Betovo Casino - L'account del giocatore è ancora attivo nonostante la richiesta di autoesclusione.

On 27 February 2026 I submitted a request for permanent self-exclusion and account closure to Betovo.

Despite this request, my account remained active and deposits were still accepted on 3 and 4 March 2026.

The total amount deposited after my self-exclusion request is €3150.

I contacted the casino support and later sent a formal complaint by email. On 12 March Betovo confirmed that my case had been forwarded to the appropriate department for review.

However, no refund has been issued and the operator has not provided clear information regarding the licensing authority or the legal company operating the platform.

Allowing deposits after a self-exclusion request represents a serious violation of responsible gambling policies.

I am requesting a refund of the deposits made after my self-exclusion request.

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.

Dear Pippoc93xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

3. If you wish to be self-excluded from our Website, you should request it by contacting our Customer Support. Self-exclusion will prevent you from using your Player Account for indefinite period. We will close your account and refund all the remaining balance on your account. You will not be contacted by us with any offers and promotions. You will not be able to reopen your Player Account.

Have you clearly informed the casino about your gambling problem? Could you forward me the initial account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Petra

Dear Cardiff,

Thank you for your response and for taking charge of my complaint.

Attached is a screenshot of the email I sent to the casino requesting the closure of my account and permanent self-exclusion. I sent this request after chatting with them and then contacting them via chat that same day. I'm also forwarding a screenshot of their contact process, as well as my deposit history on their platform, four and five days after my self-exclusion request.

Specifically, the request was sent not only via chat but also formally via email on February 27, 2026. Despite this request, my account remained active for days, and I was still able to make further deposits on March 3 and 4, 2026.

I remain available to provide any further information or documentation that may be useful for analyzing the case. I will also contact you at the email address you provided to send additional material that may be useful for properly assessing the ethics and fairness of this gaming platform.

Best regards

Fabrizio *****

Gentile Cardiff,

La ringrazio per la sua risposta e per aver preso in carico il mio reclamo.

In allegato inoltro lo screen dell'email richiesta ho inviato al casinò con cui richiedevo la chiusura del mio account e l’autoesclusione in maniera permanente, il tutto dopo avergli scritto in chat e averli anche sopo sollecitati sempre per chat lo stesso giorno. Inoltro anche lo screen relativo alla loro procedura di contatto oltre la chat, inoltro anche la cronologia dei depositi sulla loro piattaforma, bel 4 e 5 giorni dopo la mia richiesta di autoesclusione.

In particolare la richiesta, oltre che per chat, è stata inviata in modo formale il 27 febbraio 2026 per email. Nonostante questa richiesta, il mio account è rimasto attivo per giorni e mi è stato comunque possibile effettuare ulteriori depositi nei giorni 3 e 4 marzo 2026.

Resto a disposizione per fornire qualsiasi ulteriore informazione o documentazione che possa essere utile per l’analisi del caso. inoltre provvederò a contattarla all'indirizzo email da lei indicato per inviare ulteriore materiale che possa essere utile al fine di valutare correttamente l'eticità e correttezza di tale piattaforma di gioco.

Cordiali saluti

Fabrizio *****

Dear Pippoc93

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 Martin ([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,

Petra

Hello Pippoc93,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Betovo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As things stand, we believe the player has issued a clear self-exclusion request on 27th of February. We therefore believe the account should have been closed as soon as possible, and before the 3rd of March, when the player has resumed depositing. Are you willing to process the refund?

Please let us know your decision. Additionally, in case you would like to offer a different point of view, please do let me know here or at [email protected].

Dear Martin,

I would like to update the discussion by informing you that I received a response from Betovo Casino via email on March 20, 2026, to which I replied and which I attach as a screenshot to this letter.

In their communication, the casino simply states that the funds were used during the gaming sessions and recalls the terms and conditions regarding the irreversibility of the bets.

However, this response in no way addresses the core point of my complaint, which was the failure to implement my request for self-exclusion.

As previously documented, I formally requested closure of my account and self-exclusion on February 27, 2026. Despite this, my account remained active and I was able to make further deposits on March 3 and 4, 2026.

I therefore believe that the main question remains unanswered: why was the account not closed promptly after a clear request for self-exclusion?

The casino's explanations regarding the use of the funds are irrelevant, as these transactions could not have occurred if my request had been handled correctly.

In light of the above, I kindly ask the casino representative to provide specific clarification on this point.

Thank you for your support and I remain available for any further information.

Best regards

Fabrizio

Gentile Martin,

desidero aggiornare la discussione informandola che ho ricevuto una risposta dal casinò Betovo tramite email giorno 20/03/2026, alla quale ho risposto e che allego come screen alla presente.

Nella loro comunicazione, il casinò si limita a dichiarare che i fondi sono stati utilizzati durante le sessioni di gioco e richiama i termini e condizioni relativi all’irreversibilità delle giocate.

Tuttavia, tale risposta non affronta in alcun modo il punto centrale della mia segnalazione, ovvero la mancata applicazione della mia richiesta di autoesclusione.

Come già documentato, ho richiesto formalmente la chiusura del mio account e l’autoesclusione in data 27 febbraio 2026. Nonostante ciò, il mio account è rimasto attivo e mi è stato possibile effettuare ulteriori depositi nei giorni 3 e 4 marzo 2026.

Ritengo quindi che la questione principale resti irrisolta: per quale motivo l’account non è stato chiuso tempestivamente dopo una richiesta chiara di autoesclusione?

Le argomentazioni fornite dal casinò relative all’utilizzo dei fondi non risultano pertinenti, in quanto tali operazioni non avrebbero potuto verificarsi se la mia richiesta fosse stata gestita correttamente.

Alla luce di quanto sopra, chiedo cortesemente al rappresentante del casinò di fornire un chiarimento specifico su questo punto.

Grazie per il supporto e resto a disposizione per eventuali ulteriori informazioni.

Cordiali saluti

Fabrizio

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.

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,

Betovo Casino

Dear casino representative,

thank you for your response. We will be awaiting the results of your investigation.

Hello,

The review process is in its final stage, with the remaining aspects currently being finalized based on the information assessed to date.

For the purpose of appropriately communicating the outcome within the complaint framework, it may be necessary to provide certain relevant information to the platform managing the case. This could involve the limited disclosure of personal data, which would be processed in accordance with applicable data protection and confidentiality requirements.

In this regard, we kindly ask the player to confirm whether they consent to such disclosure.

Any information shared, subject to consent, will be strictly limited to what is necessary and handled in line with applicable data protection standards.

Best Regards,

Betovo Team

Dear casino representative,

thank you for providing us with an update on the current proceedings.

Dear Pippoc93,

could you please confirm your agreement as requested by the casino representative?

I confirm my consent to sharing the information necessary to handle the complaint with Casino Guru.

I would like to take this opportunity to clarify that the request to close my account and self-exclude was initially submitted on February 27, 2026, also via chat with customer service, where I was instructed to proceed via email, which was subsequently sent.

I await the outcome of your review.

Confermo il mio consenso alla condivisione delle informazioni necessarie alla gestione del reclamo con Casino Guru.

Colgo l’occasione per precisare che la richiesta di chiusura del conto e autoesclusione era stata inizialmente avanzata in data 27 febbraio 2026 anche tramite chat con il servizio clienti, nella quale mi era stato indicato di procedere tramite email, successivamente inviata.

Resto in attesa dell’esito della vostra revisione

Dear Pippoc93,

thank you for your response. We will now await the casino's statement.

Hello,

Thank you for your prompt responses and continued cooperation.

Martin, please note that we have shared a detailed email outlining the full sequence of actions taken in this case, along with our assessment.

We hope this provides clarity, and we look forward to your review.

Best regards,

Betovo Team

Dear casino representative,

thank you for your detailed response.

Dear Pippoc93,

thank you for your patience. Do you have a copy of your communication with live chat prior to your exclusion request? Additionally, when have you received the first response to your initial exclusion request from 27th of February?

Dear Martin,

Thank you for your feedback.

Regarding the chat conversation on February 27th, unfortunately I don't have a copy of the transcript. However, I can confirm with absolute certainty that on that same date I contacted customer service via chat to request account closure and self-exclusion, and the operator instructed me to proceed via the email address listed on their platform, which was [email protected] , which I did later that same day, as per the documentation already provided.

I believe the casino has recordings of the chat conversations and can therefore directly verify the above.

Regarding the timing of responses, I would like to clarify the following:

On February 27, 2026, at 4:02 PM, I submitted a formal request to self-exclude and close my account.

This request was not followed by any response, nor confirmation of acceptance, nor execution in the following days.

In the absence of any feedback, my account remained active and I was able to make deposits on March 3 and 4, 2026, for a total of €3,150.

Only later, on March 5, 2026, at 12:38 AM, did I submit a formal complaint regarding the failure to apply my self-exclusion.

The first response from the casino arrived on March 5, 2026, at 8:41 AM, confirming the account closure.

Therefore, it is clear that my self-exclusion request of February 27th was not processed in a timely manner, and that the account was closed only after I submitted the formal complaint, by which time I had already made the disputed deposits.

As further confirmation of this, I note that in the days following the self-exclusion request, I continued to receive promotional communications from the casino, including offers and VIP programs. This behavior appears incompatible with a self-exclusion request already made.

Finally, I would like to point out that I have additional supporting documentation (including relevant communications and chat transcripts), which I will forward directly to your email address for a more complete analysis of the case.

I remain available for any further clarification.

Best regards

Fabrizio

Gentile Martin,

La ringrazio per il suo riscontro.

Per quanto riguarda la conversazione tramite chat del 27 febbraio, purtroppo non dispongo di una copia della trascrizione. Tuttavia, confermo con assoluta certezza che in quella stessa data ho contattato il servizio clienti tramite chat per richiedere la chiusura del conto e l’autoesclusione, e mi è stato indicato dall’operatore di procedere tramite l'email indicata sulla loro piattaforma che in quella data era [email protected], cosa che ho fatto successivamente nello stesso giorno, come da documentazione già fornita.

Ritengo che il casinò sia in possesso delle registrazioni delle conversazioni chat e possa quindi verificare direttamente quanto sopra.

Per quanto riguarda invece la tempistica delle risposte, desidero precisare quanto segue in modo puntuale:

In data 27 febbraio 2026 alle ore 16:02 ho inviato una richiesta formale di autoesclusione e chiusura del conto.

A tale richiesta non è seguita alcuna risposta, né conferma di presa in carico, né esecuzione nei giorni successivi.

In assenza di qualsiasi riscontro, il mio account è rimasto attivo e ho potuto effettuare depositi nei giorni 3 e 4 marzo 2026 per un totale di 3.150 €.

Solo successivamente, in data 5 marzo 2026 alle ore 00:38, ho inviato un reclamo formale relativo alla mancata applicazione della mia autoesclusione.

La prima risposta ricevuta dal casinò è arrivata il 5 marzo 2026 alle ore 08:41, con cui veniva confermata la chiusura dell’account.

Pertanto, risulta evidente che la mia richiesta di autoesclusione del 27 febbraio non è stata gestita nei tempi dovuti, e che l’account è stato chiuso solo dopo l’invio del reclamo formale, quando ormai avevo già effettuato i depositi oggetto della contestazione.

A ulteriore conferma di ciò, segnalo che nei giorni successivi alla richiesta di autoesclusione ho continuato a ricevere comunicazioni promozionali da parte del casinò, incluse offerte e programmi VIP, comportamento che appare incompatibile con una richiesta di autoesclusione già effettuata.

Infine, segnalo di essere in possesso di ulteriore documentazione a supporto (incluse comunicazioni e trascrizioni chat rilevanti), che provvederò a inoltrare direttamente al suo indirizzo email per un’analisi più completa del caso.

Resto a disposizione per qualsiasi ulteriore chiarimento.

Cordiali saluti

Fabrizio

Dear Pippoc93,

thank you for your response.

Dear casino representative,

I have sent you a message via email.

Dear Martin,

Thank you for your update.

We have provided additional information for your review via direct communication and remain available should any further clarification be required.

Kind regards,

Betovo Team

Dear casino representative,

thank you for your answer.

Dear Pippoc93,

I can confirm I have received a response from the casino.

The casino claims they have sent you another email after your request, asking you to confirm the duration of self exclusion. Could you please forward me this email? On which date have you received it?

Dear Martin Lambert,

Thank you for your feedback.

Regarding the Betovo Casino statement, I can absolutely confirm that I have never received any email after my request of February 27, 2026, asking me to confirm the duration of my self-exclusion.

My request was already clear and explicit, as I indicated my desire to proceed with self-exclusion and permanent and definitive closure of the account, and therefore there was no need for further confirmation or clarification.

I would also like to point out that:

-I have not received any communication in the days following February 27th;

-my account remained active, allowing me to make deposits on March 3rd and 4th;

-The first response I received from the casino was on March 5, 2026, following my formal complaint.

In light of the above, the statement regarding an alleged intermediary email is not supported by my documentation or the sequence of events.

If such a communication was actually produced by the casino, I would kindly ask if it were possible to see a copy or at least the main details, so that I can fully understand what was stated.

I reiterate that, regardless of this, the key issue remains the failure to implement my self-exclusion request, which resulted in my account remaining active and the ability to make further deposits.

I remain available for any further clarifications.

Best regards

Fabrizio

Gentile Martin Lambert,

La ringrazio per il suo riscontro.

In merito a quanto dichiarato dal casinò Betovo, confermo con assoluta certezza di non aver mai ricevuto alcuna email successiva alla mia richiesta del 27 febbraio 2026 in cui mi venisse richiesto di confermare la durata dell’autoesclusione.

La mia richiesta era già chiara ed esplicita, in quanto indicavo la volontà di procedere con autoesclusione e chiusura del conto in modo permanente e definitivo, e pertanto non vi era alcuna necessità di ulteriori conferme o chiarimenti.

Desidero inoltre precisare che:

-non ho ricevuto alcuna comunicazione nei giorni successivi al 27 febbraio;

-il mio account è rimasto attivo, consentendomi di effettuare depositi nei giorni 3 e 4 marzo;

-la prima risposta ricevuta dal casinò è avvenuta solo il 5 marzo 2026, successivamente al mio reclamo formale.

Alla luce di quanto sopra, la dichiarazione relativa a una presunta email intermedia non trova riscontro nella mia documentazione né nella sequenza degli eventi.

Qualora tale comunicazione fosse stata effettivamente prodotta dal casinò, chiederei cortesemente se fosse possibile visionarne copia o almeno i dettagli principali, così da poter comprendere pienamente quanto dichiarato.

Ribadisco che, indipendentemente da ciò, il punto centrale resta la mancata attuazione della mia richiesta di autoesclusione, che ha comportato il mantenimento dell’account attivo e la possibilità di effettuare ulteriori depositi.

Resto a disposizione per eventuali ulteriori chiarimenti.

Cordiali saluti

Fabrizio

Dear Pippoc93,

thank you for the clarification, your cooperation is appreciated.

Dear casino representative,

could you please forward me the exact email you believe your have sent to the player, not as a screenshot but as a full message?