Bety Casino - Pelaajan voitot takavarikoidaan.

Hello team Guru,

This casino did not pay out my winnings, they acuse me off abnormal bets, engaged in fraudulent offers...

I just received the email with the notification, after I made a withdraw off my winnings.

I activated the first welcome bonus 100% and deposited 200 euro. I played the game Madame Destiny on 5 euro bets as in the terms is stated, max bets 5 euro.

I won and then I played the game Polar Paws my favorite game, I wager the bonus on 2,50 euro bets.

Then I try to withdraw my winnings and received later the email where they say I did fraudelent bets?? This casino is trying to make excuses i think to not pay my winnings.

Thanks

Regards,

****

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bety Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Were you asked to provide documents to complete the verification of your account?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

Thank you I will answer following questions.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I made a account 3 days ago using the 100 procent deposit bonus, I saw it on the website casino guru bonusses.

I made yesterday the withdraw of 1846 euro and this morning I received the email and they take my winnings. When I log in now I can see my deposit amount of 179 euro.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played the slot games, Madame Destiny en Polar Paws.

Did you achieve your current balance with the help of a bonus?

I used the first 100 procent deposit bonus.

Were you asked to provide documents to complete the verification of your account?

No they did not ask for documents when I made the withdraw.

Regards,

****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]), 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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Bety Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

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.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino Safety Index. I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: [email protected]. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team