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Good afternoon, esteemed Casinoguru team,

Before the start of 2026, I created an account to bet with Betobet.

The thing is, after a while, I noticed certain limitations on the bets or games I could place at the casino. I decided it was time to withdraw my balance and go to another casino.

When I try to withdraw, they reject me and tell me that I must make a Rollover for a value of 5 times the amount I had put in Deposit according to their rules.

However, I comply with the regulations and I do so.

I must point out that I find these conditions completely abusive, but I decide to do it by playing the entire Rollover on roulette and other games of chance.

When I inquire about withdrawing, they themselves tell me that the Rollover is completed, however I keep getting notifications that I have to bet 5 times the amount deposited.

I'm showing the email:

(****************************)

Hello!

We hope this message reaches you safely.

We are unable to process your recent withdrawal request as it does not currently meet the wagering requirements.

As described in our Terms and Conditions, all deposits must be wagered exclusively on our website and are subject to a 5x wagering requirement before any withdrawal is approved.

For example, a deposit of 100 BRL requires a minimum wagering requirement of 500 BRL in order to withdraw.

Once this requirement is met, you can resubmit your withdrawal request and we will gladly process it promptly.

We sincerely appreciate your understanding and cooperation.

Sincerely.

Customer Service Team

www.betobet.com

(****************************)

Following this email, I wrote to them again to ask how much of the rollover I still needed. A person (or so I understand) then indicated that my rollover was complete.

Now, according to them, I have to follow a procedure. After waiting three months to withdraw my balance, a procedure? And they still haven't told me anything!

Likewise, when I tell them that if they don't credit my balance I will be forced to file a complaint with Casinoguru or on social media, they tell me "not to threaten" and to follow the procedure.

I want to make it clear that I don't threaten anyone (among other reasons because it's not my style), but if they don't pay me, I'll have to make them aware of the problem I have with them.

I find this casino's treatment of its customers incredibly unprofessional and unforgivable. It's a complete lack of respect for the customer.

I am making all this known to those who wish to play with them so that they do not have to find themselves in the same situation and treatment that I have been subjected to.

Finally, I await your decision to take my case and expedite this process as you have done previously.

Warm regards

Buenas tardes estimado equipo de Casinogurú,

Antes de que empezara el presente año 2026, cree una cuenta de para apostar con Betobet.

El caso es que, pasado un tiempo, noté ciertas limitaciones en las apuestas o jugadas en el casino que podía realizar. Decidí que era el momento de retirar mi saldo e irme a otra Casa.

Al intentar retirar me rechazan y me indican que debo efectuar Rollover por un valor de 5 veces el importe que había metido en Depósito según sus normas.

No obstante, cumplo con la normativa y lo hago.

Debo resaltar que me parecen unas condiciones completamente abusivas, pero decido hacerlo jugando todo el Rollover en ruleta y juegos de azar.

Cuando consulto para retirar me indican ellos mismos que el Rollover está completado, sin embargo me saltan constantes notificaciones que me indican que tengo que apostar 5 veces lo depositado.

Muestro el correo:

(****************************)

¡Hola!

Esperamos que este mensaje le llegue bien.

Le informamos que no podemos procesar su reciente solicitud de retiro, ya que actualmente no cumple con los requisitos de apuesta.

Como se describe en nuestros Términos y Condiciones, todos los depósitos deben apostarse exclusivamente en nuestro sitio web y están sujetos a un requisito de apuesta de 5x antes de que se apruebe cualquier retiro.

Por ejemplo, un depósito de 100 BRL requiere un requisito de apuesta mínimo de 500 BRL para poder retirar.

Una vez cumplido este requisito, puede volver a enviar su solicitud de retiro y con gusto la procesaremos con prontitud.

Agradecemos sinceramente su comprensión y cooperación.

Atentamente.

Equipo de Atención al Cliente

www.betobet.com

(****************************)

A partir de este correo les escribo nuevamente y les digo que cuánto Rollover me falta. Me indica, ahora una persona (o eso entiendo), que mi Rollover está completado.

Ahora, según ellos, debo seguir un procedimiento. ¿Después de 3 meses esperando a retirar mis saldo un procedimiento?. ¡¡Y aún no me han dicho nada!!

Asimismo, cuando les indico que si no me abonan mi saldo me veré abocado a poner una incidencia en Casinogurú o Redes Sociales me indican que "no amenace" y que siga el procedimiento.

Les indico que yo no amenazo (entre otras porque no es mi estilo), pero que si no me abonan tendría que poner en conocimiento el problema que tengo con ellos.

Me parece que la forma de operar de este casino para con sus clientes es de una tremenda falta de etiqueta e imperdonable. Lo que viene siendo una falta de respeto al cliente.

Pongo en conocimiento todo esto para aquellas personas que deseen jugar con ellos para que no tengan que verse en la misma tesitura y trato al que me he visto yo sometido.

Finalmente, quedo a la espera de que cojáis mi caso y podáis agilizar este proceso como anteriormente lo habéis hecho.

Un cordial saludo

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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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• According to the attachment in your message, the rollover requirement has been met. Have you tried applying for a new withdrawal?
• Could you please confirm that you have passed the KYC verification in this casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

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

Dear JoseRD,

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,

Attila