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

Hello,

I am waiting for my withdrawal about 300€ in BTC(Crypto) since the 4th August.

My last withdrawals at betroller were until Minutes or a maximum of one hour.

The Chat told me to wait for 24 hours.

After that nothing happened and they have opened a Ticket(Screenshot, query).

Nothing happened since the 5th August.

After that Ticket they answered Always the Same "Our Specialists working on it".

I think the Money is lost.

The payment was accepted directly.

I have done five successfull withdrawals the Last months.

-> it's no verification Problem

Can you please Help me to contact someone from betroller?

Thank you

Best regards

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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.

Dear betzebub11,

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

Dear betzebub11,

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.

Hello,

No, exactly the Same.

Last answer today by E-Mail was

We apologize for the time this is taking and all the inconvenience that you are facing. Please rest assured—our company operates with the highest standards of fairness and security. Unfortunately, the payment is still pending. We do contact our experts regularly, but there are only so many people working in the Payment Department. So for now, we wait. Thank you for your patience.

Is there anything else we can help you with? We are here for you 24/7. Have a lovely day!

--------

Always the same answer since two weeks.

Thank you for helping.🙂

Do you need any additional information?

Verification done + had some withdrawals in History

=From my Side everything is fine

Please Help to make some pressure in betroller

Update:

Same answer by betroller

Thank you for the update. I’m sorry to hear that you still didn't receive your payout. Please allow me to ask you a few questions so I fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• You mentioned that you are requesting a withdrawal in BTC crypto wallet. Is this the same payment method that you used with your previous successful withdrawals?
• Could you please post a screenshot of your withdrawal page for us to see the current status?
• Additionally, please post any relevant communication from the casino regarding the delay in the withdrawals or you can email them to jean.s@casino.guru.

Thank you very much in advance for your reply.

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

Without

You mentioned that you are requesting a withdrawal in BTC crypto wallet. Is this the same payment method that you used with your previous successful withdrawals?

I Always used the Same withdrawal Method

Could you please post a screenshot of your withdrawal page for us to see the current status?

Thank you

Dear betzebub11,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello betzebub11,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Betroller Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Nothing happened since the opening of that Case.

I think the Money is lost, if i See the other two Open cases.

Hopefully the licensor will be informed and they will loose their license, that other peoples will be warned.

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 betzebub11,

I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S