Hi there,

the casino canceled my winnings without giving any reason and refuses to pay out my remaining money.

Any contact attempts on my part will be ignored.

Hallo,

das Casino hat mir ohne Angabe von Gründen meine Gewinne gestrichen und weigert sich mein restliches Geld auszuzahlen.

Jegliche Kontaktversuche meinerseits werden ignoriert.

Hello Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus?

If there is any relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I collected the winnings without a bonus.

Ich habe die Gewinne ohne Bonus gesammelt.

Thank you very much Martin for your reply. I will now transfer your complaint to my colleague Peter ([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 soon.

Hi Martin,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Betrophy Casino to the conversation to participate in the resolution of this complaint.

Hi guys,

Thanks for inviting us.

We're currently investigating the case and will update you by tomorrow.

Thank you for your patience in advance.

With Regards,

The Betrophy Casino Team

Dear CasinoGuru,

Apologize for the late reply.

We've run a detailed investigation and as per our website's general T&C - "3.18 Betrophy reserves the right to review transaction records and logs whenever needed, for any reason."

In case following these reviews, the account is identified or suspected as a result of non-recreational play type or wager style or collaboration between parties, all winnings and/or bonuses will be revoked at the sole discretion of Betrophy.

For more information, please refer to our T&C: https://betrophy.com/terms-and-conditions

Kind Regards,

Betrophy Casino Department

Dear Betrophy Casino Department,

Thank you for your reply. I would like to ask you for a more detailed explanation including relevant evidence (personal data can be blurred out). My email address is [email protected], thank you.

We would like to ask Betrophy Casino to reply to this complaint or provide the aforementioned evidence. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Martin,

Unfortunately, the casino stopped responding entirely and didn't provide any evidence to support its claims. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority and submit a complaint here: https://validator.antillephone.com/validate?domain=betrophy.com&seal_id=51a95b1577223ad3b4c969e21d3a29ef0399cb648331fcd251b7f0689b6678f310b48ded804dc6c7e1ca27a902bf367c&stamp=3a0df71a1c4921b29f60ef632da84bf0

Gaming authorities have better options and tools to help players, especially in cases like this one. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own ([email protected]). I wish I could be of more help.

Best regards,

Peter