Betovo Casino – generel debat (side 5)

I'm glad you've been successful here and had a good experience. I hope all your withdrawals are successful and you get all your money.

If anything comes up, let me know.

Relax when you say you're taking a break.🙂

I deposited funds and legally won €500 at Betovo Casino. When I requested a withdrawal at 18:01, it was canceled. The casino falsely claimed that this withdrawal was generated by a deposit that occurred at 19:06 (an hour later in the future).

I have official bank statements proving the exact time my deposit left my bank account, completely exposing this fabricated timeline. It is chronologically impossible.

When I confronted their management via email and LinkedIn with my bank evidence and informed them that I am reporting their B2B payment processors (Qpneu and Reint) to the UK Action Fraud. Betovo Casino permanently locked my account without notice.

They executed a silent "risk closure" to hide the transaction logs and chat history. I am aware that under standard licensing rules, an operator is legally required to manually pay out the remaining real-money balance when they unilaterally close a player's account.

I don’t know what to do, the casino doesn’t reply, and nor Casinoguru or anyone helps me to solve this.

First of all, I'll start by saying that your complaint is currently under review, which means our team has to look into it and then decide what to do with it, so you'll have to be patient for a bit. 

As for your situation, it's probably not the best idea to immediately tell the casino that you're going to report them; instead, you should try to resolve the issue with them normally. Of course, on the other hand, if you have clear evidence of what you’re saying, I don’t understand what was so difficult about resolving it. It’s quite strange because it doesn’t seem like a complicated situation to me. 

So let’s let our team look into it and see what happens next.

Dear Jaroslav!

Yes, it wouldn’t be hard to solve, if they’d reply to my email any time. I always contact the chat, on the website, they always tell me I should contact them in email. However, I never get an email back from them (or in any way). I did not even get one about the closure of my account sadly (which was totally illegal to do).

That's definitely not how a casino should communicate, so you should definitely wait and see how your complaint is handled.

That's what I would focus on, since the casino has essentially ignored you.