Betrophy Casino - Затримка зняття коштів

I tried to withdraw €480 from my Betrophy.com account. Despite meeting all requirements and providing all necessary documents, the money has not been credited to my account. I also submitted all required documents for KYC verification, but their KYC team does not respond to emails. Customer support has been slow, vague, or nonexistent.

It is extremely frustrating to deposit time and money on a site that does not honor legitimate withdrawals. I advise other players to be cautious – do not risk your money on this site until they resolve withdrawal and KYC issues.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The problem is that the first withdrawal was on September 10, 2025, for €500. On September 15, I received a message from KYC in my Betrophy account telling me to follow the instructions in the email they had sent me, but I never received an email from KYC. I tried contacting them myself, but to no avail. On September 16, 2025, the live chat team instructed me to cancel the transaction and resubmit it, and I've been waiting ever since.

Das Problem ist, dass die erste Auszahlung am 10.09.2025 in Höhe von 500 € war. Am 15.09. habe ich eine Nachricht von KYC in meinem Betrophy-Konto erhalten, dass ich den Anweisungen in der E-Mail folgen soll, die sie mir geschickt hätten, aber ich habe keine E-Mail von KYC bekommen. Ich habe versucht, sie selbst zu kontaktieren, jedoch ohne Ergebnis. Am 16.09.2025 wurde ich vom Live-Chat-Team angewiesen, die Transaktion zu stornieren und erneut einzureichen, und seitdem warte ich.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika