Betista Casino - Il giocatore chiede il rimborso dopo che l'autoesclusione è stata ignorata.

Subject: Complaint regarding disregard of my self-exclusion and demand for reimbursement of my losses from Betista.com

Dear CasinoGuru Team,

I am contacting you because I feel seriously let down and unprotected by the online casino Betista.

Within a period of about one month, I lost approximately €4,500. These losses are directly related to an existing gambling addiction, which I explicitly disclosed to the casino.

I have requested Betista to self-exclude twice in writing via email:

November 7, 2025

November 26, 2025

In both emails I clearly and unambiguously explained that I am addicted to gambling and want to be immediately excluded from the game.

Despite these clear self-exclusion requests, my account was not blocked, and there was no response from the casino.

On the contrary:

I continued to receive promotional emails and game incentives, which drastically worsened my situation and tempted me to gamble again. I find this extremely irresponsible and emotionally very stressful.

While I have received some payouts, these are insignificant compared to my overall losses. Furthermore, I currently lack access to my complete deposit and loss history, which makes a transparent analysis even more difficult.

My player data:

Casino: Betista

Player name: Dren99

Email: d******x.de

In my view, Betista grossly violated its duty of care regarding player protection by:

My self-exclusion was ignored

Advertising continued to be sent

No protective measures were taken, even though my gambling addiction was known.

I therefore request CasinoGuru's support and mediation to explore the possibility of a refund for my losses incurred after my initial self-exclusion email of November 7, 2025. The second email was sent on November 26, 2025.

This situation has put a heavy strain on me, both financially and mentally. I had expected protection and support – instead, my condition worsened.

Thank you very much for your time and your help.

Betreff: Beschwerde wegen Missachtung meines Selbstausschlusses und Forderung auf Rückerstattung meiner Verluste von Betista.com

Sehr geehrtes CasinoGuru-Team,

ich wende mich an Sie, da ich mich vom Online-Casino Betista schwerwiegend im Stich gelassen und nicht geschützt fühle.

Innerhalb eines Zeitraums von etwa einem Monat habe ich ungefähr 4.500 € verloren. Diese Verluste stehen im direkten Zusammenhang mit einer bestehenden Spielsucht, auf die ich das Casino ausdrücklich hingewiesen habe.

Ich habe Betista zweimal schriftlich per E-Mail um einen Selbstausschluss gebeten:

07.11.2025

26.11.2025

In beiden E-Mails habe ich klar und unmissverständlich erklärt, dass ich spielsüchtig bin und sofort vom Spiel ausgeschlossen werden möchte.

Trotz dieser eindeutigen Selbstausschluss-Anfragen wurde mein Konto nicht gesperrt, und es erfolgte keinerlei Reaktion seitens des Casinos.

Im Gegenteil:

Ich erhielt weiterhin Werbe-E-Mails und Spielanreize, was meine Situation massiv verschärft hat und mich erneut zum Spielen verleitet hat. Dies empfinde ich als äußerst verantwortungslos und emotional sehr belastend.

Zwar habe ich einzelne Auszahlungen erhalten, diese stehen jedoch in keinem Verhältnis zu meinen Gesamtverlusten. Zudem habe ich aktuell keinen Zugriff auf meine vollständige Einzahlungs- und Verlusthistorie, was eine transparente Aufarbeitung zusätzlich erschwert.

Meine Spielerdaten:

Casino: Betista

Spielername: Dren99

Mail: d******x.de

Aus meiner Sicht hat Betista seine Sorgfaltspflicht zum Spielerschutz grob verletzt, indem:

mein Selbstausschluss ignoriert wurde

weiterhin Werbung versendet wurde

keine Schutzmaßnahmen ergriffen wurden, obwohl meine Spielsucht bekannt war

Ich bitte CasinoGuru daher um Unterstützung und Vermittlung, um eine Rückerstattung meiner Verluste zu prüfen, die nach meiner ersten Selbstausschluss-Mail vom 07.11.2025 entstanden sind. Die zweite wurde am 26.11.2025 versendet.

Diese Situation hat mich finanziell und psychisch stark belastet. Ich hätte mir Schutz und Unterstützung erwartet – stattdessen wurde mein Zustand verschlimmert.

Vielen Dank für Ihre Zeit und Ihre Hilf

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betista 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?
• Have you managed to reach live chat support after you learned the casino didn't process your request? With what result?
• When was the last time the casino allowed you to deposit?
• Have you managed to unsubscribe from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Betista Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Hello, I was only banned today after repeatedly drawing attention to my addiction.

Now I was referred back to support via email, who again are not responding.

I absolutely insist on a refund.

My refund request has not been answered.

I explicitly referred to my gambling addiction in the application for closure.

Hallo, ich wurde heute erst gesperrt, nachdem ich wiederholt auf meine Sucht aufmerksam gemacht habe.

Nun wurde ich auf den Support per Mail wieder verwiesen, der mir wieder nicht antwortet.

Ich bestehe unbedingt auf eine Rückerstattung.

auf meine Rückerstattungsanfrage wurde nicht reagiert.

Ich habe ausdrücklich auf meine Spielsucht verwiesen beim Schließungsantrag.

I must add that I don't have access to the exact amount of my losses. The 4500 euros is merely an approximate estimate of the deposits I made via my bank account or Paysafecard.

I have already requested a transaction list.

Regards, Dren

Dazu muss ich sagen dass ich keinen Zugriff habe auf die direkte Summe meiner Verluste. Die 4500 Euro sind lediglich eine ungefähre Schätzung meiner Einzahlungen die ich über mein Konto oder Paysafecard getätigt habe.

Ich habe eine Transaktionsliste bereits angefragt.

gruss Dren

Dear Dren99,

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, Kubo ([email protected]). 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dren99,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betista Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betista Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

If they don't respond after this week, is legal action my only remaining option?

Bleibt mir nur noch der Rechtsweg wenn sie nach dieser Woche nicht antworten ?

Hello Kubo, I received an email from betonst stating that they are now taking care of the matter.

I would ask you to extend the deadline again if it is within your power to do so.

I've attached the email here.

hallo Kubo, ich habe eine Mail von betonst erhalten, dass sie sich der sache nun annehmen.

Ich würde dich bitte die Frist bei Ablauf nochmal zu verlängern, wenn es im Rahmen des möglichen ist.

die Mail hänge ich hier an.

Hello,  

Thank you for notifying us!  

We would like to highlight that the request has been referred to the relevant internal team for further review.  

This response is provided for informational purposes only and does not constitute an admission of liability, acceptance of the claims raised, or confirmation of any remedy. 

Your patience is greatly appreciated, and an update will be provided once our review has been completed.  

Best regards,  

Betista Team  

Betista Team Halle

I've been told for a month now that an exam is taking place.

I'm starting to lose faith in this.

How long does one investigate a case where it is clear and obvious that there was no reaction to my ban for gambling addiction?

greeting

Halle Betista Team,

mir wird schon seit 1 Monat gesagt dass eine Prüfung stattfindet.

Ich vertraue der Sache langsam nicht mehr.

wie lange prüft man einen Fall, wo klar und deutlich hervorgeht, dass nicht auf meine Sperre wegen Spielsucht reagiert wurde?

Gruß

Hello Dren99,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Kubo, Betista still isn't responding. What would be a reasonable timeframe for reviewing the case?

I also haven't received the requested overview of my deposits and withdrawals. I requested this in mid-December.

That can't be legal.

hallo Kubo, betista reagiert wieder nicht. Wie sieht eine angemessene Zeitspanne zur Prüfung des Falles aus ?

eine angefragte Übersicht meiner ein und Auszahlungen habe ich auch nicht erhalten. Diese habe ich Mitte Dezember angefragt.

das kann doch nicht rechtens sein.

Hello Everyone,

I sincerely apologize for my recent unresponsiveness due to work unavailability.

Dear Betista Casino,

It has been more than two weeks since your initial response, and I believe the internal review should now be complete. Could you please share the outcome of this review at your earliest convenience?

Thank you for your cooperation.