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I played the Pragmatic Play game "Vampy Party" on Betredi246.com and won approximately 180,000 TRY.

After winning, I requested withdrawal but the casino delayed the payment for several days saying "provider check".

Today, my winnings were removed claiming "provider cancelled".

However, they refused to provide Spin ID or Round ID.

There is no cancellation record in my transaction history.

I deposited approximately 33,000 TRY via bank transfer (Havale) in several transactions.

My account is still open but my winnings were removed without proof.

I request investigation of this casino and recovery of my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you accumulate your winnings with or without a bonus?
• Did you notice any unusual behaviour while playing the game, such as no losing bets, an unusually high number of bonus features, or abnormally high winnings?
• Could you please forward me the communication between you and the casino’s customer support informing you that the provider deemed your winnings invalid? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hello Veronika,

Thank you for your response.

I would like to clarify that I did not use any bonus while playing. All my winnings were achieved using my own deposited funds.

My gameplay was completely normal, and I actually experienced many losses during the session. My winnings were not from a single big win but were accumulated gradually through multiple smaller wins.

I did not notice any unusual behavior in the game (such as no losing bets or abnormal bonus features).

The casino later informed me that my winnings are under "provider check" / "risk investigation," but no clear explanation has been given.

I will also send my communication with the casino support team via email as requested.

Thank you for your assistance.

Best regards.

Hello Veronika,

I have already sent all the requested information via email, including my full game history and communication with the casino support team.

As clearly seen in my records, my gameplay was completely normal. I experienced losses and then gradually recovered and accumulated my winnings. There was no single large win, no bonus usage, and no suspicious or irregular betting behavior at any point.

Despite this, the casino kept me waiting for about a week under the claim of a "provider check" / "risk investigation," and then removed my balance without providing any clear or valid explanation.

I strongly believe this is unfair and unjustified. There is no evidence of any rule violation on my side.

I kindly ask you to review my case thoroughly and help resolve this issue, as my winnings were obtained fairly under normal gameplay conditions.

Thank you for your support.

Best regards.

Dear K1907

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you K1907 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betredi Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you for your help and support. I appreciate your time and efforts regarding my case. I’ll wait for the casino’s response.

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 K1907,

I have tried to contact the casino repeatedly but have had no success. 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 that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. Please let me know if you need help with submitting the complaint or how they responded, if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter