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I would like to submit a complaint against Betovo Casino regarding the confiscation of my winnings.

The casino claims that my winnings were removed because I cancelled the bonus before completing the wagering requirements. However, this explanation is completely inconsistent with the way their own platform handled my account.

It is important to clarify that I was the one who cancelled the bonus, because the casino did not allow me to request a withdrawal while the bonus remained active.

What happened next is the key issue in this dispute.

After cancelling the bonus, my real cash balance remained completely intact. The casino's system did not remove the winnings, did not adjust my balance, and did not indicate that those funds were still restricted by bonus conditions.

Even more importantly, two days later, the system allowed me to submit a withdrawal request for USD 505.

The timeline is very clear:

July 22, 2026 – 07:16 AM: Bonus cancelled.

July 24, 2026 – 07:56 AM: Withdrawal request of USD 505 successfully submitted.

This sequence demonstrates that Betovo itself considered those funds to be withdrawable real money.

If the winnings had actually remained subject to wagering requirements, the system should have automatically removed them immediately after the bonus was cancelled. That is how bonus systems normally work across the online gambling industry.

Instead, Betovo allowed the funds to remain in my real balance for approximately two days and even accepted a withdrawal request.

Only after the withdrawal had been requested did the casino cancel it and confiscate the balance, claiming that the bonus requirements had not been completed.

These actions are clearly contradictory.

A casino cannot first classify funds as real cash, allow a withdrawal request, and only afterward retroactively claim that those same funds were still bonus funds.

I respectfully ask Casino Guru to request that Betovo provide:

The complete transaction history of both my bonus balance and my real balance.

Technical evidence showing why the funds remained in the real balance after the bonus was cancelled.

An explanation as to why the withdrawal request for USD 505 was accepted if the funds were allegedly not withdrawable.

The exact contractual clause that allows the casino to reclassify real cash as bonus funds after a withdrawal request has already been accepted.

My objective is not only to have the confiscated balance restored but also to receive payment of the funds that were wrongfully removed from my account.

I firmly believe that Betovo's own system behavior contradicts the explanation they have provided.

Thank you for your assistance.

Sincerely.

Ted Franck Fabian Pacheco

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Bonus Terms and Conditions of Betovo Casino, and the following conditions appear to be relevant to your case:

23.6. A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@betovo.com. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

• Please clarify how much of the wagering requirements you had completed when you decided to cancel the bonus.
• Did you cancel the bonus while you were still playing with your real-money balance, or were you already playing with your bonus balance?
• Can you see your account balance divided between real money and bonus money?
• Could you also send me a link or a screenshot of the bonus you activated and played with?
• Please request the casino via email to provide you with your gaming history in Excel format, starting from the moment you deposited funds and activated the bonus until the moment your withdrawal request was cancelled, and the balance adjustment occurred. Once you receive the file, please forward it to me at veronika.f@casino.guru.

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 TedFrnk1988,

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.

Hello,

Thank you for your response.

It is possible to see total balance and bonus balance separately.

Dear Veronika,

Thank you for your questions. Please find my answers below:

1. How much of the wagering requirement had you completed when you cancelled the bonus?

I had not completed the full wagering requirement. However, I never used the bonus funds to play. All gameplay was conducted exclusively with my real-money balance.

I cancelled the bonus because Betovo required me to do so in order to request a withdrawal. After cancellation, the funds generated through real-money play remained in my real-money balance.

2. Did you cancel the bonus while playing with your real-money balance or bonus balance?

I was playing exclusively with my real-money balance. I never used the bonus balance to play.

The bonus was cancelled on July 22, 2026 at 07:16 AM. The funds remained in my real-money balance, and on July 24, 2026 at 07:56 AM, I submitted a withdrawal request for USD 505.

Therefore, the withdrawal was made after the bonus had already been cancelled.

3. Can you see your account balance divided between real money and bonus money?

Yes. Betovo clearly distinguishes between real-money and bonus balances. After cancelling the bonus, the bonus balance was removed, while the funds remained in the real-money balance.

4. Could you send a link or screenshot of the bonus?

Yes. I can provide the available screenshots showing the bonus, its cancellation, the real-money balance, and the subsequent withdrawal request.

I also reiterate that the bonus funds were never used for gameplay.

5. Please request your gaming history in Excel format from Betovo.

I will contact Betovo and request the complete gaming history in Excel format, covering the period from my initial deposit and bonus activation until the withdrawal cancellation and balance adjustment.

Once received, I will forward it to veronika.f@casino.guru.

I believe this record will clearly show that the gameplay was conducted exclusively with real money and will also show how Betovo classified the funds after the bonus was cancelled.

Best regards,

T. F. F. P.

Thank you for your response.

Have you received the gaming history from the casino yet? If not, have they informed you when you can expect to receive it?

Thank you for your cooperation.