Betriot Casino - Il giocatore non ha ancora incassato le vincite.

Good morning,

I created an account on Betriot, played slots, and placed some sports bets.

When I tried to make a withdrawal a few weeks ago, I was asked to complete KYC verification, which I did—and it was fully processed, although it took two weeks. Since then, for no apparent reason, they’ve continued to block my account and refuse to pay out.

Bom dia,

Fiz conta na betriot, joguei em slots e fiz algumas apostas desportivas.

No momento do levantamento há semanas foi solicitado KYC, o qual realizei e foi completo apesar de demorar 2 semanas. Após isso sem justificação aparente continuam a bloquear a conta e não pagam.

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.

Dear Mary412,

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 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

Good afternoon, everything has been approved and verified, and now the account is "restricted" and there is no information available.

Time is passing, and the money is tied up there for no reason.

Boa tarde, foi tudo aprovado e verificado e agora a conta está "restrita" e não há informações.

O tempo passa e o dinheiro está lá preso sem justificação.

I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation better.

• When you say restricted, do you mean you cannot log in to your account? If you can still log in, please specify what the restrictions are. And if possible, please share a screenshot of your verification page.
• Did you achieve your current balance with the help of a bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was restricted?
• Could you please share with me any relevant communication with the casino? Please post screenshots here.

Thank you very much in advance for your reply.

Hello, I reached this balance through slot machines and some sports bets.

The account was flagged as restricted after the document verification process was completed; when I try to request a withdrawal, it says "account restricted." (I’m attaching a photo.)

I have €1,730 in the account. A €500 withdrawal has been pending for several weeks, and the remaining €1,230 is locked in the account because the casino won’t let me request any withdrawals due to the account being restricted.

The account has been restricted for weeks, and I’ve been playing at the casino for about two months. To this day, the casino has not provided any explanation as to why the account is blocked, even though the verification process is complete.

Olá, eu atingi este saldo através de slots e algumas apostas desportivas.

A conta apareceu restrita após terminar a verificação dos documentos, quando tento pedir um levantamento diz "conta restrita". (envio foto em anexo).

Tenho lá 1730€. Um levantamento de 500€ pendente há várias semanas e os restantes 1230€ bloqueados na conta porque o casino não deixa pedir nenhum levantamento devido à conta estar restrita.

A conta está restrita há semanas e eu jogo no casino há cerca de 2 meses. Até hoje o casino não deu nenhuma explicação do porque de a conta estar bloqueada apesar da verificação estar completa.

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

Dear Mary412,

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,

Jean