The player from Germany requested his first withdrawal from Betrophy two weeks ago but has not received any response or payment. Despite submitting identification documents to the KYC department, he has been unable to get confirmation or assistance, receiving only generic responses from live chat and support.
Betrophy Casino - Player's withdrawal is delayed with no feedback.
Opened
Current status
Waiting for Casino Guru to reply
2d 20h 50m 23s
Betrophy Casino
Safety Index:Very lowCase summary
Discussion
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1 week ago
Translation
Hello,
I have already read your posts about Betrophy. This is the reason why I am only contacting you now.
I requested my first withdrawal two weeks ago. After a week without any response or payment, I unsolicitedly sent photo ID, a bank statement, and a photo of my bank card to the responsible KYC department. To date, I have received no confirmation as to whether the documents are sufficient or if anything is missing.
Today I tried to contact them via live chat five times to ask for help. But, like everyone else, they just gave me the standard line that another department handles the payout, that I should keep an eye on my inbox and wait.
also the route via Support@Betrophy.com I was unable to find a solution. Here too, I was only given assurances that they understood my situation and that the relevant department would contact me.
In summary, I haven't received any feedback regarding payment or verification for two weeks now. Is there any hope of a payout, or should I assume the money will never be paid out?
Automatic translation:
Public
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1 week ago
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.
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1 week ago
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.
- What types of games did you play to accumulate your winnings?
- Am I correct in understanding that you were not asked to undergo KYC verification, but you sent the documents to the casino on your own initiative?
- Did you accumulate your winnings with or without an active bonus?
- When was the last time the casino contacted you regarding the processing of your payment?
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
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4 days ago
Hello Baller90,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
