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Dear PeppeCCcccccc,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether the account in question belongs to you? Alternatively, are you representing a third party?
• Do I understand correctly that you have requested a self-exclusion from Betista Casino?

As for your dissatisfaction with the casino's licensing, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Thank you very much in advance for your reply.

Best regards,

Attila

Good morning, I'm asking for help as the casino has never responded to me.

The account was my personal one. I requested account closure via written communication via chat with customer support. This request, as shown in the chat conversation, was rejected without adequate justification. Instead, my client was allowed to make additional deposits totaling €300.

So I made a request for a partial refund since those deposits shouldn't have been made since the closure had been requested, but they didn't even bother to respond.

Thank you

Buongiorno, vi sto chiedendo aiuto in quanto il casino non mi ha mai risposto.

L'account era il mio personale ho fatto richiesta di chiusura conto  tramite comunicazione scritta via chat con il servizio di assistenza clienti. La suddetta richiesta, come risulta dalla conversazione in chat, è stata rigettata senza una giustificazione adeguata, e, al contrario, è stato consentito al mio assistito di effettuare depositi aggiuntivi per un totale di €300.

Pertanto ho fatto una richiesta di rimborso parziale visto che quei depositi non andavano fatti dato che era stata chiesta la chiusura, ma non si sono degnati nemmeno di una risposta.

Grazie

Hello PeppeCCcccccc,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear PeppeCCcccccc,

Thank you very much for you response.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Attila

Hi, the request was made for account closure due to gambling addiction.

The response was to forward the matter to the relevant department via chat, but nothing happened. I continued to deposit around €300. This is the refund amount I requested, and it wasn't granted.

This is the only screenshot I have saved. Since then, no response and no contact with the casino.

Salve , la richiesta era statat fatta chiusura conto per ludopatia.

La risposta è stata inoltriamo al reparto competente tramite chat ma non è avvenuto nulla, ho continuato a depositare circa 300€. Ed e' questa la cifra di rimborso che ho chiesto e non mi è stata accordata.

Questo è l'unico screenshot che mi sono salvato . Da aallolra nessuna risposta e nessun contatto con il casino.

On December 3, 2025, at 11:57 AM, I requested account closure due to gambling addiction. (Email)

Wed Feb 18, 12:23 PM --> Second request to close the account. (Email).

Tue 24 Feb, 06:32---> their reply apologizing for the inconvenience, delayed response, and account closure. (email)

The total deposits were approximately €500 during this period, from the first communication to the closure. This is the refund request, to which they never responded.

Thank you

In data 03/12/2025 alle ore 11:57 ho richiesto chiusura conto per problemi di ludopatia .(Email)

mer 18 feb, 12:23 --> seconda richiesta di chiusura conta. (Email).

mar 24 feb, 06:32---> loro risposta in cui chiedono scusa per il disagio e risposta in ritardo e chiusura conto.(email)

Il totale depositi è di circa 500€ in questo periodo dalla prima comunicazione alla chiusura . Questa è la richiesta di rimborso, alla quale non hanno mai risposto.

Grazie

Dear PeppeCCcccccc, thank you for your response. Could you kindly forward your self-exclusion requests from December 3 and February 18 directly to my email? You can reach me at [email protected].

Thank you in advance for your reply.

Hi, sorry, the last email referred to another account.

Please consider this as your final communication.

The response was to forward the matter to the relevant department via chat, but nothing happened. I continued to deposit around €300. This is the refund amount I requested, and it wasn't granted.

This is the only screenshot I have saved. Since then, no response and no contact with the casino.

You have a screenshot of the request to the merchant; the account is likely still open. But I requested self-exclusion, but they never responded. And I deposited another 300 euros that I didn't intend to deposit.

Can you help me get them back?

Salve ,chiedo scusa l'ultima email faceva riferimento ad un altro conto.

Tenete in considerazione questa come ultima comunicazione.

La risposta è stata inoltriamo al reparto competente tramite chat ma non è avvenuto nulla, ho continuato a depositare circa 300€. Ed e' questa la cifra di rimborso che ho chiesto e non mi è stata accordata.

Questo è l'unico screenshot che mi sono salvato . Da aallolra nessuna risposta e nessun contatto con il casino.

Avete lo screenshot della richiesta all'esercente, il conto è probabilmetne ancora aperto. Ma io ho richiesto autoescolsione , senza che mi hanno mai risposto. E ho depositato altri 300 euro che non avrei voltuo depositare.

Potete aiutarmi a recuperarli?

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. Could you please confirm whether you have access to your original self-exclusion request?

Thank you in advance for your reply.

Dear PeppeCCcccccc,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru