Betshezi Casino - Player feels misled by the casino’s policies.

Good day ,

I openend my account on the 1-1-25 and I played intens . There were winnings , loosing etc . I basically can say I was a good customer. So far so good . Did some research and they pretend they have a licence . Now it comes they have a sort cash back arrangement wich is not to be found on there website. Strange because often is that a thing casino want to use for customers. Also I was never be able to withdraw more then 10.000 ZAR a time . That often leads to long proces … and loosing money . Also chat service never answered my question how they calculate there cash back . Untill last week I spent over 130.000 rand and I asked them how the calculation would be . That’s always on a thusday early morning. Then when the answer came I was completely flabbergasted. I will add the screenshot. Also suddenly I had a key master ( no clue his job or never heard from him untill last week . I complaint to close my account, and then he called me in the evening at my private phone , if there was a solution to stay . As they told me cash back is never higher then 2000 rand ( no matter if the calculation tells more ) suddenly in the mail there was a max installed of 2000 rand . Wich is basically ridiculous if you are for example spent and deposit so much that you normally got 13.000 .

this was the first time I heard from there calculation. Also they accuse me that the information from GURU is false . Will add screenshots. That part was they keep saying you can withdraw 150.000 in once . Now the manager Ashley is changing his attitude and only communicating is via legal and compliance wich i did with enough evidence. Based on all those facts I want a part of my refund back .

they lied to me and now accuse me also from giving false information ( based on GURU and some other sites . I contacted the authorities in South Africa also if they are really illegal or not .

I will not accept that they lied all the time with several things . I was a very loyal customer untill today . They still owe me at least my cash back and I want to make a formal complaint.

Hope you can help me ? I have more screenshots but could only upload this .

kind regards,

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Betshezi Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you received any cashback at all for the last week of your play, please?
• Is there any active balance on your account, please?
• Have you passed the KYC verification?

The withdrawal limit information previously posted on our website was accurate at the time of our casino review in February, as confirmed by casino support. It appears that these limits have been updated, and we have adjusted our information to reflect the current accuracy. Please be aware that some information on our website may become outdated, as we are unable to verify casino information daily.

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day ,

on this moment there is no amount . Last week cash back was first 2000 as I told you after I told them I wanted to close the account . Suddenly there was movement . To 4000 rand I got 2000 extra . And he told me he will now do it 4000 a week . On that stage I agreed . Next day I was thinking of close due the nasty taste. Closed it and sent Ashley a thank you note . After a short while ( that was that I thought Maybe it me that overreacted . Remember it was not the first time the cash back . The strange thing is that on the website ( I made screenshots from everything before they changed it . And no I was still not able to withdraw via ozow more , I can show every bank statement that from the moment I played I was never entitled to draw more . I sent the statements also to them . Now last week I played .. I deposits around 14.000 rand but I also won around 35.000 … now they do they same trick . Ashley the key manager told me that only deposits counts as loose or withdraw . I played the whole amount ( in my eyes you have a valid loose for calculation . But no tommorow he told me the cashback would be around 1400 rand . They never advertised the cash back ( only when I lost even more the week before ( 170,000 rand ) I got the calculation from Chervon deputy manager that immediately a limit of 2000 ( they knew I was entitled for more . That’s just stealing and play unfair . I saw they already changed the ozow from 200-150.000 withdraw . The 10.000 rule they still say I’me fault and I mislead with False information. I have screenshots from everything. And now he suddenly want no contact only via legal and compliance. So tommorow they steal again money from cashback . So estimed my claim is 60.000 , why they never put or communicate with clients . It’s normally on a website to attract customers. I can sent you every screen shot . KyC I past multiple times . I made quickly a screenshot for proof . And there has been pay outs on my account. So it’s so fishy ( also that they never heard from GuRU , but they lie …. And accuse me now . I won’t surprise they close my account before cashback tommorow at 08.00 and the computer is rigged . So please let me know wich screenshot you need . Yesterday I made from everything a screenshot before they change it in there benefit. Licence is in progress . I contacted everyone and cc compliance. South Africa is working with regions for licences . I already sent that they have a licence for Western Cape . I know you guys don’t do anything it more for me to help you retrieve the right info . For me the thing with the 10.000 and very fishy calculation about cashback. And the immediate change of behaviour of my key manager ( no clue what his job is . Never introduced. So yeah this is the story . I hope you guys can see it from you’re side .

thanks

i Just received this

I gave this as a answer . So you’re updated .

first the first bonus at 0800 morning and after dispute and lots of chatting the extra 2000 rand in the evening . Arranged by Key manager

but Ofcourse if needed I have all the screenshots from loosing .

thanks

the first picture showes my account is verified. The other ones are random pictures of my account that you really can see we are talking big . Not even the statements from my deposits included. So that you can see I don’t make up a story . I know you guys don’t do anything with licensing ( just for you’re information. I contacted the National gambling board inspector. They have only a licence in the Western Cape as a book maker . So on top the inspector of Gauteng ( Johannesburg sent me a mail that they have no license in whole South Africa to practice casino . So they play illigal. I just add for you ( I know guru doesn’t do anything with it . But I also sent it colleague if needed . You may ignore it .

thanks !

just for you’re info ! I will sent it to you .

thanks .

this was the cash back from this week . Even less then they calculated. I sent that calculation to you from last week .

thanks



Good day ,

I received a answer . They don’t want to interfere with you guys . Everything mentioned was not true . As the 10.000 rule ( and you guys checked this yourself at support is also not true. Also they think that they are fully right to use the 2000 rand rule with cashback . As there is no formal licence behind . I also will start a investigation with authorities . I will screenshot there answer and my answer .

my answer

Dear Chervon,

Thanks for you’re feedback. I will now escalate it to the compliance team where you’re licence for betting and not gambling is issued . I will complete all the forms and do a formal investigation Western Cape Gambling and racing board . As you also have no licence to operate for on line casino ( roulette etc ) . You never interacted about any rules of the cashback . Not stated in at you’re bonus policy . I will also forward you’re answer to GURU . You don’t take me serious at all . Let the new investigation start . 

I will submit everything, and see what the compliance team in the Western Cape thinks about it . You play without any licence and that’s illegal. There will also be a rapport for SAPS . As you know that offering casino without the proper licence is illegal and needs to be reported . 

The legal department in Cape Town is already informed . And will now escalated . The 10.000 rule is again something that’s not true . You never

 told in advance the calculation with nobody . Support chat never answered the question. And as you wish I will follow up with the proper authorities. For now let the authorities decide after the investigation and illegal activity about casino gambling. 

Sincerely,

D**** K*******

On 05 Aug 2025, at 11:09, Chervon Schuler <[email protected]> wrote:

Hi ,

I also found a conversation on Betshezi support about cash back a couple of weeks ago . Then you can see nothing mentioned about the sudden implementation of the 2000 rand rule .

to proof that I spent a lot of money at this casino , you can see the amount at digital payments . This is the total statement from the last 12 months from my bank statement in South Africa. I don’t know if it’s useful for you . Just want to proof I was a high roller at Betshezi casino .

Hello,

first and foremost, let me mention that sometimes, less is more. You have provided a very large amount of screenshots, as well as tens of back-to-back messages in the thread, even if you were not asked to. It is always best to clearly state the point that you want to make, and support it with relevant evidence, without unnecessary information in between. This helps everyone involved get a clear picture and also helps with a faster resolution of the complaint. You can not expect an answer in a timely manner after spamming the thread like this. 

Secondly, some of the screenshots arrived very blurry and unreadable. Could you therefore please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi ,

I will sent everything I have .

thanks

Sent everything I think I have .

let me know what you need more .

Good day,

I saw that my account was stil open after this message

So I asked the Western Cape that now suddenly my contactperson is in everthing to close it . I don’t want to have any risk , while the investigation is running . Also I asked if there is a a contact person . But no answers at all .

I wanted to update you .

kind regards

i saw just now they closed the account .

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Katarina,

Thanks for you’re effort !

Regards ,

Hi Michal ,

Hope you are well ? If you need anything from me just let me know . Thanks for assisting me .

Regards,

Hello Lucky27,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will try to contact the casino to shed more light on this matter and to see if I can help somehow. In the meantime, as my colleague Katarina already mentioned, please refrain from posting unnecessary responses, as they will not yield any help with your case. I believe we have all the information from you at this moment, and now the ball is on the casino's side.

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

Dear Betshezi Casino,

I’m writing to seek clarification regarding the player’s concerns about their cashback rewards, which they believe may have been calculated incorrectly, as well as the other issues mentioned in their query.

Could you kindly review the matter and provide further details on how the cashback was determined? Additionally, if there are any other factors affecting the player’s rewards or account status, please share the relevant information.

Thank you for your attention to this matter. I look forward to your response.

Hi Michal,

I will not post anything unnecessarily. My only concern is the fact that the deputy manager Chervon gave the case to the Western Cape gambling and racing board . As they stated they have a licence there . As you guys could see in the previously email , they don’t want to talk to GURU . They do everything via

[email protected] . As you guys don’t do anything with licences I do that part on my own . I have no contact person expect this email . They took over the whole case if I understand well in my emails .

if you need something let me know . But it’s your decision either use the email [email protected] and the Deputy manager is Chevron Schuler .

this is for now I think the most relevant information from my side .

and they are more then welcome to join . I had a key manager also . But they are all aware of the running case .

Thanks

Dear Lucky27,

Just to give a quick update. I have reached out to the Betshezi Teams, and I have received a response from Chervon

While we would prefer that your case could be clarified within our complaint forum, we respect that the casino team is cooperating only with its regulating body.

There is not much else we can do from our side in this situation. I trust the casino team will handle the case to your satisfaction. Please let me know about any significant progress and the outcome of your case.

Hi Michal ,

Thanks for your effort . It was expected to get this answer. Now I wait . As I already told you there are two regulators . The Eastern Cape and Western Cape gambling board . But that chapter is also about licensing. I will update you with only relevant information about the issue at GURU . As I have tons of information about licensing. I keep it seperate. The thing is also the casino is a typical bookmaker for South Africa also . So only people from SA are playing . So that’s why there is not a lot of feedback from players .

Thanks for now ! As soon there is a progress I inform you .

Regards ,

Dear Lucky27,

Thank you for your response. As is apparent, there is essentially nothing we can do in this situation. I remain hopeful that the casino team will resolve the matter to your satisfaction and that the regulator ensures compliance with the rules.

Unfortunately, as we are unaware of the duration this process may take, we cannot keep this case open indefinitely. We must allocate our resources to the other hundreds of cases that require our assistance and that we are able to address. I trust you understand. I will temporarily close this case while we await the regulator's decision.

Please inform me of any significant developments and/or the outcome of your case at [email protected], and I will subsequently categorise it accordingly.

Thank you for your understanding.

Dear Lucky27,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Good day ,

unfortunate due still running legal cases I can’t go tell everthing on social media . Only bookmaker don’t have to pay me . If they react here I won’t go into details because of running legal action. I hope you understand. But I spent in total 2021 emails . I don’t know who reopen the case ? Be careful for hidden rules the bookmaker has . And also be careful for the regulator.

just very curious who reopen this case ?

kind regards,

Ok let me tell you the hidden rules ….

cash back is only behind the scenes , so management decide if you are entitled. Then Hidden rule is that if the give you a cash back amount … lets say you loose a big amount of money ( in my case ) then suddenly the come with this .

Only saw now you guys reopened it ( was still a bit sleepy )

can you imagine how much I lost on hidden rules ? In total I got from open account

12-1-25 till I closed myself 31-7-25

a total approximately 10.000 rabd in total . Wich is totally unfair. There is nothing on there internet rules about cash back , so this casino is playing on there own terms .

Plus if you are behind the scenes become a VIP they only counts deposit for cashback .

lets say you deposit 100 rand you win 100.000 rand you play everything again ( the cashback is only on the 100 rand not what you total is .

Hi Guys ,

Any feedback from you’re support about this I would appreciate also 🙂

Regards ,

especially from hidden rules !

Dear Lucky27,

As you may have already noticed, our system has automatically reopened this case to verify the status of your official complaint to the regulator.

Am I correct in understanding that the regulator ruled in favour of the casino?

Please provide their decision either in this complaint thread or via email at [email protected].

Regarding the cashback rules, these can vary from one casino to another, similar to other bonuses. While we advocate for transparency in presenting the bonus rules in every casino, it remains the player's responsibility to familiarise themselves with them and understand them, as they essentially agreed to these rules upon registering their account and claiming the bonus. If you find a certain bonus is not really very attractive, you are more than free to decline it or not claim it. The option of whether to claim a bonus that is available to them is solely every player's decision.

I'm looking forward to reviewing the regulator's verdict.

Sent you by email !

Hi ,

any feedback from the papers i sent you in private ?

Dear Lucky27,

I confirm that I have received your emails and attachments. Due to the quite large amount of information, it took some time to review everything thoroughly.

You have raised several valid points in your communication on our forum and with the Western Cape Gambling and Racing Board (WCGRB). However, the WCGRB has provided a reasonably detailed explanation for its decision. Although you have described your perspective in the situation quite extensively to us, we do not have access to the information or evidence from the other party (Betshezi Casino). Therefore, we cannot determine whether the WCGRB fully considered all relevant facts when issuing its ruling.

At this stage, it appears the matter has moved into the regulatory domain concerning the casino’s rules and conduct, and you have even challenged the WCGRB’s decision through additional authorities. As mentioned previously, we strongly advocate for transparency in casino terms and bonus rules, and we do possess an "authority" status within the online gambling industry; however, we are not an official regulatory body. While I understand and respect your determination to pursue every possible avenue, this matter has unfortunately moved beyond the scope of what we can assist with.

Although the WCGRB’s own website states that "According to the National Gambling Act (Act No. 7 of 2004) of South Africa, any form of online gambling is illegal,"

And this raises reasonable questions about their role and impartiality, and that is one of the reasons why we list Betshezi Casino on our website as not licensed by a reputable casino licensing authority; they are nonetheless the legally recognised regulatory authority for this casino in your jurisdiction. They have ruled your official complaint in the casino’s favour, and regrettably, we have no means to overturn or influence that decision.

You are, of course, free to continue pursuing the matter through legal channels, and I sincerely wish you the best of luck with that. Unfortunately, we are unable to provide any further assistance, as the situation now falls entirely outside our scope.

I hope you can understand the limits of our position in this case.

With that in mind, I must now close the complaint and mark it as "The regulator decided in the casino’s favour."

If the WCGRB’s overseeing authorities or the court reach a different decision, please feel free to inform me of the outcome.

I’m sorry that we could not be of more help, and I hope you are able to achieve a satisfactory resolution through other avenues.

Best Regards,

Michal

Casino Guru