At Betat Casino, we aim to keep things clear and fair. If you ever feel something hasn’t gone the way it should — a game issue, a delayed withdrawal, or a bonus misunderstanding — we’re here to fix it quickly and transparently.

Step 1: Contact Our Support

Most issues are solved within minutes through our 24/7 live chat or by emailing
support@gransinos.org.uk.
Our agents will review your case and respond within 24 hours, usually much faster. Please include as much detail as possible (time, game name, transaction ID, screenshots) so we can resolve it efficiently.

Step 2: Escalation

If you’re not satisfied with the initial response, you can request an internal review. A senior member of our compliance team will recheck your case independently within five working days and provide a final position.

Step 3: Independent ADR Service

Should you still disagree with our decision, you can escalate your complaint to our approved Alternative Dispute Resolution (ADR) provider —
eCOGRA (www.ecogra.org).
eCOGRA is an independent body accredited by the UK Gambling Commission to handle gambling-related disputes fairly and free of charge.
Their team will review all evidence and deliver a binding decision.

Our Promise

We treat every dispute seriously. You’ll always receive a clear written outcome, and no player will ever be penalised for raising a complaint. Betat believes in transparency — if we make a mistake, we’ll own it and make it right.