Betovo Casino - El retiro del jugador se está retrasando.

I made a deposit with Betovo and managed to win €2,200. When I tried to withdraw, I was asked for reasonable documents like ID and a selfie, which I provided without any problem.

They then also asked me for a photo of a credit card I hadn't used for my last deposit (which was with Paysafecard), and I sent it anyway, protecting the sensitive data.

Despite this, they are blocking my withdrawal by demanding completely inappropriate documents, such as:

A bank statement in my father's name

My birth certificate

This isn't a standard KYC requirement, nor does it have a legal basis. There's absolutely no justification for involving third parties in verifying my personal account.

I offered a certificate of residence, valid in Spain as official proof of residence, but they rejected it.

The answers I receive are evasive or repetitive, and make it clear that they have no real intention of releasing my funds, but rather are seeking to block withdrawals with impossible or abusive requirements.

I request assistance and an investigation into this behavior. I reserve the right to report it to other agencies if necessary.

Hice un depósito en Betovo y logré ganar 2200 €. Al intentar retirar, me pidieron documentos razonables como DNI y selfie, los cuales proporcioné sin problema.

Después, me exigieron también una foto de una tarjeta de crédito que ya no usé en el último depósito (el cual fue con Paysafecard), y la envié igualmente, protegiendo los datos sensibles.

A pesar de esto, me están bloqueando el retiro exigiendo documentos completamente fuera de lugar, como:

Un extracto bancario a nombre de mi padre

Mi certificado de nacimiento

Esto no es un requisito estándar del proceso KYC ni tiene base legal. No se justifica en absoluto involucrar a terceros en la verificación de mi cuenta personal.

He ofrecido un certificado de empadronamiento, válido en España como comprobante oficial de domicilio, pero lo han rechazado.

Las respuestas que me dan son evasivas o repetitivas, y dejan claro que no tienen intención real de liberar mis fondos, sino que buscan bloquear el retiro con requisitos imposibles o abusivos.

Solicito asistencia y una investigación de este comportamiento. Me reservo el derecho de reportarlo a otros organismos si es necesario.

Dear Pedriito,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Has the casino provided any explanation for its request for the aforementioned documents??
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, Karina.

Has the casino provided any explanation for its request for the above-mentioned documents?

They constantly mention the KYC system.

Have you provided all the documents?

required as soon as possible and in the correct format?

Yes, by removing my family's bank documents and my birth certificate, as I consider it to be abusive.

Could you provide us with the exact date of your initial verification request?

What are you talking about?

Have you accumulated your winnings with the help of the bonus?

No

Thank you!!

Hola, Karina.

Ha proporcionado el casino alguna explicación sobre su solicitud de los documentos mencionados anteriormente?

Mencionan constantemente el sistema KYC.

¿Ha proporcionado todos los documentos

requeridos lo antes posible y en el formato correcto?

Sí, quitando la documentación bancaria de mi familia y mi partida de nacimiento, ya que considero que es abusivo.

¿Podría proporcionarnos la fecha exacta de su solicitud de verificación inicial?

A qué te refieres?

¿Has acumulado tus ganancias con la ayuda del bono?

No

Gracias!!

Hello?

Hola?

Dear Pedriito,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello! I'll send it to you right now.

Hola! Justo ahora te lo voy a enviar.

Hello?

Hola?

Hello Pedriito,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, Pedriito, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betovo Casino representative to join this conversation.

Dear Betovo Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for reaching out.

Your request has been referred to the appropriate department for further review and consideration. Please rest assured that we take such matters seriously and are committed to addressing them in full accordance with applicable standards.

Your patience is greatly appreciated, and an update will be provided as soon as possible.

Best Regards,

Betovo Team

Dear Betovo Casino,

We will be waiting for your update.

Thank you for your cooperation.

Hello,

Thank you for the opportunity to respond regarding this case.

We would like to emphasize that, while the verification process may appear complex, the requested documents are mandatory in order to successfully verify the account and ensure the security of our customers’ funds.

Please also be assured that all documents are handled exclusively by our trained verification teams. An email detailing the specific documents required in your case has already been sent to your inbox. These documents are essential to the completion of the verification process.

We trust this provides clarity on the matter and reaffirms our commitment to offering a secure and user-friendly experience.

Best regards,

Betovo Team

Dear player,

Have you been able to provide the casino with the requested documents?

Dear Pedriito,

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,
Mirka
Casino.Guru