BETANDYOU Casino - Der Spieler kann keine Einzahlungslimits festlegen.

I have repeatedly tried to set loss or deposit limits. Unfortunately, my emails and messages are ignored. Because I am a gambling addict and cannot implement any security measures, I have this casino to thank for the loss of several thousand Swiss francs, despite my attempts to take precautions. It is impossible to edit the account or set limits. Even taking a break from playing doesn't work. I want to do everything in my power to hold this casino accountable.

Ich habe mehrmals versucht eine Verlust oder Einzahlungslimite zu erstellen. Leider werden meine Mails oder Nachrichten ignoriert. Da ich Spielsüchtig bin und keine Sicherheitsmassnahmen vorgenommen werden können habe ich es diesem Casino zu verdanken mehrere Tausend Franken verloren zu haben und dies obwohl ich Sicherheitsmassnahmen vornehmen wollte. Es ist weder möglich das Konto zu bearbeiten noch Limiten zu setzen. Auch eine Spielpause funktioniert nicht. Ich möchte alles in meiner Macht stehende versuchen dieses Casino vor zur rechenschaft zu ziehen.

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Dear Capo9,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BETANDYOU Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your attempts to set up limits were not granted?
• Have you considered to self exclude from this casino due to the gambling addiction, please?
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Many thanks for the quick response.

I have contacted support several times.

I have tried several times to set these limits and also to close the account.

Unfortunately, without success. As I can see now, the website has been redesigned and the section on responsible gaming is visible. However, none of my emails have been answered in the past, regardless of the topic.

The last deposit was made yesterday, December 11, 2025.

Vielen Dank für die schnelle Antwort.

Ich habe mehrmals den Support kontaktiert.

Ich habe mehrmals versucht diese Limiten zu setzen und auch das Konto zu schliessen.

Leider ohne Erfolg. Wie ich jetzt sehe wurde die Website neu gestaltet und der Punkt Verantwortungsbewusstes Spielen ist ersichtlich. Jedoch kein E-Mail von mir wurde in der Vergangenheit beantwortet. Egal zu welchem Thema.

Die letzte Einzahlung wurde gestern am 11.12.2025 getätigt.

The last deposit will be on December 12, 2025*

Die letzte Einzahlung am 12.12.2025*

Hello??

Hallo??

Dear Capo9,

thank you for your reply.

Could you please share your account closure requests with me?

Additionally, 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

Dear player,

We have reviewed your case. According to our records, no prior request related to gambling addiction or responsible gaming was received by customer support. However, once the request shown in your screenshot was received, your account was blocked immediately in accordance with our responsible gaming procedures.

Please note that responsible gaming tools, including account limits and self-exclusion options, are available on our website and can also be activated by contacting support.

The account is now blocked, and no further gameplay is possible.

BetAndYou Team

As you can see, I asked you to set a limit of 300 CHF in the chat. You didn't do this, and that's why you incurred significant losses.

Wie sie jedoch sehen habe ich Sie gebeten im Chat eine Limite von 300 CHF zu setzen. Sie hahen dies nicht gemacht und deshalb hat es zu hohen Verlusten geführt.

Hello Capo9,

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

Dear Capo9,

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

Dear Capo9,

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.

You should know that there was an option to send a message directly on the website. I wrote it there several times, but I never received a reply. I find it sad how much you believe such scammers. If I tell them in the chat that I wanted to set the limit to 300 CHF, the casino can show you that. I no longer have access to it since I've been blocked. Nothing was done to my limit because you are scammers.

Sie müssen wissen das es über die Seite direkt eine Option gab eine Nachricht zu erfassen. Da habe ich es mehrmals geschrieben, jedoch habe ich nie eine Antwort erhalten. Ich finde es traurig wie fest Sie solchen Betrüger glauben. Wenn ich sage ich habe die Limite auf 300 CHF setzen wollen im Chat dann kann ihnen das Casino dies zeigen. Ich habe keinen Zugriff mehr darauf da ich jetzt ja gesperrt wurde. Es wurde nichts an meiner Limite gemacht weil Sie betrüger sind.

Dear Capo9,

thank you for your reply.

I have carefully reviewed your complaint and, following a detailed evaluation, I must note that the absence of supporting evidence significantly undermines your position. In communications and mediation with a casino, claims must be supported by clear and credible documentation. Without such evidence, I am concerned that your claims may be difficult to uphold. Should you be able to provide relevant documentation or additional information, I would be willing to reassess the matter accordingly.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

This complaint will now be closed. Thank you for your time and cooperation.

Kind regards,

Katarina