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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Batery Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Yes, my Batery account is still accessible and remains open.

The last time Batery allowed me to make a deposit was 17 August 2026. My account is still active and accessible even now

My account has suddenly become inaccessible. I was able to log in normally, but now it shows "Login Blocked

Dear Cool,

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, Munya (munya.s@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

I humbly request you to please start the process as soon as possible.

Dear Cool

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Batery Casino to join this discussion and provide their comments regarding the matter.

Dear Batery Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

Hello!

We are assessing the situation and will provide a reply as soon as possible.

Best regards,

Batery.

Hello ,

Thank you for your response. I kindly request you to assess the situation as soon as possible and provide your response without further delay. I have been patiently waiting for a resolution and would really appreciate your prompt attention to this matter.

Batery Casino

Thank you for your willingness to look into the matter. I would appreciate a timely update from your side. Your cooperation and assistance are greatly appreciated.

Cool

As I am assessing your complaint, it would be useful if you could share with me your initial communication in which you informed the casino about your gambling addiction problem. Feel free to share also any other communication in which you directly informed the casino about your gambling addiction. This evidence is crucial and helpful in my assessment of the case. I acknowledge your conversation with the casino in which you remind them of your gambling addiction which you allege had communicated in June 2025.

As you can see in the attached screenshots, I specifically stated that I had informed Batery about my gambling addiction in May 2025. More importantly, Batery themselves responded that they "understand that you first informed our support team about your gambling problems in May 2025" and that I had raised these concerns repeatedly since then.

I did inform Batery about my gambling addiction in May 2025, and that is why their customer support acknowledged that I had first informed them about my gambling problems at that time. Their support team would have checked their records before making such an acknowledgment. Therefore, their own acknowledgment supports my statement that I had informed them about my gambling addiction in May 2025. This acknowledgment from Batery itself is important evidence supporting my statement.

I was not aware that Batery only retains the last 90 days of player account data and removes older records. I also requested my historical account data from Batery, but they did not provide it to me.I kindly request that Batery’s own acknowledgment, the attached screenshots, and the fact that I was unable to obtain my historical account data from Batery be taken into consideration in your assessment of my complaint.

This clearly shows that Batery was aware of my gambling problem and financial difficulties while I was still using the account. I request that this evidence be taken into consideration when assessing my complaint and the appropriate refund

Cool

Thank you for your response and for resharing the screenshots.

What prompted my request is that you stated you notified the casino of your gambling addiction in May 2025 (and in your communication with the casino in the screenshots you shared, you refer to June 2025). After reviewing your communication with the casino in May 2025, as shown in the extracts of your screenshots attached to this message (labelled SC 1 and 2), you only refer to the losses you had incurred and your request for a refund. This is corroborated by the extract from the chat transcript I have attached (labelled SC 3), in which you admitted that you did not use the words "gambling addiction" but instead requested a refund.

Your emphasis is on the casino’s admission in your conversation that you told them of your gambling addiction, which the casino acknowledges was a response given under pressure and without verifying previous communication. In this regard, I find that the first communication explicitly mentioning gambling addiction is the one made on 13 August 2026, which means that no formal request for self-exclusion based on gambling addiction was formally submitted before that date. Please understand that this is not a final decision; rather, it is an assessment I am sharing with you based on the available evidence at this time. I would greatly appreciate your thoughts on this matter, and if you disagree with my assessment, kindly share any proof of communication that I may have overlooked. Thank you for your understanding.

Dear Casino Guru Team,

Thank you for your assessment and for giving me the opportunity to clarify my position.

1. The 18 May 2025 message should be considered in its full context

I understand that my message, "I lost all my money, give me a refund," does not contain the exact words "gambling addiction." However, I respectfully ask you not to consider this sentence in isolation.

When a player tells an operator that they have lost all their money due to gambling and is asking for a refund, this clearly demonstrates serious financial distress. At the very least, this should have raised concerns about potentially problematic gambling and prompted the operator to review my account activity and consider appropriate responsible-gambling measures.

2. The absence of older screenshots is not my fault

The 18 May message was not only one communication from that period. It should not be assumed that this was the only thing I communicated to Batery during May 2025.

At that time, I did not know that Batery only makes approximately the latest 90 days of account data available to players through the application. If I had known this, I would have preserved additional screenshots and communications from May/June 2025.

The historical records were under Batery’s control, not mine. Therefore, I respectfully ask that the absence of older records from my side should not be treated as evidence that those communications did not exist.

3. Batery’s own acknowledgement should be given proper weight

The most important evidence is that Batery themselves acknowledged that I had informed them about my gambling addiction in May 2025.

I have already provided this acknowledgement to you. Batery later stated that this acknowledgement was made "under pressure" and without verifying previous communication.

However, I find this explanation difficult to accept. What exactly was the "pressure" they were under? Why would an operator acknowledge such an important fact if it had never been communicated to them?

4. "Under pressure" should not become a justification for the operator

If an operator can simply say that an acknowledgement was made "under pressure," then tomorrow could the same explanation be used to say that they failed to take action because they were also "under pressure"?

Would the same explanation be accepted if it came from a player?

I do not believe that an operator’s own acknowledgement should be disregarded simply because they later provide an unexplained statement that they were under pressure.

First, Batery acknowledged that I had informed them about my gambling addiction, and now they are claiming that this acknowledgement was made under pressure. This raises a serious question about Batery’s credibility and the reliability of their statements.

This is a significant inconsistency on the operator’s part. Batery is a professional operator and cannot reasonably be treated as an immature party that would make such an important acknowledgement simply because of "pressure." If their representative acknowledged that I had disclosed my gambling addiction, there should be a clear and credible explanation before that acknowledgement is disregarded.

5. The operator should also be questioned

I respectfully ask why the focus is primarily on whether I used the exact words "gambling addiction," while Batery’s own acknowledgement and its subsequent failure to take appropriate action are not being questioned with the same level of scrutiny.

Batery had access to my account history and internal records. I did not have access to the complete historical data.

I have provided the evidence available to me, and the operator itself has acknowledged that I informed them in May 2025. I respectfully ask: if the operator itself has acknowledged the disclosure, what stronger evidence can reasonably be expected from a player when the remaining historical records are controlled by the operator?

I am not claiming that the 18 May message alone conclusively proves gambling addiction. I am asking that the entire situation be assessed together — my financial distress, my gambling activity, my communications, the limitations on accessing historical records, and Batery’s own acknowledgement.

I therefore kindly request that both sides’ evidence be considered equally and that Batery’s explanation regarding its own acknowledgement be properly questioned before reaching the final decision.

Thank you for your time and consideration.

Kind regards,

Cool

The company itself has accepted that I informed them about my gambling problem, and the operator’s own acknowledgement is the strongest evidence of this. However, you are declining to consider this evidence simply because the operator now claims that they acknowledged it under pressure. This is not fair to me, and I should not be held responsible for the operator’s own statement or records.All of these inconsistencies raise serious questions about Batery’s credibility.I respectfully request that my case be considered from May 2025.If the operator is now going back on its own acknowledgement, that is not my fault, and I should not be held responsible for the operator’s own change of position.

I respectfully request that you question Batery about this point and ask them why their own acknowledgement should now be disregarded. There is no fault on my side in this matter.

Where is Batery? Why are they not responding? Why haven’t they provided any reply or update yet?

Cool

Thank you for your response, and I sincerely appreciate your cooperation as I assess your case. Your input is vital at this stage, which is why I have not yet invited the casino to comment. Should it become necessary, I will reach out to them for their perspective as well. Please rest assured that my assessment is conducted independently and without bias.

I have taken note of your previous responses. Could you kindly provide a screenshot that indicates the date of the conversation referenced below? If you encounter any difficulties in obtaining the date, please let me know, and I will gladly contact the casino to obtain that information from their side.

1.Thank you for your message. Unfortunately, I do not know the exact date of that conversation, and I do not have a screenshot showing the date.

I do not want to provide an incorrect date or make any assumptions. Please obtain the date and relevant chat records directly from Batery if possible, as they should have access to their own customer-support records.

2.Clarification Regarding Why Batery Has Not Yet Been Asked to Comment

Thank you for your clarification. However, I am honestly confused by the statement that you have not yet considered it necessary to invite the casino to comment.

From my perspective, there is already an important point that can be clearly seen from the timeline: I filed my complaint with Casino Guru, and shortly after my complaint became live, Batery blocked my account. This raises a serious question about why my account was allowed to remain active before that point, despite my previous disclosure of gambling problems.

This is directly relevant to responsible gambling and whether Batery took appropriate action when they were made aware of my gambling problem.

Therefore, I do not fully understand why Batery's response is not considered necessary at this stage. I believe their explanation is important, particularly regarding when they became aware of my gambling problem, what action they took at that time, why my account remained open, and why it was ultimately blocked only after my Casino Guru complaint became live

Dear Cool,

I understand your concern. However, please note that requests for responses from the parties are alternated depending on the stage of the investigation and the specific clarification required. It does not mean that the casino's response is considered unnecessary or that I do not intend to seek their side of the matter.

At the previous stage, I needed clarification and evidence from you regarding the date of the conversation. Since you are unable to provide this, I can now approach Batery to obtain the relevant information and hear their position on the matter.

Please rest assured that the casino will have an opportunity to respond to the relevant points, including when they became aware of your gambling concerns, what action was taken, and the circumstances surrounding the subsequent account closure. My role is to gather information from both sides and assess the complaint based on the evidence available.

Thank you for your understanding.

Batery Casino

I would greatly appreciate your assistance in identifying when the conversation depicted in the screenshot below took place. Your help in obtaining a chat transcript that shows the date of the conversation would be invaluable.

Dear Munya,

The requested information was sent directly to you via email.

Best regards,

Batery.

Batery has stated that the requested information was sent directly to you via email. However, I have not received any information from Batery regarding this matter.

I believe I should also be informed about the information provided by Batery regarding my complaint.

Dear All,

I would like to express my sincere gratitude for your cooperation thus far. I appreciate the casino's recent provision of the chat transcript, including the date and time stamps, confirming that the conversation took place on August 17, 2026. To complete my assessment, I kindly request your assistance in providing the information outlined below.

To the player, you mentioned that your last deposit was made on August 17, 2026. Could you please share the amount of your deposit along with the proof of deposit? Additionally, if you made any subsequent deposits after this date, I would appreciate it if you could provide those details as well.

To the casino, I kindly request that you share the account-level transaction record that reflects the player’s deposits made on August 17 and any transactions following that date.

Your cooperation in this matter is greatly appreciated.