Betovo Casino - El jugador solicita un reembolso tras un problema con el registro de su cuenta.

Dear Casino Guru,

I am asking for your assistance regarding my complaint against Betovo Casino.

I decided to register at Betovo after reading the positive reviews on Casino Guru. Since most reputable online casinos with good ratings use proper geo-blocking to prevent players from restricted countries from creating accounts, I assumed that Germany was an allowed jurisdiction because Betovo allowed me to register without any restriction.

After registering, I deposited €200. Together with the welcome bonus, my account balance became €400.

Before placing any bets or playing any games, I checked Betovo’s Restricted Countries list and discovered that Germany is listed as a restricted country.

I immediately contacted Betovo support and requested the return of my €200 real-money deposit, explaining that I did not want to gamble on a website that should not have accepted my registration in the first place. Unfortunately, Betovo has ignored my emails and has not provided any meaningful response.

I believe Betovo failed in its responsibility to prevent registrations from restricted countries. If Germany is truly a prohibited jurisdiction, the casino should have blocked my registration and prevented me from depositing funds. Instead, it accepted my account and my money.

I am only requesting the refund of my €200 deposit. I am not asking to keep the bonus or any winnings. I simply want my original deposit returned because I did not play after discovering that Germany is a restricted country.

I have attached screenshots showing:

My account balance (€400: €200 real money + €200 bonus).

My account information.

Evidence that I registered successfully despite being located in Germany.

I would greatly appreciate Casino Guru’s help in resolving this matter and encouraging Betovo to refund my deposit.

Thank you for your time and assistance.

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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.

• Which country of residence did you select during registration? Please send me a screenshot of the personal information shown in your casino profile.
• Have you received any pop-up notifications or warnings informing you that players from Germany are restricted from depositing and playing at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Am I correct in understanding that you have not placed any bets or played any games using the deposited funds?

Please note that, according to our company policy, we only deal with restricted-country cases when a casino confiscates a player's winnings because they registered from a restricted jurisdiction, despite providing accurate personal information and not using any software or other tools to conceal or alter their actual location.

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

Dear Veronika,

Thank you for your prompt response and for taking a look at my complaint.

Here are the answers to your questions to help clarify my situation:

1. Country of Residence Selected:

I selected Germany as my country of residence during registration, entering my exact and truthful personal details. I have attached a screenshot of my casino profile showing my personal information.

2. Pop-up Notifications / Warnings:

No. I did not receive any pop-up notifications, warnings, or error messages informing me that players from Germany are restricted prior to or during my registration or deposit.

3. VPN or IP-Masking Software:

No. I did not use any VPN, proxy, or IP-masking software to alter or conceal my location at any point while registering or depositing.

4. Game Activity / Bets Placed:

Yes, you are 100% correct. I have not placed a single bet nor played any games whatsoever since making the deposit. My original deposit of €200 remains completely untouched in my account balance.

Regarding Company Policy & Summary:

I completely understand Casino Guru’s standard policy regarding restricted-country cases and confiscated winnings. However, I want to emphasize that I am not asking to claim or retain any winnings or bonus funds.

Because I provided accurate location details without using a VPN, the system allowed me to deposit funds before I discovered Germany was listed under their restricted territories. Since I immediately refrained from playing any games and requested a simple refund of my untouched €200 real-money deposit, I hope Casino Guru can assist in contacting Betovo to return my original funds.

• Thank you again for your time and assistance.

Thank you for your reply.

Please note that withdrawing deposited funds without wagering them is usually not possible, as casinos may be required to apply minimum wagering requirements to comply with Anti-Money Laundering (AML) regulations. If you check the Terms and Conditions of Betovo Casino, you will find the following provisions:

8.8. Anti-money laundering regulations and best practices impose a minimum wagering requirement for all deposits before funds can be withdrawn. If the funds turnover, the aggregate bets on the account, is less than a) three times the size of the deposit for all the games, that are not mentioned in clause "b)" of the present paragraph, b) ten times the size of the deposit for all table games, the Company has the right to cancel the payment pending the fulfillment of the turnover conditions.

8.11. All deposited funds are non withdrawable until they are wagered three times for slots (wager x3) and ten times for all table games (wager x10). For sports, funds must be wagered once (min odds 1.50) before withdrawal is permitted.

It is not unusual for a casino to have such a rule. Some casinos require deposited funds to be wagered once, while others require three times the deposit amount. There are also casinos with even higher wagering requirements for deposited funds.

I would therefore recommend contacting the casino and following their instructions regarding the wagering requirement. Alternatively, if you do not wish to complete the wagering requirement, you can ask the casino for further information about any transaction or processing fees that would apply if they allow the funds to be returned without wagering them.

Dear Org1991,

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,
Veronika
Casino.Guru