Betrix Casino - El retiro del jugador se cancela debido a los términos del bono.

I urgently need your help.

My withdrawal from Betrix Casino was cancelled because I supposedly violated some terms and conditions. I deposited €50 and accepted a 110% bonus. I used it to play a bit, bet on sports, and also play in the casino. I increased my balance to €500.

There was still about €50 of bonus money outstanding. I cancelled it because I didn't want to continue using the bonus. Later, I requested a withdrawal of €700.

Before that, I had also deposited and lost €500 in the days prior – there were of course no problems then. But when I wanted to withdraw €700 yesterday, I received a message today that the withdrawal had been cancelled.

Could you please help me? Email from Betrix follows. Dear Osman

We would like to inform you that your withdrawal has been canceled by the payments department and the amount of 971.6€ has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.11 If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer uses forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or at any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties' participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Website.

Kindly note that your last deposits of €50.00 are available on your account.

If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.

Kind regards,

Customer Support Team

ich brauche eure dringende Hilfe.

Meine Auszahlung bei Betrix Casino wurde storniert, weil ich angeblich gegen irgendwelche Terms verstoßen habe. Ich habe 50 € eingezahlt und einen 110 % Bonus angenommen. Damit habe ich ein bisschen gespielt, auf Sport gewettet und auch im Casino gespielt. Ich habe mein Guthaben auf 500 € hochgespielt.

Es waren noch etwa 50 € Bonus offen. Diesen habe ich storniert, weil ich den Bonus nicht weiter umsetzen wollte. Später habe ich 700 € zur Auszahlung beantragt.

Davor habe ich in den Tagen zuvor auch 500 € eingezahlt und verloren – da gab es natürlich keine Probleme. Aber als ich gestern 700 € auszahlen wollte, kam heute die Nachricht, dass die Auszahlung storniert wurde.

Könnt ihr mir bitte helfen? email von betrix folgt Dear Osman

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 971.6€ has been removed from your balance due to the breach of the following Terms & Conditions:

58.3.11 If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Website.

Kindly note that your last deposits of €50.00 is available on your account.

If you have any questions or require further clarification regarding our terms and policies, please do not hesitate to contact our dedicated support team.

Kind regards,

Customer Support Team

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 send me a link or a screenshot of the bonus you activated and played with?
• Was your balance displayed separately as real money and bonus money while the bonus was active, or was the entire balance shown as bonus funds?
• Did you receive any pop-up notification or warning when cancelling the bonus informing you that all winnings would be forfeited?
• Have you submitted any identity documents to the casino for verification?
• What types of games did you play while the bonus was active? Did you play only casino games, only sports betting, or both?

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 still need help. Should I contact MGA?

ich brauche immer noch hilfe soll ich mich an MGA wenden ?

Please request the casino to send you the entire gaming history in Excel format, starting from the moment you activated the bonus, up to the point your balance was confiscated, and then forward it to me at veronika.f@casino.guru.

• Could you also specify if you submitted any identity documents to the casino for verification?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I have fully verified myself with ID, photo, selfie, address confirmation, everything.

ich habe mich volständig verifiziert mit ausweis foto selfie foto adress bestätigung alles

Hi veronika i just send them a mail for my history request , they just send me this do you know what this means Dear Osman

Thank you for contacting us.

Kindly note that your case has been forwarded to the appropriate department for further review. 

Please bear with us a bit longer, and rest assured that you will receive an email notification as soon as there is an update. 

Kind Regards,

William

Customer Support Team

Thank you for letting me know. If you received any updates from the relevant department in the meantime, kindly forward them to me at veronika.f@casino.guru. I appreciate your patience and cooperation.

Dear nmro12,

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,
Veronika
Casino.Guru