Betista Casino - 플레이어가 자발적 이용 제한 요청이 무시된 후 환불을 요구했습니다.

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