Betrophy Casino - Der Rückzug des Spielers wird kontinuierlich verzögert.

The casino is not paying out winnings, the live chat always says it is in processing.

Das casino zahlt Gewinne nicht aus immer kommt vom live-chat ist in Bearbeitung.

Dear mandelringo90, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Could you kindly specify when exactly you requested your withdrawal?

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

Best regards, 

Veronika

Haven't had a payout there yet.

My account is confirmed according to live chat

I played with bonus and successfully implemented

On March 29, 24, I requested a payout and in the live chat it says that the payout is processed every day, even on holidays. The strange thing is that the live chat always says the same thing. Your payout is being processed.

Habe noch keine Auszahlung dort gehabt.

Mein Konto ist laut live-chat bestätigt

Ich habe mit bonus gespielt und erfolgreich umgesetzt

29.3 24 habe ich die Auszahlung beantragt und im live-chat heißt es die Auszahlung werden jeden Tag bearbeitet auch an Feiertagen. Das komische ist das der live-chat immer das gleiche schreibt. Deine Auszahlung ist in Bearbeitung.

Thank you for your response. 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, please, let us know and we will intervene and try to help you.  

Why should I wait 14 days if the casino advertises much faster payouts? You don't even get an answer as to when the payout will be made. And the casino already has a bad rating from you. There's no need to wait another 14 days.

Warum soll ich jetzt 14tage warten wenn das casino mit viel schnelleren Auszahlung wirbt? Man bekommt ja nicht mal eine Antwort wann es ausgezahlt wird. Und das casino hat ja bei euch schon eine schlechte Bewertung. Da brauch man nicht noch 14 Tage warten.

You can invite the casino to see what they say about it

Sie können ja mal das casino einladen was die dazu sagen

I understand how important it is to receive your winnings in a timely manner. If for some reason you do not receive your winnings after the 14-day period, we will be happy to step in and invite the casino to the discussion to resolve the issue.

But you can already have the casino take part in the discussion that they can confirm to me. That my account is really verified. Because the live chat only ever writes the same thing.

Aber man kann doch das casino schon an der Diskussion teil haben das die mir ah bestätigt können. Das mein Konto wirklich verifiziert ist. Weil der live-chat schreibt ja immer nur das gleiche.

The complaint can be closed, I received my money today so I also give the casino a good rating

Die Beschwerde kann geschlossen werden habe heute mein Geld erhalten somit gebe ich auch dem casino eine gute Bewertung

Dear mandelringo90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru