

If you change your mind and decide to try again, we recommend contacting the casino’s support to confirm the exact deposit amount required and whether it can be withdrawn together with your bonus winnings after verification.

Dear pippo33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm sorry but you shouldn't have allowed the withdrawal and after 20 chats you could have said so in advance.

I will never pay on your site.

Greetings

Dear pippo33, please note that without further cooperation or willingness to complete the necessary verification steps required by the casino (such as making a validating deposit in accordance with their terms), we are unable to assist you further in pursuing the withdrawal.

26.7. Betrophy.co may, at its sole discretion, decide to give free spins to its customers as a present. In that case, the customers might be required to perform a minimum deposit equal to the winnings gained as a consequence of the free spins, and to wager the deposit in question 5 times before any withdrawals of winnings are permitted. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.