Betify Casino - Al jugador se le niega el retiro debido a una disputa sobre un bono.

The casino wants to accuse me of playing with a sticky bonus, even though it's actually a non-sticky bonus. I deposited €105 with a 100% non-sticky bonus. With my €105, I made a profit of €1,470. I should have still been playing with real money and hadn't yet reached the bonus limit, but when I wanted to withdraw, I saw that it was all bonus money and I still had to wager €7,500. In live chat, they just told me my bonus is sticky, but that can't be right. The terms and conditions also state that my real money will be deducted first. My bonus expires in 8 days. I hope for a quick response. Thank you very much.

Das Casino will mir vorwerfen das ich mit einem Sticky bonus gespielt habe obwohl es ein non sticky bonus ist. Ich habe 105 Euro eingezahlt mit einem 100% Non sticky bonus. Ich habe mit meinen 105 euro einen gewinn von 1470 euro erzielt und eigentlich wäre ich noch im Echtgeld gewesen und habe den bonus noch nicht erreicht aber als ich auszahlen wollte sah ich das es alles bonusgeld ist und ich noch 7,5k euro wagern muss. Im Livechat wird mir nur gesagt das mein bonus klebrig ist, aber das kann nicht sein es steht auch in den agbs das zuerst mein echtgeld abgezogen wird. Mein bonus läuft in 8 tagen ab ich hoffe auf eine schnelle antwort vielen dank.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betify Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that the only party calling the bonus non-sticky is a third-party website where you found the bonus?
• Is it possible for you to verify the wagering of the bonus independently? Has the wagering of the bonus started with your first bet after depositing?
• Is there any landing page or bonus page where the particular rules of the bonus were listed? Could you please share where you found the bonus?
• Could you please clarify when you activated the bonus? When did you contact the casino regarding the issue?

Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Good day

1. I got the bonus from a third-party site. The code is GINO, and it's supposed to be an exclusive 100% non-sticky bonus. In the screenshot of the terms and conditions I sent, point 10 states that my real money is used first, followed by my bonus balance, which means it's a non-sticky bonus. It doesn't state anywhere else in the bonus itself that it's sticky.
2. It only states that I have to wager my bonus 35x (deposit + bonus), but if the bonus were non-sticky, I would still have won in my real money, as I theoretically would never have gotten the bonus money. This means I could have cashed out my entire winnings—the bonus money, of course—directly.
3. In the screenshot where I sent the terms and conditions for the bonus conditions, there is nothing that says that the bonus is sticky, only the support chat tells me it is sticky.
4. I activated the bonus yesterday, September 8, 2026, at around 10:40 p.m. and after I was successfully verified, I noticed that it was not real money but bonus credit. After that, I contacted support directly.

Many thanks and greetings Mattia ****

Guten Tag

1. Ich habe den Bonus von einer Drittanbieterseiter ja der Code lautet GINO und es sollte ein Exclusive 100% non sticky bonus sein. Bei dem Screenshot von den AGBS wo ich geschickt habe steht bei Punkt 10. Das zuerst mein Echtgeld eingesetzt wird und dann mein Bonusguthaben, das bedeutet ja das es ein non sticky bonus ist. Es steht sonst auch nirgends anders beim Bonus selber das er sticky ist.
2. Es steht nur das ich meinen Bonus 35x umsetzten muss Einzahlung + Bonus aber wäre der Bonus non sticky hätte ich noch in meinem Echtgeld getroffen da ich theoretisch nie zum Bonusgeld gekommen wäre. Das bedeutet ich hätte denn ganzen Gewinn - das Bonusgeld natürlich direkt auszahlen könnten .
3. Bei dem Screenshot wo ich die AGBS geschickt habe für die Bonusbedingungen steht nichts drinnen das der Bonus sticky ist lediglich der Support Chat sagt mir er ist sticky .
4. Ich habe den Bonus gestern 08.09.2026 um ca 22:40 Uhr aktviert und nachdem ich erfolgreich verfiziert wurde habe ich bemerkt das es kein Echtgeld ist sondern BonusGuthaben nachdem habe ich direkt den Support kontakiert.

Vielen Dank Und Grüsse Mattia ****

I also made a video of my gameplay, and you can see that I never actually received the bonus money. This means that if I hadn't activated the bonus, I could have withdrawn my money immediately. I hope we can come to a mutual agreement on this, as I haven't actually used the bonus money.

Ich habe noch ein Video von meinem Spieleverlauf gemacht da ist zu sehen das ich nie an das Bonusgeld gekommen wäre eigentlich. Das heisst hätte ich den bonus einfach nicht aktiviert hätte ich mein geld auch direkt auszahlen können. Ich hoffe das wir hier zu einer gemeinsamen Lösung kommen werden, da ich das Bonusgeld eigentlich nicht verwendet habe.

Why haven't I received a response from guru?

Wieso habe ich keine Antwort mehr von guru erhalten?

Thanks for your reply, and I apologize for not replying earlier.

Unfortunately, designating the bonus as 'sticky' is not something online casinos will do. If you activated the bonus, it's expected of you to complete the wagering requirements. Some online casinos offer bonuses that only activate after you

If the wagering of the bonus wasn't completed, I would recommend you complete it before it expires. If the wagering progress isn't visible to you, and you are not sure how much is remaining for you to wager, I recommend you contact support regarding this information.

I apologize, but we are unable to act based simply on the information that the bonus is 'nonsticky' found on a third-party website.

Please let me know if there is any other information I might have overlooked or not considered.

Looking forward to your reply.

Dear makaknacka,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru