Betory Casino - Das Spielerkonto wurde trotz Selbstausschlussantrags nicht geschlossen.

Good morning,

On 2/3/26 I expressed my addiction and the problems I have and they have not wanted to close my account until now 7/3.

Therefore, I request a refund of the deposit after expressing my addiction, and they only wanted to buy time; I ask that they not close it and that I think about it more.

They're playing with our illness.

Buenos días,

El día 2/3/26 expresé mi adicción y los problemas que tengo y no han querido cerrar mi cuenta hasta ahora 7/3.

Por lo que solicito la devolución de lo depositado después de expresar mi adicción y solo querían ganar tiempo, que no la cerrará y me lo pensará mejor.

Juegan con nuestra enfermedad

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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 your complaint. I’m sorry to hear about your negative experience with Betory Casino.

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

• Could you please specify when was the last time you were allowed to deposit in the casino?
• Have you asked the casino for a refund due to failed player protection? With what result?

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,

Tomas

Thank you very much for your response.

They let me deposit until 7/03, which I already argued about via chat, I sent screenshots of the email and threats to report them, and on that very day they asked if they could close the account via chat, since via email they didn't want to, they told me to take a break, to wait 48 hours for a decision, etc.

In theory, on Saturday 07/03 they told me that they are committed and evaluating my case to see if they will issue a refund or not.

Thank you

Muchas gracias por su respuesta.

Me han dejado depositar hasta el 7/03 que ya discutí por el chat, mandé pantallazos del correo y amenazas de denunciar y justo ese día si podían cerrar la cuenta vía chat, ya que vía correo no querían me decían que descanso, que esperase 48h una decisión etc..

En teoría el sábado 07/03 me dijeron que están comprometidos y valorando mi caso para ver si hacen devolución o no.

Gracias

After giving them 3 days to respond, they refuse to answer, so they will not review my complaint or refund my money.

Después de darles 3 días para darme respuesta, se niegan a contestar por lo que no van a estudiar mi queja ni devolverme el dinero

And I'm still waiting and nobody here is doing anything, they say they're looking into it but it's been more than 2 weeks

Y sigo esperando y aquí nadie hace nada, dicen que lo están revisando pero ya han pasado más de 2 semanas

Besides still waiting for the KYC link they promised and their lies in the chats, now they're sending this email; they're a FRAUD.

A parte de seguir esperando el enlace que dicen de KYC y sus mentiras en los chats, ahora mandan este correo, son un FRAUDE

Dear Juan2287,

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, Igor (igor.p@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,

Tomas

Dear Juan2287,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Betory Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Betory Casino representative to join this conversation and participate in resolving this complaint.

Dear Betory Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Thank you so much,

I would like to inform you that as of today, March 17th, they still haven't sent any KYC link as they mentioned, and there's no sign of the refund, even though, as an act of good faith and cooperation, I sent my documents to expedite and clarify this matter.

Muchas gracias,

Informar que a día de hoy 17/03 siguen sin enviar ningún enlace KYC como mencionaban y ni rastro del reembolso, a pesar que yo como acto de buena fé y colaboración mandé mis documentos para adelantar y mostrar claridad en este asunto.

Good morning,

I want to inform you that "supposedly" today they told me that my KYC is correct, when they have never sent me any link as they have always mentioned.

I've attached the conversation where they informed me about the verification.

Buenos días,

Quiero informar que "supuestamente" en el día de hoy me dicen que mi KYC está correctamente, cuando ellos nunca me han enviado ningún enlace como siempre han mencionado.

Adjunto la conversación donde me informan de la verificación.

Good morning,

Today they told me I have to receive a link and that the KYC verification hasn't been completed. They don't even know what they're doing. They don't even explain; they just make everything up!

Buenos días,

En el día de hoy me dicen que tengo que recibir un enlace y que el KYC no se ha realizado, no saben ni lo que hacen. Ni dicen, se inventan absolutamente todo!!!

Hello,

We would like to confirm that the account was blocked in accordance with our standard procedures and internal policies.

Igor, could you please provide a valid email address where we can share the full supporting evidence and relevant details regarding this case?

Once we receive your contact information, we will forward all necessary materials for your review.

Best regards,

Betory Team

The account was closed 5 days later, I have already provided all the evidence of when you did it and I have already provided how on 2/03/26 I expressed my addiction problems and you offer me bonuses and tell me to think it over.

If you read the complaint carefully, it's a crime to allow people to express problems and to allow deposits and not close the account.

Acknowledge your mistake and reimburse what you want to profit from at our expense.

I remind you of the tests

La cuenta fue cerrada 5 días después, ya he aportado yo todas las pruebas de cuando lo realizasteis y ya he aportado como el 2/03/26 expresó mis problemas de adicción y vosotros me ofrecéis bonos y que me lo piense bien.

Si leéis bien la queja es un delito permitir gente que expresa problemas y permitir depósitos y no cerrar la cuenta.

Reconocer vuestro error y reembolsar lo que os queréis beneficiar a nuestra costa.

Os recuerdo las pruebas

Dear Betory Casino,

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

They haven't answered my email for a week, and they boast that they'll give me full attention and help me in the chat, but in the chat they say they can't tell me anything by email.

Llevan una semana sin contestar al correo y alardean que en el chat me darán toda la atención y me ayudarán y en el chat dicen que solo por correo que ellos no pueden decirme nada.

I still haven't received any answers, they haven't replied to my emails. The attitude of this casino is shameful, and how they play with people and their money is appalling.

Sigo sin respuestas, sin contestar a correos, es vergonzoso la actitud de este casino y como juegan con las personas y su dinero

Hello,

Thank you for providing your email address and for giving us the time to look into your case.

Igor, we have sent all relevant information and supporting evidence to your email address. We kindly ask you to review the details at your convenience.

If you have any further questions or need additional clarification, please feel free to contact us at any time.

Kind regards,

Betory Team

They support the fact that on 02/03 I expressed my problem that was affecting my family, that through chat you said you couldn't close it, by email you offered me bonuses or only 1-7 days of reflection and then on 07/03 you decided to close it via chat, when on 02/03 it couldn't be done because you don't do it through chat.

You're referring to those tests, right? And that in the meantime you allowed deposits without caring about my problem with the game.

Que respaldan que el 02/03 expresé mi problema que estaba afectando a mi familia, que por chate decíais que no podíais cerrarla, por correo me ofrecíais bonos o solo 1-7 días de reflexión y ya el 07/03 decidisteis cerrarla vía chat, cuando el 02/03 no se podía que vosotros no lo hacéis por chat.

Esas pruebas te refieres no? Y que mientras tanto permitisteis depósitos sin importaros mi problema con el juego.

And I still haven't received a response from them after a month.

This casino is shameful

Y sigo sin tener respuesta por parte de ellos después de un mes.

Es vergonzoso este casino

Dear Betory Casino,

Thank you very much for the comprehensive evidence and explanation provided in your email.

In your email, you mentioned the following:

The first request related to account blocking was received on March 2, 2026. At that time, the player expressed dissatisfaction with the bonus system and mentioned that he might block the account because of it.

However, the player provided a screenshot in which they clearly expressed a gambling problem. Please see the attachment.

Did you receive this email, and is it possible to track this conversation in your system?

Additionally, to clarify the situation: was the account blocked after the player replied to an email that was proactively sent by your support agent?

Thank you very much for your cooperation.

Thank you Igor for the mention you made, and to continue with transparency and truth on the matter, this email did arrive, because I copied myself to make sure it got there.

I've attached the email from my inbox.

Gracias Igor por la mención que has realizado, y para continuar con la transparencia y la verdad sobre asunto, este correo si que llegó, porque me puse yo en copia para cerciorarme que llegaba.

Aquí adjunto el correo en mi bandeja de entrada

I also want to point out that the closure on 07/03 occurred because of my insistence via chat, and when I mentioned that I was going to take this to the police, on the other days they always told me via chat that it was impossible to close it via chat and that I should send an email

A parte quiero indicar que el cierre el día 07/03 se produjo por mi insistencia vía chat y cuando ya mencioné que iba a trasladar esto a manos de la policía, el resto de días siempre me decían por chat que era imposible el cierre vía chat que mandará un correo

I want to provide more emails from conversations where, despite expressing my problem with the game, they first tell me to think about it for 1 to 7 days and then that it's under review for 48 hours, despite expressing my problem and asking them to please close it because I couldn't continue like this.

Quiero aportar más correos de conversaciones, donde a pesar de expresar mi problema con el juego, primero dicen que me lo piense de 1 a 7 días y luego que está en revisión de 48h, a pesar de expresar mi problema y que lo cierren ya por favor que no podía continuar así

Dear Juan2287,

I would like to ask you to reply only to specific questions or share necessary information.

Writing messages without added value makes the thread less clear and actually makes my work more difficult.

Thank you.

Dear Igor,

We have provided all relevant screenshots as evidence. Kindly review them and let us know if any additional information is required.

Kind regards,

Betory Team

Okay Igor,

But I think those last screenshots show the replies to my emails and that they didn't want to close my account, but rather suggest a deadline and postpone the closure because they saw that I was still making deposits, so I think it is quite relevant.

De acuerdo Igor,

Pero creo que esos últimos pantallazos demuestran las contestaciones a mis correos y que no quisieron cerrar mi cuenta, sino sugerirme un plazo y alargar el cierre porque veían que seguía depositando, por lo que creo que si tiene bastante revelancia.

Dear Juan2287,

Just to clarify, I was mainly referring to you sending multiple shorter messages, which could easily be sent as a single, longer message.

Of course, if you have any further evidence or concerns, feel free to share them.

Additionally, I would like to ask about your email from March 2nd.

Did you receive any direct reply or confirmation ticket from the casino?

I NEVER received a response to that email, I only received via chat (excuses) that they couldn't close it from the chat, and that I should wait to receive a response to the email.

On 7/03, despite my insistence and threats to go to the police, and despite sending emails again expressing my problem, which I attach and indicating the date and time I requested it,

NUNCA recibí respuesta a ese correo, solo recibía vía chat ( excusas) que ellos no podían cerrar desde el chat, que esperase recibir respuesta al correo.

El 7/03 ante mi insistencia y amenazas de acudir a la policía, a pesar que volví a mandar correos expresando mi problema, el cual adjunto e indicando la fecha y hora que lo solicité

But honestly, it's unbelievable that this has been going on for almost two months and they're still keeping the money, saying they're investigating?

Investigating what? That they allow self-excluded people to register? That they allow people who say they have problems to continue making deposits?

In the end, the ones who always lose are the customers, and my money stays with them, generating interest for not having it.

Pero vamos me parece alucinante, llevar casi dos meses con este asunto y ellos sigan con el dinero, diciendo que investigando?

Investigando el que? Que dejan registrar a gente autoexcluida? Que permiten seguir depositando a gente que le indica que tiene problemas?

Al final los que siempre perdemos son los clientes y mi dinero sigue con ellos y eso genera unos intereses por no tenerlo

Dear Juan2287,

After a thorough review of this case, I have reached the following conclusion.

The email you sent on March 2nd was not delivered to the casino. This may happen, especially in cases where there are multiple recipients, as in this case.

The next day, when you contacted live chat and informed them about your issue, the support team sent you an email regarding the closure of your account.

If I am not mistaken (and please feel free to correct me), you did not reply to this email with a clear message stating that you wanted to close your account due to gambling problems.

Even though you contacted live chat several times, please note that the self-exclusion process at Betory Casino is only available via email, as clearly stated in their Terms and Conditions.

Additionally, please feel free to share any information you consider relevant.

As I stated in my email thread, the email from 02/03/2026 did arrive. How do I know? Because I was copied on it and I showed you and proved that it was in my inbox.

Then I expressed countless times in the chat that they should close the account and then I sent another email saying that it was fine 5 days ago..

Do you mean it's okay that because they don't read the emails and send me a different one, they admire excluded people in Spain and Europe who bypass controls?

Is it good that they accept payments from people who have problems and report them?

Finally shameful

Como he puesto en mi hilo de correos, el correo del 02/03/2026 si llegó, porque lo sé? Porque iba yo en copia y te mostré y evidencié que estaba en mi bandeja de entrada.

Luego expresé innumerables ocasiones en el chat que cerrarán la cuenta y luego volví a mandar otro correo diciendo que ya estaba bien 5 días..

Que quieres decir que está bien que porque ellos no lean los correos y me envíen otro diferente admiran gente excluida en España y Europa saltándose los controles?

Que está bien que admitan pagos de gente que tiene problemas y lo comunica?

Enfin vergonzoso

And NO, the next day I didn't get notified about the closure of my account. I reported it on 02/03/2026, I reported it again on 03/03/2026 via chat, I reported it every day until 07/03/2026 the account WAS CLOSED, not the next day, it was 5 days later!

Y NO al día siguiente informando no me avisaron del cierre de mi cuenta, Yo informe el 02/03/26, informe el 03/03/2026 vía chat, informe todos los días hasta que el día 07/03/2026 FUE CERRADA la cuenta, no es al día siguiente, es 5 días después!

Dear Juan2287,

Initially, you sent an email to the casino on March 2nd; however, this email was not received by the casino.

Please note that just because you copied yourself on the email and received it does not automatically mean that it was successfully delivered to the other recipients.

On March 3rd and in the following days, you contacted the casino via live chat and informed them about your self-exclusion request. Since the support team did not receive your initial email, they proactively sent you separate emails in order to proceed with your self-exclusion.

Despite multiple emails from the casino, you did not clearly state in any of your replies that you wished to close your account due to gambling-related problems or similar reasons.

In conclusion, your initial email was not delivered to the casino, and following your messages, they promptly offered an alternative way to proceed with your request. However, you did not follow these steps or respond adequately to those emails. Therefore, we consider your efforts to be insufficient, especially given that the casino provided a clear and accessible process for self-exclusion.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.