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Failure to Apply Responsible Gambling and Affordability Measures by Betsamigo Casino (MGA License)

Complaint Description

I am submitting this complaint regarding Betsamigo Casino’s failure to comply with responsible gambling and player protection obligations under its MGA license.

After a break from gambling of over one year, I resumed playing at Betsamigo in February 2025. Within a short period (February 1 – March 9, 2025), my gambling escalated rapidly and showed multiple clear indicators of gambling harm. During this time, I wagered over one million euros.

Despite this exceptionally high activity, Betsamigo did not conduct any affordability checks, source-of-funds verification, or responsible gambling interventions. Instead, I was enrolled into the VIP program and repeatedly encouraged to continue gambling through personalized bonuses and promotional messages.

Key indicators of high-risk gambling that were ignored include:

Extremely high wagering volume within a short timeframe

Repeated €1,000 withdrawal cancellations (maximum withdrawal limit), followed by losing the funds

Frequent bonus requests and VIP engagement

Chasing losses and increasing deposit sizes

At no point was I offered deposit limits, cooling-off periods, self-exclusion, affordability checks, or any responsible gambling support.

Particularly Concerning Incident (March 7, 2025)

On March 7, 2025, I contacted VIP customer support after suffering significant losses. I explicitly stated:

"I just lost everything I was afraid of losing. Why don’t you intervene in situations like this?"

Instead of offering support, guidance, or responsible gambling measures, the VIP representative responded by offering a €100 casino bonus, encouraging me to continue gambling.

This interaction demonstrates a clear prioritization of revenue over player protection and is fundamentally inconsistent with responsible gambling principles.

Marketing and VIP Practices

Throughout this period, I received multiple VIP emails and personalized offers encouraging continued play, such as "Keep on playing to receive more rewards like no other." These communications did not include responsible gambling warnings or references to support tools.

Given my gambling behavior, these practices were inappropriate and contradict both MGA Responsible Gambling Regulations and the Player Protection Directive (Directive 2 of 2018), which require operators to monitor behavior, identify risk, and intervene proactively.

Why This Is a Responsible Gambling Failure

Betsamigo markets itself as offering "the world’s safest and most innovative gaming environment." However, in my case:

No affordability or source-of-funds checks were performed

No responsible gambling interventions were made

VIP incentives were used despite clear signs of gambling harm

This constitutes a systematic failure to apply responsible gambling and player protection measures as required by MGA-licensed operators.

Requested Resolution

I am asking CasinoGuru to review this case as a responsible gambling failure and assess whether Betsamigo complied with its MGA obligations.

I have attempted to resolve this matter directly with the casino, but they have denied responsibility without providing meaningful justification.

I am prepared to provide supporting evidence, including VIP chat transcripts, promotional emails, and transaction history showing cancelled withdrawals and excessive gambling activity.

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 does that, do not share any information.

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 Bets Amigo Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication (newsletters and ads)
• Have you informed the casino of your gambling problem?
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@betsamigo.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Bets Amigo Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

Please find my answers below:

Is your account currently accessible to you?

No. My account has been closed following my request.

Have you unsubscribed from the casino's marketing communication (newsletters and ads)?

Yes. I requested to be removed from all gambling-related marketing communication.

Have you informed the casino of your gambling problem?

Yes. I clearly informed Betsamigo of my gambling problem and requested account closure/self-exclusion.

When was the last time the casino allowed you to deposit?

The casino allowed deposits up until my account was closed, despite clear indicators of gambling harm.

Has the casino responded to your refund request already? What did the casino reply?

Yes. The casino denied responsibility and rejected my refund request without providing a meaningful justification or addressing the responsible gambling failures described.

At this stage, my concern is not the account status itself, but the casino’s failure to apply responsible gambling and affordability measures before I requested self-exclusion, despite extremely high-risk gambling behavior and direct communication with VIP support.

Please let me know if you require any additional information or evidence. I am ready to provide chat transcripts, promotional emails, and transaction history upon request.

Thanks for your reply.

Kindly share evidence that you previously informed the casino of your gambling issues, with the information about the date visible.

Please also share with me the response you received from the casino to your request for a refund.

Send the information to my email at tomas@casino.guru

Dear Peetro,

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 can now find my response in your email.

Thanks for sharing this information with me.

I went over the evidence you shared here and via email.

From our point of view, the clear disclosure of the gambling problems among the communication you provided comes from your message from 13/3/2025.

Did the casino proceed to protect you from 13/3/2025 onward?

Please let me know.

Hello,

The casino did not assess my gambling behavior, control over my gaming, or any potential harm in any way. Not a single responsible gambling check or inquiry was carried out, despite me placing bets totaling over one million euros on the casino. The casino continued to offer VIP bonuses, commenting "keep on playing to receive more rewards like no other." The offers sent by the VIP team also contained no references whatsoever to responsible gambling.

After suffering significant losses, I emailed the casino stating:

"I just lost everything I was afraid of losing. Why don’t you intervene in situations like this?"

The response from VIP customer service was:

"After having said all that, we would like to start fresh and offer you a €100 Casino Bonus Loyalty, which we really hope you fancy."

In response to your question: I eventually filed a formal complaint with the casino on March 13, 2025. Following these events, the casino closed my account. They did not comment in any way on their breaches, instead stating that I had accepted their terms and conditions when creating the account.

I am extremely concerned about the casino’s conduct, particularly in light of my gambling history and the discussions I had with the casino’s VIP team and customer support.

Thanks for sharing your point of view.

We may only ask the casino to return funds used on gambling only after we conclude that the casino should have protected you. To be protected in an online casino, we recommend that you request a self-exclusion due to gambling problems. We believe every online casino should offer this responsible gambling mechanism for the players to use. Since no disclosure of gambling issues was identified, a refund cannot be pursued. Since you confirmed your account was already closed, there is little we can accomplish. We understand it's often hard to determine what to do or what words to use, unfortunately, the requirements for further assistance haven't been met. If you have any open online casino accounts, feel free to use the template above to request a self exclusion.

Due to the aforementioned reasons, we will now proceed to close 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.