Betroller Casino - general discussion

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Betroller Casino has been withholding my funds, 414 USDT, since January 7th. I was assigned verification, and I promptly provided all the documents (passport, selfie, Taxpayer Identification Number, SNILS, utility bills, transfer statements—all the documents they didn't even ask for). To this, I received a response from the security service: "The Security Service has no reason to believe that this user ID belongs to you." After this, they stopped replying by email and won't perform verification. I provided all the photos—probably about 50-60 in total, from different angles and backgrounds—but the security service is ignoring me. These are outright scammers; they respond to other emails, but not mine.

I don't recommend anyone get involved with these scammers. I didn't do anything wrong, I won some, I lost some. But they refuse to verify me.

What reason do they have to not believe that is you, though? Do you have any clue?

They simply replied to me: "We have no reason to believe that this ID belongs to you." After that, they ignored me by email and have not responded for about 14 days. They are scammers. I sent them my passport, selfies, transactions—I sent about 60 photos, but they have not responded to me.

Oh, let's now hope that the casino will respond to the complaint and share what made them believe the KYC wasn't successful.

I have been reading this thread and I'm honestly going through a similar situation of feeling helpless and confused and what next i should do. I have a case here on CasinoGuru against this bookmaker called betroller, and recently the bookmaker failed to respond in the given 7 days but was ultimately given an extension but I doubt the bookmaker will respond.

But for me it's about my funds being confiscated like the players case, it's about my winnings not being paid out and the crazy part is that on their side it says the withdrawal is approved but 36 days later the funds are still not being paid out and everytime I ask why it's always the same excuse "specialists are still working on the issue" there's no clear explanation as to why the funds are not being paid.

In the past couple of days I decided to stop asking for updates and instead try and use any ADR but subsequently over last couple of days the casino is using the same delay tactic they've been using for my payment, everytime I ask for their ADR provider it's always "specialists are still checking for this information come back at a later date for updates" so I tried messaging all the individual ADR providers and only igaming replied and said they don't represent the casino and the other 3 have not responded at all.

So I don't know what to do at this point because the withdrawal has been approved but for some odd reason it's not being paid and the casino doesn't want to say why

I can see why you're feeling stuck at this point. The withdrawal has been marked as approved for more than a month, the original payment-query deadline has passed, and you're still not getting a clear explanation of what is actually holding the payment up.

I also checked the ADR side of this. Anjouan Gaming currently lists EGIS ADR, Axion ADR, iGaming ADR and CADRE as approved ADR providers. The problem is that the public information doesn't clearly show which one Betroller has specifically designated for its players. Since iGaming ADR has already told you that they don't represent Betroller, I understand why you're trying to get a straight answer from the casino about this.

For now, I would give the existing complaint here a little more time. Munya has already extended the casino's response period and has also tried reaching Betroller through alternative channels, so there is an active attempt to get them involved.

I wouldn't read their silence as proof of anything yet, but after 36 days without the approved withdrawal and without a proper explanation, your frustration is certainly understandable.

You've already done quite a lot from your side, so I wouldn't keep repeating the same requests to support. Let's see whether Betroller responds within the extended complaint timer or whether one of the remaining ADR providers gets back to you first.

Fingers crossed. 🤞

Hi Jaroslav

Thank you for the words of courage and enthusiasm it really means a lot during this difficult time.

But I honestly believe the casino will not respond, not because they can't see the complaint but mainly because there's no justification on their side on why the funds haven't been paid out in 37 days, so if they decide to respond they have no excuse that they can say so they will simply choose to just not respond at all.

The casino knows no real consequences will happen if they choose not to engage and I believe that's the root of the problem with these casinos, there's no real authority that can hold them accountable.

But hopefully when the timer runs out munya can assist me on the wat forward

I understand where your doubts are coming from and why you’re concerned that the situation might not be resolved.

To be fair, there is always that possibility with any casino. We can never know in advance whether a casino will cooperate in every single case, so unfortunately, we have to be prepared for different outcomes.

The casino still has some time left to respond, so let’s hope they get back to us and provide more information.

If they don’t and the complaint eventually ends as unresolved, the casino would receive black points and its Safety Index would be affected accordingly. Those are the consequences we can apply from our side.

I have also been monitoring the said bookmaker, I noticed reviews on trustpilot are piling up, comments are under their Instagram pages are also pilling up and complaints here on casino guru are also piling up and in all these platforms players are complaining about the same thing, their withdrawals haven't been paid out in over a month, so I think my case is not an isolated incident.

There's something terribly wrong going on in that casino

Considering all that has been said and especially the complaint of lack of response, I honestly fear you might be right. I wish I could add something else, but it really does not seem very promising, as Jaro said, though it's not over yet.

Yes, it may not always be ideal, but this is also one of the reasons why I keep encouraging players with genuine problems to submit a complaint and, most importantly, to see the process through.

We don’t use Trustpilot or similar platforms as the main basis for deciding whether a casino has been having the same problems for a longer period of time. What is much more relevant to us are the cases that actually come through our complaint system.

If several players come to us with similar issues, submit complaints, and those cases show that the casino repeatedly doesn’t respond, cooperate, or resolve the situations, then that gives us a much more relevant picture of how the casino is behaving.

That’s why completing the complaint process is important. I know it can be frustrating when a player waits a week, then the timer is extended, then another reply comes and there is another period of waiting. But the final outcome matters, both for us and for other players who may check the casino later.

If complaints repeatedly end up unresolved because the casino doesn’t cooperate or fails to resolve the issue, this can have consequences for its Safety Index as well.

So whenever there is a genuine problem, I think it’s important to submit the complaint and then be patient enough to let the process reach its conclusion.

So I contacted every ADR provider currently listed by Anjouan Gaming as an approved provider, and each confirmed that it does not represent Betroller and i have all the emails as prooft. Which is odd to me because the Anjouan licence validation page states that the Operator must provide access to an independent Alternative Dispute Resolution (ADR) service and All licensed operators under Anjouan Gaming are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

At this point I'm asking myself if this is even a legit casino or i fell for a scam

I think all I can really say for now is that we’ll have to see how it develops.

From what I can see, the casino still has around two hours left to respond. If they don’t reply within that time, I know our complaint team will usually make further attempts to get in touch with them and give the casino some additional time to respond.

If contact still can’t be established after that, the complaint may eventually have to be closed accordingly.

But I don’t want to predict how this will end. I’d much rather see the casino respond and the whole situation reach a positive outcome for you.

So for now, let’s see what happens next.

As I predicted, the casino never responded. Munya recommended i contact and ADR but I already did and all 4 confirmed they don't represent Betroller. I also tried opening a complaint with the gaming authority but it's almost 2 weeks now and I never got a response so I don't think I'll hear from them.

At this point i have accepted that I got scammed and I'll never recover my funds because there's nothing else I can do, I really hope other players can be warned about that casino

But appreciate casinoguru for doing their best to help out

I’m sorry about how the situation turned out. I wish it had ended differently.

As for the complaint you sent to the licensing authority, these things can take some time. Two weeks isn’t necessarily that long, so I wouldn’t consider it completely hopeless just yet.

Still, I understand that if this is the last option you have left and all you can do is wait without even knowing whether anyone will respond, that can be quite difficult.

If the licensing authority does eventually get back to you, please let us know.

I did a bit more digging because the casinos behavior struck me as odd, why the sudden change in character?

So I crossed referenced all cases that involved similar situations i experienced here on casinoguru, trustpilot and askgamblers. And I found an interesting common denominator in all these cases.

It turns out when a casino does not intend to renew it's license and only about 3/4 months is left on their license casinos tend to have deposit and withdrawal delays in that period similar to mine. How i know this? I went to Anjouan Public Register and searched up all bookmakers that were involved is similar disputes, looked at when their license expired and when the deposit and withdrawal disputes started happening and also if the bookmaker still operates. Thats when I found the 3/4 months pattern.

So it turns out, Betrollers license is set to expire on 21 November 2026 and deposit and withdrawal disputes started to happen at the end of July.

Now I'm not saying this is a common practice in the industry, I'm just pointing out the pattern recognition and possible explanations

We also try to look for certain patterns and, when we notice something concerning, warn players about it through the casino review.

For us, though, complaints are one of the best sources of information for this because they give us real and measurable cases to work with. That’s also why complaints can be useful in a broader sense, even if an individual player whose complaint wasn’t resolved may not necessarily see it that way.

The more relevant cases we have, the easier it is for us to see whether the same problems keep happening and whether players should be warned about them.

Woke today to the official announcement from betroller saying

"Dear Users, please be informed that the project will be closed 

on September 10, 2026

. Please Withdraw the remaining funds from your account 

by 23:59 PM, September, 10, 2026

. After this date, access to the platform will be closed. Thank you for your understanding"

So my model and analysis of their behavior was correct, it was connected to them closing down the casino.

My question is, if they close down does that mean we will never receive our monies? Like it's gone forever?

It’s definitely possible. However, if they told players to withdraw their remaining funds, I really hope they will actually process those withdrawals and that it won’t just end there.

Of course, anything can still happen, and I wouldn’t want to promise you that you’ll definitely receive the money when I simply can’t know that for sure.