Complaint #8 BetOspin Casino

Days after sending my first message to [email protected], my user account is still open and I have been allowed to deposit money

By Felipe M.

1 year ago

Good afternoon. Last April 21 I requested through Betospin's online chat service the closure of my player account “forever” due to “gambling addiction problems”. From this service, I was instructed to send an email to [email protected] specifying the reason for the closure. And that is what I did. That same day I sent the following message to the indicated email:

"Hi, I am the user felmelvil and I would like to close my account forever on your website due to gambling addiction problems, thank you".

Within four hours I received a reply from Betospin:

"Thank you for confirming your account closure request by email."

"To proceed with the closure of your account, please download the attached file and complete it. Subsequently, return the signed copy in response to this email. Be sure not to reuse any forms already completed."

“We will process your closure request accordingly.”

In this email they send me a document that I have to print, fill in, sign, scan and send to them to close my account. What's more, as you will see in the document, they only give me the option to close my account for a maximum of 3 months.

This practice is, of course, an attempt to dissuade users from closing their accounts for whatever reasons. It is even more serious when those reasons have to do with gambling addiction.

Imagine for a moment that one of you is addicted to gambling, that you are losing hundreds - or thousands - of euros and that you have fallen into a spiral of depositing money to try to recover your debts (something that defines very well the thinking of a gambling addict). Now imagine that you want to end that descent into madness by closing your player account immediately and forever, and that this is the only way for you to stop gambling. Well, Betospin will tell you that you must print a document, fill it in, sign it, scan it and send it back to process the closure (a closure that can only be for a maximum of 3 months, even if what you want is to close the account for good). I hope that by reading it they realize the tremendous irresponsibility that this implies on the part of Betospin.

For all these reasons, I claim to Betospin the return of the deposits made on their website.

NOTE: Days after sending my first message to [email protected], my user account is still open and I have been allowed to deposit money.

Disputed Casino BetOspin Casino

Reason RG tools related

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BetOspin Casino management acted in accordance with their Terms and Conditions.

However, while we recognize that each casino may have its own terms and internal processes, we must respectfully express that current approach is not ideal in cases involving Self-Exclusion.

When it comes to Responsible Gambling, especially Self-Exclusion, we believe the procedure should be as straightforward and immediate as possible. Players in distress should be able to protect themselves quickly and without unnecessary steps.

Therefore, we kindly recommend that Responsible Gambling procedures is reviewed and adjusted so that when a player requests self-exclusion, their account is closed immediately.

Given that the current approach did not offer adequate protection in this case, we would also suggest considering at least partial refund of the player's deposits as a goodwill gesture.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Felmelvil

• Spain • 1 reviews

1 year ago

Good afternoon Askgamblers and Betospin. After reading Betospin's response to my complaint, there is nothing that you have stated that I did not mention in my initial message. However, I would like to point out a number of things:

1. In my first contact with Betospin's customer service, via the online chat on their website, there is no mention of having to fill in a form. Furthermore, all I am told is the following:

"To proceed with your account closure request, please send an email to":

"[email protected]"

"Please make sure you also specify the reason for closing your account".

As you read it, they just tell me to send an email to your address, specifying the reason for account closure. You can confirm this in one of the screenshots sent in my initial message.

2. You claim that ‘The process was made as easy as possible’. Does anyone believe that filling out a form, either physically or electronically, submitting it and WAITING 15 DAYS with no account activity - whatever that means - is an ‘as easy as possible’ process? I find it unbelievable that they would claim such a thing.

3. In my message I ask for my account to be closed ‘forever’, but in the document you provided me with, you can only select a maximum of 3 months. If this is your tool to enforce ‘responsible gambling’, it is full of shortcomings.

5. Finally, you say: ‘Our actions fully comply with industry standards and responsible gaming practices’. Never, in 8 years as an online gambler, have I ever seen a player who requests the closure of his account for gambling have the conditions imposed on him that you, surprisingly, boast about.

6. In summary, you present the following:
-An account closure document that requires someone who has already made clear their gambling addiction to go 15 days without activity on their account (something you also do not define. Activity is logging into the account? Depositing?) and does not contemplate permanent closure among your options.

-A deficiency in their commitment to responsible gambling and a lack of protection for players who, like me, suffer from gambling addiction.

7. For all these reasons, and understanding that the initial deposits I made on this website were legitimate, I request a refund of all deposits made after I informed you of my gambling addiction problem, reaffirming the reasons for my complaint.

Thank you Askgamblers for your attention. I am confident that we can reach an agreement.

AskGamblers

• Support Team

1 year ago

Dear BetOspin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

BetOspin Casino

• Representative

1 year ago

Dear AskGamblers,

Thank you for your message and for allowing us the opportunity to provide clarification regarding this matter.
We would like to emphasize that we have always acted fully in line with our responsible gaming procedures and our Terms & Conditions.
Upon receiving the customer's request to permanently close their account due to gambling concerns, we promptly responded and provided the necessary Account Closure Form, which is a standard and essential part of our internal process. This procedure ensures that we can correctly document the closure request, verify the identity and intent of the user, and safeguard both the player and the casino.
We also informed the customer that the form could be signed digitally. However, the customer never returned the completed and signed document, and without this confirmation, we were unable to proceed with the permanent closure of the account, as per standard regulatory practices and internal policies.
Furthermore, it is important to note that continued activity on the account after a closure request cancels the closure process — this is a necessary safeguard to protect the integrity of the closure procedure. The customer continued to access the account and deposit funds after the initial request, further delaying and invalidating the closure process.

In summary:
The customer was promptly informed of the necessary steps to close their account permanently.
The process was made as easy as possible (allowing digital signature).
The customer failed to complete the required steps and continued to actively use the account.
Our actions fully comply with industry standards and responsible gaming practices.

For these reasons, we respectfully state that we acted appropriately and responsibly at every stage. We regret the situation but cannot accept responsibility for the customer's failure to follow the procedure designed to protect him.
We remain available to provide any further documentation or communication records to support this.

Kind regards,
betOspin Team

BetOspin Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $91

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

BetOspin Casino Complaints

See all complaints for this casino

Pending Withdrawal without any update

I am writing to formally raise a concern regarding my withdrawal request submitted on March 20, 2026, at 21:59:57.

I understand that processing may take up to five (5) business days. However, as of today, I have not received any updates regarding the status of my request. I have also reached out to your customer service team multiple times, but I have not been provided with any concrete proof or confirmation that my withdrawal is being processed.

Each time I contact support, I am told that I will receive an update, yet no communication has been sent to me—neither through email nor any other channel. This lack of transparency is concerning.

At this point, I would like to request a clear and immediate update on the status of my withdrawal. I also ask for proper documentation or confirmation that my request is actively being processed.

I hope you understand that the absence of updates raises serious concerns on my end. I simply want clarity and assurance regarding my transaction.

Please address this matter as soon as possible.

Resolved

Excessive withdrawal delay

Betospin.com are trying to scam me of my hard earned money.

It's currently 7 days since I made my withdrawal request of 135 EUR. Each day passing hoping that I will get paid but sadly that never happen, on their terms and conditions it says withdrawals are processed within 5 working days however my has exceeded and still counting without it been process accordingly.

Each time I chat their online support what I got are repeated messages telling me to keep exercising patient that never end making everything frustrating even more, now I am tired and fed up please I need your help.

Below are my chats with the operator

My kind regards

Resolved

€135

Payment prolonging

Betospin.com is trying to scam me leaving me with a very sorrowful experience

5 days ago and still counting i made a withdrawal of 65 EUR few days later i received an email from the casino saying my withdrawal was cancelled with no reason given, out of shock, I login my gaming account to communicate with their online support requesting for the cause of my withdrawal cancellation, were I was informed to conduct phone number verification to process my withdrawal request which I did the submitted another withdrawal request yet I still haven't get paid or receiving any update which keep me worrying.

From research I find out that there are a lot of users whose account got closed permanently and winning confiscated without just reason, this has make me afraid and constantly worrying that I might experience same if I fail to make this compliant.

I have done what they asked from me yet l do not get anything making everything frustrating even more, now I am afraid, I am worrying that i might loss my money if care is not taken.

Below are the screenshots of my communications with the operator.

My regards.

Resolved

€70

My withdrawal is delayed for 20 days

I deposited 420 euros in BetOspin.

After I placed bets, I won a total of 490 euros.

I submitted a withdrawal request. From the withdrawal request date, the BetOspin team approved my withdrawal request on 11/10/2026. They gave 70 euros in crypto, and they said the remaining amount will be funded to your visa card.

I haven't received the amount in my Bank account still, 20 working days have passed.

Resolved

€420

Suspectedly scammed of my deposit

I deposited 5000 opting for a 120% sports welcome bonus here. The site looked brilliant, it had a wide range of sports, and I played through my bonus.

Along the way, i thought the site looked fishy. The gaming license seems to be non-existing, so i wanted to withdraw my money after i had completed bonus, now 22000, playing mostly Premier League, Champions League and similar games

Soon, I got an email that they had taken both my deposit, bonus, winnings and closed my account, citing their terms and conditions.

What terms I had broken, i don't know. And now they don't even respond.

If the gaming license is really fake, as i read on trustpilot, I fear i might be scammed.

Resolved

Withdraw number 187160899

This is my story on BetOspin. I opened my account on BetOspin and send all verifications documents that they were asking on the 23rd January. I deposited 1000$ on the 26th January and started to bet. I did many bets and run pretty hot until I tried to make a bet on the 10th February , but they restricted the amount I could wager to around 1$. Obviously, at that moment, I asked for a withdraw of all the money in my account, 4757$.

At that point, in the week following my withdraw, everything looked fine. I can access my account and I can see that my withdraw is pending. I am going in the live chat to make sure that if they need other documents, like a proof of my deposit or whatever, I will give it to them to speed up the withdraw process.

In their General Terms and Conditions, it is written that a withdraw could take up to 5 business days. I asked for mine the day after the Super Bowl, so I could understand that it could take a little bit longer, but it's pretty simple and fast to send an E-Transfer.

Around the 20th February, this is when it started to get weird. The people in the live chat were not giving me precise answer about what was going on with my withdraw. I went into my account pretty much everyday and tried to talk with the live chat until I couldn't log into my account the 24th February.

At that moment, I sent an email to [email protected] about the situation and to ask them why my account was blocked and what's happening with my withdraw. They answered me this by email:

Following a thorough review of your betting activity, we have identified violation of our General Terms and Conditions. As a result, your account has been suspended, and any winnings associated with these breaches will not be paid.

We encourage you to review our rules, specifically Betting Rule 4. and Rule 10. which are detailed in our General Terms and Conditions. You can access them using the link below:

https://www.betospin.com/rules/en/general-terms-and-conditions/

Kind Regards,

betOspin Team

Obviously, I told them that this was surely a mistake from their part and to conduct a review of my account because I didn't break any rules that were mentioned. They never answered back after that and they never even tried to show me a proof of what was alleged because they have nothing against me. I went to play on this casino in good faith and I played on many sportsbooks or online casinos and this situation never happened to me.

I just wanna be paid the money that BetOspin owe me.

< personal info removed >

I uploaded the proofs of my 1000$ deposit and some screenshots of emails exchanged with them.

Resolved

BETOSPIN blocked account with real funds 1600e

Hello

I made a deposit about 500E on 11/01/2024 right after I found this new sportsbook BetoSpin website on ASKgamblers.

I automatically received a 100% sports bonus, I played with this bonus for a while, but then I cancelled it and decided to withdraw my real balance, which after several sports bets increased to 1600e bonus and real funds are on separate accounts in this company, these are separate balances.

I did withdraw real balance 1600e ( bonus balance cancelled), but there was no place to provide data to withdraw, so this casino has no intention of ever paying anyone because in the withdraw place can only enter the amount to withdraw, cannot choose the method and address to withdraw, then they wanted documents for KYC id card + bill + selfie + selfie with generate code.

I sent everything immediately, all documents were accepted, but my withdrawal has not been processed since January 14, 2025.

I asked many times in the chat why my withdrawal was not being processed, there are agents with different names available in the chat, but it is 100% one and the same person, his answers are always identical and in the same style.

Today, January 29, 2025, I received an absurd e-mail with a made-up accusation, I actually don't know what they are accusing me of because what they sent me is just so stupid and has nothing to do with my behaviour.

I only played matches from the biggest major leagues, no surebets or anything like that, my winnings do not come from a bonus but from playing with real funds

They stole my 500e deposit + Win + I sent my documents to some fraudsters, it's a pity that askgamblers does not verify the casinos it adds to its website more because there are fraudulent websites that will never pay anyone, I am sure that Betospin has never processed anyone's withdrawal, I am now also sure that they will has no players, it only counts on random people who will read about this new casino somewhere and make a deposit, it is not possible to withdraw money from this casino.

I understand that ASKgamblers cannot verify fraudulent casinos and is a review site, but in 10 years of gaming I came across such brazen cheaters for the first time, so I had to create an account on askgamblers and write a complaint against the gambling company for the first time.

Resolved