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I am submitting a formal complaint against Betiro for withholding a total of €50,000 in legitimate casino winnings, based on a hidden and retroactively enforced "tier" system that was never visible or explained to me.

Chronology of Events:

1. First Win:

- I won €35,000.

- Betiro claimed I was a "standard tier" player with a 24-hour payout cap of €10,000.

- They paid out €10,000 and withheld €25,000 without any warning or prior information.

- At no point during or before the win did I know what tier I was in, or that such limits even existed.

2. Second Win:

- I won another €35,000 on a different day.

- Again, only €10,000 was paid.

- Another €25,000 was withheld under the same reasoning.

- My tier was still not visible, and I received no warnings when exceeding the limit.

Unfair Practices:

- The so-called tier system is completely hidden from players:

- No tier display in the account

- No visible criteria for tier upgrades

- No warning when nearing or exceeding payout caps

- Tier changes only happen after large wins are withheld

- Win limits are enforced retroactively, not proactively

Facts:

- I have made many deposits over time — I am a long-term and serious player

- I won a total of €70,000 across two sessions

- Betiro only paid out €20,000, and withheld €50,000 based on unclear internal rules that were not disclosed

What I Request:

I respectfully ask that Betiro:

- Pays the remaining €50,000 in withheld winnings, or

- At least explains:

- My tier status at the time of both wins

- How tier levels are assigned and communicated

- Why no warnings were issued before placing bets that exceeded hidden limits

This feels deceptive and violates principles of fair play. I had no way to know I was breaking any limits and should not be penalized for that.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betiro Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Has the casino paid out your remaining 20000 € in winnings already?
• Do you have access to your player's account currently?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

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Thank you for your patience, and stay safe.

Thank you for your response and for looking into this matter.

To answer your questions:

1. Yes, the casino has paid out part of the 20,000 € in winnings, but I also continued playing a bit afterward.

2. Yes, I still have access to my player account.

3. I mainly played slots to accumulate my winnings.

4. No, I did not use any bonus – all winnings were achieved using my own deposited funds.

Please let me know if you need any further details.

Best regards,

*****

Hi

Im waiting for your respons.

Regards ****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi ilsje820664,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Betiro Casino to join this conversation.

Here you can see they deduct the winnings.

Thank you ilsje820664,

Let's see what the casino's position will be.

Yes I want to know that too. Because they dont reply?!

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 ilsje820664,

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 Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter