Betrix Casino - El jugador cree que el reintegro se ha retrasado.

Hello! I've been trying to withdraw my balance from Betrix Casino for over three weeks now. Here's the timeline:

8.4.2025 I wanted to withdraw my balance of €1500. Since the limit for a single withdraw is €1000, I made a withdraw request of €1000 and decided to withdraw the rest €500 later.

9.4.2025 The request was rejected. I had completed the KYC verification earlier, but they now asked for one more document which I sent right away.

10.4.2025 The document was accepted and I made a new withdraw request of €1000.

18.4.2025 The request was still pending. I canceled the request to play some more casino games but ended up losing €50. I then made withdraw request of €850 and decided to withdraw the rest €600 later.

30.4.2025 Until this day, I still have received zero money from the casino. I've contacted the customer service but they just give the most generic replies and ask me to be patient. After the withdraw request, they even started to mail me about bonuses multiple times a day in hopes I would redeem a bonus and therefore lose the ability to make new withdraws. This is ridiculous.

Dear EV20,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Now it's been two weeks but they still have paid me nothing.

Dear EV20,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I still have not received the payment.

Dear EV20, 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hi,

This is the first time I'm trying to withdraw so I have no successful withdraws before.

I have passed the KYC verification almost a month ago.

I have not used any bonus.

I don't have any screenshots of the chats with customer service, but they always answered something generic like "We know that waiting for the payment can be frustrating and we are asking for your patience"

However, it's hard to be patient anymore as they promise to process the withdraw requests in three days and it's been three weeks now.

Dear EV20, could you please check and let us know what is the current status of your withdrawal request in your casino account? Is it still showing as pending, or has there been any update (e.g. approved, canceled, etc.)?

Currently, I see the request like this. It has not changed any way since I made the request.

Thank you very much, EV20, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear EV20,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Betrix Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

They just sent me this email. There is absolutely no way I have violated any terms of use.

Dear Betrix Casino representative,

could you please provide us with further evidence of the player´s breaching the terms. Please email it to jana.k@casino.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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority – an alternative dispute resolution service (https://www.mga.org.mt/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the  Alternative Dispute Resolution Gaming Authority (https://mccaa.org.mt/Section/Content?contentId=3214). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana