Betrahen Casino - Das Spielerkonto wurde geschlossen und Auszahlungen sind gesperrt.

 Account blocked, unable to withdraw remaining balance

Hello,

I would like to report an issue with my account at Betrahen Casino.

My account was recently blocked by the casino ("Client locked"), and I am unable to access it. At the time of the block, my remaining balance was $180.

Some details about my account:

I played mostly slots, and occasionally sports bets.

I did not use any bonuses.

My account was fully verified successfully.

I am simply requesting the withdrawal of my remaining balance. The casino has blocked me without providing a valid reason, and I am unable to access my funds.

I hope CasinoGuru can assist in resolving this matter or at least provide guidance on how to recover my balance.

Thank you for your attention.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.
• What games did you play to accumulate the winnings you've been trying to withdraw shortly before your account was blocked?
• Has the casino informed you if you would receive your remaining balance, or if the amount would be confiscated?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have forwarded the letter to you by email.

The last games I played were slots.

I'm not entirely sure about the confiscation of funds. They haven't given me a clear answer. They said the account would be blocked, but they're simply ignoring me regarding my account balance.

Письмо переслал вам на почту.

Последние игры которые я играл это были слоты.

По конфискации средств ничего толком непонятно. Они четко не ответили. Они ответили что аккаунт будет заблокирован, а по поводу моего баланса на счету просто игнорируют меня.

Thank you for your email. Please forward me the entire conversation thread between you and the casino customer support, not just a screenshot of the last message you received. Thank you for your cooperation.

So, there's no more correspondence with support. There was some internal messaging within the account. But the account is now blocked. That's it. There's nothing else.

Hello yatsik13,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear yatsik13,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello yatsik13,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 Amandda21,

I would like to inform you that 1win Casino has reached out to me via email requesting your account details. I have provided them with the necessary information, and we are now awaiting their further response.

We will keep you updated on any developments.

What Amanda??? What 1win??? Do you see where you're writing? Betrahen Casino is a scammer who hasn't responded to you for two weeks!

Какая Аманда??? Какой 1win??? Вы видите куда вы пишите? Казино betrahen это мошенники которые не отвечают вам уже две недели!

Dear yatsik13,

Thank you for pointing that out, and I sincerely apologize for the confusion in my previous message. The mention of another player name and casino was a mistake on my side.

To clarify, Betrahen Casino has contacted us via email regarding your case, and we are currently in communication with them. We will keep you updated as soon as we receive further information.

Thank you for your patience.

Dear yatsik13,

I understand your frustration, and thank you for your continued patience.

At this point, I am extending the timeframe for the casino to respond by an additional final 7 days. This will be the last extension granted. If the casino fails to provide a relevant response within this period, the complaint will be closed as unresolved, which may negatively impact their rating on our website.

Please rest assured that I will keep you informed of any updates.

Dear yatsik13,

After carefully reviewing all available information and communicating with the casino, we have unfortunately reached a point where we are unable to continue investigating this case further.

The casino informed us that the account closure was related to internal risk management concerns. However, when we requested supporting evidence that would allow us to independently verify these claims, the casino stopped responding to our further inquiries.

As the casino failed to provide sufficient evidence to support their position, we were unable to properly assess the case and therefore have no other option but to close this complaint as "unresolved".

This outcome will negatively affect the casino’s rating on our website.

For future gameplay, we strongly recommend choosing casinos with a higher Safety Index and better overall reputation, as this can significantly reduce the risk of encountering similar issues.

I understand this is not the outcome you were hoping for, and I’m sorry we could not bring the case to a more satisfactory resolution.

Best regards,

Barbora

Casino.Guru