Betcris Casino - El jugador no puede retirar ganancias después de que se bloqueó la cuenta.

Hello, Guru team. A few days ago, specifically on December 11, I deposited $2000 USD into my Bet Cris account. I played and made a profit of $2500 USD. It was my first day using the platform, and I won while playing live roulette. I tried to withdraw the money once my account was verified - they requested my ID and a selfie of me holding the card, which I provided within 10 minutes. They told me I was ready to withdraw. However, when I attempted to withdraw, it was rejected. I tried to withdraw $4500 within 5 minutes but my attempt was rejected. I contacted them through live chat and they told me this:

"Thank you for your patience, Deborah. Management has decided to refund all of your deposits. - Gina 22:56"

Next, they told me that I needed to deposit $2000 before I could withdraw. I asked why I needed to do this when they were the ones who refunded my funds, not me. They were demanding that I put in more money to withdraw my winnings.

Then, they told me to deposit $2000 and that my withdrawal would be available immediately. However, they later changed their mind and said I had to play through the full amount in order to make a withdrawal. That's when things started to feel off to me. Then they blocked my account, saying it would only be opened once I had deposited $2000.

Next, they told me I needed to bring cash to a physical casino. I was ready to go and was in contact with them to let them know when suddenly they told me I couldn't go because I needed to send more documents. I sent the documents, but they decided to keep my account closed regardless.

I had a legitimate win and the casino now refuses to pay me. I provided all necessary documentation, which they have continually rejected since I tried to make a withdrawal. I've included screenshots of the games and game history.

An important thing to note is that while they did return the $2000 USD I deposited back onto my card, that was not something I asked for - it was their decision.

I've attached images of the entire situation. They even admitted in live chat that I could withdraw and that I did win.

In the chat, a rude person named Javier appeared several times. He told me they aren't a fantasy and that he would decide whether or not to open my account. He also said he wouldn't keep repeating messages. When I asked what I should do, he simply said they've been in the business for 35 years and they're not a fantasy.

I sent the requested documents, but their response was that the account would remain closed due to a management decision.

Now they have simply blocked me due to a management decision and kept my winnings.

Please keep these images public so others dealing with this issue can see them

Hola equipo Guru. Hace unos días específicamente el 11 de diciembre ingresé $2000 USD , a la cuenta de bet Cris jugué logré hacer una ganancia de $2500 UDS era el primer día que me regriste primer día y gané en su plataforma en casino en vivo jugando a la ruleta, intento hacer el retiro una vez verificada la cuenta que pedían el ID más selfie mío sostieneo la tarjeta lo hice en cuestión de 10 minutos ya estaba según ellos listo para poder retirar, cuando hago el retiro se me rechaza intenté retirar $4500 en 5 minutos se me rechaza me pongo en contacto en el chat en vivo me dicen esto

" Gracias por el tiempo en espera, Débora, te comento por decisión de Gerencia, se ha realizado el reembolso de tus depósitos realizados.

Gina - 22:56 "

Luego me dicen que es necesario hacer un depósito de $2000 para poder realizar la retirada le pregunto que por qué razón debo de hacerlo si ellos fueron que devolvieron los fondos no fui yo que solicite esa devolución me estaban exigiendo que metiera más dinero para retirar mis ganancia

Luego me dicen que deposite los $2000 que estará disponible el retiro inmediatamente, luego me dicen que no que los ingrese que debo jugarlo al 100% para poder realizar una retirada ya desde ahí eso me estaba oliendo muy mal, luego me bloquearon la cuenta porque quería que depositara $2000 hasta que depositara los 2000 dólares iba ha ser abierta

luego me dicen que debo de llevar en dinero en efectivo a un casino " en físico " ya estaba lista para ir me puse en contactos con ellos para informarles que ya iba, cuando de repente me dicen que no no podré que tengo que enviar más documentos los cuales envié y lo cuales solamente que por decisión de gerencia mi cuenta quedará cerrada

yo gané justamente ahora el casino no quiere pagarme incluso envié toda la documentacion necesaria lo cuales siempre han sido negativos desde que intenté realizar una retirada les envío captura de los juegos y historial del juego

algo muy importante que mencionar si se me regresaron los $2000 USD que ingresé se

regresaron a mi tarjeta, lo cual yo no pedí ni solicité fue decisión de ellos.

adjunto todas las imágenes de este caso que incluso ellos me dicen por chat en vivo que si podía realizar mi retiro lo cual también me dicen que si gané

luego de estar muchas veces en el chat se aparece una persona grosera de nombre JAVIER

lo cual me dice que ellos no son una fantasía que le mande los documentos que él verá si la abre oh no la abre una que él no me iba a estar repórtele los mensajes le preguntaba que debía hacer solamente me decía tenemos 35 años en esto no somos una fantasía

Envie la documentación solicitada lo que me respondieron es que se mantendrá cerrada por decisión de gerencia.

Ahora simplemente me bloquean por decisión de gerencia y punto. Se quedaron con mi ganancia

Porfavor dejar estas imágenes públicas para que otros que tenga este problema pueda verlo

Screenshots from the player:

Dear DeboraMarin,

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.

• Could you please advise how long ago you registered your account?
• Have you had any successful withdrawals from this casino in the past?
• Were your winnings accumulated with or without an active bonus, please?

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

Best regards,

Petronela

Hello, thank you for your response Petronela,

1- The account was created on December 11

2- I had not made a withdrawal before, it was the first

3- without any bonus or rollover

I attach an image showing it

I sent all the necessary documents for verification, which they had told me was verified, then they asked me for more documents, which I sent.

Now they only tell me that the decision is management's, my account will remain closed. That's all they told me, they closed my account and kept my profit.

but before that they told me to deposit 2000 USD to be able to withdraw my profit, something illogical. Why should I deposit more to be able to make a withdrawal?

They told me that by management's decision they had refunded my card for something that I did not ask for.

I hope for your prompt help, many greetings

Thank you!

Hola gracias por tu respuesta Petronela,

1- La cuenta se creó el 11 de diciembre

2- no había hecho retiro antes era el primero

3- sin ningún bonus ni rollover

adjunto imagen donde lo demuestra

envie todos los documentos necesarios para la verificación que me habían dicho que está estaba verificada luego me pidieron más documentos los cuales envié.

ahora solamente me dicen que la decisión es de gerencia mi cuenta permanecerá cerrada. Solo eso me han dicho me cerraron la cuenta se quedaron con mi ganancia.

pero antes de eso me decían que fuera depositara 2000 USD para poder realizar retiro de mi ganancia algo ilógico. Por qué debo de depositar más para poder realizar un retiro?

lo cual me decían que por decisión de gerencia me habían hecho la devolución ha mi tarjeta algo que no yo pedí.

Espero su pronta ayuda muchos saludos

Gracias!

Hello again Guru team,

I have contacted the casino again and they tell me that due to a general management decision my account will not be opened.

I ordered the deposit to be returned and my account closed.

That the management already acted and that was their decision,

It is a very bad decision for a player like me and the only one harmed is me.

I was a winner who won on the PRAGMATIC MEGA ROULETTE roulette, in the previous messages I uploaded profit brackets.

something very important to add, I did not win with any bonus, all the winnings were with my money, I registered on December 11 of this same year "2023" which that same day I made the withdrawal which then happened all this problem that they were left with my winnings by the casino's decision, something that is not fair to me or to other players on this platform

Hola de nuevo equipo Gurú,

me he puesto en contacto de nuevo con el casino me dicen que por decisión de gerencia general mi cuenta no será abierta.

que ordeno regresarme el depósito y cerrar mi cuenta.

Que ya la gerencia actuó y esa fue su decisión,

Es una decisión muy mala para una jugadora como yo para la única perjudicada soy yo.

fui una ganadora que ganó en la ruleta de PRAGMATIC MEGA ROULETTE, en los mensajes anteriores subí soportes de la ganancia.

algo muy importante que agregar, no gané con ningún bonus toda la ganancia fue con mi dinero, me registré el 11 de diciembre de este mismo año "2023" lo cual ese mismo día hice el retiro lo cual luego pasó todo este problema que se quedaron con mi ganancia por decisión del casino, algo que no es justo ni para mí ni para otro jugador en esta plataforma

Hello Guru Team,

I attach important images of my case, I hope you can help me.

I also request to leave the images public so that other players who want to use this platform realize the reality and how this casino works.

I managed to do all of these captures before my account was blocked.

Very cordial greetings to the entire Guru team!

Hola equipo Guru,

adjunto imágenes importante de mi caso espero me puedan apoyar.

tambien solicito dejar las imágenes públicas para que otros jugadores que quieran usar esta plataforma se den cuenta de la realidad y como trabaja este casino.

Todas estas capturas logré hacerlas antes que mi cuenta fuera bloqueada.

Saludos muy cordiales para todo el equipo Guru!

Thank you very much, DeboraMarin, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello DeboraMarin,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Matej,

Thank you very much for supporting me in this case, very grateful to you and all the kind Guru team!

Today, after being blocked for days, I tried to log in to my Betcris account that was blocked, the causality is that it allows me to log in, apparently they have unblocked me.

But what happens once I'm in the account?

Surprise my account is in . 0 . " zero "

$0.00

What happens, I realize that my account is completely at zero, I verify what is happening, I enter the history and I see that "BACK TO 0"

At that moment I contact the live chat "which is very bad" I ask the question why my account has no balance.

They tell me the same thing that they have always said that by management decision a refund was made by direct management decision, that I must make a deposit to be able to withdraw my winnings, but here I leave the response message from the casino representative via chat live

The values were refunded by management decision, unfortunately I cannot give you more information, since it was a direct management decision.

What happens is that with this they are forcing me to make a deposit of $2000 USD, which was the amount refunded by them, to deposit that amount of money so that I can make my withdrawal, it is something illogical. I just don't want to put more money in. I already played, I won, I already withdrawn (but they didn't pay me)

I should not deposit more money to be able to withdraw my winnings of $2500 USD, it is something they demand of me and want me to do because they only give me that answer as well as that decision.

Casino Guru, I don't see it as fair that they want to require me to deposit money in order to make a withdrawal.

I leave you important images of the conversation held with the casino representative.

I attach images

Hola Matej,

Muchas gracias por apoyarme en este caso muy agradecida contigo y todo el amable equipo de Guru!

El día de hoy luego de días bloqueada, hice el intento de entrar ha mi cuenta de Betcris que estaba bloqueada, da la causalidad que me deja entrar al parecer me han desbloqueado.

Pero que pasa una vez yo estoy adentro de la cuenta ?

Sorpresa mi cuenta está en . 0 . " cero "

$0.00

Que pasa me doy cuenta que mi cuenta está complemente en cero, verifico que pasa entro en el historial y veo que " BACK TO 0 "

en ese momento me comunico con el chat en vivo " lo cual es muy malo " hago la pregunta que por qué mi cuenta no tiene saldo.

Me dicen lo mismo que han dicho siempre que por decisión de gerencia se hizo un reembolso por decisión de de gerencia directa , que debo de ingresar un depósito para poder retirar mis ganancias, pero aquí les dejo el mensaje de respuesta del representante del casino vía chat en vivo

Los valores fueron reembolsados por decisión de gerencia, lamentablemente no te puedo brindar más información, ya que fue decisión directa de gerencia.

Que pasa que con esto me están obligando ha que hago un depósito de $2000 USD lo cual fue el valor reembolsado por parte de ellos, que ingrese esa cantidad de dinero para que pueda realizar mi retirada, es algo ilógico. Simplemente no quiero meter más dinero ya jugué ya gané ya retiré ( pero no me pagaron )

No debo ingresar más dinero para poder retirar mis ganancias de $2500 USD es algo lo cuales ellos me exigen y quieren que lo haga por que solamente me dan esa respuesta al igual que solamente esa decisión.

Casino Guru, no veo justo que me quieran exigir ingresar dinero para poder hacer una retirada.

Les dejo imágenes importante de la conversación sostenida con el representante del casino.

Adjunto imágenes

Hello again Guru team.

I attach images of email with the betcris team that are demanding that I re-enter 2000 USD into the account simply because they want it that way.

I don't want to deposit more money into Betcris, they are keeping my winnings that I earned fairly.

They only know how to tell me the same thing that I must deposit 2000 dollars to access my earnings, something that I do not want to do.

Wanting to comment that you do not have the cash for said deposit. Maybe comment that it is something illogical that they want me to put down 2000 dollars to be able to withdraw

I need your help dear GURU team

Greetings and happy holidays to the entire GURU team

Hola de nuevo equipo Guru.

adjunto imágenes de correo con el equipo de betcris que me están exigiendo volver a ingresar 2000 USD en la cuenta simplemente por que ellos quieren así.

No quiero ingresar más dinero en Betcris ellos se están quedando con mi ganancias que gane justamente.

Solamente me saben decir lo mismo que debo de ingresar 2000 dólares para acceder ha mis ganancias algo que yo no quiero hacer.

Queriendo comentar que no cuenta con el dinero en efectivo para dicho depósito. Igual comentar que es algo ilógico que quieren que meta 2000 dólares para poder retirar

ocupo su ayuda querido equipo de GURU

saludo y felices fiestas a todo el equipo GURU

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 DeboraMarin,

The casino is unresponsive, so I would recommend filing a complaint with the Malta Gambling Authority (https://casino.guru/licensing-authorities/malta-license).

You can find all the information and guidance on how to file a complaint there.

If you need any help, I will gladly assist you.

I apologize that we were unable to help you more.

Hello, thank you for answering me, because the regulator helped me, but betcris has kept 30% of my profit by their decision, simply because they decided it that way.

They only gave me $1750 of $2500

Many thanks to the guru team for taking the time.

I will continue in the fight with this terrible casino since it has been quite an odyssey to collect my money.

The case is still with the regulator, so I have been able to collect 70% of the profit

Obviously, thanks to the regulator I have been able to collect 70% of the profit for the moment, because on the part of betcris it would be "0"

I repeat, for the moment they have kept 30% of my profit at the time of making the withdrawal.

In short, I never recommend this terrible casino, very poor service. They have a high score they should verify that. In my experience it is the worst casino I have seen in all these years that I have been playing.

I request to put all the images above in private mode, everything that has to do with images in private mode since there is sensitive information about me. Set this paragraph to private. Thank you so much

Hola gracias por responderme, pues el regulador me ayudó, pero betcris se ha quedado con el 30% de mi ganancia por decisión de ellos, simplemente por que ellos lo decidieron de esa manera.

solo me entregaron $1750 de $2500

muchas gracias al equipo gurú por dedicarme el tiempo.

seguire en la pelea con este pésimo casino ya que ha sido toda una odisea poder cobrar mi dinero.

Todavía el caso está con el regulador, lo que he podido cobrar el 70% de la ganancia

Obvio gracias al regulador he podido cobrar por el momento el 70% de la ganancia, por que por parte de betcris sería " 0 "

repito por el momento ellos se han quedado con el 30% de mi ganancia en la hora de realizar el retiro.

En resumen no recomiendo nunca este pésimo casino muy mala atención. Tienen una puntuación alta deberían de verificar eso. Según mi experiencia es el peor casino que he podido ver en todos estos años que llevo jugando.

solicito poner todas las imágenes que están más arriba en modo privado todo lo que tiene que ver con imágenes en modo privado ya que hay información sensible sobre mi. Poner este párrafo en privado. Muchas gracias

Dear DeboraMarin,

It's strange that the casino kept 30% of the winnings, but I'm confident that the regulator will address this and ensure you receive the full amount, or at least provide an explanation for the penalty.

I've marked all the pictures as private.

I will now close this case with the status: waiting for regulator's decision. Please reopen the case and update it once the regulator makes a decision.

I've also adjusted the value of the complaint to $750 since the casino has already paid you $1750.

Dear DeboraMarin,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Casino representative,

Has the regulator contacted the casino regarding this matter?

Thanks.

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.

Unfortunately, neither side responded to this complaint, so we can only hope that the situation was resolved somehow. We are closing this complaint with the status: player stopped responding. However, either side can reopen the complaint at any time and provide us with the necessary information.

We’ve reopened this complaint at the request of DeboraMarin. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello, the regulator gave me the case in my favor, it was resolved with the casino regulator who made betcris pay me. Thank you very much team guru I do not recommend that terrible betcris casino.

The casino had to pay me with the resolution I sent them to reopen the case. Betcris did not want to pay but they were forced by the Regulator.

Please make this message private everything I sent in this reply

Hola, el regulador me dió el caso a mi favor se resolvió con el regulador de casino que hizo que betcris me pagara. Muchas gracias equipo gurú no recomiendo ese casino betcris pésimo.

el casino me tuvo que pagar con la resolución que les envié para abrir reabrir el caso. De parte de betcris no querían pagar pero fueron obligados por el Regulador.

Porfavor poner este mensaje en privado todo lo que envié en esta respuesta

Dear DeboraMarin,

I'm pleased the regulator assisted in your money recovery. Sometimes, casinos struggle to admit fault and rely on regulators for resolution. 

This positive outcome, even after some time, is great news. I'll update our system to mark this case as resolved.