Raising a Complaint With Betti

How a complaint at Betti is handled

Players who want to raise a complaint with Bettis Casino start through live chat or email, the two channels we operate support through. We log the issue against the account, ask for the details needed to investigate, and respond directly rather than passing the matter between departments. Most complaints relate to a withdrawal, a bonus term, or a verification step, and our first response addresses the specific account activity involved.

When we cannot resolve it

If a complaint stays unresolved after we have reviewed it, it can be taken to Curaçao eGaming, the escalation route named in our terms. Betti is operated by Sefiarray B.V., registered at Fransche Bloemweg 4, Willemstad, Curaçao, under registration number 155219, and holds licence OGL/2024/842/0350. Any dispute that reaches a formal stage falls under the laws of Curaçao, with the exclusive jurisdiction of the Curaçao courts.

Complaints about how we handle personal data follow a separate route: contact our support email with 'DPO' in the subject line, and the request goes to our data protection officer rather than the general support queue.

What to include when you raise an issue

A complaint moves faster when the first message already contains the facts we need to check against the account. Before contacting us, players dealing with a payment issue may also find it useful to check the processing times listed under withdrawing from Betti, since some delays are simply within the stated window rather than a fault.

• Username and the email address registered on the account, so we can locate it immediately
• A clear description of the issue: a declined withdrawal, a disputed bonus, or a verification request
• Relevant dates — when a deposit, withdrawal or bonus was triggered
• The amount involved, matched against the £2,000 daily, £6,000 weekly or £15,000 monthly withdrawal limits
• Whether the issue involves an active bonus, since requesting a withdrawal while a bonus is running forfeits it
• Any reference already given to us through live chat or email, to avoid duplicate threads

Complaints tied to an unverified account are usually resolved once the documents listed on our verification page have been submitted, since most holds relate to identity or address checks rather than the complaint itself.

What happens after you submit a complaint

Once a complaint reaches us, we review it against the account activity, including deposits, withdrawals and any active bonus. Where the complaint concerns a withdrawal, we check it against the £100 minimum that applies to every method, the relevant limit, and the processing window — instant for e-wallet and crypto, one to three days for bank transfer.

Card and Apple Pay depositors are withdrawn only by bank transfer in EUR, and a complaint about a return sent to the wrong IBAN can take up to 30 days to resolve, so we confirm bank details carefully before a correction is issued. Where a complaint relates to bonus terms, we check it against the wagering and game restrictions that applied when the bonus was active, including the £5,000 maximum conversion from bonus winnings and the £50,000 cap on daily wins.

If the outcome is not accepted, the complaint can then be escalated to Curaçao eGaming as the next step. We keep a record of every complaint and its outcome against the account, so a reopened case does not need to start from scratch.