Betovo Casino - Player's account has been closed without reason.

I deposited funds and legally won €500 at Betovo Casino. When I requested a withdrawal at 18:01, it was canceled. The casino falsely claimed that this withdrawal was generated by a deposit that occurred at 19:06 (an hour later in the future).

I have official bank statements proving the exact time my deposit left my bank account, completely exposing this fabricated timeline. It is chronologically impossible.

When I confronted their management via email and LinkedIn with my bank evidence and informed them that I am reporting their B2B payment processors (Qpneu and Reint) to the UK Action Fraud. Betovo Casino permanently locked my account without notice.

They executed a silent "risk closure" to hide the transaction logs and chat history. I am aware that under standard licensing rules, an operator is legally required to manually pay out the remaining real-money balance when they unilaterally close a player's account.

I demand the mandatory manual bank transfer of my €500 balance. The casino is holding my funds illegally and refusing communication.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear atesz222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your experience with Betovo Casino.

To better understand the situation and assist you effectively, could you please provide more information by answering the following questions?

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• There are allegations that the deposit made came from a payment account registered in another person's name. Could you please give me details about this issue?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for taking my case. To answer your questions:

1: Account Verification: My account was fully verified, they asked me several things which I provided for them, and they verified me.

2: Bonus: I used a standard deposit bonus, from which I won. Those winnings were added to my account.

3: Games Played: I placed sports bets.

4: Third-Party Payment: Yes, I must be honest. I made the deposit using a card belonging to my son by accident. It was an honest mistake on my part, and I now understand that this breaches the Terms and Conditions regarding third-party payments.

HOWEVER, this is the core issue:

While I understand that any winnings generated directly from a 3rd-party deposit can be voided, I did not even use that accidental deposit to play. The casino acted fraudulently and illegally to confiscate my prior legitimate winnings.

Here is the exact timeline which I can provide proof for with screenshots, bank statements etc. (Which they have asked for, to pay out my legitimate winnings but then refused, they have the proof too)

Step 1: I deposited with my OWN card, claimed a bonus, played, and won my balance legitimately (around February 14-15-16).

Step 2: At 18:01 February 17th, I requested a withdrawal for these legitimate winnings.

Step 3: Later, at 19:06 February 17th (more than an hour AFTER my withdrawal request), I accidentally made a new deposit using my son's card.

The casino is falsely claiming that my 18:01 withdrawal was generated by the accidental 19:06 deposit, which is chronologically and physically impossible. They used this fabricated timeline to connect my legitimate winnings to the later 3rd-party deposit, simply to steal my funds.

Furthermore, these events happened on February 17th. The casino kept my account open for months while we argued via live chat (they never replied to my emails, always said on chat I should contact them on email but never got a reply). However, around May 10th, when I informed them that I had reported their payment processors (Qpneu/Reint) to the UK Police (Action Fraud) regarding the falsified timestamps, they panicked. They immediately and permanently locked my account without any notification. I cannot even log in anymore. This was a retaliatory "risk closure" purely to hide the transaction history.

According to AML rules, they should simply refund the accidental third-party deposit back to my son's card. But my €500 withdrawal is entirely legitimate because it was generated strictly by my own funds BEFORE the accidental deposit even occurred.

I have all the bank statements and email timestamps to prove this chronological impossibility and their fraud. Please let me know where I can upload or forward these documents to you.

Thank you for your help.

Best regards,

Attila

Thank you very much for your reply, atesz222.

You mentioned that the winnings were from a standard deposit bonus and that the winnings were transferred to your account. Can you please post a screenshot of your game history and your deposit history?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? I understand this may take time, so I appreciate your assistance.

Dear atesz222,

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.

Dear Jane!

Sorry, I have just seen the message now.

Since I have been banned from their site, I can’t access my account. All pictures screenshots everything I have I have sent to the mail above.

Thank you!

Dear Jane!

I got an email saying that I got a reply from you, however I don’t see it here.

Can you help me please?

You mentioned that you have the bank statements and email timestamps to prove that the casino is wrong. Please forward all this evidence to jean.s@casino.guru.

Also, have you reached out to casino why your account was blocked in May 10? Could you please provide details?

Dear Jean!

I have sent you the documents of the timestamps and bank statements.

Regarding the closure, I got this email. But I am still not satisfied since they took away ~500€ of my legitimate winnings from

bonuses. I still think that they are claiming the rules falsely, since I am 100% right with those winnings due to timestamps etc.

Dear atesz222

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, Mirka, (miroslava.d@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,

Jean

Dear atesz222,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betovo Casino representative to join this conversation.

Dear Betovo Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

Hello,

We are currently conducting a full review of your case and gathering all necessary information to provide you with a comprehensive response. Please rest assured that we take this matter seriously and are committed to addressing it in accordance with all applicable standards and procedures.

We sincerely appreciate your patience and understanding. An update will be provided as soon as the review is completed.

Best regards,

Betovo Team

Dear Betovo Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and supporting evidence at your earliest convenience.

Thank you for your attention to this matter.

Hello,

Our review is progressing toward its concluding stage, and we are currently consolidating the elements assessed to date. 

In this context, and in order to allow for an appropriate communication of the review outcome within the framework of the complaint process, it may become necessary to share certain relevant information with the platform facilitating the review. Such information could include personal data, which would be handled in accordance with applicable data protection requirements and established confidentiality standards. 

We therefore kindly invite the player to confirm whether they consent to the disclosure of such information. 

Any disclosure of information, should consent be provided, would be limited to what is strictly necessary and handled in line with applicable data protection standards and confidentiality obligations. 

Best regards,

Betovo Team

I can confirm my consent to this, however I don’t want any personal information leak. I think best would be if we’d communicate through email.

Dear Betovo Casino,

Please send me clarification and supporting evidence to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Dear Mirka,

Thank you for your patience while we reviewed the matter.

In line with the customer's preference, we will contact both the customer and you directly via email regarding this matter.

Best regards,

Betovo Team

Dear atesz222,

Please notify me, when you receive any update from the casino.

Thank you.

Dear Mirka!

Yes, I’ve got a reply, they stated that they’ll reopen my account if I text them. I’ll do it soon.

Dear atesz222,

Please notify me, when you start receiving withdrawals.

Thank you.

Dear atesz222,

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.

Dear Mirka!

I have initiated the payout on July 18th, got an email that Betovo will review my request in 72 hours and pay, however since that, nothing happened, no email no communication and no payment.

What do I do?

Dear Betovo Casino,

Can you please clarify, if there is some issue preventing the withdrawal of winnings? Is there something, that can be done to speed up the withdrawal process?

They sent me this. This is not understandable, the IBAN I asked the payout for is mine and I will need it to be paid there.

Hello, 

As previously advised, in order for your withdrawal request to be processed successfully, it must be submitted using your already verified personal IBAN. This requirement is in place to ensure the security of your funds and to align with the applicable standards.

The remaining steps remain as outlined in our previous communications. Should you encounter any difficulties or have any questions throughout the process, please do not hesitate to reach out to us. We remain available and happy to assist you.

Best regards, 

Betovo Team 

Dear Betovo!

I already tried to contact you to reopen my account for a withdrawal, but your live chat doesn’t work, I can only send an email and J get no replies back.

And what you are saying makes total nonsense; I could have any IBAN and I will.

So make sure to not play games please and just pay it out,

Thank you

Dear atesz222,

Please note that, particularly because a third-party payment method was previously used on the account, the casino is entitled to require withdrawal to a bank account verified as belonging to you.

The casino previously referred to a verified IBAN ending in 1591. Could you please confirm whether this IBAN belongs to you and whether it is still active?

Thank you.

Dear Mirra!

Yes it is, however, recently my bank provider changed it. So I have a new one now, but I’ll try to get it for the old one then (should work).

However, I can’t have my account unlocked since Betovo doesn’t have live chat now and are not replying to my emails.

Hello!

I have asked the payment to my account that was given, and it got rejected without any notification, I logged into the account and my balance is again 500€ and they still didn’t pay out.

What is going on???

I proceeded now, hopefully they’ll pay out this time

Dear atesz222,

Please notify me, when you receive any update from the casino, or when you receive your withdrawal.

Thank you.

Dear Mirka,

I received it, the issue is now resolved. However, I want everyone to know that this casino is not the best to play with

Dear atesz222,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru