Betrix Casino - general discussion

If you want to discuss anything related to Betrix Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Hello,

I have issue with betrix casino. They try to avoid to pay my previous winnings 11400€. I have never broken any rules.

What do you mean they try to avoid paying you, please? What is the reason they gave you not to pay exactly?

Yes, they are trying to avoid paying out my winnings and they doesnt gave me any reason what I am doing wrong. I told them via email that I wanted to close my account because of my gambling problem and that they paid out my balance.

Understand now.

Our complaint team will investigate this case of yours thoroughly, and hopefully we'll be able to find a solution soon.

Did you find anything regarding this mentioned in their terms, perhaps, I wonder?

Hi Romi! There is nothing in the terms and conditions that I have violated. The account is fully verified, all the required documents have been sent to the KYC team. It is no coincidence that they refuse to pay out my winnings when I won larger winnings. Due to my gambling problem, they have previously paid out the winnings for small withdrawals, because they knew that I would play my winnings and more back.

Sorry, I didn't mean that you have violated something, of course. Bad expression.

Sometimes casinos have written in the terms that if a player wants to close the account, they will do it right away but confiscate all the remaining balance, actually.

We, of course, do not agree with this kind of term and always try to fight for the player whenever this is a case.

That was what I meant if they perhaps have something like this written, you know.

I really hope, though, that we'll be able to help you out, of course. 🙏

hi.

the treatment I have experienced from L.C.S casino towards me is shocking. Due to my gambling problem, I have closed my account several times, at least at their Slotshommer casino, where I lost a lot of money, but I always managed to open my account with them again. You can easily see from my gaming habits that I am a problem gambler, but this has not been addressed at any point.

Without this latest big win at betrix casino, I would have probably continued playing with their company and lost a lot more money, because I have bans on casinos from other companies and have blocked the following payment methods: brite, trustly, zimpler, trumo, nordea card payment. You can also see from the bank statements I sent to L.C.S casinos that I suffer from a serious gambling problem.

The company constantly sends me new bonus offers, which unfortunately I could not resist and I fell for them time and time again. I also won a bigger win at the beginning of June from Betrix casino with a VIP bonus and my balance was at best over €8000. However, I was only able to withdraw €1000 of this, because their maximum withdrawal amount is €1000 / withdrawal and processing time is long, so in the grip of gambling I ended up losing almost all of these winnings. Now that I managed to increase my balance to almost €13000 at best, I decided to write them an email about my desire to block casino games and sports betting so that I would not play the money back when there is no such responsible gambling section on their site. Alternatively, I told them that they would close my game completely due to my gambling problem and manually withdraw my balance to my bank account.

I have played at different casinos in my life for so long that I never thought I would get an answer from them that they are not going to pay out winnings because of some invented rule violation, and despite my several inquiries I still have not been told what the violation is in their opinion. This company is scamming people.

Our complaint team will investigate the whole situation, and we'll do our best to help you out. We just need the casino to communicate with us first, and only then will we be able to move forward, of course.

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Thank you

Hi, can I get some help, I think I will never be able to withdraw my winnings (375€) that I won after wagering the welcome bonus at Betrix casino, I have tried to verify my account (KYC) but nothing happens, my documents are just "pending" meaning no one will accept them, Live chat was no help either, they just asked me to wait. I don't know what to do..

Hi, how long have your documents been pending? I know it's certainly not pleasant if you're waiting and nobody knows anything. But sometimes you have to be a little patient, which is why I'm wondering how long you've been waiting. 

Have any documents been accepted or not?

HI, I might just be overreacting, but on Frostybet when I tried to verify my account, all of my documents got sent back, without any specific reason, and so I am afraid that this casino will do the same, they accepted my driver’s license, but my tax document for POA wasn’t clearly enough.

Then stick with the process and see how it goes. Now that the driver license has been accepted, I believe you can do the rest. 

The tax document will probably have to be of better quality, but that's not a big deal. When you manage to send everything, let me know if it had a positive result.

If not and you don't know what to do next, we will try to help.🙂

Hi, I got my account verified but now they are taking their time with my withdrawal, I think all is going to be okay, my patience are just very thin when it comes to casinos and especially if they are a bit shady, but thank you for answering and helping me with this.

I completely understand such views, believe me, you are not the only one who has them. 

However, sometimes there is no reason for it and I can see that you have progressed.

So we'll wait for you to come out and hopefully it won't take long.

I'll be here if you have something new.

Okay so, now my withdrawal has been cancelled and they asked me for my bank statement which I sent, but nothing has happened yet, I am starting to think that I won’t bee seeing my money anytime soon. I could really use your help, if you can do something about this. Because they are going to wait the two days to confirm my document, then the withdrawal doesn´´´ t work on weekends so that´ s another three days

Unfortunately, in this case we are unable to do much either, just to wait with you, actually.

Let us know on Monday in what state it is, please.

Well It is Monday now, and they have keeping my withdrawal for five days. I asked about it multiple times from them, and they told that my withdrawal is in "priority que" but I don’t see anything happening anytime soon…

Did they inform you that there has been a high amount of withdrawals waiting, perhaps?

That could really be the issue, actually. 🤷‍♀️