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Hi Dingeling-69 - welcome back to CasinoReviws.com!

Please read our Complaint Guidance and Complaint FAQs to ensure that you fully understand how our complaint management process functions.

Unfortunately we won't be able to assist you with tis one. Please refer to our Terms of Use, clause 5.11.7, detailed below:


> 5.11.7 Where a complaint is about an issue that occurred more than 12 months before the submission of the complaint.


Since the issue seems to have started back in March of 2025, it goes beyond the 12 months cut off time.

Sorry we couldn't be of further assistance.

Thanks,
CasinoReviews.com Complaints Team

This complaint is significantly older than is reasonable for an ADR service to review.

I am submitting this complaint to CasinoReviews regarding Bettinia Casino (Denix Limited) and requesting that you open a case about their unlawful withholding of my winnings. Bettinia has refused to pay out my winnings of 490,000 DKK, claiming that I supposedly violated something they call “Mission Grand Duplicate.” I completely reject this accusation. I have not broken any rules, terms, or bonus conditions, and Bettinia has never provided any documentation to support their claim. Their decision appears to be an excuse to avoid paying out a large, legitimately won amount.

The facts of the case are straightforward. Bettinia Casino operates under a gambling licence, and my account is registered under the email ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇. On 7 February 2025 at 23:51, I purchased a Paysafe voucher of 1,000 DKK at ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇. I deposited the amount into my own Paysafe account and activated a bonus. I played with the 2,000 DKK I had available and won more than 800,000 DKK. After continued gameplay, my final balance was 490,000 DKK, which I requested to withdraw.

Since then, Bettinia has repeatedly asked for documentation, and I have provided everything they requested several times. I have sent all documents directly myself, and my former lawyer has also submitted the full documentation on my behalf. Despite this, Bettinia has not paid out the winnings and has not provided any valid explanation for withholding the money. They have ignored my messages for a very long time, even after the Danish Gambling Authority became involved and pointed out issues in Bettinia’s handling of the case.

Recently, I also contacted Nævnenes Hus (the Danish complaints authority) to escalate the matter further. I submitted a full complaint to them, including all evidence and documentation. This shows how far the case has already progressed and how serious the situation is. Even with an official complaint filed with Nævnenes Hus, Bettinia still refuses to pay out my winnings and continues to ignore the issue.

I have acted in good faith throughout the entire process. I have followed all rules, complied with all requirements, and delivered every piece of documentation Bettinia asked for. Bettinia, on the other hand, has failed to act responsibly, transparently, or professionally. Their communication has been extremely poor, and they have not provided any evidence to support their accusation. The situation has caused significant stress, wasted time, and unnecessary complications.

Before contacting CasinoReviews, I have already taken several steps to resolve the matter. I have contacted Bettinia many times. I have involved a lawyer. I have contacted the Danish Gambling Authority. I have filed a formal complaint with Nævnenes Hus. I have kept extensive documentation, including Paysafe receipts, gameplay logs, emails, letters from my lawyer, and communication from authorities. Despite all of this, Bettinia still refuses to pay out my winnings.

I am now asking CasinoReviews to open a formal complaint case and assist in resolving this matter. I request help in ensuring that Bettinia pays out the full 490,000 DKK that I rightfully won. I also ask that their behaviour be reviewed, including their lack of communication, their failure to provide documentation, and their unjustified accusation. I am ready to provide any additional documents you may need, including my full PDF complaint and all supporting evidence.

This case has been ongoing for a very long time, and Bettinia has consistently failed to act correctly. I kindly ask CasinoReviews for assistance in bringing this matter to a fair and proper resolution.

Betinia Casino - Unlawful Withholding of 490,000 DKK Winnings

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