The player from Germany faced a problem with withdrawing €298 in winnings, which the casino confiscated after accusing him of masking his IP address to play illegally. He denied these allegations and stated that the casino had not provided a clear explanation or evidence for their claim. The Complaints Team informed him that, due to the issue being related to the sports betting section of the casino, they were unable to provide assistance, as there was no dedicated department to address such cases. Consequently, the complaint was closed as unresolved.
Betizy Casino - Player’s winnings have been confiscated due to a VPN usage.
Amount: €298
Betizy Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
Betizy Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
3 months ago
Translation
After my bonus was completed, the casino confiscated all of my winnings of €298 and claimed that I had masked or changed my IP address in order to play illegally on their site. This accusation is simply false and a clear case of fraud. I have NEVER done anything of the sort, and the casino hasn't given me any clear explanation as to how they came to this conclusion or any evidence.
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Dear Marcel4416,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To better understand your situation, I’d like to ask you a few questions:
- Have you used any VPN or IP-masking software to alter your true location while accessing the casino? If so, could you specify which country you selected while using the VPN?
- Did you provide accurate personal information in your casino profile, including your address and country of residence?
- Have you successfully completed the full KYC verification?
I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your response.
Best regards,
Veronika
Public
Public
3 months ago
Translation
Hello,
Thanks for your answer.
- I have not used a VPN or otherwise masked my IP once.
- I provided my address when registering, along with other personal information like my cell phone number, etc. However, I didn't have to select a country when registering; there wasn't even a field for that. This didn't surprise me, as the casino operators had already done this on other casino sites.
- I completed the KYC check without any problems
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Thank you for your reply. Please forward me all the communication between you and the casino that could be relevant to the investigation of your case at [email protected]. Thank you for your patience and cooperation.
Public
Public
3 months ago
Translation
Hello,
I have forwarded the entire conversation to your email.
thanks and greetings
Marcel
Automatic translation:
Public
Complaint Specialist
Public
3 months ago
Thank you very much, Marcel4416, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Marcel4416,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since Betizy Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
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.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Marcel4416,
I wanted to inform you that I have received a response from the casino regarding my inquiries. The additional information is currently under review, and I will update you as soon as I have all the necessary details.
Thank you for your understanding and continued patience.
Public
Casino Analyst & Complaint Specialist
Public
2 months ago
Dear Marcel4416,
I regret to inform you that, since your issue is primarily related to the sports betting section of Betizy Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case. If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.
Thank you for your understanding.
Best Regards,
Kubo
