The player from Germany had requested his first withdrawal from Betrophy two weeks ago but had not received any response or payment. Despite submitting identification documents to the KYC department, he had been unable to get confirmation or assistance, receiving only generic responses from live chat and support. The withdrawal was eventually processed partially, with only €2,250 paid out instead of the €5,000 requested, due to an adjustment related to a cashback bonus limit stated in the casino's terms and conditions. The player denied activating any bonus, and further clarification was sought by the Complaints Team, but the player did not provide the requested bonus history screenshot. Due to the lack of response from the player, the complaint was closed at that time.
Betrophy Casino - Player's withdrawal is delayed with no feedback.
Player stopped responding
Amount: €5,000
Betrophy Casino
Safety Index:LowCase summary
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?
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.
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
TranslationWhich games did you play to earn your winnings?
-> exclusively sports betting (basketball)
Do I understand correctly that you were not asked to complete KYC verification, but sent the documents to the casino on your own initiative?
-> Correctly, after the first week or feedback regarding my payment, I uploaded the documents or submitted them to the KYC office without being asked.
Did you achieve your winnings with or without an active bonus?
-> No, I used my deposit without a bonus.
When did the casino last contact you regarding the processing of your payment?
-> On February 11th, I wanted a statement regarding their advertising: "Enjoy hassle-free deposits and withdrawals with secure methods and fast processing times."
The answer was: "Dear xxx,
Thank you for reaching out and for providing detailed information.
We understand your concern regarding the timing of your withdrawal request. While our website and email communications indicate estimated processing times ("3-5 working days" and "fast processing"), these are guidelines for typical cases. Occasionally, certain requests may take longer due to additional verification checks, banking procedures, or other factors that ensure security and compliance.
Rest assured that we are actively monitoring your request and will process it as soon as possible. We truly appreciate your patience and understanding.
Thank you again for your feedback, and we remain at your disposal for any further questions.
Regards,
Monica S. | Customer Support"
TranslationMy payout has now been confirmed. However, we only transferred €2,250 instead of €5,000.
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
Thank you for reaching out to us.
After checking your account, we would have to inform you that winnings in the amount of 2,749.21 EUR were adjusted due to the application of the cashback bonus amount witch is 125 EUR.
In accordance with our Terms & Conditions the maximum cashout amount for winnings generated with a real cash Cashback Bonus is ten times the amount received or up to a maximum of 5,000 $/€, whichever is the lesser amount.
As you have received a 125 EUR cashback bonus, the maximum withdrawal amount derived from this bonus is 1,250 EUR (10x the bonus amount). Therefore, any winnings exceeding 1,250 EUR generated from the cashback bonus have been removed in line with the stated terms and conditions.
Should you require any further clarification, our support team remains available to assist you 24/7 via live chat and email.
Regards,
Annie L. | Customer Support
Dies war deren Antwort auf meine Frage warum nur die hälfte knapp ausgezahlt wurde. Ich wurde bei der Auszahlung nicht informiert, dass über 2.750€ Euro einfach gelöscht werde. Ich hätte doch niemals 5.000€ ausgezahlt, wenn ich wüsste das über die Hälfte einbehalten wird.
Dazu musste ich fast 3 Wochen bis zur Auszahlung warten.
Thank you for keeping me updated. Could you please send me a screenshot or a link to the cashback bonus you activated and played with?
Have you reviewed the terms and conditions of this cashback bonus to check if there is a maximum win limit applied?
I would like to emphasize that, according to our Fair Gambling Codex, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game; however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us.
TranslationHi,
I don't have a screenshot. I also never actively selected a bonus. In fact, I always selected that I didn't want a bonus.
Thank you for your reply. Please send me a screenshot of your bonus history from your account.
Dear Baller90,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
