Dear Guru Team,

I am reaching out for your support after experiencing what I believe to be deeply unfair behavior by an Betovo casino.

I made my first deposit of USD 100 and received aUSD €100 bonus. I played exclusively on one slot, Big Bad Wolf, and managed to increase my balance to USD461. When checking the bonus status in the casino interface, I noticed a button labeled "Cancel Bonus." I clicked it, expecting only the bonus amount to be removed. The bonus amount at the cashier was shown as USD100.

There was no warning or message indicating that my winnings would be forfeited. The bonus amount was clearly stated as USD100. After clicking the button, my balance dropped to USD361—reflecting the removal of the USD100 bonus, which seemed reasonable at the time.

I then submitted my documents for account verification. However, two days later, I received an email from the casino stating that by canceling the bonus, I had forfeited all my winnings, and only USD100 (my deposit amount) now remains on my balance.

"As stated in our terms and conditions (section 23.6), you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section".

In my view, this is misleading and unacceptable. The platform failed to provide transparent information or adequate warnings before taking such a drastic action. Also - the winnings were not even forfeited during the withdrawal - it was done manually by the casino people 2 days later. I believe this conduct is unfair and violates basic consumer rights. One can assume that this kind of setup is done intentionally in order to lure a play to cancel the bonus and later to forfeit all of his/her winnings.

I kindly ask for your help in addressing this situation and restoring what I rightfully earned. I am ready to finish the wagering requirements if necessary.

Thank you in advance for your time and support.

Dear zikomat,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Terms and Conditions of Betovo Casino and found the following relevant sections:

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 [email protected]. 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.

To better understand what happened in your case, could you please clarify the following:

• How was your balance displayed in your account after activating the deposit bonus? Was it shown entirely as "casino bonus," or did you see both "real money" and "bonus money" listed separately?
• How much of your balance had been wagered at the time you cancelled the bonus?
• Could you request the casino to send you your full gaming history in Excel format, covering the period from when you activated the bonus up to the moment you cancelled it? Once you receive it, please forward it to me at [email protected].

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

Hello

The balance was shown separately (if I remember it right now)

I don't remember exactly - but I only wager my deposit amount, never touching the bonus amount

I will request my gameplay history from the casino today and will send it to you when and if they will send it to me

The casino has ignored my request for EXCEL game history

Please forward me the communication between you and the casino regarding your request for the gaming history at [email protected]. Thank you for your cooperation.

Below is all communication:

Me: Hello

I need you to send me my gameplay history at your casino in EXCEL format.

Thank you

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Casino's reply:

To proceed with your request, we kindly ask you to verify your identity to safeguard your personal information. Please provide us with the following details:

- name

- date of birth

- address

- mobile phone number

- payment methods used 

- games you played the most with us

----

My reply:

My account was FULLY verified at your casino. I do not have any intention to verify it again. Please, send me my gameplay history at your casino ASAP.

-----

Casino: no reply

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I have to note that casino has my passport, my utility bill, my selfie, my phone number, date of birth. They fully verified my account long time ago.

Regards

Thank you for your message. Please note that the casino is not requesting you to repeat the full account verification process. They are simply asking you to confirm some personal information in order to send you your gaming history.

If you wish to proceed, kindly provide the requested details and fill out the necessary fields as instructed by the casino.

Thank you for your understanding.

Ok, I will provide them with the information which they already have. Again.

I have just sent all the requested information to Betovo casino

Thank you for letting me know. Please forward me your gaming history as soon as you receive it at [email protected].

2 days have passed- no reply from casino yet

Thank you for the information. Please let me know when you receive the requested file from the casino so that we can continue with the investigation of your complaint.

It solely depends on the casino. At the moment - nothing received from them

Hello zikomat,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear zikomat, Have you received your gaming history in the meantime? If so, kindly forward it to me at [email protected]. Thank you for your cooperation.

No , I haven't received anything from the casino

Thank you very much, zikomat, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([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.

Hello there,

Thank you zikomat for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betovo Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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 the opportunity to provide a response to this matter.

We fully understand that winnings play a significant role in your gaming experience at our casino, and we are committed to providing transparent and respectful communication in such matters.

Firstly, we would like to highlight an important part of our Terms & Conditions:

"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 [email protected]. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided."

The bonus in question was the Welcome Casino Bonus, which, according to our system logs, was cancelled on 17-04-2025 at 09:10:08 UTC. It is important to note that bonuses may be cancelled by players directly, and this process includes a pop-up window that requires double confirmation to ensure intent.

Additionally, another relevant section of our Terms & Conditions states:

"23.17. The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player."

In line with this provision, the deposit amount was returned accordingly.

We fully acknowledge that this outcome may be disappointing. However, we strive to ensure all processes remain fair and consistent with our Terms & Conditions to maintain a user-friendly experience for all players.

Lastly, we would like to inform you that you may proceed to withdraw the remainder of your balance once the verification process has been completed. Additionally, a detailed response regarding your transaction history has already been provided.

We appreciate your understanding, and thank you for your continued patience.

Kind regards,

Betovo support Team

I will repeat what I stated in my initial post:

After I clicked on Cancel Bonus button - only the amount of the bonus was removed. My winnings were removed manually by the casino several days later. Moreover- there was no any warning about possible removal of the winnings - otherwise I would never cancel the bonus. And there could not be such a message since winnings WERE NOT removed after I clicked the cancel button.

I have sent my gameplay history which was provided to me by the casino to the Veronika's email.

Thank you for the update Betovo Casino representative. Would it be possible to provide me with the player's betting history? As the player correctly pointed out, your terms and conditions state that the players have the right to cancel any bonuses before proceeding to their wagering, without losing their own funds. I would like to review and verify that the player was only playing with real funds, and as such, only their bonus funds should've been cancelled. You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Dear zikomat, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Ok