BetiBet Casino - Η ανάληψη του παίκτη καθυστερεί λόγω ασαφών απαιτήσεων στοιχηματισμού.

I deposited 40 Euros without using bonuses or anything else and started playing (exceeding the x3 deposit).

At one point I made a significant win and requested a withdrawal of 1300 euros.

The withdrawal is not accepted without email or anything else, just a quick window opens that says I still have to play 400 euros (?????)

I contacted customer service and "NATE" told me that I still have to wager 400 euros.

In fact, his words were: Just play.

Are you kidding me????

I repeatedly asked the reason for those 400 euros and received no answer.

And Nate closed the chat. (Chat I have available)

At this point I am turning to you.... since I am unable to withdraw my winnings.

Thank you

Ho versato 40 Euro senza utilizzare bonus o altro e ho incominciato a giocare (superando il x3 di deposito).

Ad un certo punto ho fatto un vincita importante e ho richiesto il prelievo di 1300 euro.

Il prelievo non viene accettato senza mail o altro, si apre solo una finestra veloce che dice che devo giocare ancora 400 euro (?????)

Ho contattato il servizio cliente e "NATE" mi ha detto che che devo giocare ancora 400 euro .

Anzi le sue parole sono state: Gioca e basta.

Ma stiamo scherzando????

Ho chiesto ripetutamente il motivo di quei 400 euro e non ho ricevuto risposta.

E Nate ha chiuso la chat. (chat che ho a dsposizione)

A questo punto mi rivolgo a voi.... dato che non riesco a prelevare la mia vincita.

Grazie

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the deposits you made into this casino?
• Have you made sure to meet the wagering requirements of all the deposits you made before you attempted to withdraw your balance?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika, thank you so much for your reply!

I replied to you by email sending you the screenshots you asked for.

🙂 thank you very much

Ciao Veronika, grazie mille per la tua risposta!

Ti ho risposto per mail mandandoti le screenshot che mi hai chiesto.

🙂 grazie mille

Dear Ph19

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, Michal ([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,

Veronika

Thank you, Veronika, for your response and attention. Michal helped me previously with a similar complaint at another casino.

Meanwhile, a few days ago, I tried sending a second email, asking BetiBet support for an explanation. They never responded to either the first or the second. Total silence.

So they are in your hands, since they just don't answer to me.

Thanks 🙂

Grazie Veronika per la tua risposta e la tua attenzione, Michal mi ha aiutato precedentemente proprio per un reclamo simile ad un altro Casinò.

Nel frattempo io giorni fa ho provato a mandare una seconda mail, chiedendo spiegazioni al supporto di BetiBet. Non hanno mai risposto ne alla prima mail ne alla seconda. Silenzio totale.

Quindi sono nelle vostre mani, dato che a me proprio non rispondono.

Grazie 🙂

Hello Ph19,

It's Michal again. I have taken over your case. I've reviewed the details of your case and will be reaching out to the casino to see how I can assist.

We would now like to invite BetiBet Casino to join this conversation.

Dear BetiBet Casino,

Could you kindly clarify why the player was not able to withdraw their winnings and was required to complete an additional €400 in wagering, despite the 3x deposit wagering requirement, as outlined in your terms, had already been fulfilled?

9. ANTI-FRAUD POLICY

9.7. Deposits must be wagered at least three times at casino (x3) and one time at sport (x1) before a withdrawal can be requested. If you make multiple deposits without any gameplay, you must wager the combined total of all deposits before initiating a withdrawal. The Casino reserves the right to charge a processing fee or refuse withdrawal if wagering requirements are unmet.

If there are any details relevant to this matter that may not be appropriate for public disclosure, please feel free to share them with me directly at [email protected] for an independent review.

Thank you in advance.

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.

Good morning Michal, the casino finally got back to me...

And it's exactly as I feared, as in an old complaint you followed, they also demand that all the deposits I made in the past ... and played and lost, be played x3

We return to the other complaint where:

If I load 100 euros, I gamble them and lose, I have a balance of 0.2 cents, how can I gamble them x3?

It means I have to make another deposit and if I lose that too, that's two deposits I have to play through 3 times!! Etc...

Since I lose the amount how can I play it x3!

I'm copying their response, which I also sent you by email, adding you to the entire exchange with the Casino:

Thank you for contacting us.

We'd like to clarify the withdrawal situation. Your last deposit was wagered. However, each deposit must be wagered in order to withdraw. After your last withdrawal of €200, you deposited €761. Each deposit you made must be wagered 3x, which is why you see the number 2283. The total amount of all your bets since your last withdrawal is €1878.95. Therefore, the bet you see in your account (€1878.95 / €2283) is correct, as some of your deposits have not been wagered. Once completed, you will be able to withdraw.

We hope this clarifies the issue for you.

Best regards,

Liliana

Customer Support Team

Buongiorno Michal, finalmente il casinò ha risposto a me...

Ed è esattamente come temevo, come in un vecchio reclamo da te seguito, anche loro pretendono che tutti i depositi che ho fatto in passato ...e giocato e perso, vengano giocati x3

Si ritorna all'altro reclamo dove:

Se carico 100 euro li gioco e perdo, mi resta un saldo di 0.2 centesimi, come faccio a giocarli x3?

Significa che devo fare un altro deposito e anche lì se perdo sono due depositi che devo giocare x3!! Ecc...

Dal momento che perdo l'importo come posso giocarlo x3!

Ti Copio la loro risposta, che ti ho inviato anche per mail aggiungendoti a tutto lo scambio con il Casinò :

Grazie per averci contattato.

Vorremmo chiarire la situazione con il ritiro. Il tuo ultimo deposito è stato scommesso. Tuttavia, ogni deposito deve essere scommesso per poter prelevare. Dopo il tuo ultimo prelievo di 200 EUR hai depositato 761 EUR. E ogni deposito che hai fatto deve essere scommesso x3, ecco perché si vede il numero 2283. E la somma totale di tutte le tue scommesse dall'ultimo prelievo è 1878.95. Quindi, la scommessa che vedi nel tuo account 1878.95 / 2283 è corretta, poiché alcuni dei tuoi depositi non sono stati scommessi. Una volta completato, si sarà in grado di ritirarsi.

Speriamo che chiarisca la questione per voi.

Cordiali saluti,

Liliana

Team di assistenza clienti

Dear Ph19,

Thank you for your response and the email.

I have to admit it is somewhat unusual that you found yourself in a very similar situation again, especially considering that you play in generally good rated and reputable casinos. As I mentioned in your previous case, most casinos use automated systems to calculate wagering requirements. While these systems are not always perfect — your earlier complaint may be an example of that — situations like this are still quite rare.

Just so I understand the situation correctly, could you please confirm the following:

• Had the funds from your previous deposits made on 10 April at 23:22 already been fully lost?
• Before your last deposit of €40 on 18 April at 00:16, was your account balance only around 0.2 cents as you suggested?
• Were the winnings of €1,300 made solely from the €40 deposit on 18 April?
• When was the last time you successfully withdrew from BetiBet Casino?

Also, please send at least the last 50 bets visible in your betting history for now.

Hi Michal,

I'm surprised that I'm among the rare cases... Of course I think that many players don't file complaints, and in any case I point out that the money I won has been stuck in the casino for a month... I personally believe that many people ultimately think they're dealing with a scam (automated or otherwise) from the casinos.

First of all, I wonder why this only happens with wins that are larger than the deposits... It should then be like this with every win, given that my way of playing has never changed.

I have always loaded a certain amount (knowing that I have to play it x3) in case of winning, in the sense that:

If I load 100 euros... and I lose, reaching a loss of 99.95 euros without having reached the x3, does this mean that with my next deposit which I load with 50 euros, in addition to reaching the x3 of the previous deposit of 100 euros, I have to reach the x3 of 50 euros???

But what are we talking about?

Of a scam.

I have played all the funds I deposited into this casino, except for a few cents left in my account.

I've been playing at this casino for years and I've always played like this.

I carry an average of 30 to 50 euros... when the money runs out I leave the casino.

Also because if I load 50 euros and lose and am left with a balance of 0.05 cents and the game allows minimum draws of 0.50... how the hell can you play x3.

Ditto if I lose everything... so I load 50 euros and lose 50 euros, how can you expect me to play x3 a balance that I have lost???????

This is a scam.

If I win, I'm fine, I have the funds to play x3 but if I lose???? I have to upload more money which consequently requires a value x3 also for the previously lost ones???

But what are we talking about?

Summary:

I upload 50 euros.... I lose 50 euros. (I don't reach x 3)

So I load 100 euros, do I have to finish playing the balance of x3 for the previous 50 euros and those of the 100 euros?

But please.

To your first three questions I answer yes.

My latest withdrawals:

Feb 13, 2026, 2:25 PM Withdrawal IBAN National Bank Withdrawal: WIRE Accepted 200 EUR0

Feb 4, 2026, 1:23 AM Withdrawal IBAN National Bank Withdrawal: WIRE Accepted 200 EUR

Jan 15, 2026, 12:52 AM Withdrawal IBAN National Bank Withdrawal: WIRE Accepted 400 EUR

Ka history of the last 50 bets also because BetiBet does not allow you to show more:

GAME NAME, BET AMOUNT, WINNINGS, April 18, 2026, 12:31 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:31 AM

Holy Mummy

2.5 EUR

0 EUR

April 18, 2026, 12:31 AM

Holy Mummy

2.5 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2.5 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2.5 EUR

0.6 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

1 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

12 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

1 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:30 AM

Holy Mummy

2 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

2.5 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:29 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

2 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

5 EUR

0 EUR

April 18, 2026, 12:28 AM

Mummyland Treasures

6.25 EUR

0 EUR

April 18, 2026, 12:25 AM

Mummyland Treasures

6.25 EUR

1,414.5 EUR

April 18, 2026, 12:25 AM

Mummyland Treasures

6.25 EUR

0 EUR

Ciao Michal,

mi stupisce essere tra i rari casi... Certo penso che molti giocatori non aprano reclami, e comunque faccio notare che è 1 mese che i soldi vinti da me sono fermi sul casinò...credo che personalmente in molti alla fine pensino, di stare alla truffa (automatizzata o meno) dei casinò.

Innanzitutto mi chiedo perché ciò capita solo a vincite importanti rispetto ai versamenti... Dovrebbe allora essere così ad ogni vincita, dato che il mio modo di giocare non è mai cambiato.

Da sempre carico un tot (sapendo di doverlo giocare x3) nel caso di vincita, nel senso che:

se carico 100 euro... e perdo arrivando a 99.95 euro di perdita senza aver raggiunto il x3, vuole dire che al mio prossimo deposito che carico di 50 euro, oltre a raggiungere il x3 del precedente versamento di 100 euro , devo raggiungere il x3 di 50 euro???

Ma di che cosa stiamo parlando?

Di una truffa.

Tutti i fondi che io ho versato su questo casinò, li ho giocati, se non per saldi di pochi centesimi che rimanevano sul conto.

Sono anni che gioco a questo casinò e ho sempre giocato così.

Carico di media dai 30 ai 50 euro... quando i soldi finiscono esco dal casinò.

Anche perchè se carico 50 euro e perdo e resto con un saldo di 0,05 centesimi e il gioco consente minimo tiri da 0,50 ... come diavolo si fa a giocare x3.

Idem se perdo tutto... quindi carico 50 euro e perdo 50 euro, come si può pretendere che gioco x3 un saldo che ho perso???????

Questa è truffa.

Se vinco mi sta bene, ho i fondi per giocare x3 ma se perdo???? devo caricare altri soldi che richiedono di conseguenza un valore x 3 anche per quelli persi in precedenza???

Ma di cosa stiamo parlando?

Riassumo:

Carico 50 euro.... ne perdo 50 euro. (non raggiungo il x 3)

Carico allora 100 euro devo finire di giocare il saldo del x3 per i 50 euro precedenti e quelli dei 100 euro?

Ma per favore.

Alle tue prime tre domande rispondo sì.

I miei ultimi prelievi:

13 feb 2026, 14:25 PrelievoIBAN prelievo banca nazionale:WIRE Accettato 200 EUR0

4 feb 2026, 01:23 PrelievoIBAN prelievo banca nazionale:WIRE Accettato 200 EUR

15 gen 2026, 00:52 PrelievoIBAN prelievo banca nazionale:WIRE Accettato 400 EUR

Ka cronologia delle ultime 50 scommesse anche perchè BetiBet non ti permette di mostrarne oltre:

TEMPONOME DEL GIOCOSOMMA DELLA SCOMMESSAVINCITA18 apr 2026, 00:31

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:31

Santa Mummy

2.5 EUR

0 EUR

18 apr 2026, 00:31

Santa Mummy

2.5 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2.5 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2.5 EUR

0.6 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

1 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

12 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

1 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:30

Santa Mummy

2 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

2.5 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:29

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

2 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

5 EUR

0 EUR

18 apr 2026, 00:28

Mummyland Treasures

6.25 EUR

0 EUR

18 apr 2026, 00:25

Mummyland Treasures

6.25 EUR

1,414.5 EUR

18 apr 2026, 00:25

Mummyland Treasures

6.25 EUR

0 EUR

I'm not a RARE case, I'm certainly among the few who report these problems... and after a month, not having touched those 1300 euros won, it's not easy, because it makes you want to play what the casino says (in my case still 400 euros) and oh well, withdraw at least 900 euros.

It is not a rare case.

As soon as it happened, I realized it was the same problem as the previous complaint... automated system? I don't believe it... and you can see it from the emails I forwarded you.

They are human beings who respond.

You're looking for a conversation. You're looking for a response. The moment a live chat operator responds with, "Just play!"

For me it's no longer about automation but about fraud.

Io non sono sono un RARO caso, sicuramente io sono tra i pochi che segnalano questi problemi... e dopo un mese, non aver toccato quei 1300 euro vinti, non è facile, perché viene la voglia di giocare quello che il casinò dice (nel mio caso ancora 400 euro) e vabbe, prelevare almeno 900 euro.

Non è un raro caso.

Non appena è accaduto ho capito che si trattava del medesimo problema del precedente reclamo.... sistema automatizzato? Non ci credo... e dalle mail che ti ho girato lo puoi vedere.

Sono esseri umani che rispondono.

Si cerca un dialogo. Si cerca una risposta. Nel momeno che un operatore della Live chat ti risponde con un: "Gioca e basta! "

Per me non si parla più di automizzazione ma di parla di truffa.

Dear Ph19,

Thank you for the additional information. For the time being, I would recommend refraining from any further gameplay until this matter has been fully clarified and resolved.

Dear BetiBet Casino,

I would kindly like to request the player’s full game and transaction log, including detailed information regarding all deposits, wagering contributions (including any remaining wagering requirements, if applicable), and the relevant balance progression throughout the period in question.

This information is necessary for us to properly review and verify the wagering status of the player’s deposits and gameplay activity.

Please forward the requested materials to [email protected] at your earliest convenience.

Thank you in advance.

Dear Michal, dear Ph19,

Thank you for your messages.

We have reviewed the current status of the case. We would like to clarify that the wagering requirement displayed in the player’s account is calculated correctly according to the applicable Terms and Conditions.

As previously explained to the player, after the player’s last successful withdrawal of 200 EUR, additional deposits totaling 761 EUR were made. According to clause 9.7 of our Anti-Fraud Policy, each deposit must be wagered x3 before a withdrawal can be processed. The required wagering amount therefore totals 2,283 EUR, while the player’s current wagering progress is 1,878.95 EUR. This is also clearly displayed in the player’s account interface

The issue here is not related solely to the latest 40 EUR deposit. Some of the previous deposits made after the last withdrawal were not fully wagered before the withdrawal request was submitted, which is why the remaining wagering requirement continued to carry over.

We understand the player’s frustration; however, the wagering counter and remaining amount are functioning in accordance with the system logic and the applicable Terms and Conditions accepted during registration and gameplay.

Please also note that, due to privacy and data protection policies, we are unable to share the player’s detailed transaction history directly with third parties. However, the player has full access to their own transaction and betting history within the account and may share any relevant records with Casino Guru.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino,

Thank you for your response.

The player has informed us that they currently only have access to the last 50 bets within their account history, which is insufficient to properly clarify the wagering-related concerns in this case.

If you are unwilling to share the player’s full game and transaction log directly with us, I would kindly ask that you provide it to the player instead, as this information constitutes their personal account and gameplay data, to which they are fully entitled.

Access to these records is necessary for us, in our capacity as an independent dispute mediator, to properly assess and verify the wagering status of the player’s deposits and gameplay activity during the relevant period.

I therefore respectfully request your cooperation in providing the requested information.

Dear Ph19,

If you have not done so already, I would recommend requesting your full game and transaction history from the casino. This should include detailed information regarding all deposits, wagering contributions (including any remaining wagering requirements, if applicable), as well as the relevant balance progression throughout the period in question.

The casino is generally expected to provide such information upon request. You may also submit this as a GDPR data access request, as companies operating within or serving customers under GDPR obligations are generally required to provide personal data and account-related records upon legitimate request.

Should the casino refuse to provide the relevant data without valid justification, such conduct could potentially raise concerns regarding compliance with GDPR obligations.

Feel free to include my email address [email protected] in the Cc of your email request to the casino.

I have found this information in the casino privacy policy

To ensure that we comply with all legal requirements regarding the processing of your personal information, we have designated a Data Protection Officer (hereinafter also DPO). The DPO is available to address any questions you may have about this Privacy Policy and to assist with any concerns related to your personal data. If you have any questions, wish to exercise your legal rights, or need to file a complaint about the handling of your data, please reach out to our DPO at [email protected]

Hope this helps.

Hi Michal,

First of all, I would like to thank you with all my respect and heart for the time you have once again dedicated to finding the right answer.

This evening I have attached my reply by email to the Casino, which told me it had written the following message by email:

Dear ...,

Thank you for your response. We fully understand your request for complete transparency and your need to verify your account history details, especially given the ongoing debate surrounding Casino Guru.

Regarding the game history visible on the website, we would like to clarify that, for technical performance reasons, the UI widget only displays the last 50 game rounds. However, your complete data history is fully recorded and securely stored in our system logs.

To ensure maximum clarity and provide you with all the necessary details, we have requested a complete statement from our finance and technical departments. This report will include:

Complete list of all deposits made since the last successful withdrawal of €200 (for a total of €761 deposited).

The exact wagering requirement of 3 points is calculated for each of these individual deposits.

A complete chronological breakdown of all bets placed (totaling €1,878.95) to show you exactly how your gameplay contributed to the requirement and the precise amount remaining.

As soon as this detailed report is generated, we'll send it directly to your email address. This will provide you with clear, documented evidence that you can easily share with Casino Guru's brokers.

Thank you for your patience while our team prepares this documentation for you.

Best regards,

Also this evening, I contacted the support chat again asking exactly how the x3 requirement works on old deposits, I'm attaching only part of the answer, I'll send you the rest by email and believe me it's very interesting, where I asked if I have a balance of a few cents left the x3 system is still valid.

"No, a leftover €1 balance is absolutely not considered substantial enough to force you to wager your old deposit all over again.

Our system has an automatic threshold built into it. If your balance drops below a very small amount (typically under €1 or €2), the system recognizes that your previous deposit is effectively "busted" or lost. It will automatically wipe out the old x3 wagering requirement for you"

We're waiting for the sales, and in the meantime I'm not playing.

As long as they don't deduct any expenses or anything from my total.

Ciao Michal,

innanzitutto ci tengo con tutto il rispetto e cuore a ringraziarti per il tempo che , ancora una volta mi dedichi, nel cercare la giusta risposta.

Questa sera ti ho allegato la mia risposta per mail al Casinò , che mi ha detto scritto il seguente messaggio per mail:

Cara ...,

Grazie per la tua risposta. Comprendiamo perfettamente la tua richiesta di completa trasparenza e la tua necessità di verificare i dettagli della cronologia del tuo account, soprattutto dato il dibattito in corso su Casino Guru.

Per quanto riguarda la cronologia di gioco visibile sul sito web, vorremmo chiarire che, per motivi tecnici di prestazioni, il widget dell'interfaccia utente mostra solo gli ultimi 50 round di gioco. Tuttavia, la tua cronologia completa dei dati viene completamente registrata e memorizzata in modo sicuro nei nostri log di sistema.

Per garantire la massima chiarezza e fornirti tutti i dettagli necessari, abbiamo richiesto un estratto conto completo al nostro reparto finanziario e tecnico. Questo rapporto includerà:

Elenco completo di tutti i depositi effettuati dall'ultimo prelievo riuscito di €200 (per un totale di €761 depositati).

Il requisito esatto di scommessa di 3 punti calcolato per ciascuno di questi singoli depositi.

Una suddivisione cronologica completa di tutte le scommesse effettuate (per un totale di €1.878,95) per mostrarti esattamente come il tuo gameplay ha contribuito al requisito e l'importo preciso rimanente.

Non appena questo rapporto dettagliato sarà generato, lo invieremo direttamente al tuo indirizzo email. Questo ti fornirà prove chiare e documentate che potrai facilmente condividere con i mediatori di Casino Guru.

Grazie per la pazienza mentre il nostro team prepara questa documentazione per te.

Cordiali saluti,

Sempre questa sera, ho contattato nuovamente la chat assistenza chiedendo esattamente come funziona sui vecchi depositi il requisito x 3, ti allego solo una parte della risposta, il resto te lo invio per mail e credimi è molto interessante, dove chiedevo se mi resta un saldo di pochi centesimi il sistema x3 è ancora valido.

"No, a leftover €1 balance is absolutely not considered substantial enough to force you to wager your old deposit all over again.

Our system has an automatic threshold built into it. If your balance drops below a very small amount (typically under €1 or €2), the system recognizes that your previous deposit is effectively "busted" or lost. It will automatically wipe out the old x3 wagering requirement for you"

Restiamo in attesa dei saldi, io nel frattempo non gioco.

Basta che non mi tolgano spese o altro dal totale.

Dear Ph19,

Thank you for your response and your email. I have replied to you.

Dear BetiBet Casino,

We are looking forward to your timely provision of the requested material to the player.

 In the meantime, I have suspended all deposits at any casino belonging to the Novatrix Srl group (part of DAMA N.V.) that holds a ‘licence’ in Costa Rica.

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.