Betinia Casino SE - Player seeks refund due to responsible gaming violation.

Hello,

I am writing to express my deep disappointment and concern about my recent experience with betinia.se and their license (Romix LTD).

On 2024-01-02 and 2024-02-28 I emailed Campobet (I emailed them twice) with the SAME gaming license as BETINIA.SE (ROMIX LTD) that I was disappointed in their way of handling responsible gaming, as I also wrote in the email that I am addicted to gambling. The emails are saved and there is evidence.

But on 2025-02-12 I was able to deposit money at betinia.se with the SAME license as campobet (ROMIX LTD).

Even though I told you about my gambling addiction, I managed to deposit 50,000 kronor in 12 days and gamble it away.

they have the exact same license and work in the same office.

I have all email contact saved as evidence.

(sending with this)

Despite this clear communication, this happens.

This is unacceptable and grossly violates the duty of care and their obligation to promote responsible gambling and protect customers against gambling addiction.

I want your help here to get them to refund my deposited funds immediately.

It is unethical and irresponsible to allow a person with a recognized gambling addiction to continue gambling without protection.

I look forward to a quick response and a solution to this serious problem.

Thanks.

fly fishing28

Dear Flugfiske28,

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 if you are registered in the Swedish National Self-exclusion register, Spelpaus?

Have you informed Betinia Casino directly of your gambling problem and requested to be self-excluded? If so, kindly forward me the account closure request you sent to the casino at [email protected].

Have you tried activating self-exclusion directly in your casino profile?

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

Best regards

Veronika

Hi, I have now emailed you.

Fly fishing28

Thank you for your emails. Unfortunately, I have not yet received any evidence that you contacted Betinia Casino directly regarding your situation. As I mentioned in your other complaint, operators are not required to self-exclude players from all casinos at once. However, players do have the option to register for self-exclusion through Spelpaus, which automatically excludes them from all casinos licensed in Sweden.

From our perspective, if you did not request self-exclusion from Betinia directly and are not registered with Spelpaus, we are unable to assist you in retrieving refunds for any deposits lost at this casino.

Dear Flugfiske28,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.