BETANDYOU Casino - Player is unable to close her account.

This site is TERRIBLE. AVOID AVOID.

I had a self exclusion that I thought had expired, the website allowed me to deposit everything seemed fine. Then when I tried to play the money I wasn’t able to, I talked to chat they said I was still self excluded but wouldn’t explain why I was allowed to deposit still. I tried to withdraw but I wasn’t allowed because of a 1:1 wager requirement, how could I meet this requirement without being allowed to play.

chat is ABSOLUTELY USELESS it’s clearly AI, and a terrible one at that, they continue to tell me to email an email address (I’ve emailed it several times over a few week period and heard NOTHING back) but chat just says email this address over and over. The chat claims to be human but there was not one tiny bit of support offered other than "email this email address"

at this point I don’t even expect my money back I’m just trying to close my account and they make even that IMPOSSIBLE. This site is an absolute scam.

Dear NikkiL88,

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. 

• Do I understand correctly that you weren't able to place any bets?
• Did you activate any bonus on top of your deposit?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear all!

The player has a self-blocking until 07.07.2025. Cannot withdraw because the amount must be placed before withdrawal. The player claims that the system does not allow him to place a bet, but the self-blocking does not affect this, we requested a screenshot of the error from the player, he never sent it.

He also made a withdrawal request last time on 06.08, let him try to withdraw again to the deposit details, and immediately write to support, we will ask the Security Service to approve without entering

I can report after following the above process I was finally able to withdraw. I will report back if I receive this money or not.

I tried to withdrawal and discuss with chat previously and it did not work, the only thing that helped this time was including a screenshot of this reply.

As noted above it took escalation to this complaint to finally move forward, however that being said I have received my withdrawal. You can consider this matter resolved.

thank you.

Thank you, BETANDYOU Casino representative, for your help in resolving this matter.

Dear NikkiL88, 

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru