Betovo Casino - Печалбите на играча бяха конфискувани след анулиране на бонуса.

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

----

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

---------------

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

Dear Betovo Casino representative, I have responded to your email, but I have not yet received any response. I have resent the email and I await your response!

Dear zikomat, I will keep you updated about any new developments. Thank you for your patience during this time!

Ok, thanks, Peter

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...

Dear Betovo Casino representative, the betting history you have provided me with clearly shows that no balance funds were used to play. Therefore, according to your own terms and conditions, players have the right to cancel any bonuses before proceeding to their wagering, without losing their funds. For that reason, we would like to request that the player's winnings be reinstated. Thank you in advance for your cooperation!

Hello,

Thank you for the opportunity to respond to this matter.

We appreciate the effort invested in reviewing the details of this case and value the commitment to a fair resolution for both parties. In line with the previous communication, we are pleased to confirm that, as a gesture of goodwill, the voided funds have been reinstated. The customer will now have the opportunity to complete the associated wagering requirements.

To clarify, the reinstated bonus is subject to a 29x wagering requirement, based on the status prior to the cancellation of the original bonus, without resetting the full wagering requirements. The wagering period is 14 days, effective immediately. The bonus has already been credited to the customer’s account and is available for use in gameplay.

We hope this demonstrates our ongoing commitment to a positive and user-friendly experience.

Best regards,

Betovo Team 

Hello!

First of all, I’ve just checked my casino balance, and it shows $371. The $100 bonus has not been reinstated, contrary to what your representative claimed — only my winnings ($271) were restored. With the bonus properly reinstated, my balance should be $471.

Secondly, am I now expected to wager 29x my entire 'bonus balance', which now consists of my $271 winnings, when originally I was only required to wager the $100 bonus (which is missing from my balance at the moment). That doesn't seem consistent with the initial terms. And I want to remind the casino representative that after I canceled the $100 bonus at your casino - my balance was $371 cash and $0 bonus.

Thirdly, after canceling the bonus, I was under the impression that no wagering would be required at all.

That said, I am willing to wager the $100 bonus that I received several months ago — but only if the bonus is added back to my account and the wagering requirement is calculated solely on that $100 bonus, not on my previous winnings.

Dear Betovo Casino representative, why was the bonus wagering requirement added to the real balance? Thank you in advance for the clarification!

Hello,

Thank you for the opportunity to clarify this matter further.

Please note that when a deposit bonus is active, the wagering requirement applies to both the deposit and the bonus balance, as outlined in the Terms and Conditions:

"23.11. The wagering requirement at Betovo (unless otherwise specified) is 35 times the sum of the deposit and bonus received before funds can be withdrawn."

This means the wagering requirement is calculated as:

(Deposit amount + Bonus amount) × 35.

In this case, as progress had already been made towards meeting the wagering requirement before the bonus was cancelled, the reinstated amount of $261 USD was subject to a proportionally reduced wagering requirement.

In addition to reinstating the voided funds, the deposit amount returned after the bonus cancellation was also maintained in the balance as a gesture of goodwill.

These actions reflect our commitment to addressing matters in a fair and considerate manner.

Best Regards,

Betovo Team

You only reinstated my winnings, not the bonus. 110 USD of my initial bonus amount is still missing from my account balance. As a gesture of goodwill - I am ready to wager the original wagering amount (210 x 35), but only if the missing bonus is added back to my balance.

My balance before cancelling the bonus was 481, not 371 as it currently shows. The wagering requirements are calculated on the deposit + bonus amount, and until the missing bonus is restored, this calculation cannot be correctly applied.

Please review and correct my balance so that I can proceed with the wagering.

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 review this matter further.

We would like to clarify that your initial balance was reflecting the amount of 371 USD. We kindly advise you to review the transaction history we have provided for confirmation.

The deposit of 110 USD was returned to you as a goodwill gesture following the voiding process. Subsequently, we also reinstated the remaining voided funds of 261 USD, which were added back with a small wager requirement as an additional gesture of goodwill.

We trust this clarifies your request, and we remain at your disposal should you need any further information.

Best Regards,

Betovo Team

My TOTAL balance before canceling 110 bonus was 481. The current balance (in my account) 371 consists of my deposit 110 usd and 271 winnings only. 110 bonus that I cancelled is currently missing from my balance.

Take a look at the screenshot (below) of email I got from the casino after I withdrew my balance. It clearly proves that I withdrew 371 on 30.04. And it happened after 110 bonus was already canceled on 17.04. The same can be seen by the history provided by the casino - the 110 bonus cancelling was done on 17.04 and the withdrawal of 371 balance (without any bonus on it already) was done on 30.04.

Dear casino, please add missing 110 bonus back to my account and let me finish the wagering requirements for it.

Also - a screenshot of the next email from the casino stating that since I cancelled the bonus without wagering it - they cancel my winnings (261 !) too.

Hello,

We appreciate the effort invested in reviewing the details of this case and value the commitment to a fair resolution for both parties.

In line with our previous communication, we are pleased to confirm that, as a gesture of goodwill, the voided funds have been reinstated as real funds and are withdrawable once the customer finishes the verification process, which can be verified at any time during the live chat support.

We would like to highlight the fact that this decision is final, as only 261$ were voided from the customer's account, and the 110$ deposit was returned to the balance at the moment of the void, and those are still intact.

Furthermore, we believe that these actions demonstrate our openness to a user-friendly experience and our dedication and cooperation in resolving this matter on a positive note.

Thank you for your understanding!

Best regards,

Betovo Team

I have uploaded a new ID, my bank statement (pdf file) and a new selfie with a note in my hand. I have also initiated a new withdrawal of 371 usd. Will keep you updated.

Dear zikomat, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

An Update: The casino has decided to walk me through another round of verification even though my account was fully verified back in April this month. Now they make me send the same documents, requesting them one by one, often refusing the valid documents and asking to send another version of it. It is really exhausting and done intentionally.

Hello,

We hope you are doing well.

Kindly submit a new withdrawal request, and our team will review it within the next business hours. Please note that no further documents are required.

Thank you for your cooperation.

Best regards,

Betovo Team

I have made a new withdrawal request. Thank you.

I have received a payment from the casino. Thank you.

Dear zikomat,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter