Betista Casino - Играчът иска възстановяване на сумата, след като самоизключването му е било пренебрегнато.

Subject: Complaint regarding disregard of my self-exclusion and demand for reimbursement of my losses from Betista.com

Dear CasinoGuru Team,

I am contacting you because I feel seriously let down and unprotected by the online casino Betista.

Within a period of about one month, I lost approximately €4,500. These losses are directly related to an existing gambling addiction, which I explicitly disclosed to the casino.

I have requested Betista to self-exclude twice in writing via email:

November 7, 2025

November 26, 2025

In both emails I clearly and unambiguously explained that I am addicted to gambling and want to be immediately excluded from the game.

Despite these clear self-exclusion requests, my account was not blocked, and there was no response from the casino.

On the contrary:

I continued to receive promotional emails and game incentives, which drastically worsened my situation and tempted me to gamble again. I find this extremely irresponsible and emotionally very stressful.

While I have received some payouts, these are insignificant compared to my overall losses. Furthermore, I currently lack access to my complete deposit and loss history, which makes a transparent analysis even more difficult.

My player data:

Casino: Betista

Player name: Dren99

Email: d******x.de

In my view, Betista grossly violated its duty of care regarding player protection by:

My self-exclusion was ignored

Advertising continued to be sent

No protective measures were taken, even though my gambling addiction was known.

I therefore request CasinoGuru's support and mediation to explore the possibility of a refund for my losses incurred after my initial self-exclusion email of November 7, 2025. The second email was sent on November 26, 2025.

This situation has put a heavy strain on me, both financially and mentally. I had expected protection and support – instead, my condition worsened.

Thank you very much for your time and your help.

Betreff: Beschwerde wegen Missachtung meines Selbstausschlusses und Forderung auf Rückerstattung meiner Verluste von Betista.com

Sehr geehrtes CasinoGuru-Team,

ich wende mich an Sie, da ich mich vom Online-Casino Betista schwerwiegend im Stich gelassen und nicht geschützt fühle.

Innerhalb eines Zeitraums von etwa einem Monat habe ich ungefähr 4.500 € verloren. Diese Verluste stehen im direkten Zusammenhang mit einer bestehenden Spielsucht, auf die ich das Casino ausdrücklich hingewiesen habe.

Ich habe Betista zweimal schriftlich per E-Mail um einen Selbstausschluss gebeten:

07.11.2025

26.11.2025

In beiden E-Mails habe ich klar und unmissverständlich erklärt, dass ich spielsüchtig bin und sofort vom Spiel ausgeschlossen werden möchte.

Trotz dieser eindeutigen Selbstausschluss-Anfragen wurde mein Konto nicht gesperrt, und es erfolgte keinerlei Reaktion seitens des Casinos.

Im Gegenteil:

Ich erhielt weiterhin Werbe-E-Mails und Spielanreize, was meine Situation massiv verschärft hat und mich erneut zum Spielen verleitet hat. Dies empfinde ich als äußerst verantwortungslos und emotional sehr belastend.

Zwar habe ich einzelne Auszahlungen erhalten, diese stehen jedoch in keinem Verhältnis zu meinen Gesamtverlusten. Zudem habe ich aktuell keinen Zugriff auf meine vollständige Einzahlungs- und Verlusthistorie, was eine transparente Aufarbeitung zusätzlich erschwert.

Meine Spielerdaten:

Casino: Betista

Spielername: Dren99

Mail: d******x.de

Aus meiner Sicht hat Betista seine Sorgfaltspflicht zum Spielerschutz grob verletzt, indem:

mein Selbstausschluss ignoriert wurde

weiterhin Werbung versendet wurde

keine Schutzmaßnahmen ergriffen wurden, obwohl meine Spielsucht bekannt war

Ich bitte CasinoGuru daher um Unterstützung und Vermittlung, um eine Rückerstattung meiner Verluste zu prüfen, die nach meiner ersten Selbstausschluss-Mail vom 07.11.2025 entstanden sind. Die zweite wurde am 26.11.2025 versendet.

Diese Situation hat mich finanziell und psychisch stark belastet. Ich hätte mir Schutz und Unterstützung erwartet – stattdessen wurde mein Zustand verschlimmert.

Vielen Dank für Ihre Zeit und Ihre Hilf

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 Betista 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 managed to reach live chat support after you learned the casino didn't process your request? With what result?
• When was the last time the casino allowed you to deposit?
• Have you managed to unsubscribe from the casino's marketing communication?
• 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 self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

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 Betista 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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I was only banned today after repeatedly drawing attention to my addiction.

Now I was referred back to support via email, who again are not responding.

I absolutely insist on a refund.

My refund request has not been answered.

I explicitly referred to my gambling addiction in the application for closure.

Hallo, ich wurde heute erst gesperrt, nachdem ich wiederholt auf meine Sucht aufmerksam gemacht habe.

Nun wurde ich auf den Support per Mail wieder verwiesen, der mir wieder nicht antwortet.

Ich bestehe unbedingt auf eine Rückerstattung.

auf meine Rückerstattungsanfrage wurde nicht reagiert.

Ich habe ausdrücklich auf meine Spielsucht verwiesen beim Schließungsantrag.

I must add that I don't have access to the exact amount of my losses. The 4500 euros is merely an approximate estimate of the deposits I made via my bank account or Paysafecard.

I have already requested a transaction list.

Regards, Dren

Dazu muss ich sagen dass ich keinen Zugriff habe auf die direkte Summe meiner Verluste. Die 4500 Euro sind lediglich eine ungefähre Schätzung meiner Einzahlungen die ich über mein Konto oder Paysafecard getätigt habe.

Ich habe eine Transaktionsliste bereits angefragt.

gruss Dren

Dear Dren99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Dren99,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Betista Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Betista Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

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.

If they don't respond after this week, is legal action my only remaining option?

Bleibt mir nur noch der Rechtsweg wenn sie nach dieser Woche nicht antworten ?

Hello Kubo, I received an email from betonst stating that they are now taking care of the matter.

I would ask you to extend the deadline again if it is within your power to do so.

I've attached the email here.

hallo Kubo, ich habe eine Mail von betonst erhalten, dass sie sich der sache nun annehmen.

Ich würde dich bitte die Frist bei Ablauf nochmal zu verlängern, wenn es im Rahmen des möglichen ist.

die Mail hänge ich hier an.

Hello,  

Thank you for notifying us!  

We would like to highlight that the request has been referred to the relevant internal team for further review.  

This response is provided for informational purposes only and does not constitute an admission of liability, acceptance of the claims raised, or confirmation of any remedy. 

Your patience is greatly appreciated, and an update will be provided once our review has been completed.  

Best regards,  

Betista Team  

Betista Team Halle

I've been told for a month now that an exam is taking place.

I'm starting to lose faith in this.

How long does one investigate a case where it is clear and obvious that there was no reaction to my ban for gambling addiction?

greeting

Halle Betista Team,

mir wird schon seit 1 Monat gesagt dass eine Prüfung stattfindet.

Ich vertraue der Sache langsam nicht mehr.

wie lange prüft man einen Fall, wo klar und deutlich hervorgeht, dass nicht auf meine Sperre wegen Spielsucht reagiert wurde?

Gruß

Hello Dren99,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Kubo, Betista still isn't responding. What would be a reasonable timeframe for reviewing the case?

I also haven't received the requested overview of my deposits and withdrawals. I requested this in mid-December.

That can't be legal.

hallo Kubo, betista reagiert wieder nicht. Wie sieht eine angemessene Zeitspanne zur Prüfung des Falles aus ?

eine angefragte Übersicht meiner ein und Auszahlungen habe ich auch nicht erhalten. Diese habe ich Mitte Dezember angefragt.

das kann doch nicht rechtens sein.

Hello Everyone,

I sincerely apologize for my recent unresponsiveness due to work unavailability.

Dear Betista Casino,

It has been more than two weeks since your initial response, and I believe the internal review should now be complete. Could you please share the outcome of this review at your earliest convenience?

Thank you for your cooperation.

Hello, 

Thank you for your continued correspondence regarding this matter. 

While the assessment is ongoing, our priority remains to ensure that all relevant aspects are reviewed thoroughly and in accordance with applicable standards, with due regard to the integrity and security of the information involved. 

At this stage, we can confirm that all details outlined in this thread are currently under review. Further considerations and next steps will be assessed in due course and addressed as appropriate. 

Best regards, 

Betista Team

Dear Casino Guru Team, I have been constantly put off and left in the dark there for almost 2 months.

That's not normal.

sehr geehrtes Casino Guru Team, genauso werde ich dort seit fast 2 Monaten dauerhaft vertröstet und im Dunklen stehen gelassen.

das ist nicht normal.

How can Betista Casino still be above average in the security index?

I hope this ends soon.

wie kann das Betista Casino im Sicherheitsindex noch über dem Durchschnitt sein ?

hoffe das hat bald ein Ende.

Hello Dren99,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Betista Casino,

It has been over a month since you engaged in this resolution process, yet we have not received any updates from your side.

The player submitted two self-exclusion requests in November 2025 due to gambling-related issues, both of which were ignored. As a result, the player incurred losses during a period when their account should have been closed. From an objective standpoint and according to our perspective, the player should be refunded for the funds lost during this timeframe.

If you disagree with this assessment, please share your viewpoint. We kindly request that you refrain from any further delays in addressing this matter.

Thank you for your prompt attention.

Hello Kubo,

What is the next step if Betista does not propose a solution?

greeting

Hallo Kubo,

was ist der nächste Schritt, sollte Betista keine Lösung vorschlagen ?

gruss

Hello,

Our assessment is approaching its final stage, and we are in the process of finalizing the elements reviewed so far.

In order to properly communicate the outcome of this review within the complaints framework, it may be necessary to transmit certain relevant details to the platform overseeing the process. This may involve the disclosure of limited personal data, which would be processed strictly in accordance with applicable data protection laws and established confidentiality requirements.

Accordingly, we kindly request the player’s confirmation as to whether they agree to such disclosure.

Should consent be granted, any information shared will be limited to what is strictly necessary and handled in line with applicable data protection standards and confidentiality obligations.

Best regards,

Betista Team

I agree. You may provide all information to Casino Guru.

Ich bin damit einverstanden. Ihr dürft alle Informationen an Casino Guru ausstellen.

Has this happened now?

Ist dies nun Geschehen?

Dear All,

My name is Michal, and I am stepping in to handle this complaint as my colleague Kubo is currently unavailable to finalize the resolution process for this case.

Thank you for your understanding.

Dear Betista Team,

I have examined this case, and as my colleague Kubo has communicated our stance in similar situations, I trust you understand the necessary steps that are anticipated.

Should you feel that the circumstances may differ, please do not hesitate to share your insights either here or directly with me at [email protected].

I remain hopeful that we can arrive at a timely, suitable resolution.

Will I also be notified of the exact outcome?

This whole process is taking a huge amount of time.

Bekomme ich dann auch Bescheid, was genau da rausgekommen ist ?

dieser ganze Prozess zieht sich gewaltig.

Hello,

Thank you for your continued patience while this matter has been carefully reviewed.

Following a comprehensive internal investigation, we would like to clarify the sequence of events.

Upon receipt of the request, the matter was escalated to the relevant department and assessed in accordance with our established internal policies and responsible gaming procedures. The necessary measures were implemented in due manner, and the account was closed at the time the request was received, following the required internal verification steps.

Accordingly, the request presented in this thread cannot be accommodated.

We further confirm that the player’s account remains permanently closed, and appropriate internal safeguards have been applied to prevent any future reactivation.

Best regards,

Betista Team

This answer is a slap in the face for every player!

Casinoguru has all the evidence. Does this mean you consider it legal if I submit a self-exclusion request on November 7, 2025, and you only block my account on December 17, 2025?

You stretched this process out to almost 3 months to announce that you are unaware of any wrongdoing?

The account was definitely not immediately blocked; that's a lie you can't possibly tell. 😂😂

@casino-guru, if you need further proof that I was able to deposit a fortune even though I should have been banned, please let me know.

This case will definitely be reopened. It's a complete scam and will be reported to the German press immediately.

Diese Antwort ist ein Schlag ins Gesicht für jeden Spieler !

Alle Beweise liegen Casinoguru vor. Bedeutet ihr findet es rechtens, wenn ich am 07.11.2025 einen Antrag zum selbstausschluss stelle und ihr erst am 17.12.2025 meinen Account blockiert?

Ihr habt dieses Verfahren auf fast 3 Monate gestreckt, um mitzuteilen dass ihr euch keine Schuld bewusst seid ?

Das Konto wurde definitiv nicht umgehend gesperrt, das ist eine Lüge die ihr nicht bringen könnt. 😂😂

@casino-guru, solltet ihr weitere Beweise brauchen, dass ich ein halbes Vermögen einzahlen konnte, obwohl ich hätte gesperrt sein müssen, gerne Bescheid geben.

Dieses Verfahren wird definitiv wieder aufgerollt werden. Das ist ein einziger Scam & wird mit sofortiger Wirkung zur deutschen Presse gehen.

Furthermore, I have still not received a transaction list, which I have requested several times.

In isolated cases, I actually still have evidence that I was able to deposit and play well after November 7, 2025, as here for example.

December 9, 2025

Luckily, it even has a transaction ID printed on it.

funny.

I will also share further evidence with the press. I had hoped to find a normal solution here.

You are absolute scammers and this will continue for a long time.

Zu dem kam bis heute keine Transaktionsliste bei mir an, die ich mehrmals angefordert hatte.

vereinzelt habe ich tatsächlich noch Beweise dass ich weit nach dem 7.11.2025 noch einzahlen & spielen konnte wie hier zum Beispiel.

9.12.2025

sogar eine Transaktions ID steht zum Glück drauf.

komisch.

weitere Beweise werde ich auch der Presse mitteilen. Ich habe gehofft hier eine normale Lösung zu finden.

ihr seid absolute scammer und das wird noch weit gehen.

Dear Dren99,

Please forward me all your communication with the casino team, including the emails where you requested your account closure due to gaming problems, to [email protected].

Additionally, please forward me evidence of how much you were able to deposit and lose from the request for the account closure until your account was actually closed.

Thank you in advance.

Dear Betista Team,

I must say I'm taken aback by your latest response. I would like to respectfully revisit the timeline of events. As the player mentioned, they submitted a self-exclusion request on November 7, 2025, while the account was blocked on December 17, 2025. A delay of over 30 days in such circumstances understandably raises serious concerns about whether the protective measures were implemented from your side within a reasonable timeframe.

When a player explicitly communicates gambling addiction and requests permanent account closure, it is generally expected that precautionary action is taken without delay. Ensuring swift intervention in these situations is a key element of responsible gambling standards and helps protect vulnerable individuals from further harm.

While we acknowledge that your internal procedures may have been followed, the practical outcome in this case allowed the player continued access to the account, including deposits and gameplay, during the interim period. From a responsible gambling perspective, this is very difficult, if not near impossible, to reconcile with optimal industry practices.

Given the lack of timely action on your side, we believe the player incurred avoidable losses that should be reimbursed. This standard of remediation is increasingly reflected among leading operators, and we welcome the broader adoption of such responsible practices across the industry.

Our primary goal is to reach a fair and balanced outcome for all parties involved. We truly hope this matter can be resolved amicably and without the need to escalate it further.

With this in mind, I kindly ask you to take the appropriate action, as I want to believe you value your customers.

Should you decide to maintain your current position, we will respect that decision; however, the case will be closed as unresolved — specifically, as a failed self-exclusion on the operator’s side. This will negatively impact your casino safety index rating and serve as a cautionary note to other players regarding your practices.

I remain hopeful that a reasonable resolution can still be reached and look forward to your prompt response.

Hello Michal,

I sent you all the relevant information by email.

Hallo Michal,

ich habe dir alle relevanten Infos per Mail zukommen lassen.

Hello,

Thank you for getting back to us.

Your correspondence has been duly forwarded for internal handling and further assessment.

We appreciate your understanding and the time taken to follow up on this matter.

Best regards,

Betista Casino

Dear Michal,

Now we're clearly going in circles again with Betista Casino.

Betista has no serious interest in finding a solution.

We were all able to clearly discuss in this complaint case that they acted incorrectly, and Betista always gives a standard response that something is being investigated, and they let the timer run out almost exactly before responding.

I hereby earnestly request and demand that there be a final SHORT timer for Betista to come forward with a solution or to close this case and allow it to have a negative impact on them.

I can not anymore.

Lieber Michal,

nun drehen wir uns wieder sichtlich im Kreis mit dem Betista Casino.

Es besteht kein ernsthaftes Interesse seitens betista eine Lösung zu finden.

Wir haben alle klar erörtern können in diesem Beschwerdefall, dass sie falsch gehandelt haben und es wird von betista immer eine Standardantwort gegeben, dass etwas geprüft wird & sie lassen den Timer fast exakt ablaufen bevor sie antworten.

Ich bitte und beantrage hiermit ernsthaft, dass es einen finalen KURZEN Timer gibt für betista mit einer Lösung heranzutreten oder diesen Fall zu schließen und es sich negativ auf sie auswirken zu lassen.

Ich kann nicht mehr.

Dear Dren99,

Thank you for your emails and for the response.

Dear Betista Team,

As mentioned previously, our goal is to achieve a fair and balanced resolution for everyone. We're hopeful this matter can be resolved without unnecessary delays.

I kindly request your prompt attention to this case.

And now they are waiting for the end of the deadline to demand even more time.

unbelievable

& nun wird wieder das Ende der Frist abgewartet um noch mehr Zeit zu fordern.

unfassbar

Hello Michal,

Thank you for your follow-up.

We would like to clarify the timeline reflected in our systems.

Based on the information available in our support system records, the request was received through our official communication channels at a later stage than the date indicated by the customer. Upon becoming aware of the request, the matter was promptly escalated to the relevant team and processed accordingly on 17 December 2025. Following the required internal review and verification steps, the player’s account was closed on the same date.

In line with standard industry practice, self-exclusion takes effect from the moment the operator receives and processes the request. Funds deposited and used for gameplay prior to the implementation of account closure cannot be reinstated, as casino products are consumed instantly at the time of play and the transactions are final.

At present, our records do not reflect the formal receipt of a self-exclusion request through the operator’s designated support channels prior to the stage referenced above. While the player did interact with our support team via chat on other matters during that period, this specific request was not formally received through the applicable channels until that point.

Accordingly, based on the records available within our systems, the request was processed once it became visible to the operator, and the account closure was implemented in accordance with the applicable procedures.

Best regards,

Betista Team

All the evidence is in Michal/Casino Guru's possession. What Betista is saying here is factually a lie.

The fact that I initiated further steps in mid-December, in addition to my previous ones, to get myself banned, has absolutely nothing to do with the fact that I should have been banned long ago.

I requested two self-exclusions via your official support email address in November, and both were ignored.

Casino Guru has this evidence too, and you as well; for just a few euros, you're really ruining your business.

It's great how things are going here.

alle Beweise liegen Michal/Casino Guru vor. Ist tatsächlich faktisch eine Lüge was hier seitens betista kommt.

Das ich Mitte Dezember noch zusätzlich zu meinen vorherigen Schritten, weitere eingeleitet habe um gesperrt zu werden, hat reingarnichts damit zutun, dass ich schon längst gesperrt hätte sein müssen.

Ich habe über eure offizielle Support Mailadresse im November selbstauschlüsse beantragt ( zwei) und beide wurden ignoriert.

auch diese Beweise liegen Casino Guru vor & auch euch tatsächlich, für die paar Euro macht ihr euch ganz schön das Geschäft gerade kaputt.

klasse wie das hier läuft.

This is the chat in question that Betista is now referring to.

I was only blocked from the moment I contacted VIP advisor Dave with my refund request (who had been advertising the game and giving out bonuses all month).

The two previous self-exclusion requests in November were completely ignored.

It's strange that I was only blocked when I mentioned a refund to a VIP advisor.

On the same day (December 16, 2025), I also contacted Casino Guru. This is all factual and verifiable. You are denying it without any evidence to avoid paying.

This is further proof and very burdensome for you.

das ist der besagte Chat, auf den sich Betista nun bezieht.

Ab dem Moment wo ich mit der Rückerstattungsforderung an den VIP Berater Dave getreten bin ( Der den ganzen Monat auch Werbung zum spielen machte und Boni ausgab), wurde ich erst gesperrt.

Die beiden vorherigen Selbstausschlussanträge im November wurden absolut ignoriert.

schon komisch, dass erst gesperrt wurde, als ich bei einem VIP Berater von einer Rückerstattung sprach.

Am selben Tag (16. Dezember 2025) wandte ich mich auch an Casino Guru. Das ist alles Fakt und belegbar. Ihr streitet ohne jegliche Beweise ab um nicht zu zahlen.

ein weiterer Beweis und sehr belastend für euch.

Dear Betista Team,

Could you please specify the official communication channels available for self-exclusion requests, aside from your designated support email?

Are you suggesting that the email address [email protected], which the player used to submit their self-exclusion request, does not belong to you? If that is the case, could you kindly inform me which Betista casino it is associated with?

Apparently, Betista has changed the sequence of numbers after her name, but this does not change the facts.

Luckily, I kept all the documents.

Anscheinend hat betista die zahlenfolge hinter ihrem Namen verändert, was aber an der Faktenlage nichts ändert.

Zum Glück habe ich alle Dokumente aufbewahrt.

Hello Michal,

Thank you for your message.

As indicated on the website within the Responsible Gaming section, requests related to responsible gaming measures, including self-exclusion, can be submitted by contacting our Customer Support team through the communication options made available to players on the platform.

To clarify our previous response, our position in this matter does not relate to the communication channel itself. Rather, based on the records available within our support systems, we have no record of receiving the emails referenced by the player on the dates indicated.

Additionally, while the player did interact with our support team via chat during that period on other matters, the self-exclusion request referenced above was not mentioned during those interactions.

As previously mentioned, once the request became visible in our system, it was handled through the applicable internal process and the account was closed accordingly.

Best regards,

Betista Team

I'm speechless.

Even Casinoguru's arguments are completely ignored.

Michal, they never intend to compensate for anything.

Using Betista is indeed a waste of time.

Hab da keine Worte mehr für.

Sogar die Argumente von Casinoguru werden absolut ignoriert.

Michal, die haben niemals vor irgendwas zu kompensieren.

das ist tatsächlich Zeitverschwendung mit betista.

Dear Betista Team,

Thank you for your response. However, I feel that my earlier inquiry has not yet been fully addressed, and I would be grateful if you could kindly clarify the following points:

• Could you please confirm whether the email address [email protected], which the player used to submit their self-exclusion request, was operational at that time? If not, when did this address become operational, and what was the correct official email address for responsible gaming or self-exclusion requests during that period?
• Additionally, I would appreciate it if you could clarify which specific request led to the closure of the player’s account, along with the exact time it was received on your end.
• Finally, could you kindly explain why no response was provided to the player’s emails sent on 7 November and 26 November 2025?

I look forward to your timely reply.

Dear Dren99,

Please forward me all your original emails you sent to [email protected] to my email [email protected]

Hi, it's done.

Hallo, ist erledigt.

Hello Michal,

Thank you for your message and for outlining the points you would like clarified.

With regard to your question, the email address referenced by the player formed part of the support contact details used for customer communications on the platform during the relevant period.

However, as a comprehensive overview is required to address the following questions, and due to confidentiality and data protection considerations, the relevant supporting information and additional clarifications will be provided to you separately via email.

Best regards,

Betista Team

No. 1

This brings us back to the point that you ignored my self-exclusion, even though I sent the two emails to your official email address in November.

This is the point of contention we've been discussing all along!

no. 2

Where is the transaction list I've been requesting since December, for which you have a one-month shipping time? Nothing has arrived to this day?

michal, I could also send you proof that I officially requested these via email.

That's such a shame. You make so much money and treat addicts like this.

Nr. 1

Da sind wir wieder bei dem Punkt, dass ihr meine selbstsperre ignoriert habt, obwohl ich die beiden Mails im November, an eure offizielle email Adresse schickte.

dies ist der Streitpunkt über den wir hier die ganze Zeit reden!

nr.2

Wo ist die Transaktionsliste die ich seit Dezember fordere für die ihr 1 Monat Versandzeit habt? Bis heute kam tatsächlich nichts?

michal da könnte ich dir auch noch den Nachweis drüber schicken, dass ich diese ganz offiziell per Mail angefordert habe.

das ist so schade. Ihr verdient euch so einen großen Haufen Geld & geht so mit süchtigen um.

Dear Betista Team,

Thank you for your email containing the information and evidence. I have replied with some additional inquiries and am currently awaiting your response.

Dear Dren99,

I hope this message finds you well. I wanted to follow up regarding your previous communications with the casino live chat. Could you please clarify why you have not inquired about your self-exclusion request during those conversations? I once again confirm that you have made the request via email quite clearly, but did you had any specific reason it was not mentioned in those conversations, especially considering the lengthy delay in receiving a response to your emails?Your insight would be greatly appreciated.

I can answer that quickly and precisely.

-Severe addiction

- Aggressive advertising emails that entice me to gamble, reinforcing my addiction

-Contact via mobile phone number to the VIP consultant who reinforces my search

Had Betista taken my self-exclusion due to gambling addiction seriously, this would not have happened.

I find it somewhat perfidious on Casinoguru's part that it's relevant why I, as a player who has submitted two self-exclusion requests, didn't mention it in the live chat while my addiction dominates my everyday life.

Guys, I've lost a lot of money like this!

Betista just confirmed that it was the correct email and I forwarded my applications. What are they waiting for?

Das kann ich schnell und präzise beantworten.

-Starke Sucht

-aggressive Werbemails die zum Spielen verleiten, die meine Sucht bestärken

-Kontakt per Handynummer zum VIP Berater, der meine sucht bestärkt

Hätte betista meinen Selbstausschluss wegen Spielsucht ernst genommen, wäre das nicht passiert.

Finde es etwas perfide seitens Casinoguru gerade, dass es relevant ist warum ich als Spieler der 2 selbstauschlussanträge gestellt hat, nicht noch während meine Sucht meinen Alltag bestimmt, im Livechat erwähne.

Leute ich habe eine Menge Geld so verloren!

betista hat gerade erst bestätigt dass es die richtige Mail war und ich habe meine Anträge weitergeleitet? Worauf wird noch gewartet?

Dear Dren99,

While I understand you feelings and we as Casino Guru strongly support the importance of addressing any responsible gambling concerns that may arise promptly, at the same time it's important to remember that a big portion of the responsibility is on you as well. There are various tools you can utilize to help you not get access to the casino.

I trust our section Information on Gambling Addiction and Responsible Gambling will be helpful for you.

I want to gently remind you that any activity in your casino account is basically always your own choice. Since this isn’t the first time you’ve faced a similar situation, taking steps that protect your best interests is especially important.

I’m bringing this to your attention so you have the information you need to make responsible decisions going forward.

That being said, I feel you haven't fully addressed my questions yet. I would greatly appreciate your clarification on why you didn't ask about your self-exclusion request during those live chat sessions, particularly given the long wait for a reply to your emails.

As we mention in our Fair Gambling Codex: How to Avoid Issues as a Player

I want to better understand your reasons for this.

During the live chat sessions, I did not reiterate that two self-exclusion requests had already been submitted via email, as these were already on file with the casino. Specifically, one request was submitted on November 7, 2025, and another on November 26, 2025.

Furthermore, the casino explicitly states that in case of problems, players should contact email support and submit requests such as self-exclusion there. Given this, it can be assumed that all relevant information is collected internally, compiled, and made accessible to the respective support staff.

especially during the period of the two applications!

Therefore, there was no reason for me to resubmit already submitted applications in the live chat.

These are automated chatbots.

Während der Live-Chat-Sitzungen habe ich nicht erneut darauf hingewiesen, dass bereits zwei Anträge per E-Mail zum Selbstausschluss gestellt wurden, da diese dem Casino bereits vorlagen. Konkret wurde ein Antrag am 07. November 2025 und ein weiterer am 26. November 2025 eingereicht.

Zudem wird seitens des Casinos ausdrücklich darauf hingewiesen, dass man sich bei Problemen an den Email -Support wenden und auch dort entsprechende Anliegen wie einen Selbstausschluss einreichen soll. Vor diesem Hintergrund ist davon auszugehen, dass alle relevanten Informationen intern erfasst, gebündelt und für die jeweiligen Support-Mitarbeiter zugänglich gemacht werden.

vorallem in diesem Zeitraum der beiden Anträge!

Es bestand daher für mich keine Veranlassung, bereits übermittelte Anträge erneut im Live-Chat vorzutragen. 

dazu sind das automatisierte chatbots.

I would like to know exactly what Betista communicated to you regarding this matter?

How can it be that the focus is now on the live chat history when two officially submitted requests were ignored and the lie that Betista claimed I hadn't made a request was exposed?

Something isn't right here.

ich Würde gerade gerne wissen was genau von betista an euch kommuniziert wurde zu diesem Anliegen ?

wie kann es sein, dass jetzt das Augenmerk auf den Live Chat Verlauf gelegt wird, wenn 2 offiziell eingereichte Anträge ignoriert wurden und die lüge aufgedeckt wurde, dass ich laut betista keine Anfrage gestellt hätte?

irgendwas läuft hier gerade nicht sauber.

Furthermore, my argument regarding the still missing transaction lists is not mentioned in any sentence by Betista.

Darüber hinaus wird mein Argument der Transaktionslisten die immernoch fehlen, betista auch in keinem Satz erwähnt.

Dear Dren99,

Thank you for your responses.

Dear Betista Casino,

I'm looking forward to your response to my email.

Hello,

Thank you for your message.

Please be informed a reply was provided to your latest communication.

Best regards,

Betista Team

Thank you for all the provided information and evidence, Betista Casino team.

Dear Dren99,

I have been in contact with the casino team outside of this complaint thread, and some additional insights have come to light. I have also consulted your case with my colleagues from the complaints team, and together we have reviewed your case, along with others in similar situations. Below is our position on the matter:

While you did seem to send your self-exclusion requests from November 7, 2025 and November 26, 2025 to the correct email address ([email protected]), which was active at the time, we have been provided with evidence showing that among the 20+ emails you sent to the support team, the first one concerning self-exclusion was successfully received by them on December 16, 2025. Your emails from November 7, 2025 and November 26, 2025 were not successfully received.

As part of the evidence requested for our independent review, we were also provided with confirmation that emails from other players using the same email service (@gmx.de) were successfully delivered throughout November and December, which indicates there was no issue on the casinos email inbox side.

Only after receiving your self-exclusion request on December 16 did the casino team take appropriate and prompt action to close your account.

While I acknowledge your statement that during live chat sessions you did not reiterate your previous self-exclusion requests—on the basis that they had already been submitted via email—this, however, does not meet the actions we recommend under our Fair Gambling Codex: How to Avoid Issues as a Player

At Casino Guru, we strongly emphasize the importance of addressing responsible gambling concerns promptly. At the same time, it is important to recognize that a significant portion of responsibility also lies with the player. There are several tools available that can assist in blocking access to gambling sites or reducing potential losses.

You had the opportunity to inquire about your self-exclusion request via livechat, as it is crucial to take measures that safeguard your best interests, particularly given the significant delay in receiving responses to your emails.

It is also essential to take into account the larger context, as you have faced a similar situation in the past and were made aware of the actions that can be taken to avert such incidents.

Furthermore, in this case, your self-exclusion request appears to have been primarily motivated by dissatisfaction with the bonuses offered at that time, rather than solely by gambling addiction concerns.

Please note that self-exclusion and other responsible gambling tools are designed to help players prevent or reduce unintended losses. They are not intended as a means to request refunds for losses incurred through voluntary gameplay.

Given all of the above, we regret to inform you that we do not consider your request for a refund of lost funds to be justified.

I understand that this conclusion may not be the one you were hoping for. However, since your self-exclusion request was successfully received by the casino team on December 16, 2025, it is not possible to refund losses incurred prior to that date. You are, of course, entitled to disagree with this decision and may contact the relevant regulatory authority if you believe your position is justified. However, based on the reasons outlined above, we cannot provide further assistance with this matter and will proceed to close this case as rejected.

I am sorry we could not be of more assistance on this occasion.

Should you face any casino-related issues or concerns regarding casino games in the future, please do not hesitate to contact us, and we will try our best to assist you.

Best regards,

Michal

Casino Guru