Betnuvo Casino - Player’s account remains open despite closure requests.

I started playing at this casino got fully registered etc, seemed okay but was gambling too much. I first sent a email to them. After a few days I was doing ok then I got a email saying they gave me £250. I thought must be a mistake my accounts closed? I told them I had issues currently and to close asap. Nope was still open and that set me off again, deposit after deposit, this time I went to live chat , was told that was it. Wasn’t happy and wanted to complain. Few days later email again- £50 free ??? Did it not do it to me again. Silly I know, but this is morally wrong and they shouldn’t be getting away with this. So for context, 2x on live chat, and 3x emails- the best part is they verified my account fully after I sent the reply to the email with verification. They have the cheek to say "this time I’ll send to the proper team" as in the other person sent it to the wrong team? Got a cheek to have safer gambling things on there website too.So I know they’ve saw it- and the 2 live chats prove it too( was asking for proof of the one I didn’t get screenshots from) they obviously didn’t give me it. They’ve watched a guy tell them he has serious issues(only reason I’m playing at this casino) due to being gamstopped. And they’ve saw money signs and continues to take money. Disgusting. And my accounts still open and no way for me to fully close it. I feel sick. If u can help me retrieve any money I’d be greatful but these people are con artists- so I won’t hold my breath. They’re praying on problem gamblers- I get that, but this is the only casino I’ve ever played at that aren’t banning you when you tell them your a problem gambler and need the account closed for good.

Hello Spearsy1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betnuvo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When exactly was the first time you requested self-exclusion?
• Was your account at any point closed and is it still open now?

Looking forward to your answer.

Regards,

Nick

Hi there, my account is verified I didn’t receive an email to confirm this or anything so can’t get exact date and time, however it was around the 30th of September. I was still able to play freely before this.

This is my original email to them as live chat was busy this day, sunday 29th september 12:22. Then on the 1/10 I got a email for £250 free (picture attached)this told me my account was open and encouraged me back in to spend and then deposit more. This prompted me to get on live chat to go mental and demand it to be closed. I was assured this was passed to the team and will be closed within the hour. Then I’ve got another email for another £50 (picture attached) 5th October- same thing again. This boiled on with payday didn’t end well for me and I’ve recently been on live chat begging for it to be closed again, this was yesterday at 16:00 think the screenshots are in original post of the live chat. And I can sadly confirm it’s still open. And no it’s never been closed once no matter how much I beg. Here is a screenshot of transactions since me first asking for the account to be closed. And this has been asked numerous times since and been told this was 100% happening more than once. Now I probably won’t get a penny back from these scammers. But atleast this will make others aware. Thanks for the prompt help.

More emails sent yesterday even though I was also on live chat getting assured again it would be closed. Still open 11am the next day.

7:15pm and still 0 account block and £2000+ took from me after numerous calls of major gambling issues, and actually begged the live chats and emailed support. This is unlawful and they can’t defend this surely ? They can’t say aw I never got the email? 4 emails all different days, 3x live chats all different operators all told that it would be closed and it’s not been. Inexcusable. Please help

Sorry for spam messages just updating so you know context here, into Monday now, account still open, numerous emails, numerous live chats, I feel sick. Blocked my card with them to ensure the dont rope me back in- however this is shocking and by far the worst I’ve experienced with any casino firm. Hopefully your expertise can help and that’s enough evidence for you. Thanks again.

another one, and account still isn’t closed ? Beyond a joke now.

Quick update as I’m aware they’re still awaiting approval- account still open

Thank you Spearsy1 for all the information provided. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks a lot nick, I’ve stayed off the casino but went on to check and its still open I’m not going to send anymore emails I’ll let your team do they’re hit and hopefully casino takes responsibility for a change.

Dear Spearsy1,

My name is Kubo, and I’ll be taking over your complaint from here. I’m truly sorry to hear about the difficulties you’ve encountered, and I’ll do my best to assist you in resolving this issue. If there have been any recent updates regarding your case, please feel free to share them with me.

Unfortunately, it appears that you have chosen to play at a casino with a low safety index, as assessed by our analysts. Additionally, the casino has a poor track record when it comes to addressing customer complaints. Lastly, it’s important to mention that this casino is operating without a valid license, which further undermines its credibility and raises concerns about its trustworthiness.

Casinos in this category often do not prioritize cooperation with us or address player concerns effectively. However, we remain hopeful that this will not be the case, and that the casino will provide the necessary assistance to resolve your issue.

Thank you for your understanding.

Anyway, I would like to invite the Betnuvo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Betnuvo Casino,

Could you kindly provide a comprehensive explanation of this case, including the reasons for not closing the player’s account despite multiple explicit email requests where the player clearly expressed concerns about a gambling problem? Additionally, please explain why promotional materials continued to be sent to the player, despite their gambling-related issues.

Your website emphasizes the importance of responsible gaming and claims to promote a safe and supportive environment for all users. According to your Responsible Gaming Policy, you are committed to safeguarding players and have measures in place to ensure this. However, the handling of this case appears to contradict that commitment.

Thank you in advance for your prompt response.

Best Regards,

Kubo

Hi thanks for the help. I think we both know they won’t reply or take any responsibility for this. However my account is still open is there any way we can close this ? Thanks again for all the help. Great work

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 Spearsy1,

Unfortunately, the casino has not responded yet, despite previously registering a representative account on our platform to assist with ongoing complaints. I’ve sent an additional message to their official support address in case they missed notifications regarding this complaint.

I will keep you updated on any developments.

Thank you for your understanding and continued patience.

tried to get them to respond in live chat, also tried for the god knows how many time to get my account closed again. As you say hopefully they respond but can’t see it hope others see how this has been handled and AVOID AVOID AVOID.

Dear Spearsy1,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Kubo