Betrophy Casino - Pelaajan voittoja on pienennetty.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with? If possible, please post the link or promo code you used to activate the offer here in this thread.
• Can you post a screenshot of your bonus history here, too?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

And finally, my last email to the manager, which was then also not answered:

Und am Ende noch meine letzte Email an die Managerin welche dann auch nicht mehr beantwortet wurde:

Here is a screenshot of my deposit:

Anbei noch der Screenshot meiner Einzahlung :

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Bastianbaum for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betrophy Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

Thanks for the help 🙂 I hope it can be clarified

Danke für die Hilfe 🙂 ich hoffe es kann geklärt werden

Good day

This morning I finally got an answer to my last email

This doesn't make sense. First it says that the bonus conditions for this bonus that I used were special.

Now it is claimed that the general terms and conditions state that the maximum payout is €1000.

However, the bonus conditions state something different:

Now I am curious about the solution that will be proposed to me.

Guten Tag

heute Morgen bekam ich dann auch mal eine Antwort auf meine letzte Email

dies ergibt keinen Sinn erst wird gesagt das die bonusbedinungen von diesem Bonus den ich genutzt habe speziell waren.

Nun wird behauptet es würde in den allgemeinen Geschäftsbedingungen stehen,dass 1000€ max. Auszahlung ist.

was allerdings in den Bonus Bedingungen anders steht:

Nun bin ich auf die angesprochene Lösung die mir vorgeschlagen werden soll gespannt.

This is what the casino wrote to me

However, I will wait for an answer here first because 200€ as an Amazon voucher is not nearly the same as 1400€ in real money 🙁

dies schrieb mir das Casino nun

ich werde allerdings erstmal auf eine Antwort hier warten denn 200€ als Amazon Gutschein sind nicht annähernd das gleiche wie 1400€ echtgeld 🙁

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.

Dear Peter,

Thank you for bringing this matter to our attention.

As shown in the screenshots submitted by the player in the thread, it is evident that they were fully aware of where and how to access the Terms and Conditions related to the bonuses they participated in. It therefore appears that they had reviewed the applicable terms but simply disagree with them. In this particular case, the relevant Terms and Conditions were also communicated to the player on several occasions.

Furthermore, we would like to emphasize that the maximum conversion for this specific bonus is EUR 1,000 (or the equivalent in other currencies). This rule has been consistently applied to all players who participated in this bonus campaign and is not subject to exceptions. As this is a rule specific to the campaign, the general maximum conversion clause from the General Terms and Conditions does not apply.

For your convenience, we are attaching the link to the applicable bonus Terms and Conditions:

https://betrophy.com/tc-pages/casino-special-bonus7

We believe this provides further clarity to the matter.

Kind regards,

Betrophy Casino

Thank you for the clarification Betrophy Casino representative.

Dear Bastianbaum, as the casino explained, the maximum conversion for this specific bonus is EUR 1,000 as specified in the bonus terms and conditions. While we understand the frustration this might have cause there isn't much we can do in this situation and will subsequently reject your complaint. 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.

Kind regards,

Peter