Raising a Complaint at Casino Betti

If something goes wrong with an account, a bonus or a withdrawal, we ask that a complaint is raised first through live chat or email, our two support channels. Most issues are resolved directly with our team, since every deposit, withdrawal and bonus credited under the welcome offer is logged against the account, including the minimum £20 deposit required to qualify for any offer.

When a complaint cannot be settled between us and a player, it can be taken further to Curaçao eGaming, the escalation route named under our licence. We operate under Curaçao licence number OGL/2024/842/0350, issued to Sefiarray B.V., and any dispute that reaches this stage falls under the laws of Curaçao and the exclusive jurisdiction of Curaçao courts.

Data and Privacy Complaints

Complaints about personal data are handled separately: a message to our support email with "DPO" in the subject line reaches our data protection officer, who deals with GDPR rights requests and privacy concerns outside the standard complaints route.

Payment Limits to Check Before You Complain

Before raising a complaint about a delayed or blocked withdrawal, it helps to check it against our stated limits, since a request outside these figures follows a different process than one within them.

If a withdrawal sits within these limits and the payment method used normally pays out instantly, a delay beyond these windows is grounds for a complaint.

What to Include When You Submit a Complaint

A complaint is resolved faster when it includes specific details our team can match against account records straight away.

1. Account details - the email or username used at registration and the date the issue occurred.
2. Transaction figures - the exact deposit or withdrawal amount, checked against the payment methods limits of £2,000 a day.
3. Bonus terms involved, if relevant - our default wagering requirement is 35x deposit plus bonus, with a £5 maximum bet per spin while a bonus is active.
4. Verification status - withdrawals are checked once £2,000 in deposits or withdrawals is reached within a rolling 180 days, so note whether ID, proof of address or payment proof was requested.
5. Supporting evidence - screenshots or confirmation emails covering the transaction in question.

What Happens After You Submit a Complaint

Once a complaint is logged, our team reviews the account through the AI verification tool used in the cashier, which may call for further identity, address or payment proof before an outcome is confirmed. If the complaint involves account access rather than a payment, it is worth first checking signing in again, since a password reset resolves a share of access issues on its own.

Complaints tied to self-exclusion or account closure are handled per brand: our operator runs other sites, but limits, time-outs and closures agreed with us do not carry over from or to them. An account left inactive for 12 months is marked inactive and carries a £10 monthly fee until the balance reaches zero, which can also explain a balance query raised as a complaint.

If a complaint still cannot be settled after this review, it can be escalated to Curaçao eGaming, the same route referenced under our licence, with the final outcome governed by the laws of Curaçao.