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.