Betovo Casino - Pelaajan voitot on takavarikoitu.

 played in betovo company and i won 1300 euro after i make a deposit of 10 euro via mastercard.they gave me 15 free spins and i just won 1.76euro.my balance was only real money and wrote 1300 euro after a lot of documents i verify my account all of sudden when i ask withdrawal they took my money from my account with the empty excuse that all the money came from free spins and without any evidence.this is unacceptable and its the first time happens to me.i have all the screenshots and all the evidence so i communicate with curacao too.stay away from this company its worst ever experienced

Dear Antonis32,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble with your Betovo account and withdrawal request.

To clarify the sequence of events, could you please let us know:

1. Did you make your €10 deposit at the start of your session and then build your balance to €1,300 through gameplay?
2. Or did you place bets using only free spins and then later deposit €10 solely to verify your payment method?
3. The exact date and time of your €10 deposit transaction.
4. Copies of the casino’s communication explaining why they considered all funds "free-spin" winnings.

If you have any of this information, you can forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The winnings from the free spins were 1.8. With them I increased my balance to 100 euros, then I made a deposit of 10 and within about 3 days I had 1300. All the money was written real balance. I sent you a screenshot of the date of the deposits. They never provided me with proof that these winnings were from free spins and they also took them away from me after 5 days of winning them and while I decided to make a withdrawal

Τα κέρδη από τις δωρεάν περιστροφές ήταν 1.8.με αυτά αύξησα το υπόλοιπο μου στα 100 ευρώ στη συνέχεια έκανα καταθεση 10 και μέσα σε 3 μέρες περίπου τα πήγα 1300.ολα τα χρήματα έγραφαν real balance. Σας έστειλα σε screenshot την ημερομηνία των καταθέσεων.δεν μου προσκόμισαν ποτέ απόδειξη ότι τα κέρδη αυτά ήταν από δωρεάν περιστροφές και επίσης μου τα αφαίρεσαν μετά από 5 μέρες που τα είχα κερδίσει και ενώ αποφάσισα να κάνω αναληψη

Hi Antonis32,

Thank you for providing additional details regarding your experience with Betovo Casino.

To clarify the sequence of events, could you please confirm the following:

1. On April 25th, you received winnings of €1.74 from the 15 free spins credited to your account.
2. Approximately four hours later, at 6:55 AM, you made a deposit of €10 via Mastercard.

Additionally, to assist in our investigation, please let us know:

• Have you made any other deposits prior to the €10 deposit on April 25th?
• Have you redeemed any other free bonuses from Betovo Casino before this incident?

Understanding the complete history of your account activity will help us assess the situation accurately.

Thank you.

No i havent made any other deposit and havent claimed another bonus also

Yes the photo of the payment and free slins is right

Hi Antonis32,

Thank you for confirming that you haven’t made any other deposits or claimed additional bonuses before this incident, and for verifying the screenshot accuracy.

Just to be absolutely clear on one key point:

• When you started your gameplay session on April 25th, did you first use the 15 free spins and then make the €10 deposit only afterward—once your balance had already increased to approximately €100?

This distinction is important because the casino might be treating all subsequent winnings as stemming from the free spin bonus, despite the later deposit. Understanding the exact moment when the deposit was made relative to your gameplay will help us challenge their position more effectively, if appropriate.

Looking forward to your clarification.

yes first the free spins and then I made a deposit. however my winnings were removed after 5 days if the casino calculated them all from free spins why wasn't the removal done immediately? just disappointment they let me play for 5 days and suddenly they just took it all. this is called fraud. and I should note that from these winnings I had winning bets from the sports section. whatever they say they are unjustified as they let me play casino and sports I identified my account after 40 waves and in the end they took it all after 5 days. even if they are right they should have netted the winnings immediately and not fooled me like this. I imagine you won't do anything about this either so far it's not going to come out

ναι πρωτα τις δωρεαν περιστροφες και μετα εκανα καταθεση.παρολαυτα τα κερδη μου αφαιρεθηκαν μετα απο 5 μερες αν το casino τα υπολογισε ολα απο δωρεαν περιστροφες γτ δεν εγινε η αφαιρεση αμεσως?απλα απογοητευση με αφησαν 5 μερες να παιζω και ξαφνικα απλα τα πηραν ολα.αυτο λεγεται εξαπατηση.και να σημειωσω οτι απο τα κερδη αυτα ειχα κερδισμενα στοιχηματα απο το κομματι των sports.oτι και να πουν ειναι αδικαιολογητοι καθως με αφησαν να παιζω casino kai sports ταυτοποιησα των λογαριασμο μου μετα απο 40 κυμματα και στο τελος τα πηραν ολα μετα απο 5 μερες.ακομα και δικιο να εχουν επρεπε να εχει γινει συμψηφισμος των κερδων αμεσως και οχι να με περιπλανησουν ετσι.φανταζομαι και σεις δεν θα κανετε κατι σε αυτο οποτε ακρη δε προκειται να βγει

Hi Antonis32,

Thank you for all the details and for your patience while we reviewed your case. I’m sorry that this situation has been so frustrating.

After carefully examining the game history you provided, it is clear that:

• Your real-money balance was €0 at the start of your session.

As the best practice, players who meet wagering requirements on bonus funds and wish to secure their winnings should request a withdrawal immediately rather than continuing to gamble with bonus-derived balances. With that in mind, could you let me know if you ever attempted to withdraw your winnings right after completing the wagering conditions, before further play? This information will help clarify whether that option was available to you.

I tried and they kept asking me for further documents when I managed to identify myself after 5 days you took my money. I never understood why they left it in for so many days

Το προσπάθησα και μου ζητούσαν συνέχεια περαιτέρω έγγραφα όταν κατάφερα και ταυτοποίησα μετά από 5 μέρες μου πήρες τα χρήματα.δεν κατάλαβα ποτέ γιατί τα άφησαν τόσες μέρες μεσα

Hi,

Thank you for your reply and for continuing to provide details about your experience.

Just to ensure we’ve covered all relevant aspects — could you please confirm once more whether you ever redeemed any free bonuses from this casino prior to receiving the 15 free spins on April 25th? This is important because many casinos have rules against claiming multiple free bonuses consecutively without making a real-money deposit in between, which could affect the validity of winnings.

Your confirmation will help us verify whether the casino might be applying such a rule in your case.

Thank you again for your cooperation.

No, I had never cashed out a bonus before, all I had done was make a deposit.

Όχι δεν είχα εξαργυρώσει ποτε άλλοτε κάποιο μπόνους το μόνο που είχα κάνει είναι καταθεση

Hi,

Summary of Your Complaint – Betovo Casino

• On April 25th, you received 15 free spins, which resulted in €1.74 in winnings.
• You then increased your balance to approximately €100, after which you made a €10 deposit via Mastercard and continued playing.
• Over the next three days, your balance grew to €1,300, which was displayed as a real-money balance.
• You successfully submitted documents and verified your account.
• Despite this, five days after your winnings, the casino removed the entire balance.
• You state that you had never claimed any other free bonuses before this incident.

Before we proceed further, we would like to clarify one more important point. Based on typical casino bonus terms, winnings can sometimes be voided if certain conditions are breached, such as:

• Exceeding the maximum allowed bet while wagering with bonus funds
• Playing restricted games during an active bonus

Could you please let us know if there’s any chance that either of these situations might have occurred during your gameplay? This will help us assess whether the casino may be relying on one of these clauses when justifying their decision.

No, I had not made any excess bets and I also had no restrictions.

Όχι δεν είχα κάνει καμία υπέρβαση στοιχηματίσουν και επίσης δεν είχα κανένα περιορισμο

Thank you very much, Antonis32, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Antonis32,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and rules applied?

Will the casino refund his deposit? If not, why?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

Thank you for the opportunity to provide a response to this matter.

We understand the importance of transparency and efficiency in handling such matters, and we want to emphasize that each request is being carefully reviewed once a withdrawal request is submitted and our responsible team makes all the necessary reviews in order to be aligned with our Terms & Conditions.

Following a detailed review of the account in question, we can confirm that the customer received a set of free spins on the specified date, from which winnings were generated. Subsequently, after continued gameplay, the customer's balance exceeded €100, at which point an additional deposit was also made.

It is important to note that, in accordance with our bonus structure, real funds are utilized prior to any bonus funds.

Furthermore, we must highlight that the winnings from the non-deposit free spins exceeded €30, which is the maximum allowable amount that can be withdrawn from such bonuses, as outlined in our Terms and Conditions:

"23.19. The maximum withdrawal amount generated by winnings from non-deposit free spins, loyalty free spins, and non-deposit bonuses is €30 (or currency equivalent)."

Upon further investigation, it was determined that the subsequent winnings were directly linked to the original bonus funds, which led to the voiding of the winnings derived from those bonus amounts.

Additionally, we would like to confirm that the €10 deposit made by the customer was refunded during the review process.

We trust that these measures reflect our ongoing commitment to transparency and the delivery of a user-focused experience.

Thank you,

Betovo Team

Greetings all,

Dear Antonis32,

Can you please confirm your deposit of €10 was successfully refunded?

Thank you.

Dear Betovo Team,

Thank you for your response and explanation.

However, a very important part is missing here - supporting evidence.

Do I understand correctly that the user claimed more than 1 no-deposit bonus consecutively, without making deposits between particular bonuses? If so, does the casino allow it, or is there any rule that prohibits this?

"... is the casino able to substantiate its claims and decision with relevant evidence and rules applied?"

• Can you please forward all the relevant evidence to my email (branislav.b@casino.guru), especially the user's game logs, and highlight the important events? It would be highly appreciated if you could highlight bonus activations, and if it happened - moments when the user met the wagering requirements.

Thank you. Looking forward to hearing from you.

Yes, they gave them to me. I have to complain that they made me take pictures outside my house showing the address and holding a piece of paper that said hello betovo casino, the date and my ID. After all this hassle, the chat assured me that all my money is completely withdrawable and I thought so several times and after 7 days of making my withdrawal, they took the money from my account just like that. If the maximum daily profit was 30 euros, why did they put me through all this hassle and not remove it immediately? Every day I won money not only from casinos but also from sports betting. After 7 days, on top of 30 euros a day, I should be credited with at least 210 euros and they should also give me a decent bonus as an apology for all these inhuman things. I have been playing in casinos for 15 years, this thing has never happened to me before, honestly. I am sorry

Ναι μου τα έδωσαν .εγώ έχω να καταγγείλει ότι με έβαζαν τα βγάζω φωτογραφίες έξω από το σπίτι μου να φαίνεται η διεύθυνση και να κρατάω ένα χαρτί να γράφει hello betovo casino την ημερομηνία και την ταυτότητα μου.μετα από όλη αυτή τη ταλαιπωρία το chat με διαβεβαίωσε ότι όλα τα χρήματα μου είναι απολύτως αναληψιμα και νόμιζα αρκετές φορές και μετά από 7 μέρες που έκανα την ανάληψη μου πήραν τα χρήματα από το λογαριασμό μου έτσι απλά.αν το μέγιστη κέρδος ημέρας ήταν 30 ευρώ γιατί με έβαλαν σε όλη αυτή τη ταλαιπωρία και δν αφαιρέθηκαν αμέσως?κάθε μέρα κέρδιζα χρήματα όχι μόνο από καζίνο αλλά και από σπορ σε στοιχηματα.μετα από 7 μέρες θα πρέπει επι 30 ευρώ η μέρα να Μ πιστωθούν το λιγότερο 210 ευρώ λοιπόν και να μου δώσουν και ένα ικανό μπόνους σαν απολογία για όλα αυτά τα απάνθρωπα πράγματα.παιζω 15 χρόνια σε καζινο αυτό το πράγμα δεν Μ χει ξανασυμβεί ποτέ ειλικρινά λυπάμαι

Dear Antonis32,

Unfortunately, I have only bad news.

The casino provided me with the relevant supporting evidence confirming their claims.

I will try to explain the situation as clearly as possible.

Beginning with the moment when you received a no-deposit bonus (Free Spins, €1.74 in your screenshot), although you met the wagering requirements for this bonus and had a balance of almost €100 at that point, these funds were "released", but they were not converted or moved to a real money balance. At this point, you could have requested a withdrawal, and the casino would have reviewed it, cleared of everything over the maximum cashout amount allowed from this type of bonus (everything over €30), and you would have been allowed to withdraw the €30, in accordance with the casino's Terms and Conditions.

Since you decided to continue playing instead of requesting a withdrawal and your balance also included invalid winnings over the maximum cashout limit, these winnings were still subject to the bonus rules, and so the maximum cashout limit of €30. However, during your further play with these winnings, at some point, your balance fell under €70. It means that from this moment, you have spent from your balance more than you were allowed to withdraw from the bonus in question (€30), and the remaining balance, as well as any of your further winnings, were invalid because they were accumulated from the invalid balance that you were not allowed to withdraw.

Although I could see you requested several withdrawals during your play, you cancelled them (to increase your balance and continue playing) earlier than anyone responsible from the casino could have reviewed them. Therefore, unless the casino manually corrected your balance (real money/bonus money) on April 30, 2025, in the morning, your play/winnings/withdrawals were basically invalid.

According to your game logs, after that, you gradually lost everything by playing at the casino.

Since you confirmed the casino returned your deposit that you did not have to make at all, we consider this decision the best way to address the issue.

After gathering all the necessary information and considering all the above-stated, we are forced to close this complaint as unjustified. The casino acted correctly and in accordance with its terms and conditions. I sincerely hope my explanation was clear to you.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states any on its website.

Thank you very much, Betovo Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru