Complaint #7 Betovo Casino

Doesn't accept official document

By marcel.gansen

10 months ago

I've been trying to get myself officially verified for a long time. I've deposited with Apple Pay and Skrill. I uploaded my bank account to verify my IBAN. I've uploaded every single transaction as proof, but they don't accept my bank, N26, even though it's an official bank with an official license. They say my Apple Pay payments are incorrect, even though the company name, the time, the amount, and the last four digits of my Mastercard are visible. I've uploaded my Mastercard, and none of them are accepted. They say N26 isn't an official bank. And they say the company name on the bank statement doesn't match, but with Apple Pay, they must know that there can't be official payments in the casino and that the name has to be different. Based on my payment, they can see what was paid for, including my Mastercard number. I deposit 7 times 10 euro and all are named wirh the same company name..

Disputed Casino Betovo Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

10 months 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 Betovo Casino management acted in accordance with their Terms and Conditions.

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.

Betovo Casino

• Representative

10 months ago

Hello,

Thank you for the opportunity to respond to this matter.

We understand that timely access to winnings is of great importance to our customers, and we remain committed to helping our customers once the verification process has been successfully completed.

We would like to clarify that, as part of our verification procedures, we do not accept proof of address documents issued by fully digital banks. This policy is in place to ensure the accuracy of the information provided and to safeguard the security of both our customers and their funds.

Additionally, we can confirm that the user's account has been closed in accordance with their request. At the time of closure, there were no remaining funds in the account, as all available funds had already been used during gameplay.

We hope it reflects our commitment to transparency, customer safety, and a responsible user experience.

Thank you for your understanding and cooperation.

Best regards,
Betovo Team

AskGamblers

• Support Team

10 months ago

Dear Betovo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Betovo Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $3,090

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Betovo Casino Complaints

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Withdrawals not being processed

I have generated a balance of 4074 EURO, unfortunately I am allowed to request only 700 per transaction and each withdrawal requires 72 hours to be reviewed and approved. I have withdrawn successfully in the past a few times and it has always been within 3 days as promised. This time I have been waiting for 8 days and live chat keeps saying that everything is in order and my payments will be approved soon. Currently I have 6 withdrawal requests that are pending, 5 of them for 700 EUR, and one for 574 EUR. The withdrawal page shows only transactions for the last 7 days, I have attached here screenshots of my emails confirming the 6 pending requests.

Resolved

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Hi everyone,

I’m facing a serious issue with BetOvo (operated by Soft Genius N.V.) regarding a $9,500 CAD withdrawal that has been delayed beyond the promised processing time.

Here’s the situation:

I broke the total amount into 10 transactions of $950 CAD each to stay below their daily withdrawal threshold.

My account has been fully verified, as confirmed by their support team on multiple occasions.

BetOvo's policy promises withdrawals within 72 hours, but it's been much longer, and my funds are still pending.

Each time I’ve contacted live support, I’ve been told my account is fully verified, but no further progress has been made.

I have all the necessary documentation and chat logs to prove that my account is verified, and I am following all rules.

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Withdrawal time exceeded

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Betovo states that it may take up to 72 business hours before we receive our withdrawal. It’s been more than 1 week since we submitted the withdrawal and verified with betovo that our account was all setup for it.

We have been getting the rundown about longer processing times and that someone will contact us but it’s been 48h since they said.

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