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Dear ldias, thank you very much for submitting your complaint. I am truly sorry about your negative experience with BETANDYOU Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your newly opened account?
• Could you please attach receipts of deposits covering the relevant period?
• Could you please confirm whether you have passed the KYC verification in this casino?

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,

Attila

Dear Attila,

Thank you very much for your reply and for reviewing my complaint.

Please find my answers below:

• Access to the newly opened account:

No, I no longer have access to the newly opened account. The account was blocked by the casino only after I contacted them requesting a refund, following the fact that they had allowed a new account to be created using the same identity document despite an active self-exclusion.

• Deposit receipts:

Yes, I am attaching receipts/screenshots of the deposits made during the relevant period, i.e. after my self-exclusion request.

• KYC verification:

Although I was not asked to upload documents again for the newly opened account, the casino allowed me to make deposits and also withdrawals using my personal Neteller account. In practice, this indicates that my identity was either already verified or implicitly accepted, especially considering that I had previously passed full KYC verification on my original account.

The key issue in my case is that despite a confirmed self-exclusion request due to gambling addiction, the casino allowed a new account to be created using the same identity, enabling further deposits and gambling activity. This should not have been possible under responsible gambling obligations.

Please let me know if you require any additional information or documentation.

Kind regards,

[Redacted]

Dear ldias,

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, Igor (igor.p@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,

Attila

Dear ldias,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the BETANDYOU Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BETANDYOU Casino representative to join this conversation and participate in resolving this complaint.

Dear BETANDYOU Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mr. Dias,

We have reviewed your complaint and the history of accounts No. 499153871 and No. 1400919593.

Our records confirm that:

Account No. 499153871 was opened on 05 November 2022, verified on 22 November 2022, and closed on 10 February 2025 under responsible gaming measures.

Account No. 1400919593 was opened on 27 September 2025 and closed on 06 February 2026. No KYC documents were submitted for this second account.

When registering the second account, you accepted the Terms of Service, confirming that you were eligible to place bets, were not suffering from gambling addiction, and were not part of any prohibited category of players. Under the Terms, individuals with gambling addiction are not permitted to place bets, and customers bear responsibility for ensuring their eligibility.

Accordingly, there are no contractual grounds to refund the net deposits as requested.

Dear BETANDYOU Casino,

The player has informed us that he utilized the same personal information (name and ID) for both accounts.

Could you kindly confirm or deny this information?

If it is not accurate, I would appreciate it if you could provide the relevant evidence.

Thank you for your assistance.

Dear Moderator,

At the time of registration, the player accepted the Terms of Service, confirming that they were eligible to place bets, did not suffer from gambling addiction, and did not fall into any prohibited player category. According to our Terms, individuals with gambling addiction are not permitted to place bets, and clients are responsible for ensuring their own eligibility.

Accordingly, there are no contractual grounds for the refund of net deposits as requested.

Additionally, for the second account (No. 1400919593), the required KYC documentation was not submitted.

Our position remains based strictly on the applicable Terms and internal compliance review.

Kind regards,

BetAndYou Team

Dear Moderator,

I would like to clarify the following key points:

The casino confirmed that the second account operated without KYC verification. Despite this, I was allowed to make numerous deposits and withdrawals of significant amounts.

In order to withdraw funds, I was required to provide my national ID number. At that stage, the operator had sufficient information to detect that I had a previously verified account which had been closed under responsible gaming measures.

The responsibility to prevent duplicate accounts and enforce self-exclusion lies with the operator. A player previously closed under responsible gaming measures should not be able to re-register and continue gambling using the same identity details.

The operator’s reliance solely on Terms of Service does not address the operational failure to enforce responsible gambling safeguards.

This case is not about contractual wording, but about the failure to apply responsible gaming and verification controls.

Kind regards,

Luis

Dear BETANDYOU Casino,

The player has informed us that he used the same personal information (name and ID) for both accounts.

Could you kindly confirm or deny this information?

Dear Moderator,

Thank you for your question.

We confirm that during our internal review, the two accounts were linked based on matching personal data provided by the player during registration.

Please note that at the time of registering the second account, the player actively completed the registration process and accepted the Terms of Service, confirming that they met all eligibility requirements to use the platform.

Under our Terms, it is the player’s responsibility to provide accurate information and to ensure they are eligible to register and place bets. Creating an additional account despite prior account history constitutes a violation of those Terms.

The decision in this case was made strictly in accordance with our Terms and internal compliance procedures.

Kind regards,

BetAndYou Team

Dear BETANDYOU Casino,

As I mentioned previously, a player should never be allowed to create another account using the same personal information, such as their ID details — especially in a situation where they have already passed KYC verification and requested self-exclusion on a previous account.

Therefore, if the player indeed used the same personal information, they should be eligible for a refund of all deposits (minus withdrawals) made on the second account.

Most casinos have tools in place to automatically match such data during registration and prevent players from creating multiple accounts, as this is considered an industry standard.

Dear Igor,

Thank you for your message.

When registering the second account, the player accepted the Terms of Service, confirming that they were eligible to place bets, were not suffering from gambling addiction, and did not fall under any prohibited category of players. According to the Terms, individuals with gambling addiction are not permitted to place bets, and players are responsible for ensuring their own eligibility when using the platform.

By proceeding with registration and continuing to use the service, the player confirmed compliance with these conditions.

Accordingly, there are no contractual grounds for refunding the net deposits as requested.

Kind regards,

BetAndYou Team

Dear Igor,

Thank you for your follow-up. The merchant is trying to shift the entire responsibility onto me by claiming I accepted their Terms of Service. The merchant was fully aware of my gambling addiction since February 2025, when they closed my first account under "responsible gaming measures".

A person suffering from a gambling addiction in a moment of relapse cannot be expected to self-regulate by clicking a box. The industry standard, as you correctly pointed out, requires the merchant to have automated filters to prevent a self-excluded player from returning. Since I used the exact same personal identification, their system should have flagged and blocked my registration immediately.

The fact that they allowed me to play until I reached a net loss of over €6,500, after I had already pleaded for help and confessed my addiction a year prior is a clear failure of their. I am requesting a refund of these net deposits because the account should never have been authorized to operate in the first place. I hope the Casino Guru team sees through this attempt to avoid responsibility

Dear BETANDYOU Casino,

I would like to explain our policy and point of view once again.

Once a player requests self-exclusion for their account, all personal information associated with that account (such as IDs or phone numbers) should be 'flagged', and the player should not be able to create another account using the same personal information.

We understand your point of view and your terms. However, we have already handled numerous complaints with a similar narrative. Based on our values, we believe that players in situations like this are eligible for a refund if they did not provide different personal information.

Most casinos have tools in place to automatically match such data during registration and prevent players from creating multiple accounts, as this is considered an industry standard. Therefore, if the player indeed used the same personal information, they should be eligible for a refund of the deposits made on the second account.

Since this complaint has been open for quite some time, I expect you to provide any relevant response, information, or evidence that could help move this complaint toward a successful resolution. Otherwise, unfortunately, I will have to close this complaint as unresolved.

Dear ldias,

Following an additional review of your case concerning accounts No. 49915**** and No. 140091****, we would like to provide further clarification.

Your first account (No. 49915****) was opened on 05 November 2022 and verified on 22 November 2022. This account was later closed on 10 February 2025 under responsible gaming measures.

The second account (No. 140091****) was opened on 27 September 2025. During the lifetime of this account, the requested identity verification documents were not provided despite our requests. As a result, the system did not receive verified identification data that would allow a confirmed automated match with previously verified accounts.

We would also like to note that the creation of multiple accounts is a violation of the Website’s Terms of Service, which were accepted during registration. By creating and using a second account, the applicable rules of the platform were breached.

Nevertheless, taking into consideration the circumstances described above and in order to resolve the matter amicably, the Company is prepared to offer a goodwill resolution.

Specifically, we are willing to refund the difference between the total deposits and withdrawals made on the second account, after deduction of the banking and payment processing fees incurred for processing your deposits and withdrawals, which were initially covered by the Company.

This proposal is made strictly as a gesture of goodwill and without any admission of liability.

Should you agree with this resolution, please confirm and we will proceed with the necessary arrangements.

Dear Igor and BETANDYOU Team,

Thank you for the proposal. I accept the refund of the net amount of €5,361.81.

I have already replied to the merchant's email confirming my acceptance and providing my Neteller account details for the transfer. I am now waiting for the funds to be credited.

I will update this thread as soon as the money arrives so we can close this complaint as resolved.

Kind regards,

Luís Dias

Dear Igor,

I am happy to confirm that I have received the refund of €5,361.81 in my Neteller account.

I want to thank you and the Casino Guru team for your essential mediation in this case.

Without your help, this wouldn't have been possible.

The case can now be marked as resolved.

Dear ldias,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor Petrovich

Casino.Guru