Ich habe Geld bei diesem Casino eingezahlt. Das Geld wurde nie auf dem Casino Konto gutgeschrieben! Zuerst hat das Casino behauptet, dass es das Geld nicht erhalten hat! Nachdem ich dem Casino dann Transaktionsbest?tigen und Kontoauszüge meiner Kreditkarte habe zukommen lassen wurde mein Account gesperrt und alle meine Nachrichten werden ignoriert !

Dear Misterx113, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

K?nnen Sie nicht lesen?

Wie bereits oben geschrieben hatte ich schon mehrfach Kontakt mit meiner Bank (=ZAHLUNGSANBIETER)!

Dieser hat mir mehrfach best?tigt, dass die Transaktion einwandfrei durchgeführt wurde und mir die Belege zur Verfügung gestellt!

Das Casino hat mein Account geschlossen und antwortet nicht mehr auf Mails!!!

CASINO GURU IST DER ABSOLUTE WITZ!

SIE VERTEIDIGEN ILLEGALE CASINOS!!!

Thank you for your reply. In your initial message, you did not explicitly mention contacting your bank. Instead, you stated that you provided the casino with documents confirming the transactions. These documents could have been downloaded directly from your online banking account, rather than obtained as a result of communication with your bank. I apologize if I misunderstood your message.

Please forward me the following documents so that we can continue with the investigation:

• deposit receipt
• communication with your bank regarding the lost transaction
• communication with the casino customer support regarding the lost transaction
• bank statement starting from the day you made the lost deposit to the casino up to today
• email you received from the casino after your account was closed

My email address is [email protected]. Thank you for your patience and cooperation.

Ich habe die geforderten Unterlagen per Email geschickt.

Thank you for providing me with the requested documentation. The casino stated that the payment provider declined the transactions. If that is the case, the deposits should be returned to you.

According to the information you provided us with so far, you made two deposits on this day. Has your other deposit of 851€ been successfully credited to your casino account?

Wie Sie der Email meiner Bank (Zahlungsdienstleister) entnehmen k?nnen, wurden BEIDE (851 Euro + 900 Euro) ordnungsgem?? durchgeführt und dem Empf?nger gutgeschrieben. Meine Bank hat nichts abgelehnt! Diese Aussage des Casinos ist schlichtweg eine Lüge!

Ja, die Einzahlung über 851 Euro wurde auf dem Casino Konto gutgeschrieben.

Thank you very much, Misterx113, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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 Misterx113, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Betovo Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for allowing us the opportunity to provide a comprehensive response to this matter. We appreciate your time and consideration during the reviewing process.

To ensure clarity and ease of understanding, we have condensed the key details while maintaining the full context of the issue, emphasizing the essential actions taken throughout the entire process.

One of the key points to highlight is that this matter was forwarded and brought to the attention of the relevant department each time by the support team as well as by the customer’s designated Account Manager. Given the nature of the matter, we conducted a thorough investigation, carefully reviewing every document and transaction from the provided statements. Following our detailed assessment, it was determined by the provider that the transaction in question was not declined on our end. We advised the customer to reach out to their bank/payment provider in order for further clarification.

Understanding that such occurrences may cause inconvenience and impact the customer’s overall experience, the VIP Manager took proactive steps to address the situation. As a goodwill gesture, a compensation bonus of 900 EUR with a minimal wagering requirement (x5) was issued on December 23rd. This decision was made despite the fact that the funds in question had not reached our system.

Subsequently, the customer reached out again to their VIP Manager seeking additional clarification regarding the transaction. At this point, the entire situation was once more explained in detail, reiterating that if the transaction had been processed successfully, the funds would have been credited accordingly. In scenarios where funds do not reach us, they are automatically returned to the customer’s originating bank account.

Unfortunately, following these discussions, the customer strongly expressed their dissatisfaction and indicated their intent to pursue multiple threats. Given these circumstances, and in accordance with our policies, the customer’s account was closed. Additionally, communication with the VIP Manager was discontinued as part of our procedural measures. It is important to note, however, that our support team remains available 24/7 to assist with any queries the customer may have, irrespective of their account status.

We acknowledge that this resolution may not align with the customer’s expectations. However, we wish to emphasize our commitment to providing assistance and maintaining transparency throughout the process. Cooperation and respectful communication are pivotal in resolving any concerns effectively, and we remain committed to supporting our customers in a constructive manner.

We appreciate your understanding and cooperation in this matter. Should you require any further clarification, please do not hesitate to reach out.

Best regards,

Betovo Team

Dear Betovo Casino,

thank you for your response.

Dear Misterx113, 

to verify that your deposit was not refunded, could you kindly provide your bank statement from the date you transferred your funds to the casino up to the present date? My email is [email protected].

Hallo Katharina,

Ich habe dir die Kontoauszüge geschickt.

Dear Misterx113, 

thank you for your email.

I appreciate your promptness in sending the statements up to January 23, 2025. Could you please provide me with the statement updated to today's date? Thank you.

Der Kontoauszug ist vom 03.02.2025 (gestern). Das Datum entnehmen Sie oben Rechts in der Ecke. Seit dem 23. Januar wurden auf der Kreditkarte keine Buchungen mehr get?tigt. Deswegen sind Sie wahrscheinlich davon ausgegangen, dass der Kontoauszug vom 23. Januar ist!?

Dear Betovo Casino,

following the receipt of evidence from Misterx113 that corroborates his statements, I would like to respectfully request that you verify this deposit once more.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for mentioning us on this matter.

We understand that the situation this customer is facing is a sensitive one, and we want to reassure you that we are here for our customers at any time should anyone encounter any difficulties. The satisfaction of our customers is important to us, and we are committed to assisting throughout these processes.

After conducting a thorough review with our payments team, we have confirmed that all the transactions in question were refused. In light of this, we strongly recommend that the customer reach out directly to their bank, as communication with the bank is a key point in resolving this matter efficiently.

Should you need any further assistance or clarification, please don't hesitate to reach out. We're here to help.

Thank you for your understanding, and we appreciate your patience as we work together to resolve this.

Best regards,

Betovo Team

Wie bereits mehrfach beschrieben und den Schriftverkehr mit der Bank auch vorgelegt: Die Bank best?tigt, dass beide Zahlungen (851 Euro + 900 Euro) fehlerfrei durchgeführt wurden und dem Empf?nger gutgeschrieben wurden!

Alleine an der Aussage des Casinos sieht man schon, dass es sich um eine Lüge handelt! Das Casino behauptet alle Transaktionen wurden abgelehnt! Die Transaktion über 851 Euro am selben Tag wurde n?mlich nicht abgelehnt !

Dear Betovo Casino,

thank you for the update.

Dear Misterx113, 

I acknowledge the frustration you are experiencing, and I would like to emphasize the importance of exercising patience in situations like this. Given that the casino has clearly stated that they have not received the funds, I recommend that you visit your bank once more, explain the circumstances surrounding these payments, and request that they attempt to track them down again. Should you receive the same response as before, we can then discuss the next steps to take.

Ich habe heute erneut mit der Bank telefoniert. Diese best?tigte mir erneut, dass die Zahlungen über 851 Euro und 900 Euro am 19.12.2024 erfolgreich an Article Alchemy übermittelt wurden.

Die Bank hat mir vorgeschlagen eine Strafanzeige wegen Betrugs zu stellen.

Wenn sich das Casino weiterhin gegen die Rückzahlung der 900 Euro weigert werde ich dies wohl tun müssen.

K?nnen Sie mir die Adresse und den Gesch?ftsführer des Casinos nennen?

Dear Misterx113, 

Could you kindly request your financial institution to provide the transaction number for the specific transaction we are trying to locate? Please send those to my email: [email protected].

Thank you for reaching out, and for the information shared in the latest message. We understand how important it is to resolve these issues, and we are committed to reaching the best possible outcome for you.

After thoroughly reviewing and submitting a new revision request to the payment provider, for all the transactions involved in the timeframe described, we have confirmed that unfortunately, all of them were declined. The reasons for the declines are various, involving the incorrect data submitted at the time of completion of the deposit request, and subsequent temporary suspension of the deposit method for security reasons.

After multiple attempts that were completed with incorrect data, the deposit method was temporarily suspended, due to more than three unsuccessful attempts, each caused by previous declines.

We are committed to helping you and if you continue to face issues we recommend contacting your bank or card issuer to ensure there are no restrictions on your account.

Best Regards

Dear Betovo Casino,

thanks for the message.

Dear Misterx113,

given that the casino has presented compelling evidence of never receiving your funds, I recommend contacting your bank to initiate a trace of the funds using the transaction number. Please request that any findings be provided in writing.

Welche Beweise hat das Casino denn vorgelegt? Ich habe keinen einzigen Beweis gesehen, sondern nur Lügen geh?rt vom Casino.

Das Beste ist, dass Sie erz?hlen, dass keine Einzahlung eingegangen ist obwohl 825 Euro gutgeschrieben wurden.

Ich stehe im st?ndigen Austausch mit meiner Bank und meine Bank hat die erforderlichen Unterlagen für die Strafanzeige bei der Polizei schon bereit gestellt!

Sollte Casino Guru wirklich Interesse daran haben betrogenen Spielern zu helfen, dann nennen Sie mir die Adresse und den Namen des Gesch?ftsführer vom Betovo Casino.

Dann werde ich zur Polizei gehen und Strafanzeige stellen.

Sollten Sie irgendwelche Ausreden haben warum Sie mir dir Daten des Casinos und den Namen des Gesch?ftsführers nicht zur Verfügung stellen k?nnen, dann beweist es ein weiteres Mal, dass Casino Guru keinen Spielern sondern nur ILLEGALEN Casinos hilft!

Dear Misterx113,

I understand your frustration and irritation regarding this matter. I share your concern regarding the location of your funds and am actively working to trace them. To date, I have received documentation from the casino that supports their assertion of not having received the €900. Have you recently received any written confirmation from your bank that they have located the funds using the provided tracking number? Furthermore, did your bank utilize a payment provider for this transfer? If so, could you please identify the provider and confirm whether they have been contacted regarding the location of the funds?

Unfortunately I am unable to share the specific information you requested, as it is considered confidential.

Meine Bank hat mir mehrfach mitgeteilt, dass die Zahlungen alle dem Empf?nger gutgeschrieben wurden. Diese Unterlagen haben ich Ihnen bereits alle weitergeleitet.

Ebenfalls hat die Bank mitgeteilt, dass das Casino illegalen Methoden in der Verschleierung von Transaktionen anwendet. VISA untersagt alle Zahlungen an Online Casinos! Daher verschleiert das Online Casino die Zahlung!

Ich habe nun Strafanzeige erstattet. Ebenfalls habe ich Casino Guru bei Verbraucherschutz gemeldet.

Das was Sie machen hat n?mlich nichts mit Verbrauchersschutz zu tun. Das einzige was Sie machen ist das Sie illegalen Casinos dabei helfen Menschen abzuzocken. Herr Holubek wird sich über seine Anw?lte rechtlich dazu ?u?ern müssen.

Dear Misterx113,

Let's all remember to maintain a respectful and polite tone in our communication throughout this thread.

Based on your message, am I correct in assuming you wish to close your complaint with Casino Guru?

Sie verarschen hier Leute und decken Betrüger!

Dear Misterx113,

Please accept this email as notification that I am closing this case due to a lack of necessary documentation. As previously communicated on multiple occasions, I require a written statement from your bank confirming they traced the transaction in question using the provided transaction number. Despite my requests, I have not received this document.

While I understand this is likely not the outcome you hoped for, successful mediation requires cooperation from both the casino and the player. Unfortunately, it appears my requests for essential information were not being fully addressed. Without the requested documentation, I am unable to proceed with the investigation. Thank you for your time.

In the meantime, I recommend you contact the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Katarina