Betovo Casino - Ο λογαριασμός του παίκτη εξακολουθεί να είναι ενεργός παρά το αίτημα αυτοαποκλεισμού.

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.

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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.