BetiBet Casino - Играчът вярва, че изтеглянето се бави.

I have passed KYC but I'm unable to withdraw. They cancel my withdrawal. I have 2 pending withdrawal of €1000 each.

My other biggest problem is that I tried to withdraw 450 but accidentally deposited thuds amount to my account. There was no need for it since I have money in that casino. Because of this they are asking me to wager 1300 before I can withdraw. Under their terms and conditions 14.1 I am allowed to request a refund within 24 hours but they have refused this.

I am asking to get a refund of 450 since then my wagering will be cancelled as it only occured due to me making deposit instead of withdrawal. I didn't play on this casino since deposit add therefore didn't violate any terms add condition. Since I'm fully aware once I play I am not allowed to see ok refund.

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.

Dear Valnenaepal,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have fully passed my KYC and it's not about my pending withdrawal.

It's about them refusing me of my deposit refund that I accidentally made, instead of withdrawal. They declined me and violated T&C 14.1

Dear CasinoGuru Team,

I am submitting a formal complaint regarding BetiBet Casino and the handling of my account.

Issue Summary:

My account had €460 in winnings, fully available for withdrawal.

On 26.12, I accidentally deposited €450. I did not accept any welcome bonus with this deposit and have not played any games since depositing.

The casino is now claiming that I cannot withdraw any funds until I wager the deposit, and are applying this to my entire balance (€910).

Why this is incorrect:

No bonus was accepted, so no wagering requirement should apply.

My €460 balance consists of pre-existing winnings, which were already withdrawable. Clause 9.7 only applies to deposits, not winnings.

The accidental deposit of €450 cannot retroactively lock my winnings.

According to Terms & Conditions 14.1, I am entitled to request a refund of an accidental deposit.

Actions requested:

Release my €460 winnings immediately.

Refund my €450 accidental deposit as per T&C 14.1.

I will attach screenshots of chat conversations with BetiBet support, including their statements regarding wagering requirements and deposit handling.

I request urgent attention to this matter and confirmation that both the winnings and deposit refund will be processed promptly.

Sincerely,

Dear Casino Guru,

I would like to clearly explain my situation and what I am requesting.

On 26.12.2025, I accidentally deposited €450 into my Betibet account. This deposit was made by mistake. I intended to withdraw funds, not deposit, as I already had sufficient balance on my account.

The deposit was not intentional and was made only because the withdrawal process had issues.

Before this accidental deposit, I already had €460 on my account, which were legitimate winnings. These funds:

Existed before the €450 deposit

Were not wagered again

Were not bonus-related

Were not mixed with the accidental deposit.

I attempted to withdraw these €460 winnings, but my withdrawal requests were cancelled by the casino, despite my account being KYC-verified. Because the withdrawal was cancelled, I remained in the withdrawal process, which directly led to the accidental deposit, even though no additional funds were required and I had no intention to deposit.

Immediately after noticing the mistake:

• I did not use the €450
• I did not place any bets
• I did not accept any bonus or promotion

I requested a refund of the accidental €450 deposit, relying on Betibet’s Terms and Conditions, clause 14.1, which allows refunds where funds have not been used. Despite this, Betibet refused to refund the deposit and instead informed me that I must wager approximately €1,300 before any withdrawal is allowed. I believe this requirement is unfair and contradicts their own terms, as no service was used and no wagering took place.

For clarity:

• No bonus was accepted
• No wagering occurred
• The €460 winnings were untouched
• The €450 deposit was accidental and unused

The refund was requested immediately

The payment was processed via Payabl, an EU-regulated payment provider, which further supports my position that EU consumer protection standards should apply.

What I am requesting through Casino Guru mediation is straightforward:

A full refund of the accidental €450 deposit to the original payment method.

I am not requesting a refund of my €460 winnings. I am only explaining their role to provide full context and to show that there was no need for an additional deposit in the first place.

Thank you for your assistance. I am happy to provide any supporting screenshots or documents if needed.

Kind regards,

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

Dear Valnenaepal,

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

We’ve reopened this complaint at the request of Valnenaepal. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Valnenaepal, could you please update us on your withdrawal?

Dear Attila,

I have €911 in my balance that they don't allow me to withdraw due to wagering. But it is all wrong, I have screenshots from their support and the casino violated their terms and conditions.

I had €460 on my account winnings, no restrictions. I accidentally lodged 450 instead of withdrawal. I contacted their support asking for a refund I did this straight away before 24h as stated in their terms and conditions 14.1 but they declined and now forcing me to wager €1300.

Dear Valnenaepal, thank you for your response. I have read the casino's refund policy and this is what I have found:

14.1. Requests for refund of a legitimate transaction must be submitted within 24 hours of the transaction. If you allege that someone else accessed your Account, you have 30 calendar days from the date you first became aware of the unauthorized access.

Could you please confirm whether you have requested the refund within 24 hours of the transaction? If so, could you please forward your correspondence with the casino and attach a screenshot or bank statement confirming the time of your deposit?

Additionally, have you made any previous deposits in BetiBet Casino?

Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Thank you very much in advance for your reply.

Dear Attila,

I have sent an email to you.

Thank you

Dear Valnenaepal, thank you for your email.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: before and after you made the deposit on December, the 26th.

Thank you in advance for your reply.

Dear Attila,

I have requested it, but chances are we might wait long time since they couldn't confirm when I will receive it.

Regards,

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

Dear Valnenaepal,

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