Betroller Casino - 플레이어 상금의 인출이 지연되었습니다.

Betroller Casino has been withholding my funds, 414 USDT, since January 7th. I was assigned verification, and I promptly provided all the documents (passport, selfie, Taxpayer Identification Number, SNILS, utility bills, transfer statements—all the documents they didn't even ask for). To this, I received a response from the security service: "The Security Service has no reason to believe that this user ID belongs to you." After this, they stopped replying by email and won't perform verification. I provided all the photos—probably about 50-60 in total, from different angles and backgrounds—but the security service is ignoring me. These are outright scammers; they respond to other emails, but not mine.

I don't recommend anyone get involved with these scammers. I didn't do anything wrong, I won some, I lost some. But they refuse to verify me.

Казино Betroller удерживает мои средства в размере 414 USDT с 7 января.Мне назначили верификацию,я оперативно предоставил все документы (паспорт,селфи,инн,снилс,комунальные платежи,выписки по переводам,предодставил все документы,которые даже не просили у меня).На что получил ответ от службы безопасности "У Службы Безопасности нет оснований полагать, что данный ID пользователя принадлежит Вам.".После этого мне перестали отвечать на почте,и не проводят верификацию.Я предоставил все фотографии,в общей сложности наверное около 50-60 фотографий с разными углами и фонам,но служба безопасности игнорирует меня.Это откровенные мошенники,они отвечают на другие почты,но не отвечают на мою.

Никому не рекомендую связываться с этими мошенниками.Я ничего не нарушал,что то выигрывал,что то проигрывал.Но они отказываются проводить верификацию.

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.

Dear SeVi88,

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

The problem is, I can't pass verification because the casino is deliberately ignoring me! They haven't responded to me for over a week, they're simply ignoring me. And they don't intend to respond. Their maximum response time is 72 hours, and I've been waiting for a response for eight days. I've sent over 150 emails, but they're ignoring me. But if I contact them from a different email address, they respond until I send them my account ID, then they start ignoring me again.

Проблема в том,что я не могу пройти верификацию-потому что казино меня игнорирует целенаправленно!они не отвечают мне больше недели,просто игнорируют меня.И не собираются отвечать,у них максимальное время ответа по регламенту 72 часа,я жду ответа уже 8 дней.Я отправил более 150 писем,но они игнорируют меня.Но если я напишу им с другой почты они отвечают,до того момента пока я не пришлю им свой ID аккаунта,потом тоже начинают игнорировать.

So far, no one has responded to my emails, the security service is ignoring me and withholding my money. They refuse to carry out verification.

До сих пон никто не отвечает на почте,служба безопасности игнорирует меня и удерживает мои деньги.Верификацию отказываются проводить

Dear SeVi88,

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.

I haven't received any responses; the company is completely ignoring me. I've sent numerous emails, but they're ignoring me. I've written from a different email address, but they won't respond until I provide my account ID. After that, they continue to ignore me. They're scammers!

Никаких ответов я не получил,полный игнор со стороны компании.Я отправил множество писем-они игнорируют.Я писал с другой почты-они отвечают до тех пор,пока я не назову свой ID аккаунта.После этого они также игнорируют.Это мошенники!

Hello SeVi88,

Thank you for the update. I understand that the lack of communication from the casino has been very frustrating.

To help us review the situation more clearly and proceed with the next steps, could you please confirm the following:

• The exact date when you first submitted all requested verification documents
• Whether you have received any written response from the casino confirming receipt or rejection of the documents (even an automated message)
• Please confirm the current status of your withdrawal as shown in your casino account (pending / under verification / rejected)
• If possible, please provide screenshots showing the verification status and the pending withdrawal in your account

Once we have this information, we will be able to assess the case more accurately and determine how to proceed.

Thank you for your cooperation and patience.

Karla

On January 8, I provided all the documents and even more than requested, I sent all the documents that I have, including all deposits, screenshots, etc.

They responded on January 8th - the security service has no reason to believe that the account belongs to me. After that, they ignored me.

but I provided all the documents, all the selfies with dates and my documents.

Funds cannot be withdrawn - status: Request for documents upon withdrawal

.

8 января я предоставил все документы и даже больше чем просили,я выслал все документы которые у меня есть,включая все депозиты,скрины и т.п.

Они ответили 8 января - у службы безопасности нет оснований что аккаунт принадлежит мне.После этого игнор.

но я предоставил все документы,все селфи с датами и своими документами.

средства вывести нельзя-статус запрос документов при выводе

.

At LatestCasino, the casino representative also didn't respond, and their rating was downgraded. I also filed a complaint there.

На latestcasino представитель казино также не дал ответа,понизили рейтинг им.Там тоже создавал жалобу.

Dear SeVi88,

Thank you for your response and the clarification so far.

To help us fully understand the situation and proceed correctly, could you please confirm the following points:

• Have you made any successful withdrawals at Betroller Casino before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games only, or did you also place sports bets?
• Could you please share all available communication with the casino regarding the verification and withdrawal issue (emails or chat transcripts)? You may post screenshots here or send them to [email protected].

Thank you very much in advance for your cooperation. We will do our best to assist you further once we have this information.

Karla

Have you successfully withdrawn funds from Betroller Casino before? - No

Did you receive your winnings with or without an active bonus? - I did not receive any bonuses.

Did you only play at the casino or did you also bet on sports? - I bet on sports.

Please provide all available correspondence with the casino regarding verification and withdrawals (emails or chat logs)? The entire correspondence ended with their response, "The security service has no basis for believing the account belongs to me," after which they ignored me. I provided a screenshot above.

Удалось ли вам ранее успешно вывести средства из Betroller Casino?- Нет

Вы получили свой выигрыш с активным бонусом или без него? - никаких бонусов не получал.

Вы играли только в казино или также делали ставки на спорт? - я делал ставки на спорт.

Пожалуйста, предоставьте всю доступную переписку с казино по вопросам верификации и вывода средств (электронные письма или записи чатов)? - вся переписка закончилась на их ответе "у службы безопасности нет оснований что аккаунт принадлежит мне",после этого меня игнорируют.А скрин я этот предлагал выше.

Dear SeVi88,

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, Romi, [email protected] . 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,

Karla Mayfly

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betroller Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betroller Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi