Betory Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I opened an account at betory a beginning of October,, made several deposits, and also made successful withdrawals.

On October 7, I made two deposits of 5 ltc and 10 ltc ( 15 LTC)

In the casino I used slots and played sports betting, my games were related to Casino and Betting.

I took bonuses on deposits, but I lost them.

There was a balance of 26 LTC left on my account, coming from real money (not bonus) and I decided to make a withdrawal, unfortunately after a few days I received an unclear email which didn't really say much, that my account had been blocked and the contract had been terminated, they didn't even agree to return my deposit.

I did not perform KYC at the casino because they never asked about it, previous withdrawals that I made successfully were processed without any KYC.

I have no access to my account, my account is blocked along with the funds

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Dear Potepiony,

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 understand the whole situation completely.

• Did the Casino explicitly mention the specific rule you have violated or any specific reason for blocking your account?
• When exactly was your account blocked?
• Do you have any additional communication with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

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

Petra

Dear Potepiony,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello

-only what is visible in the casino screenshot, there is no specific reason there

-exactly on the day I received the only e-mail from the casino, i.e.: 10/10/2025

-I only received one email and no more response from the casino.

Thank you for your reply and for providing the previous details, Potepiony.

To better evaluate your case, I need to ask the following questions. Afterward, I will forward your case for further review:

• Do I understand correctly that you did not accumulate your winnings using bonus money or free spins?

• Could you please provide the game history from your casino account?

• I acknowledge that your account has recently been blocked; however, could you please provide your withdrawal history, if possible?

You may send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Potepiony,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It's hard to show anything about the game or early withdrawal because I don't have access to the account, my account has been disabled

I only have one email from support informing me about the closure of my account, which is shown in the screenshot I added when submitting the complaint.

but the funds I currently had in my blocked account did not come from any bonus, these were funds from deposits.

It is also difficult to indicate withdrawal previouss because I used cryptocurrencies , so there is no sender and recipient of the payment,

but previously I had already received several withdrawals from this Betory casino in LTC currency to my wallet.

On October 7 I received withdrawals from this casino in the amount of 21 LTC and it was processed correctly.

I have this transaction in my Crypto wallet but it cannot be identified that it came from this casino because it was a cryptocurrency transaction.

Dear Potepiony,

Thank you for your reply and for providing the previous details.

To help us review the case more thoroughly, could you please clarify the following:

• Is there any chance that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Could you please confirm whether your account involved have previously been flagged for suspicious activity?
• Have you used any betting strategies or systems while playing?

Once these questions have been answered, I will proceed with the case.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

• I'm sure no one else opened an account from my computer, I don't know about the IP, almost everyone has a dynamic IP nowadays, but it's very unlikely that someone else would open an account the same IP
• I don't know if it was marked earlier, I haven't received such information from the casino before.
• I don't know what strategies you're asking about, all players always has some strategy when playing in a casino, I think that even if I use some strategy, the casino has no right to confiscate funds from deposits.

Dear Potepiony

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 (romana.r@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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 Betory Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betory Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello all.

We have reopened this complaint as per the casino request.

Dear Betory Casino,

Could you please tell us more about this case?

Thank you.

Respectfully,

Romi

Hello!

Thank you for giving us the opportunity to reopen the complaint.

We would like to clarify that we never block players without reason. There are clear Terms and Conditions of the website that cannot be violated.

The customer was sent an email explaining which specific rules were breached, namely:

Betory has a strict anti-fraud policy. If Nimbus Enterprises Limitada has reasonable grounds to believe that the User has participated in or has been connected with any form of fraudulent activity (based on anti-fraud, anti-cheating, and collusion detection practices used by Nimbus Enterprises Limitada, as well as its gaming partners and other suppliers commonly used in the gambling industry), including but not limited to:

• participating in any type of collusion with other Users;
• developing strategies aimed at obtaining unfair winnings;
• fraudulent actions against Nimbus Enterprises Limitada or its payment providers;
• chargeback transactions;
• the use of third-party software or analysis systems;
• creating two or more accounts;
• using unfair external factors or influences (commonly known as cheating);
• or becoming bankrupt in the country of residence.

In case one or several such actions, or other similar activities, are identified, Betory reserves the right to cancel the user account and suspend all payouts to the User. This decision is made at the sole discretion of Betory, and the User may not be notified of the detailed reasons for such actions. Betory also reserves the right to inform the regulatory authorities of the User’s jurisdiction about such fraudulent activity.

Additionally, according to clause 6.4.3, if there are traces of unfair practices (for example, bets placed in a fraudulent manner, obviously incorrect odds, switched odds), appropriate measures may be applied in accordance with the Terms and Conditions.

Best Regards,

BetoryTeam

yes it's true they sent me some general nonsense without giving any actual reason and they think that's enough to steal the player's deposits.

They didn't really send anything specific reason, and I don't understand why they stole my deposits.

Thank you, Betory Casino, for the information.

Please send detailed information about the violation of your terms from the players' side to my email: romana.r@casino.guru, so my team can better understand what actually happened.

Best regards,

Romi

Dear Potepiony,

We would like to sincerely apologize for this situation. After reviewing your case, we identified that your account was mistakenly restricted due to an internal error during a routine review process. The action was not intended for your account, and we truly regret that you were affected.

We have already contacted you directly via email to clarify the situation. Your account has now been fully restored, and all deducted funds have been returned to your balance.

We completely understand how frustrating and concerning this must have been, and we are very sorry for the inconvenience caused. Thank you for giving us the opportunity to investigate this matter and for bringing it to our attention.

We have taken internal steps to ensure similar errors do not occur in the future.

Kind regards,

Betory Team

Thank you for restoring my account and returning the balance, and I appreciate that you acknowledged the restriction was caused by an internal error rather than any wrongdoing on my side.

However, I would like to highlight an important issue regarding the financial outcome of this situation. My account was blocked on October 10, 2025, when my balance was 26 LTC, with Litecoin valued at approximately 125 USD at that time. Due to the restriction, I had no access to my funds for several months.

Although the same amount of cryptocurrency has now been returned (26 LTC), the current value of Litecoin is around 56 USD, meaning the real monetary value of the balance has decreased by more than 50% during the period when access to my funds was restricted.

I understand that cryptocurrency price fluctuations work both ways and that if the value had increased, the returned amount would likely still have been the same in LTC. However, the loss in value occurred during a period when I was unable to access or manage my funds due solely to the account restriction caused by the casino’s internal error.

This difference represents the actual financial impact resulting from that situation

I would also like to thank the Casino.Guru team for their help in this case. Without your intervention, the issue would most likely not have been resolved, as the casino was not willing to communicate with me directly before your involvement.

Thank you both for your cooperation on this case.

Dear user, please let me know what you would like to do with this complaint now. We are unable to influence the decision of the casino regarding the value of the LTC; therefore, I would like to know what you are going to do and if you'd like to keep this complaint open until you receive your winnings.

Thank you.

Regards,

Romi