Betovo Casino - Player seeks refund after account registration issue.

Dear Casino Guru,

I am asking for your assistance regarding my complaint against Betovo Casino.

I decided to register at Betovo after reading the positive reviews on Casino Guru. Since most reputable online casinos with good ratings use proper geo-blocking to prevent players from restricted countries from creating accounts, I assumed that Germany was an allowed jurisdiction because Betovo allowed me to register without any restriction.

After registering, I deposited €200. Together with the welcome bonus, my account balance became €400.

Before placing any bets or playing any games, I checked Betovo’s Restricted Countries list and discovered that Germany is listed as a restricted country.

I immediately contacted Betovo support and requested the return of my €200 real-money deposit, explaining that I did not want to gamble on a website that should not have accepted my registration in the first place. Unfortunately, Betovo has ignored my emails and has not provided any meaningful response.

I believe Betovo failed in its responsibility to prevent registrations from restricted countries. If Germany is truly a prohibited jurisdiction, the casino should have blocked my registration and prevented me from depositing funds. Instead, it accepted my account and my money.

I am only requesting the refund of my €200 deposit. I am not asking to keep the bonus or any winnings. I simply want my original deposit returned because I did not play after discovering that Germany is a restricted country.

I have attached screenshots showing:

My account balance (€400: €200 real money + €200 bonus).

My account information.

Evidence that I registered successfully despite being located in Germany.

I would greatly appreciate Casino Guru’s help in resolving this matter and encouraging Betovo to refund my deposit.

Thank you for your time and assistance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which country of residence did you select during registration? Please send me a screenshot of the personal information shown in your casino profile.
• Have you received any pop-up notifications or warnings informing you that players from Germany are restricted from depositing and playing at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Am I correct in understanding that you have not placed any bets or played any games using the deposited funds?

Please note that, according to our company policy, we only deal with restricted-country cases when a casino confiscates a player's winnings because they registered from a restricted jurisdiction, despite providing accurate personal information and not using any software or other tools to conceal or alter their actual location.

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