Betory Casino - Player requests refund after account was reopened.

I am filing this complaint against Betory Casino (betory.com) regarding a failure to honour a self-exclusion request and subsequent marketing to my reopened account.

In February 2026, I contacted Betory support via live chat and requested permanent closure of my account. I explicitly disclosed that I was a problem gambler and stated this as the reason for the closure request.

My account was subsequently reopened without my consent or any request from me. Following the reopening, I began receiving promotional communications from Betory, including free bet/chip offers, in May/June 2026. These promotions encouraged me to deposit and gamble again on an account that should have remained permanently closed following my self-exclusion request.

Between the reopening and now, I deposited a total of €730 and withdrew €300. I am requesting a refund of €430 — the difference — on the basis that this activity should never have been possible given my explicit self-exclusion disclosure.

I formally requested this refund from Betory on 8 July 2026 (Case mnbt63w). I completed all requested KYC and Source of Wealth verification promptly. Despite this, Betory's estimated review timeframe changed from "3-6 weeks" (stated before I completed verification) to "3-6 months" (stated immediately after I completed it) — a pattern that looks like a stalling tactic rather than a genuine complexity issue.

I am requesting a refund of €430, and that Betory investigate and confirm why a self-excluded account, closed due to an explicit gambling-problem disclosure, was reopened and subsequently marketed to.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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