Betory Casino - Player's account is not closed despite self-exclusion request.

Good morning,

On 2/3/26 I expressed my addiction and the problems I have and they have not wanted to close my account until now 7/3.

Therefore, I request a refund of the deposit after expressing my addiction, and they only wanted to buy time; I ask that they not close it and that I think about it more.

They're playing with our illness.

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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 I can better understand the situation.

• Could you please specify when was the last time you were allowed to deposit in the casino?
• Have you asked the casino for a refund due to failed player protection? With what result?

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

Thank you very much for your response.

They let me deposit until 7/03, which I already argued about via chat, I sent screenshots of the email and threats to report them, and on that very day they asked if they could close the account via chat, since via email they didn't want to, they told me to take a break, to wait 48 hours for a decision, etc.

In theory, on Saturday 07/03 they told me that they are committed and evaluating my case to see if they will issue a refund or not.

Thank you

After giving them 3 days to respond, they refuse to answer, so they will not review my complaint or refund my money.

And I'm still waiting and nobody here is doing anything, they say they're looking into it but it's been more than 2 weeks

Besides still waiting for the KYC link they promised and their lies in the chats, now they're sending this email; they're a FRAUD.

Dear Juan2287,

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, Igor (igor.p@casino.guru). 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,

Tomas

Dear Juan2287,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Betory Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Betory Casino representative to join this conversation and participate in resolving this complaint.

Dear Betory Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you so much,

I would like to inform you that as of today, March 17th, they still haven't sent any KYC link as they mentioned, and there's no sign of the refund, even though, as an act of good faith and cooperation, I sent my documents to expedite and clarify this matter.

Good morning,

I want to inform you that "supposedly" today they told me that my KYC is correct, when they have never sent me any link as they have always mentioned.

I've attached the conversation where they informed me about the verification.

Good morning,

Today they told me I have to receive a link and that the KYC verification hasn't been completed. They don't even know what they're doing. They don't even explain; they just make everything up!

Hello,

We would like to confirm that the account was blocked in accordance with our standard procedures and internal policies.

Igor, could you please provide a valid email address where we can share the full supporting evidence and relevant details regarding this case?

Once we receive your contact information, we will forward all necessary materials for your review.

Best regards,

Betory Team

The account was closed 5 days later, I have already provided all the evidence of when you did it and I have already provided how on 2/03/26 I expressed my addiction problems and you offer me bonuses and tell me to think it over.

If you read the complaint carefully, it's a crime to allow people to express problems and to allow deposits and not close the account.

Acknowledge your mistake and reimburse what you want to profit from at our expense.

I remind you of the tests

Dear Betory Casino,

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

They haven't answered my email for a week, and they boast that they'll give me full attention and help me in the chat, but in the chat they say they can't tell me anything by email.

I still haven't received any answers, they haven't replied to my emails. The attitude of this casino is shameful, and how they play with people and their money is appalling.

Hello,

Thank you for providing your email address and for giving us the time to look into your case.

Igor, we have sent all relevant information and supporting evidence to your email address. We kindly ask you to review the details at your convenience.

If you have any further questions or need additional clarification, please feel free to contact us at any time.

Kind regards,

Betory Team

They support the fact that on 02/03 I expressed my problem that was affecting my family, that through chat you said you couldn't close it, by email you offered me bonuses or only 1-7 days of reflection and then on 07/03 you decided to close it via chat, when on 02/03 it couldn't be done because you don't do it through chat.

You're referring to those tests, right? And that in the meantime you allowed deposits without caring about my problem with the game.

And I still haven't received a response from them after a month.

This casino is shameful

Dear Betory Casino,

Thank you very much for the comprehensive evidence and explanation provided in your email.

In your email, you mentioned the following:

The first request related to account blocking was received on March 2, 2026. At that time, the player expressed dissatisfaction with the bonus system and mentioned that he might block the account because of it.

However, the player provided a screenshot in which they clearly expressed a gambling problem. Please see the attachment.

Did you receive this email, and is it possible to track this conversation in your system?

Additionally, to clarify the situation: was the account blocked after the player replied to an email that was proactively sent by your support agent?

Thank you very much for your cooperation.

Thank you Igor for the mention you made, and to continue with transparency and truth on the matter, this email did arrive, because I copied myself to make sure it got there.

I've attached the email from my inbox.

I also want to point out that the closure on 07/03 occurred because of my insistence via chat, and when I mentioned that I was going to take this to the police, on the other days they always told me via chat that it was impossible to close it via chat and that I should send an email

I want to provide more emails from conversations where, despite expressing my problem with the game, they first tell me to think about it for 1 to 7 days and then that it's under review for 48 hours, despite expressing my problem and asking them to please close it because I couldn't continue like this.

Dear Juan2287,

I would like to ask you to reply only to specific questions or share necessary information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

Thank you.

Dear Igor,

We have provided all relevant screenshots as evidence. Kindly review them and let us know if any additional information is required.

Kind regards,

Betory Team

Okay Igor,

But I think those last screenshots show the replies to my emails and that they didn't want to close my account, but rather suggest a deadline and postpone the closure because they saw that I was still making deposits, so I think it is quite relevant.

Dear Juan2287,

Just to clarify, I was mainly referring to you sending multiple shorter messages, which could easily be sent as a single, longer message.

Of course, if you have any further evidence or concerns, feel free to share them.

Additionally, I would like to ask about your email from March 2nd.

Did you receive any direct reply or confirmation ticket from the casino?

I NEVER received a response to that email, I only received via chat (excuses) that they couldn't close it from the chat, and that I should wait to receive a response to the email.

On 7/03, despite my insistence and threats to go to the police, and despite sending emails again expressing my problem, which I attach and indicating the date and time I requested it,

But honestly, it's unbelievable that this has been going on for almost two months and they're still keeping the money, saying they're investigating?

Investigating what? That they allow self-excluded people to register? That they allow people who say they have problems to continue making deposits?

In the end, the ones who always lose are the customers, and my money stays with them, generating interest for not having it.

Dear Juan2287,

After a thorough review of this case, I have reached the following conclusion.

The email you sent on March 2nd was not delivered to the casino. This may happen, especially in cases where there are multiple recipients, as in this case.

The next day, when you contacted live chat and informed them about your issue, the support team sent you an email regarding the closure of your account.

If I am not mistaken (and please feel free to correct me), you did not reply to this email with a clear message stating that you wanted to close your account due to gambling problems.

Even though you contacted live chat several times, please note that the self-exclusion process at Betory Casino is only available via email, as clearly stated in their Terms and Conditions.

Additionally, please feel free to share any information you consider relevant.

As I stated in my email thread, the email from 02/03/2026 did arrive. How do I know? Because I was copied on it and I showed you and proved that it was in my inbox.

Then I expressed countless times in the chat that they should close the account and then I sent another email saying that it was fine 5 days ago..

Do you mean it's okay that because they don't read the emails and send me a different one, they admire excluded people in Spain and Europe who bypass controls?

Is it good that they accept payments from people who have problems and report them?

Finally shameful

And NO, the next day I didn't get notified about the closure of my account. I reported it on 02/03/2026, I reported it again on 03/03/2026 via chat, I reported it every day until 07/03/2026 the account WAS CLOSED, not the next day, it was 5 days later!

Dear Juan2287,

Initially, you sent an email to the casino on March 2nd; however, this email was not received by the casino.

Please note that just because you copied yourself on the email and received it does not automatically mean that it was successfully delivered to the other recipients.

On March 3rd and in the following days, you contacted the casino via live chat and informed them about your self-exclusion request. Since the support team did not receive your initial email, they proactively sent you separate emails in order to proceed with your self-exclusion.

Despite multiple emails from the casino, you did not clearly state in any of your replies that you wished to close your account due to gambling-related problems or similar reasons.

In conclusion, your initial email was not delivered to the casino, and following your messages, they promptly offered an alternative way to proceed with your request. However, you did not follow these steps or respond adequately to those emails. Therefore, we consider your efforts to be insufficient, especially given that the casino provided a clear and accessible process for self-exclusion.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.