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I am filing this complaint against Betory Casino (betory.com) regarding a failure to honour a self-exclusion request and subsequent marketing to my reopened account.

In February 2026, I contacted Betory support via live chat and requested permanent closure of my account. I explicitly disclosed that I was a problem gambler and stated this as the reason for the closure request.

My account was subsequently reopened without my consent or any request from me. Following the reopening, I began receiving promotional communications from Betory, including free bet/chip offers, in May/June 2026. These promotions encouraged me to deposit and gamble again on an account that should have remained permanently closed following my self-exclusion request.

Between the reopening and now, I deposited a total of €730 and withdrew €300. I am requesting a refund of €430 — the difference — on the basis that this activity should never have been possible given my explicit self-exclusion disclosure.

I formally requested this refund from Betory on 8 July 2026 (Case mnbt63w). I completed all requested KYC and Source of Wealth verification promptly. Despite this, Betory's estimated review timeframe changed from "3-6 weeks" (stated before I completed verification) to "3-6 months" (stated immediately after I completed it) — a pattern that looks like a stalling tactic rather than a genuine complexity issue.

I am requesting a refund of €430, and that Betory investigate and confirm why a self-excluded account, closed due to an explicit gambling-problem disclosure, was reopened and subsequently marketed to.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betory 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?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Hi Tomas,

Thank you for looking into this. To answer your questions:

Account access: My account is not currently accessible.

Communication about gambling issues: My original disclosure was made verbally through Betory's live chat in February 2026, not by email, so I don't have a transcript of that specific conversation. However, I referenced it explicitly in writing afterward — in my email to Betory on 8 July 2026, I stated: "In February 2026, I requested that my account be permanently closed. I had explicitly disclosed to your support team, in chat, that I am a problem gambler, and this was the stated reason for my closure request." I followed up again on 10 July, asking Betory to review their own chat history and account records, since they would hold that log even though I don't.

Last deposit allowed: Deposits continued between the unwanted account reopening (May/June 2026) and my refund request on 8 July 2026, once I started receiving promotional offers again.

Casino's response so far: Betory acknowledged the case (Case mnbt63w) and required KYC + Source of Wealth verification before reviewing, which I completed on 10 July. Their estimated timeline shifted from "3-6 weeks" (stated before I finished verification) to "3-6 months" (stated the day after I completed it) — with no explanation for the change. I sent a further deadline email on 27 July giving them 10 business days for a final decision; I'm still waiting on that.

Best,

Hakan

Thanks for your patience.

Please note that we are unable to confront the casino without any evidence.

Did the casino send you any confirmation about an active self-exclusion due to gambling issues when your account was initially blocked?

Has the casino acknowledged that your account was initially closed due to your problem gambling?

Looking forward to your reply.

Dear Hq75player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru