Berriez Casino - Печалбите на играча са били незаконно отказани.

I am filing a formal complaint against Casino Berriez regarding systematic non-compliance with fair gaming practices and unlawful refusal to process legitimate winnings. The casino initially misrepresented bonus terms and subsequently refused to grant the bonus despite meeting stated conditions. Following this, I won substantial funds through roulette gameplay and submitted complete verification documentation to the casino, including screenshots of casino transaction history and PDF records from Mifinity, along with detailed proof of currency conversions from other denominationstall of which clearly demonstrate the legitimacy of both my identity and my winnings. Despite providing this comprehensive evidence, the casino initially ignored my documentation entirely, and when I filed a complaint demanding they review the materials, they dismissed my proof as @random third party screenshots@ and rejected my claim without providing any valid justification or engaging with my explanations. This pattern of behavior combined with the initial bonus fraud, the refusal to acknowledge legitimate payment records, and the disrespectful treatment of my verification process suggests the casino is operating in deliberate violation of gaming regulations and is using bad faith tactics to steal from players. I am ready to provide all necessary supporting evidence including transaction records, currency conversion documentation, and full correspondence history, and I am requesting that this case be made public as I believe Casino Berriez is systematically defrauding players and not complying with established gaming authority rules.

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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.

• Could you please specify whether you completed the full KYC verification process?
• What reason did the casino provide for closing your account? Please forward me the email you received after your account was closed at [email protected]. Kindly include the documents you submitted for verification as well.
• Also, am I correct in understanding that you accumulated your winnings by playing roulette without any bonus involved?

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

1. I have completed the KYC process that was required of me before.

2. I have sent documents confirming the origin of funds on my Mifinity account with explanation on each, but it was disregarded as "random". The casino ignores my documents and renders them random despite they are genuine and true. I'm seeking assistance

3. My account was not closed

4. Yes I have accumulated my win without bonus play. I have forwarded 2 chains of emails to you Veronika, on of them is with their most recent reply and one with my submitted documents.

In the email dated 25 June, the casino requested bank statements or transfer receipts confirming the following transactions:

• 1,413.48 CAD – 11/06/2026
• 781.32 CAD – 10/06/2026
• 3,150.40 CAD and 2,647.84 CAD – 08/06/2026

Could you please confirm whether these transactions are the deposits you made into Berriez Casino?

Which payment method did you use for each of these transactions? Do you have a bank statement in PDF format confirming that these transactions were sent from your account?

These transactions are casino winnings that were received to my Mifinity wallet. 1413.48 (SLOTORO) 11-6-2026

781.32 or 500 EUR (CASINOJOY in EUR) 10-06-2026

3150.40 or 2,012.08 EUR (ROCKETPLAY in EUR) 08-06-2026

2647.84 (VERDE in EUR) 08-06-2026. They are not my deposits to Berriez. There is no BANK statement, it is Mifinity which is EWALLET and statement was also provided. That's where Berriez received these amounts from. They asked me where these winnings are from, I have provided them with screenshots and account details. They do not listen to me and call this third party random amounts. Nobody listens to me!

Dear PaCiaNN

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, Martina ([email protected]). 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

Dear PaCiaNN,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about your issue.

I will now contact Berriez Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 PaCiaNN and dear Martina,

We understand the frustration around delays in situations like this — we'd like to clarify what's happening on our end.

As part of our standard verification process, we're required to confirm the source of funds before a withdrawal can be approved. In this case, the documentation initially provided — cashier histories from three separate casinos — doesn't match the transactions we're trying to verify, so unfortunately we're unable to accept it as valid proof.

To move forward, we need two pieces of official documentation:

An official MiFinity account statement showing your full name, MiFinity account ID, and the top-up transactions in question (dated 08/06, 08/06, 10/06, and 11/06/2026).

A bank statement from the account/card used to fund those top-ups, showing the corresponding outgoing transfers into your MiFinity wallet.

We ask for this level of detail because casino cashier histories only show that a transaction happened, not where the money actually came from.

To properly verify the source of funds and protect against fraud, we need documentation that traces the money from your bank account through MiFinity and into your top-ups — matching amounts and dates exactly.

We know this can feel like an inconvenience, but this process exists to protect both our players and the platform.

Once we receive the correct statements, we'll be able to move to resolve this query.

We kindly ask that you provide this documentation at your earliest convenience so we can continue processing your case without further delay.

Thank you for your cooperation.

Thank you, Berriez Casino, for the update!

Dear PaCiaNN,

I would kindly ask you to submit the required documents to the casino and please let me know once this has been done.

Thank you very much in advance.

Dear PaCiaNN,

Thank you for your explanation and for the documents you have already provided. We understand that the funds entered your MiFinity wallet as winnings from other casinos, so a bank statement may not reflect these transactions.

To help us verify the payment trail, could you please submit an original official MiFinity PDF statement covering 8–11 June 2026? The document should show your name, MiFinity account ID, and the four incoming transactions, including their dates, amounts, currencies, and any available sender details.

We understand that you may have already submitted this document to the casino several months ago. If so, we kindly ask you to resubmit the same document now so that it can be reviewed specifically in connection with the transactions concerned.

Thank you very much for your patience and cooperation.

Okay. I have just resubmit all screenshots, casino history as well as Mifinity statement starting May 2026 till today to [email protected]. I hope this time a more professional person will review my case and I'm eager to see their response here with CasinoGuru present.

Dear Berriez Casino Team,

We would appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete the PaCiaNN´s verification process.

Please let us know at your earliest convenience.

Dear PaCiaNN and CasinoGuru Team,

After further investigation, we noticed that the confusion on our end regarding the transactions was due to a discrepancy in the EUR/CAD conversion rate.

We have now proceeded with verifying the account, and PaCiaNN, you are welcome to place a new withdrawal request.

We sincerely apologize for the confusion and any inconvenience this may have caused, and we thank you both for your cooperation.

Best regards,

Berriez Team 

Thank you Berriez Casino, for the update!

Dear PaCiaNN,

Can you please confirm, that you were able to make a withdrawal? Thank you very much in advance

Thank you,I've received my winnings.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear PaCiaNN,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina