BetiBet Casino - El retiro del jugador se retrasa debido a que los requisitos de apuesta no están claros.

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

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.

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 (michal.k@casino.guru). 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 michal.k@casino.guru 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 michal.k@casino.guru 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 michal.k@casino.guru 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 DPO@novatrixsrl.net

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.

The casino emailed me that they are processing the data for the requested history...

Considering that it's all automated it makes me laugh...

But let's wait....

And this is further proof of the professionalism and organization of the control...

😀

Il casinò, mi ha scritto per mail che sta elaborando i dati per le cronologie richieste...

Calcolando che è tutto automatizzato mi viene da ridere...

Ma aspettiamo....

E questa è un ulteriore prova della professionalità e della organizzazione di controllo...

😀

Truly a SERIOUS Casino BetiBet CONGRATULATIONS... but it goes to confirm what I'm reading around about the Casino.

He doesn't have a good reputation anymore.

Dear Michal, I copied you on the email requesting my game history.

And given my trust betrayed by BetiBet I'm leaving reviews of my BAD experience everywhere.

Veramente un Casinò SERIO BetiBet COMPLIMENTI... ma va a confermare ciò che sto leggendo in giro del Casinò.

Non ha più una bella fama.

Caro Michal, ti ho messo in copia nella mail che sollecita il ricevere la mia cronologia di gioco.

E vista la mia fiducia tradita da parte di BetiBet sto lasciando recensioni della mia BRUTTA esperienza ovunque.

Dear all,

This complaint is currently being reviewed by the relevant department. We are awaiting additional information and will provide an update in this thread as soon as it becomes available.

Thank you for your understanding and cooperation.

Kind regards,

BetiBet Casino Team

Dearest Casino,

But yes, calm down... the longer it takes you to respond, for a withdrawal of €1,300... (not €130,000) €1,300... the better you'll look. I've only been waiting since April 18, 2026...

How do you think people will want to stay with you, when their trust is shattered for €1,300? In the meantime, I played at other casinos (not in your group)... I loaded up €38 and won €2,600... well, in less than 5 hours the winnings were in my bank account.

You chose the worst path, given the competition.

Choices and policies.

Carissimo Casinò,

ma sì con calma... più tempo impiegate a rispondere, per un prelievo di 1.300 euro.... (non 130.000 euro) 1.300... e più fate bella figura. è solo dal 18.04.2026 che attendo....

Come pensate che la gente voglia poi restare con voi, quando la fiducia viene massacrata per 1.300 euro? Io nell'attesa gioca ad altri casinò (non del vostro gruppo) ...caricato 38 euro e vinti 2.600 euro.... bene in meno di 5 ore la vincita era sul mi conto bancario.

Avete scelto la strada peggiore, data la concorrenza.

Scelte e politiche.

Dear BetiBet Casino,

Could you please explain why the requested evidence has not yet been provided to the player?

Given the time that has already elapsed, we are concerned that the matter remains unresolved and that the player has not received the information necessary to understand the basis of the decision affecting their account.

Timely, transparent, and effective communication is a key element of fair complaint handling and is generally expected from operators with a strong reputation. We therefore kindly request that this matter be prioritized and that the player be provided with the requested information, or a clear explanation for any remaining delay, as soon as possible.

I look forward to your prompt update.

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.

On Trustpilot BetiBet Casino responds:

they don't even know what they're talking about.

And here you can see the seriousness...

Hats off!

Su Trustpilot il Casino BetiBet risponde:

non sanno nemmeno loro di cosa si sta parlando.

E qui si vede la serietà...

Chapeau!

Dear all,

The case remains under review by the appropriate department. We are currently awaiting further information and will share an update in this thread as soon as it becomes available.

Thank you for your patience and understanding.

Kind regards,

BetiBet Casino Team

Dear BetiBet Casino,

Thank you for your response. However, I must express my concern that despite the considerable time that has already passed, you have still not provided any supporting evidence to substantiate your position.

Given that the decision against the player has been made swiftly, it is difficult to understand why the supporting evidence required to justify such action is taking an unusually long time to produce. This delay raises legitimate concerns regarding procedural fairness, transparency, and whether sufficient and justifiable grounds existed for the actions taken against the player in the first place.

At this stage, I kindly but firmly request that you either provide the relevant supporting evidence without further delay, together with a clear explanation of the basis for your decision, or alternatively, proceed with releasing the player’s funds if you are unable to substantiate your position adequately.

Prompt action on your side would be highly appreciated and would help ensure that this matter can be assessed fairly and resolved without unnecessary further delay.

Dear Ph19, dear Michal,

We understand your concerns regarding the time required for this review.

We would like to inform you that the player’s transaction and betting history has been shared directly with the player.

Thank you for your patience and understanding.

Kind regards,

BetiBet Casino Team

Dear Casino,

Well these are my balances... before a deposit.

Now if I load 40 EUR and I'm left with a balance of 0.11 (and most of the games I was playing don't allow bets below 0.20 cts) how can I play x3 the whole amount when I have a balance of 0.11 cts?

Can you explain it to me technically?

I am forced to pay and consequently the problem repeats itself.

In the table below (extracted from what you sent me) you can clearly see the balances before making a new deposit:

When I asked your chat support how to play x3 on each deposit, they answered me with the following words: (Saved Chat):

I'm reporting in English what your live chat (real operator) said in English:

"Alice

00:49

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

Alice

00:49

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"

Therefore, your online support on the BETIBET chat has CONFIRMED that the system cancels any remaining amounts under 2 EURO, as it is impossible to play them completely.

The highest balance I had before depositing was a RECORD of 1.63 EUR!!!!!! All the rest are just a few cents!!!!

So what are we talking about?

Caro casinò,

Bene questi sono i miei saldi ... prima di un versamento.

Ora se carico 40 EUR e resto con un saldo da 0.11 (e la maggior parte dei giochi a cui stavo giocando non permettono puntate al di sotto dei 0.20 cts) come faccio a giocare x3 tutto l'importo nel momento in cui ho un saldo di 0.11 cts?

Me lo spiegate tecnicamente?

Sono obbligata a versare e di conseguenza si ripete il problema.

Nella tabella qui sotto (estratta da ciò che mi avete mandato) si vede chiaramente i saldi prima di effettuare un nuovo versamento:

La vostra chat assistenza quando ho chiesto come si poteva giocare il x3 ad ogni versamento mi ha risposto con le seguenti parole: (CHat Salvata):

Riporto in inglese ciò che ha detto la vostra chatlive (operatore reale) in inglese:

"Alice

00:49

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

Alice

00:49

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"

Quindi la vostra Assistenza online sulla chat di BETIBET ha CONFERMATO che il sistema annulla gli importi residui sotto i 2 EURO, in quanto è impossibile giocarli completamente.

Il saldo più alto che ho avuto prima di versare è il RECORD di 1.63 EUR!!!!!! Tutti gli altri sono pochi centesimi!!!!

Quindi di cosa stiamo parlando?

Dear Ph19,

Thank you for your response and for sharing the documentation with me.

Dear BetiBet Team,

I am glad that you have finally provided the player’s gameplay history, as well as their balance and payment records.

After carefully reviewing the documentation, I must state that I am inclined to align with the player’s position.

My review focused primarily on the deposits and gameplay history from March 2026 and April 2026, during which the disputed winnings were generated. While it is true that on two occasions in March—specifically on 16/03/2026 at 00:08:35 (€0.55) and on 19/03/2026 at 00:53:32 (€1.63)—the remaining balances could technically still be considered playable, thus the wagering requirement might still be in effect, the subsequent deposits made had been effectively exhausted, with the balance reduced to only a few cents. This means the wagering requirements tied to those deposits should effectively be considered voided or forfeited, and therefore reset to zero. Additionally, there were multiple other deposits during this period that were also fully or nearly fully exhausted. As such, there should be no outstanding wagering requirements remaining.

As for April 2026 gameplay, the remaining balances from previous deposits that had effectively been lost never exceeded €0.21. Such an insignificant amount is, in the vast majority of casinos, effectively treated as a zero balance, meaning that no wagering requirements from prior deposits should reasonably remain active.

Consequently, the €40 deposit made on 17/04/2026 at 22:16:39 UTC, from which the winnings stem, should be considered independently. Based on the applicable terms, the wagering requirement should therefore be only the standard 3x deposit amount, equating to €120.

Based on the gameplay records provided, it appears evident that this wagering requirement (€40 × 3 = €120) was fulfilled without reasonable doubt.

With this in mind, the reasons provided for withholding the player’s winnings appear to be unsubstantiated. I therefore kindly request that you review this matter once again and either provide further clarification regarding the basis of your current position or, ideally, proceed with releasing the player’s winnings.

Should there be any additional factors or circumstances affecting this case that I may have overlooked, please do not hesitate to bring them to my attention.

Dear Michal,

Thank you for the time you have dedicated to this case for months.

BetiBet sent me the documents, but did not provide any further explanations, which is a contradiction given the complete chat I shared with you, with their operator who CONFIRMS YOUR WORDS.

Now I hope that Team BetiBet will act seriously and provide a decision with reasons.

We've already seen with another casino (an identical complaint that was resolved) that it was simply an automation error. I hope BetiBet has a similar error. And they'll let me withdraw the amount I won three months ago.

Thanks Michal.

Kind regards.

Caro Michal,

ti ringrazio per il tempo che da mesi dedichi a questo caso.

BetiBet mandandomi i documenti, non ha fornito ulteriori spiegazioni, un controsenso data la chat completa che ti ho condiviso, con il loro operatore che CONFERMA le TUE PAROLE.

Ora spero che il Team BetiBet si comporti con serietà e fornisca con una decisione, delle motivazioni.

Abbiamo già visto con un altro casinò (reclamo identico che si è risolto), che si trattava semplicemente di un errore di automazione, spero che per BetiBet si tratti di un errore simile. E mi permettano di prelevare la somma vinta 3 mesi fa.

Grazie Michal.

Un caro saluto.

We would like to ask the casino to reply to this complaint. We are extending the timer by 3 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.

Truly ridiculous... for just a few euros (if you factor in the casinos' revenue)... and to think they were part of the high-security casinos. Not only have I stopped playing at their casino,,, but also at all the group's casinos, if that's their policy...

Davvero ridicoli... per pochi euro (se si calcolano gli incassi dei casinò) ... e pensare che facevano parte dei Casinò a sicurezza alta. Io non solo ho smesso di giocare sul loro casinò,,, ma anche su tutti i casinò del gruppo, se la politica è questa...

Dear Ph19, dear Michal,

After an additional review with the relevant team, we can confirm that the wagering requirements applicable to deposits are governed by the casino’s Terms & Conditions and are applied by the system accordingly.

Based on the information available to us and the outcome of the internal review, we do not have grounds to alter the original decision regarding this case.

We appreciate your time and attention to this matter.

Kind regards,

BetiBet Casino Team

Dear BetiBet Team,

Thank you for your response, although we must express our disappointment with your position in this matter.

As outlined above, the €40 deposit made on 17/04/2026 at 22:16:39 UTC, from which the disputed winnings originated, was wagered without reasonable doubt.

Furthermore, the remaining balances from prior deposits throughout April 2026, which had effectively already been lost, never exceeded €0.21. For all practical purposes, such an amount should be considered a zero balance, meaning that no wagering requirements from previous deposits should reasonably remain active.

In light of these facts, the justification provided for withholding the player’s winnings appears Unjustified.

Based on our review, we consider your actions unfair, as the available evidence indicates that the player’s winnings should be paid in full.

As you have communicated your final position, we are left with no alternative but to close this complaint as Unresolved – Unreasonable excuse from the casino, as we consider your actions inconsistent with principles of transparency and fair treatment.

Please note that this outcome will negatively impact your Safety Index rating and will also serve as a warning notice to other players regarding the practices applied in this case.

Dear Ph19,

Regrettably, despite my efforts to facilitate a fair resolution, the casino team has chosen not to engage with this matter in an adequate manner. As a result, I have no remaining option but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to handle the matter appropriately, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further, you may contact the casino's official ADR as mentioned in the casino's terms and conditions:

15.5. Alternative Dispute Resolution (ADR)

If you are dissatisfied with the outcome of our internal complaints process, you may escalate the matter to an independent ADR body. We cooperate with EGIS (https://egis.io/), which operates under the regulations of the Tobique Gaming Commission. To submit a dispute to EGIS, email disputes@egis-adr.com.

The next step would be to submit a complaint to the Tobique Gaming Commission, as the justification provided for withholding your winnings may potentially constitute a breach of licensing conditions.

This can be done via the licence validator link located in the footer section of the casino’s website.

and then here:

Please let me know how they responded at michal.k@casino.guru.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru