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.

Das Casino hat nach Abschluss meines Bonus meine gesamten Gewinne in H?he von 298€ eingezogen und behauptet, ich h?tte angeblich meine IP Adresse verschleiert oder ver?ndert, um illegal auf ihrer Seite spielen zu k?nnen. Diese Anschuldigung ist einfach falsch und es ist ein klarer Betrug. Ich habe NIEMALS etwas derartiges getan und das Casino gibt mir auch keine klare Auskunft wie sie darauf kommen oder Beweise.

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

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

Hallo,

danke für deine Antwort.

• Ich habe nicht ein einziges Mal einen VPN benutzt oder anderweitig meine IP verschleiert.
• Ich hab meine Adresse bei der Registrierung angegeben und andere pers?nliche Daten wie Handynummer etc. Ich musste jedoch kein Land ausw?hlen bei der Registrierung, dieses Feld gab es nicht einmal. Das hat mich nicht gewundert, weil das bei den Betreibern des Casinos auf anderen Casino Seiten auch schon so war.
• Die KYC Prüfung habe ich ohne Probleme vollst?ndig abgeschlossen

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.

Hello,

I have forwarded the entire conversation to your email.

thanks and greetings

Marcel

Hallo,

Ich habe dir das ganze Gespr?ch weitergeleitet an deine E-Mail.

danke und Grü?e

Marcel

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.

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

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 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.

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