Betovo Casino - Los retiros de los jugadores son rechazados constantemente.

The provider betovo shows no regard for player protection. Within 2 weeks, I was able to deposit and lose over 10,000 euros. Withdrawals were consistently rejected. I requested an account suspension, which took a long time to be implemented.

I have now also learned that the provider doesn't have a valid license.

Der Anbieter betovo hält überhaupt nichts von Spielerschutz. So konnte ich innerhalb 2 Wochen, über 10000 Euro einzahlen und verspielen. Auszahlungen wurden stets abgelehnt. Ich habe um Kontosperrung gebeten. Auch hierbei lange keine Umsetzung.

Nun habe ich auch erfahren, dass der Anbieter keine gültige Lizenz hat.

Dear ihea1984,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the challenges you’ve encountered.

At Casino.Guru, we are staunch advocates of responsible gambling practices, and we firmly believe that casinos must adhere to high standards to ensure the well-being of their players. The details you’ve shared highlight a troubling pattern of high-frequency deposits over a relatively short period. While we understand your concern about the casino not intervening or conducting affordability checks, our ability to assist players with financial restitution is limited to specific scenarios. In cases where a player formally requests self-exclusion due to gambling addiction and the casino fails to act, we investigate to ensure accountability. However, situations where red flags, such as high deposits, are not acted upon fall into a grey area that often depends on the casino's policies and licensing authority.

We absolutely share your perspective that gambling operators should take proactive steps when such patterns emerge, and we believe this to be an essential aspect of responsible gambling protocols. However, enforcing these standards falls under the jurisdiction of regulatory bodies or the relevant licensing authorities.

Moreover, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point about the casino not having a license, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Could you please specify what the current balance in your casino account is?

Did you request to be self-excluded from the casino due to gambling addiction?

I am looking forward to hearing from you soon.

Best regards

Veronika

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

at the online casino I have a net loss of 10005.00 Euro

there was never a payout because they were always rejected

I had myself blocked due to my gambling addiction. Unfortunately, previous requests to block my account were also ignored by betovo for a long time.

bei dem Online Casino habe ich einen Nettoverlust von 10005.00 Euro

es gab nie eine Auszahlung weil diese stets abgelehnt wurden

ich habe mich aufgrund der Spielsucht selber sperren lassen. Leider wurden auch vorherige Bitten nach einer Kontosperrung sehr lange seitens betovo ignoriert.

I understand that this situation is both difficult and frustrating. However, as soon as your withdrawal request was rejected, the best course of action would have been to contact customer support to inquire about the reason for the rejection or submit a complaint to us so that we could investigate and assist you.

Unfortunately, once the balance was returned to your gaming account and you continued playing with it, resulting in a loss, the casino is no longer obligated to refund these funds. They were lost during regular gameplay, and there is nothing further we can do to help recover them.

The only scenario in which we might be able to assist in getting a refund is if the casino failed in its self-exclusion responsibilities. This would require evidence that you informed the casino of your gambling problem and explicitly requested permanent account closure, but the casino ignored your request, allowing you to continue playing.

Do you have any emails or other evidence where you requested self-exclusion due to a gambling problem, and the casino failed to act on it? If so, please share them with us, and we will be happy to investigate further.

Thank you for your understanding.

Thank you for providing the screenshot. Unfortunately, in your account closure request, you did not mention gambling addiction as the reason for wanting to close your account. You simply stated that you were no longer interested in playing at this casino.

Please understand that we can only pursue refunds in cases where there is clear evidence that a player explicitly disclosed a gambling problem, and the casino failed to take appropriate action under responsible gambling practices, allowing the player to continue depositing and playing.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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