Betovo Casino - Player's withdrawal is delayed and winnings are confiscated.

I played with the bonus, then canceled it, deposited two games, cancelled the bonus spins I'd earned, and decided to withdraw PLN 324, which was my withdrawable balance. Initially, they had problems with verification, claiming the photo, taken with a tablet, was blurry, which isn't true. Finally, after trying, they supposedly verified my account. However, when I managed to verify it, they cancelled my withdrawal. My winnings were reset to the deposit amount without explanation. I didn't break any rules; I have one account, cancelled the bonus spins, and the withdrawal is based on real-money play on two games with a wager of PLN 2 each. After canceling the bonuses, I had PLN 324 left in my real-money account, but they took my winnings. They voided my winnings and left me with a deposit of PLN 100. I tried to withdraw my deposit, but since I could only use the same method I deposited with, this method was blocked. The chat consultant told me to process the deposit a second time, but this was because the RNG and RTP of the games were practically zeroed out, the machines were blocked, or they were modified to make me lose – it was obvious. After the bonus was voided, all the funds were voided, which is not true, because the bonus was PLN 400, and my funds were PLN 324, so over PLN 700. When I voided the bonus, the funds were actually PLN 324, and that's how much I requested for a withdrawal. I didn't know where to file a complaint, and I lost PLN 100. Please help me recover this 224 PLN. This is the only evidence I have. The transaction history shows how much the bonus and total amount was, how much was left after the bonus was canceled, and what withdrawal method was blocked. I'm from Poland, I live here, but in my profile, I could only select France.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions for clarification.

• How much of the wagering requirements had you completed at the time you cancelled the bonus, when 324 PLN remained in your account?
• Did you receive any warning message or pop-up notification about the consequences of cancelling the bonus before you finished wagering it?
• Am I correct in understanding that after cancelling the bonus, only your initial deposit of 100 PLN remained in your account?

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

Best regards

Veronika

I don't know, maybe only 5%, because when I saw it while checking if my real balance could be withdrawn, I immediately canceled the bonus. I played the spins and canceled them immediately, leaving me with PLN 324 of real balance. They canceled the real winnings and left me with PLN 100 of my deposit, which blocked the withdrawal methods, so I lost the deposit. The bonus funds totaled about PLN 400, plus my 324, for a total of almost PLN 700. But when I canceled the bonuses, it said there was PLN 324 to withdraw. No, no messages appeared; it said the bonus could be canceled at any time.

Thank you for your reply. To allow us to properly review your gameplay with bonuses and the related cancellations, please request that the casino send you your gaming history in Excel format via email. Once you receive it, kindly forward the file to me at veronika.f@casino.guru.

Additionally, please include all relevant communication between you and the casino’s customer support that may be important for the investigation of your case.

Thank you for your cooperation. I look forward to reviewing the materials.

Hello. I sent a request. They replied that they will consider my request for this game history within 30 days. Once they send it to me by email, I will contact you immediately.

Hello Aleks212,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the information. If you received any updates from the casino in the meantime, please forward them to me at veronika.f@casino.guru. Thank you for your cooperation.

Hello. Unfortunately, they haven't sent anything yet. When I go to chat, they say the game history is being reviewed and will be sent soon, or they might ask for the same data again. From my perspective, they won't send it because it would turn out I'm right and they should refund it. I see their responses as a way to confuse me, so unfortunately, I don't think they'll send the game history in Excel format. However, if they do, I'll send it to you right away.

Dear Aleks212

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, Michal (michal.k@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,

Veronika

Hello Aleks212,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Betovo Casino to join the conversation.

Dear Betovo Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them. If this information and evidence cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru for an independent assessment.

Thank you in advance.

Hello,

Thank you for the opportunity to clarify this matter further.

After carefully reviewing the customer’s gaming activity, we confirmed that the active bonus was canceled by the customer.

As stated in the Terms and Conditions (Section 23.6), customers have the right to cancel any bonuses before starting the wagering, without losing their own deposited funds. However, if a bonus is canceled after playing with bonus funds but before completing the wagering requirements, any winnings accumulated during the bonus period are removed, as outlined in the same section.

In this case, the customer made a deposit specifically to claim a promotional offer. Therefore, both the deposit and the bonus balance fall under the Terms and Conditions of the promotion. Once wagering has begun, canceling the bonus before fully completing the wagering requirements of the promotion results in the voiding of both the bonus funds and any winnings generated from the promotion.

Additionally, each promotion clearly outlines its applicable terms and conditions. For the promotion in question, the wagering requirement is explicitly explained, specifying that it applies to both the deposit and the bonus together.

Moreover, when a customer attempts to make a withdrawal while having an active bonus, a pop-up notification alerting them is displayed. In this case, however, it seems that the customer ignored the notification and chose to cancel the bonus anyway.

Furthermore, the documents containing the game history, which also confirm that the customer has canceled the bonus, were provided to the customer several weeks ago. We kindly advise him to check his email inbox, including the Spam or Junk folders.

As a gesture of goodwill, we returned the customer’s deposit.

We trust this demonstrates our commitment to providing a reliable and transparent environment for all our customers.

Best Regards,

Betovo Team

Hello. I didn't ignore the message that popped up, I just didn't understand it. Usually, you can cancel a bonus everywhere. Secondly, when I made my first deposit, I didn't know that it would be activated automatically without my consent. I thought you had to activate the bonus yourself when you lost, so if it weren't activated automatically, I definitely wouldn't have activated it myself. Thank you for your reply and explanation.

Thank you for your response and the clarification, Betovo Team

Dear Aleks212,

I believe the Betovo Team has now provided sufficient clarification regarding the situation and how the bonus terms apply. While I understand that you might not have completely comprehended the meaning of the pop-up message, unfortunately, this does not justify non-compliance, nor does it change the application of the established rules. I trust you now have a much better understanding of the circumstances. It might be a good idea to verify any bonus-related restrictions with the casino support before claiming a bonus to prevent any confusion.

With that in mind, can I consider this issue resolved, or is there anything else you need help with?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Aleks212,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru