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Betizy only refunded my deposits; they did not pay out the winnings generated from those deposits, confiscating the entire amount based on the terms and conditions below.

We would like to inform you that your withdrawal has been canceled by the payments department and the amount of €2,061.21 has been removed from your balance due to the breach of the following Terms & Conditions :

Important notice:

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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.

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Hello,

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

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

• Is your player's account accessible to you? Can you log in?
• Which terms and conditions did you breach according to the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Yes, I have access to the account.

I will send you an email explaining which conditions I violated.

I play slots and betting sports.I played using both bonus funds and real money. They took away the winnings from the real money as well.

Thanks for your patience.

Have you completed the wagering of the bonus that was activated? Have you placed a sports bet during the wagering of the bonus that concluded later, while the bonus was no longer in play?

Please let me know.

That is how I met the bonus wagering requirements.I placed sports bets after completing the bonus wagering requirements.

Dear pampa123,

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, Michal (michal.k@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,

Tomas

Hello pampa123,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Betizy Casino to join the conversation.

Dear Betizy Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for a independent review.

Thank you in advance.

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 pampa123,

I have made several attempts to reach out to the casino, but unfortunately, I haven't had much success. While I did get a reply from a casino representative, it was only a short message stating that they would pass along the details of your complaint to the appropriate department. Regrettably, I have not heard anything further. I’m afraid there is not much that can be achieved without cooperation from their 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 reach out to MADRE at File a Claim (International) – MADRE – Maltese Alternative Dispute Resolution Entity and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority ("MGA"), by filling out a complaint form at http://www.mga.org.mt/support/online-gaming-support/

The ADR or the Gaming Authority has more options and tools to help players. Please let me know how they responded

at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru