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Subject: Unjustified withholding of funds after KYC validation + non-compliant request for sensitive data

Good morning,

I wish to open a dispute concerning Betify.

Summary of the problem:

My Betify account has been fully KYC verified (my user area displays "Verified").

After this complete validation, Betify froze my account without clear justification, citing "unusual activity".

They are now demanding a second KYC process, including:

a selfie holding my ID card with today's date to be sent exclusively by email, which is insecure and not compliant with the GDPR.

Nature of the dispute:

This is therefore an abusive withholding of funds after a KYC verification already carried out and confirmed, followed by an additional request not in accordance with the security standards used in the industry (absence of a secure upload portal).

Key points / evidence:

My KYC account shows "Verified".

The site froze my account despite this validation.

They refuse to provide a secure platform for transmitting biometric data.

Their only proposed method is an unencrypted email, which is contrary to good practices and prohibited by minimum data protection obligations (Article 32 GDPR).

I believe this procedure is excessively restrictive, insecure, and used as a pretext to block my funds.

What I am asking

The immediate reactivation of my account,

Or at a minimum, the provision of a compliant KYC procedure (secure upload),

And the possibility of making my withdrawal normally.

I remain available to provide any necessary screenshots.

Thank you in advance for your assistance.

Sincerely.

Sujet : Rétention abusive de fonds après KYC validé + demande non conforme de données sensibles

Bonjour,

Je souhaite ouvrir un litige concernant Betify.

Résumé du problème :

Mon compte Betify a été entièrement vérifié KYC (mon espace utilisateur affiche "Vérifié").

Après cette validation complète, Betify a gelé mon compte sans justification claire, prétextant une "activité inhabituelle".

Ils exigent désormais un second KYC, comprenant :

un selfie tenant ma pièce d’identité avec la date du jour à envoyer exclusivement par e-mail, ce qui est non sécurisé et non conforme au RGPD.

Nature du litige :

Il s’agit donc d’une rétention abusive de fonds après une vérification KYC déjà effectuée et confirmée, suivie d’une demande supplémentaire non conforme aux standards de sécurité utilisés dans l’industrie (absence de portail d’upload sécurisé).

Points importants / preuves :

Mon espace KYC indique "Vérifié".

Le site m’a gelé le compte malgré cette validation.

Ils refusent de fournir une plateforme sécurisée pour transmettre des données biométriques.

Leur seul moyen proposé est un e-mail non chiffré, ce qui est contraire aux bonnes pratiques et interdit par les obligations minimales de protection des données (article 32 RGPD).

J’estime que cette procédure est abusivement restrictive, non sécurisée, et utilisée comme prétexte pour bloquer mes fonds.

Ce que je demande

La réactivation immédiate de mon compte,

Ou au minimum la mise à disposition d’une procédure KYC conforme (upload sécurisé),

Et la possibilité d’effectuer mon retrait normalement.

Je reste disponible pour fournir toutes les captures nécessaires.

Merci d’avance pour votre assistance.

Cordialement.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Could you please specify the amount of balance on your account left to withdraw?
• 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 issue? 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

Hello, I have been registered since October 2023, I was blocked on October 31, 2025.

I found out my account was blocked when I tried to log in.

Amount blocked: approximately €700

Primarily sports betting

No bonus

THANKS

Bonjour, je suis inscrit depuis octobre 2023, j’ai été bloqué le 31 octobre 2025.

J’ai su que mon compte était bloqué en essayant de me connecter.

Montant bloqué : environ 700€

Principalement des paris sportifs

Pas de bonus

Merci

Good morning ?

Bonjour ?

Thanks for your patience and the information provided.

I checked your interaction with support. If there is are indication that your account has been compromised and the casino requests additional documents, we can't ask them to skip this step.

From our point of view, the industry is that these documents might be submitted via live chat, email, or via the upload function found in the player's account. We unfortunately can't ask the casino to change their policies, nor ask them to provide a secure platform to upload the documents as you requested.

Please let me know how you wish to proceed.

Madam, Sir,

It took a whole week and a follow-up from me to finally get a useless, robot-like response. Bravo for the responsiveness.

Let me summarize, since clarity seems to be a rare commodity:

- My KYC is displayed as VERIFIED

- The casino itself wrote in black and white in its email: "we can lift the restrictions without additional documents".

- He now refuses to honor his own written declaration and demands the sending of biometric data by simple unencrypted email, a clear and obvious violation of Article 32 of the GDPR.

- European law is not a friendly suggestion. It is not subordinate to the "internal policies" of an operator.

-"Industry practices," as you call them, are of little importance to me. The law does not have to adapt; it's the other way around.

-I am not asking you to encourage them to change their conditions, but to apply them.

Your position amounts to saying:

"We cannot ask a casino to comply with a directly applicable European law."

This is, frankly, unworthy of a platform that claims to defend gamers.

With all due consideration for your belated diligence,

Madame, Monsieur,

Il aura fallu une semaine entière et une relance de ma part pour obtenir enfin une réponse inutile, digne d’un robot. Bravo pour la réactivité.

Permettez-moi de résumer, puisque la clarté semble être une denrée rare :

- Mon KYC est affiché VÉRIFIÉ

- Le casino a lui-même écrit noir sur blanc dans son email : « nous pouvons lever les restrictions sans documents supplémentaires ». 

- Il refuse aujourd’hui d’honorer sa propre déclaration écrite et exige l’envoi de données biométriques par simple mail non chiffré, violation caractérisée et évidente de l’article 32 du RGPD. 

- Le droit européen n’est pas une aimable suggestion. Il n’est pas subordonné aux « politiques internes » d’un opérateur.

-Les « pratiques de l’industrie », comme vous le dites, m’importent peu. La loi n’a pas à s’adapter, c’est l’inverse.

-Je ne vous demande pas de les inciter à changer leurs conditions , mais à les appliquer.

Votre position revient à dire : 

« Nous ne pouvons pas demander à un casino de respecter une loi européenne directement applicable. » 

C’est, disons-le franchement, indigne d’une plateforme qui prétend défendre les joueurs.

Avec toute la considération que mérite votre diligence tardive,

Thanks for sharing your point of view and for your patience. We currently have hundreds of active complaints, and we strive to reply as soon as possible within the allotted time of 7 days.

We cannot recommend anything else but to comply with the casino's requirements, as these are not out of what is considered ordinary.

Please let me know whether you intend to comply with these requirements.

Your response is once again worthy of a child.

The fact that a practice is considered "ordinary" in a sector does not in any way make it legal.

Article 32 of the GDPR remains mandatory and directly applicable to everyone, including this fraudulent casino, Betify.

By stating that he could "recommend nothing other than submitting" to an illegal procedure,

CasinoGuru is complicit in a clear violation of European law.

CasinoGuru covers up these actions instead of denouncing them.

I am closing this complaint myself.

Status: UNRESOLVED

End of discussion.

Votre réponse est une nouvelle fois digne d’un enfant.

Qu’une pratique soit jugée « ordinaire » dans un secteur ne la rend en aucun cas légale. 

Le RGPD article 32 reste impératif et directement applicable à tous. Y compris ce casino frauduleux qu’est betify.

En déclarant ne pouvoir « recommander autre chose que de se soumettre » à une procédure illégale, 

CasinoGuru se rend complice d’une violation caractérisée du droit européen.

CasinoGuru couvre ces agissements au lieu de les dénoncer.

Je ferme moi-même cette plainte.

Statut : NON RÉSOLUE

Fin de discussion.

I am sorry you feel this way.

We can only assist you if you are willing to complete verification. Our role is as a mediator; we can't conclude whether an online casino is in breach of GDPR laws or not. Kindly consult a law professional regarding an opinion on the lawfulness of what the casino requests.

Since you don't intend to follow our recommendation, there is little we can accomplish.

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter issues with any online casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.