Betovo Casino - Igrački račun je zatvoren bez objašnjenja.

I’m experiencing a serious and frustrating issue with Betovo Casino.

I registered on May 13, 2025, made a deposit, and received a match bonus. I successfully completed the wagering requirements, went through live verification, and submitted all requested documents and screenshots to confirm my deposit. My account was verified, and my first withdrawal of €590 was processed and paid to my Ethereum wallet without issue.

However, on June 2, 2025, I requested a second withdrawal—and that’s when the problems began.

After ten days of the withdrawal being listed as "pending," I received an email stating that it had been canceled, with no explanation provided. When I tried to log into my casino account, I was met with the message:

"Unfortunately, due to licensing constraints, we cannot accept player accounts from your country at the moment."

This is especially confusing and unacceptable, considering that:

My account had already been fully verified.

I am accessing the account from Poland, which is not listed as a restricted country on Betovo’s terms.

I have not changed my location, device, or any account details.

I attempted to resolve the issue multiple times via live chat, but the support team continuously redirected me with generic advice like clearing cookies, using another device, or switching browsers. I have done all of this, including using incognito mode—none of it has resolved the issue.

At this point, I feel ignored and stonewalled. You are my last hope to bring attention to this matter and compel Betovo to provide a consistent and transparent resolution.

Dear lorakladno1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To gain a clearer understanding of the issue you're facing, could you please provide more information by answering the following questions:

• Can you confirm if you have received any official communication from Betovo Casino regarding the cancellation of your second withdrawal?
• Have you received any emails from the casino informing you about possible changes in their list of restricted countries?
• What specific country are you currently residing in, and have you traveled recently?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• How long have you been unable to access the casino website?

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

Yes I confirm, I have email from Betovo where they ask to upload my crypto details regarding my deposit to the casino.

No i never received any email regarding changes. They confirmed in live chat that there was no any changes.

 I am in Poland at the moment and registered from Poland. Never logged in to my account from other country.

No I never used VPN.

More then 14 days I am not able to log In.

And on 18.06.25 after I got email from the casino I was able to Log in and make withdrawal. But I am still not paid. I will update you on the process. But any way you can call casino representative to the discussion for clarifications as the still did not pay me.

Please forward me all the communication between you and the casino regarding the issues with your account at veronika.f@casino.guru. Thank you for your patience and cooperation.

Sent.

Hello.

Casino still did not pay me. Please help.

Thank you for your emails. Please forward me the screenshot of your crypto wallet you sent to the casino for verification as well.

Forwarded

Thank you very much, lorakladno1981, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lorakladno1981,

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,

Mirka

I was paid by the casino finally. Thank you for your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lorakladno1981,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka