Betico Casino - Dobici igrača su odloženi.

I created account, deposited 2000 usdt and won 5300 on 9 April. I ordered 5000 withdrawal, completed liveID verification TWICE and casino told me they'll pay based on their withdrawal timeframes (10 business days). After 10 business days they said everything is fine and I'll receive my winnings soon and they started repeating it EVERY DAY after their withdrawal time has been expired.

Please help me receive my winnings.

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Dear okkamok,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please clarify the exact date when you requested the withdrawal?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Jean

Update about my complaint:

After I told casino I created complaint on casino.guru because they keep saying "don't need to worry. We'll pay soon.", they seized my winnings and allow withdraw deposit only.

"Following a detailed review of your account activity, we would like to inform you that, in accordance with our platform rules, your account's balance has been adjusted, and only your original deposit amount has been retained.

Please note that, as outlined in our Terms and Conditions:

5.8. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the Betico deem that irregular have occurred or a vulnerability was used, the Betico reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.

At this stage, your available balance reflects your deposited amount, and you may proceed with a withdrawal request of up to 2000USDT."

I requested my withdrawal about midnight between 9 and 10 April.

I don't have withdrawals before.

No bonus has been used.

I'm sorry to hear that your winnings were confiscated. To understand the sequence of events clearly, could you please confirm the date you registered, the date you deposited 2000 USDT, and the date your KYC verification was approved?

Please also share your communication with the casino regarding the accusations made against you. You may forward the emails or chat transcripts to my email jean.s@casino.guru or post screenshots here.

Thank you in advance for your cooperation.

9 Apr 2026 was the date I registered, the date I deposited 2000 USDT, and the date my KYC verification was approved.

All emails are being forwarded.

Thank you for forwarding the emails.

To find out where your winnings came from, could you please provided the name of the games you played with? If possible, please provide a screenshot.

I played wild heart and mice & magic wonder spin. Winnings came from mice & magic.

I can't login to my account - can't provide screenshot.

Dear okkamok

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, Samko, (samuel.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 Susor

Dear okkamok,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Betico Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Betico Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello,

We are pleased to greet all participants involved in this complaint.

Please be assured that this matter has received our full attention from the very beginning, and we remain committed to cooperating fully in order to achieve a fair and appropriate resolution.

As previously mentioned within this complaint, the situation arose due to a violation of the Terms and Conditions of the gaming platform, which all users accept during the registration process.

Following the submission of a withdrawal request, our team initiated a standard security review procedure. This is a standard process that may be applied to any member of the platform when necessary. During this review, additional findings led to a more detailed investigation, the results of which confirmed the identified issue.

In accordance with Clause 5.8 of the platform’s Terms and Conditions, Betico reserves the right to review member activity and take appropriate action in cases involving violations of the platform rules. Such actions may include withholding withdrawals, confiscating winnings and bonuses, and restricting or blocking accounts where applicable.

We fully understand the seriousness of this matter and are prepared to provide supporting materials to confirm our findings.

Dear Samuel,

Our team has sent the relevant information and supporting details to the email address referenced earlier in this complaint. We sincerely hope that the provided information will assist in resolving this matter correctly and transparently.

Should any additional clarification be required, we remain available and willing to cooperate further.

Respectfully,

Betico

Hello everyone,

thank you, Betico Casino, for the update, the explanation provided, and the supporting materials shared via email.

I appreciate the cooperation from your side so far. However, after reviewing the initially submitted materials, I concluded that the evidence provided was not yet sufficient for me to independently assess and validate the confiscation of the player’s winnings. For that reason, I escalated the communication further and requested additional clarification and supporting evidence from the casino side.

At this stage, we are continuing the review process and waiting for further details that may help clarify the situation more comprehensively.

Dear okkamok,

thank you as well for your patience while I continue reviewing the case together with the casino. I will provide another update once I receive and assess the additional information requested.

Dear Samuel,

Thank you for your continued cooperation and attention to this matter. We truly appreciate your engagement and willingness to work with us toward a resolution.

We provided you with an update regarding this case and hope that the additional information will help facilitate a constructive and satisfactory resolution for all parties involved.

Should you require any further information, clarification, or discussion regarding any aspect of this matter, please do not hesitate to contact us. We remain fully available and committed to cooperating throughout the process.

Respectfully,

Betico Team

Hello everyone,

thank you, Betico Casino, for the update and for your continued cooperation.

I would just like to inform both parties that I have now replied to the casino's latest email with some additional follow-up questions and requests for clarification. Once I receive and review the response, I will provide another update here in the complaint thread.

Thank you both for your patience in the meantime.

Dear Samuel,

We remain committed to reaching resolution of this matter and greatly appreciate your cooperation throughout the process.

Our team has recently provided you with an update, and we sincerely hope that it will contribute to moving this situation toward a positive resolution.

Should you have any questions or require any further clarification, please do not hesitate to contact us. We remain ready to assist and cooperate in any way we can.

Kind regards,

Betico Team

Hello everyone,

thank you, Betico Casino, for your latest update and for your continued cooperation throughout this investigation. I appreciate your willingness to explore an additional option that may help move this case towards a resolution.

Dear okkamok,

following my recent communication with the casino, an additional verification step has been proposed.

The casino is willing to review the case further if you can provide official confirmation from the platform through which you previously managed the cryptocurrency wallet used for transactions at Betico. In short, they are requesting a document or official statement confirming that the wallet address(es) used to deposit or withdraw funds at Betico belonged to you during the relevant period.

If possible, please obtain such confirmation from the relevant platform and provide it to the casino. Ideally, the document should identify the wallet address(es), confirm that they were associated with your account, and include any official verification details available.

Once this information has been submitted, please let us know so that the casino can continue reviewing your case.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your assistance and support in this matter.

Our team would like to provide a small clarification regarding the information required to continue reviewing this case.

Dear okkamok,

Samuel has already outlined the requested information very accurately. To proceed with this situation, we kindly ask you to provide an official document confirming the details of the wallet that was used for transactions on the gaming platform. In many cases, this information can be found within your account details on the platform that you are using for your transactions.

We understand that obtaining such documentation can be not that simple. If you face any difficulties, we recommend contacting the platform of your crypto wallet support team, as they may be able to provide the necessary confirmation or assistance with downloading it.

Ideally, the document should include the wallet details along with the information identifying the wallet holder. Such confirmations are usually provided in PDF format.

We appreciate your cooperation and look forward to your response. Once the requested information is received, we will be happy to continue working toward this situation.

Thank you in advance for your cooperation. The Betico Team is committed to ensuring that this matter is resolved as accurately and transparently as possible.

Kind regards,

Betico Team

I used guarda wallet. I sent screenshots 3 days ago to casino's email and cc to Samuel.

Betico told me review already done and they take my winnings based on it. So what's your review about? Is it was mistake to take my winnings? What is your point right now?

Hello everyone,

thank you both for your updates.

Dear okkamok,

thank you for clarifying that you used Guarda Wallet and that you have already provided screenshots. However, screenshots alone may unfortunately not be sufficient for the casino's verification purposes.

If possible, I kindly ask you to contact Guarda Wallet and check whether they can provide any official confirmation, such as a PDF document or any other official statement confirming that the wallet address used for the transactions belonged to you during the relevant period. If such a document is available, please provide it to the casino and let us know.

Dear Betico Casino,

thank you for clarifying what kind of documentation you require.

At the same time, I would like to point out that Guarda Wallet is a non-custodial (decentralized) wallet. As such, it generally does not collect or store personal identifying information about its users in the same way as custodial wallet providers do. Therefore, it may not be possible for the player to obtain a document explicitly linking their identity to the wallet.

With that in mind, I kindly ask you to take into account the technical limitations of this type of wallet when assessing any documentation the player is able to obtain. If an official document confirming the wallet address can be provided, even without personal identification details, please consider whether this would be sufficient for your review.

I will await further updates from both parties.

Thank you both for your cooperation.

No reply from Betico? So what the reason to take the winnings from my account?

Guarda can't do anything. If person have access to recovery phase it's mean the person is owner.

Hello everyone,

thank you both for your updates.

Dear okkamok,

thank you for the clarification. I understand the limitations of non-custodial wallets such as Guarda Wallet. If Guarda is unable to issue any official confirmation linking the wallet address to you, there is unfortunately little more that can reasonably be expected from your side.

Dear Betico Casino,

could you please provide an update regarding your review?

Considering the player's explanation and the nature of Guarda Wallet, I would appreciate it if you could confirm whether the evidence already submitted is sufficient for your assessment. If not, please specify what realistic alternative evidence the player could provide, taking into account the technical limitations of non-custodial wallets.

I will await your response before proceeding further.

Thank you both for your cooperation.

Excuse me,

why you keep ignoring the fact that Betico blocked my account and seized winnings after I told they exceeded withdrawal timeframe.

Their email was: "Following your question, we would like to clarify that the decision was made after a detailed review of your account activity. During this review, certain actions were identified that fall under irregular use of the platform, as outlined in our Terms and Conditions (clause 5.8)"

They don't even have §5.8 and §5 is about Rewards and VIP Program.

Why are you waiting for update about some documents instead of asking proof of my account activity that forbidden by their ToC?

Hello,

We sincerely appreciate the cooperation and understanding shown by all parties throughout this process. It is important and helps us work towards a successful resolution.

At this stage, we remain confident that the situation can still be resolved. However, to proceed further, we require certain additional confirmations and specific details.

We are exploring alternative verification options. Our Security Department is actively reviewing all available possibilities to determine the most appropriate way forward. As soon as we have updates, we will share them here promptly. We do not expect this process to take long.

Thank you once again for your patience, understanding, and continued cooperation. We truly appreciate it and remain committed to resolving this matter as efficiently as possible.

Kind regards,

Betico Team

Hello everyone,

thank you both for the updates.

Dear Betico Casino,

thank you for your response and for continuing to review the available options. We appreciate your cooperation and efforts to move this case forward.

Could you please provide any further update once available, or let us know if there has been any progress regarding the alternative verification options?

Dear okkamok,

thank you for your patience. We will keep monitoring the situation and await further information from the casino.

Thank you both for your cooperation.

Hello,

The Betico Team would like to provide all parties with an update regarding the current situation.

We understand that the matter requires careful attention, and we are actively working on identifying the most suitable options to ensure a successful resolution. While the situation involves certain specific aspects, we remain committed to cooperating and finding the best possible way forward.

Due to the specific nature of the crypto wallet used by okkamok for the transactions, we have not yet received all the necessary information required to proceed with the most straightforward resolution process.

At this stage, we still have available options to continue reviewing the matter and work towards a resolution. We can proceed with the applicable standard procedures that are available for such cases.

Dear okkamok,

For the further review, we kindly ask you to provide documents confirming the Source of Funds used for the transactions with your crypto wallet on our gaming platform.

You may provide the relevant documentation directly to us. Please also note that we can consider alternative documents that may confirm the Source of Funds within the chain of origin, if applicable.

We will be awaiting your update and the requested information. Once received, we will be ready to continue reviewing the situation and proceed further.

Kind regards,

Betico Team

Hello everyone,

thank you both for the updates.

Dear Betico Casino,

thank you for the clarification and for confirming the next steps you would like to take in this case.

Dear okkamok,

I understand your concern regarding the reason for the account closure and confiscation of winnings. However, based on the latest response from the casino, they are currently requesting additional Source of Funds documentation related to the crypto funds used for the transactions.

Please provide the requested documentation to the casino if possible, or explain clearly why such documentation cannot be provided in your situation.

At the same time, I would also like to clarify one point with Betico Casino. Since the original explanation provided to the player referred to alleged irregular use of the platform, could you please confirm whether the requested Source of Funds verification is the remaining requirement before resolving the case, or whether there are still separate concerns regarding the player's account activity that led to the confiscation?

If the confiscation decision is based on specific account activity or alleged breaches of the Terms and Conditions, I would appreciate it if you could provide relevant details and evidence supporting that conclusion.

I will await further updates from both sides.

Thank you for your cooperation.

Dear Samuel,

We remain fully committed to cooperating with you and work together towards a successful resolution of the current situation.

Every stage of this process is important, and we consider each step a valuable part of the overall. The situation was identified following unusual activity associated with the okkamok account. This activity was detected during the standard compliance checks conducted on our gaming platform, which led to a further detailed review of the matter. Based on the findings of this review, we proceeded with the appropriate actions in accordance with our established procedures for such cases.

At this stage, we are working together with all involved parties to reach a clear resolution. The requested Source of Funds documentation is an important part of this process and will help us all to resolve the situation.

We are currently awaiting the requested information from okkamok and will be ready to review and process the provided documents. Our goal is to resolve the current complaint efficiently and in close cooperation with you.

Should any additional details or clarifications be required - we remain available to provide all relevant information.

Kind regards,

Betico Team

Hello everyone,

Dear okkamok,

could you please let us know whether you have already provided the requested Source of Funds documentation to the casino?

If so, please confirm when it was sent. If not, please let us know whether you intend to provide it or whether there is any specific reason why you are unable to do so.

Dear Betico Casino,

thank you for your update. I understand that you are currently awaiting the requested documentation from the player.

Once the player confirms whether the documents have been submitted, I would appreciate it if you could review them and provide us with an update on the outcome of your assessment. If any additional concerns remain regarding the player's account activity after the Source of Funds review, please let us know so that we can assess the case accordingly.

Thank you both for your cooperation.

Hello Samuel,

I'll immediately provide it after Betico explain what exactly was unusual with my activity and why they took my winnings immediately after I told them I'll create complaint on guru?

Why Betico didn't ask a source of funds BEFORE took the winnings?

This casino's behaviour already deserve some negative points to Betico's reputation here.

Dear okkamok,

The points you have raised can be clarified based on the information already provided within this complaint. However, for your convenience, we would like to provide additional clarifications.

Betico, as a gaming platform, operates according to established processes and internal rules designed to ensure fair and consistent handling of different situations. Each specific case requires actions based on the circumstances and procedures applicable to that type of situation. These procedures are followed consistently, regardless of whether a complaint has been submitted or any additional factors are involved.

We would also like to highlight that this matter is now being reviewed as an official complaint on the CasinoGuru platform. As part of the complaint resolution process and cooperation with the CasinoGuru Team, additional information, confirmations, or details may be requested from the involved parties.

We consider the complaint process an important mechanism that helps resolve situations where there may be a lack of understanding or different perspectives between parties. We appreciate the opportunity to cooperate with the CasinoGuru Team in order to ensure that such cases are reviewed fairly and transparently.

In this particular situation, Betico has taken the necessary actions in accordance with the procedures established for this type of case. At the same time, as part of the complaint review process, we remain open to considering any additional details that may help ensure the most accurate and appropriate resolution.

At this stage, in order to finalize the review of this matter and reach a correct resolution, we kindly request an official confirmation of the Source of Funds. Once this information is provided, we will be able to proceed with the final assessment of the situation.

Our Team remains fully committed to cooperation and to resolve this situation. We will await the requested information from you and will be ready to continue working on this matter.

Kind regards,

Betico Team

If your internal rules allow you take player's winnings BEFORE asking documents -- you should change it. It's completely UNFAIR. All players should be avoid any casino with internal rules like that.

I sent email with Proof of Funds. Please check.

Hello everyone,

thank you for the updates.

Dear okkamok,

thank you for confirming that you have now submitted the requested Source of Funds documentation to the casino. I appreciate your cooperation.

Dear Betico Casino,

could you please confirm that you have received the player's email and let us know the outcome of your review once the Source of Funds verification has been completed?

Regarding the player's concerns, I would also appreciate some clarification. The player questions why the Source of Funds verification was requested only after the winnings had already been confiscated, rather than beforehand. While I understand that casinos may apply different internal procedures depending on the circumstances, I would appreciate it if you could explain the sequence of events in this particular case and why the Source of Funds review was initiated at that stage.

I will await your update once the review has been completed.

Thank you both for your cooperation.

Dear Samuel,

We would like to provide an update regarding the current situation.

okkamok has contacted us and provided certain information for our review. We appreciate their cooperation in this matter. However, the information provided so far cannot be considered sufficient official confirmation of the Source of Funds. At this stage, our Team therefore requires appropriate documentation or other official details confirming the Source of Funds.

We would also like to clarify why this information is being requested at this particular stage. The Source of Funds verification became relevant following the difficulties encountered in confirming the ownership of the cryptocurrency wallet. As previously mentioned, appropriate Source of Funds documentation may now assist us in proceeding with the situation and working toward a resolution.

This complaint was initiated because okkamok did not agree with the decision made by the gaming platform. We respect the right to raise the matter for independent complaint and remain fully open to cooperation regardless of the channel chosen to address the situation.

As part of the complaint process, we provided the CasinoGuru Team with the relevant information and circumstances that formed the basis for the actions taken on our side. Work with this situation led us to additional steps, including the request to confirm ownership of the cryptocurrency wallet and, at the current stage, the Source of Funds.

Therefore, the present request can be considered as part of the complaint which helps us all together to resolve it correctly. 

Dear okkamok,

If you are experiencing difficulties providing Source of Funds documentation specifically in relation to the wallet used for transactions on the gaming platform, we are prepared to consider other official documentation that can reasonably demonstrate the origin and history of the funds.

We kindly ask you to provide the relevant supporting documentation available to you. Once received, our Team will carefully review it and proceed with the case accordingly.

If there is any other point for clarifications or any other questions - we are open for further cooperation.  

Kind Regards,

Betico Team

Betico, you still didn't answer the main question: why did you took winnings from my account?

Source of my money is winnings from another casino. I sent you screenshots. The money go directly to my crypto address I deposited to your casino. What kind of proof you want from me in this case?

Hello everyone,

thank you both for the updates.

Dear Betico Casino,

thank you for the clarification. I understand that the Source of Funds review became relevant following the difficulties in confirming ownership of the cryptocurrency wallet.

However, I would appreciate it if you could address the player's main question more directly: what was the specific basis for the original confiscation of the winnings? Please clarify whether the confiscation was made because of the unresolved cryptocurrency wallet ownership, the Source of Funds issue, or another reason.

Regarding the Source of Funds documentation, you have mentioned that the screenshots provided by the player are not sufficient. Could you please specify exactly what documentation or information you require from the player to complete this verification, particularly considering the player's explanation that the funds originated from winnings at another casino and were subsequently transferred to the cryptocurrency wallet used for the deposit?

Dear okkamok,

thank you for the clarification regarding the source of your funds.

For now, I would ask you to wait for the casino to specify exactly what additional documentation they require. Once they provide clear requirements, we can assess whether the requested documentation is reasonably available and relevant to the case.

I will await the casino's clarification regarding both the original confiscation and the specific Source of Funds requirements before proceeding further.

Thank you both for your cooperation.