Hello, I am writing about the Betzillo.com casino where I received a free bonus of $ 10, I turned over the bonus and was left with $ 121, I requested the winnings which were canceled and returned to the balance, it turned out that the welcome bonus was for players from Australia and New Zealand, after talking to the consultants and asking if I would be able to withdraw as a player from Poland, I received an answer that if I make a deposit in crypto, I would be able to withdraw (I am sending screenshots in the attachment), today I made a deposit of $ 15, turning it over x1 as the consultant wrote, I requested a withdrawal in the amount of $ 122, where the amount was canceled and disappeared completely. The casino is hiding that the bonus was only for players as I mentioned above for Australia and New Zealand. Thank you and I am waiting for a quick response in my case

Hello artur2186,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betzillo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• How exactly did you receive this bonus - was it automatically added to you or offered by the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello I didn't go through verification because they didn't want to, I received the welcome bonus immediately after registration, if it was a bonus for Australia and New Zealand it shouldn't have been added and even if it was after the first withdrawal it should have been canceled and the funds should have disappeared, but that didn't happen, it was only after the deposit that it happened

I received this email after the first withdrawal

Hello artur2186,

Did you do as the casino advised and made the minimum deposit with the bitcoin?

Regards,

Nick

I did as support wrote, minimum 10 dollars

Dear artur2186,

Once your account and payments are verified, the withdrawal process may take up to 14 days to be fully completed.

Please keep us updated and let us know whether you receive the funds from the casino or if there are any further issues.

We will be awaiting your response.

Best regards,

Nick

I am very pleased that you managed to solve the matter. I will let you know if anything happens.

Dear artur2186,

As we are still within the recommended withdrawal period, can you please advise if there's been any update regarding your payment?

Regards,

Nick

Nothing has affected the crypto wallet

the withdrawal has not yet affected crypto

Thank you artur2186 for all the information provided.

We have received that due the bonus being for a different country, the casino would void the winnings.

However, we do not accept this approach as if the player once claims a bonus, the casino should pay him out as well. If a bonus is specifically restricted for some countries, the casino should ensure that the player would be unable to claim it.

I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Great, I hope you will be able to withdraw all the funds

Hello, artur2186,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Only one note for now - from the evidence you provided, there was no information about a minimum deposit amount of 10$.

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betzillo Casino Team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Did the user somehow bypass the casino's system settings/restrictions, or did the casino allow him to claim and use the bonus in question?

If he bypassed the casino's system country restrictions, is the casino able to substantiate its claims and decision with relevant evidence and the exact rule that was applied to his winnings? If not, and the casino allowed him to use the bonus despite the rules prohibiting it, is the casino able and willing to restore his winnings and allow him to withdraw his winnings? Can you provide him with further instructions on how to proceed with the KYC, if needed, and a withdrawal request?

In addition, I strongly recommend you check the communication between the player and a casino live chat representative who confirmed that after making a minimum deposit, he would be able to withdraw his entire balance once the deposit is wagered 1x.

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

I sent you screenshots of the conversations with the consultants to your email so you could familiarize yourself with them.

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 artur2186,

I was in contact with the casino representative, and I was informed that the funds should have been credited back to your gaming account.

You should be able to withdraw the balance now, however, you will need to withdraw it via crypto due to your location.

Can you please confirm it? If your funds are back in the account, could you contact the casino's CS and follow their instructions on how to proceed with the withdrawal if you have not done that yet, and let us know about progress?

Thank you. Looking forward to hearing from you.

Hello, yes the funds are already on my crypto wallet so the case can be closed. Thank you very much for your help, best regards

Hello, yes the funds are already on my crypto wallet so the case can be closed. Thank you very much for your help, best regards

What great news, artur2186!

Thank you for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Thanks also to the Betzillo Casino Team for their help and cooperation outside the thread.

Best regards,

Branislav, www.kpvfaw.com