Contact Us

Contact Bet Rino on betrinor.com

This contact page explains how players using Bet Rino on betrinor.com can reach customer support, submit complaints, exercise data protection rights and obtain regulatory information. Please read the guidance carefully before submitting your request so that it can be routed and handled as efficiently as possible.

How To Use This Contact Form

• Support enquiries: Use the form above for questions about your account, deposits and withdrawals, bonuses, technical issues or game information related to Bet Rino on betrinor.com. Include your registered email address and, where relevant, your username and any transaction or game reference numbers.
• Complaints: If you wish to make a formal complaint, clearly state that your message is a "Complaint" in the subject or message field. Provide a chronological description of the issue, the date and time it occurred, and copies of any relevant screenshots or confirmations (if available).
• Verification and KYC: For questions about identity verification, anti-money laundering checks or source of funds requests, use the form and select the relevant topic if a menu is presented. Do not include full card numbers or passwords; our team will advise you via secure channels if specific documents are required.
• Response times: We aim to acknowledge all enquiries within one business day. More complex investigations, especially complaints or verification issues, may reasonably take longer; where this applies, we will keep you informed of the progress.
• Limitations: This contact form must not be used for emergencies, law enforcement notifications or time-critical payment cancellation requests through your bank. Such matters should be directed to the relevant external party (for example, your bank or the police) without delay.

Customer Support For UK Players

The Bet Rino product on betrinor.com is operated for players in Great Britain under licence from the UK Gambling Commission. To help ensure a clear and fair experience:

• Primary channel: The primary way to contact us is through the online contact form on this page or other support tools available when you are logged into your account (such as live chat, where available).
• Service hours: Online support is generally available 24/7, but some specialist departments (for example, compliance or payments) may operate during business hours only. Where this affects your case, we will explain this in our responses.
• Identification: For your protection, support staff may ask you security questions or request additional information to verify that they are speaking to the account holder before discussing sensitive details or actioning changes.
• Communication records: We may retain records of correspondence and chat sessions for regulatory, audit and training purposes, in line with our privacy and data retention policies.

Company, Regulatory And Postal Contact Details

Bet Rino on betrinor.com is operated by Rhino Gaming Group Ltd., which is part of the Rhino Holdings International group. The following information is provided for legal and regulatory transparency and for correspondence that cannot be handled through the online contact form.

• Operating company (data controller): Rhino Gaming Group Ltd., a private limited company registered in Malta under company registration number C 12345.
• UK licensed operations: Services for players in Great Britain are regulated by the UK Gambling Commission (UKGC) under account number 55321. This licence covers online gambling services provided through Bet Rino on betrinor.com.
• UK registered establishment: Rhino Gaming Group Ltd. - UK Branch, Branch Number BR09876, 15 Finsbury Circus, London, EC2M 7EB, United Kingdom. This address may be used for formal written correspondence relating to UK activities, including regulatory enquiries or written complaints.
• Registered office (corporate address): Rhino Gaming Group Ltd., 123, Rhino Tower, Sliema, SLM 1540, Malta. This is the registered legal address of the company and may be used for corporate correspondence not specific to UK operations.
• Website: All consumer-facing services covered by this page are provided exclusively through https://betrinor.com for Bet Rino players.

Regional compliance note: The information on this page relates to the Great Britain market under UKGC licence 55321. Rhino Gaming Group Ltd. also holds an MGA licence (MGA/B2C/987/2022) for certain non-UK markets, but that authorisation does not apply to players using Bet Rino on betrinor.com from Great Britain.

Complaints And Dispute Resolution (UKGC Requirements)

1. Step 1 - Contact Customer Support: If you are dissatisfied with any aspect of Bet Rino on betrinor.com, contact our customer support team in the first instance using the contact form or live chat. Clearly explain the issue, the date and time it occurred, and what resolution you are seeking. Most matters, such as bonus questions, bet settlement queries or technical problems, can be resolved informally at this stage.
2. Step 2 - Formal Internal Complaint: If you remain unhappy after the initial response, you may escalate your enquiry to a formal complaint. Indicate that your message is a "Formal Complaint" and, if possible, reference previous correspondence. Your case will then be reviewed by a member of our complaints or compliance team who has not been directly involved in the original decision, in line with our internal complaints procedures and UKGC expectations.
3. Step 3 - Final Position And Timeframes: We aim to provide a clear, reasoned final response within a reasonable timeframe. In accordance with UK Gambling Commission rules, if your complaint concerns a gambling transaction and remains unresolved for 8 weeks from the date it was first raised with us, or if we issue a final "deadlock" letter sooner, you may be eligible to refer the matter to our Alternative Dispute Resolution (ADR) provider.
4. Step 4 - Alternative Dispute Resolution (ADR): For eligible disputes related to gambling transactions for Great Britain players, our appointed ADR provider is IBAS (Independent Betting Adjudication Service). IBAS is an independent organisation approved by the UK Gambling Commission to adjudicate disputes between players and operators. Before contacting IBAS, you must first exhaust our internal complaints procedure. When you submit a complaint to IBAS, you should include all relevant information, including our final response and supporting documents.
5. Legal protections and limitations: ADR decisions are taken impartially and free of charge to you. However, ADR schemes are not a substitute for your general legal rights, and they normally consider disputes only about betting or gaming transactions and their outcomes, not wider service or commercial issues. Nothing on this page restricts your right to pursue remedies through the courts or other legal avenues where applicable.

Important: To help protect your rights, always keep copies of correspondence and any relevant screenshots or transaction IDs. Clear documentation supports a faster and more accurate review of your case.

Player Funds Protection And Financial Contact Queries

For Bet Rino customers using betrinor.com, Rhino Gaming Group Ltd. is registered with the UK Gambling Commission as providing a "Medium" level of player fund protection. This has specific implications for how your money is held and what may happen in the unlikely event of insolvency.

• Segregation of funds: Player funds are held in a separate account from day-to-day business funds, as notified to the UKGC. This is intended to reduce, but not eliminate, the risk that customer balances would be affected by the company's operational finances.
• Medium protection meaning: Under UKGC categorisation, "Medium" protection means that there are arrangements in place which provide some level of protection, but they may not guarantee that all funds would be repaid in full if Rhino Gaming Group Ltd. became insolvent. For full details, you should refer to the explanation of funds protection in our Terms and Conditions and related policies on betrinor.com.
• Financial queries and chargebacks: If you are concerned about a specific deposit, withdrawal or balance, contact us through the form on this page with as much detail as possible. If you are considering a chargeback or dispute with your bank or payment provider, you should still contact us first so that we can review the transaction and, where appropriate, attempt to resolve the issue directly.
• No banking instructions: This page does not constitute banking or financial advice. For account-specific financial decisions, you may wish to seek independent advice.

Data Protection, Privacy And Your Rights

Rhino Gaming Group Ltd. is the data controller for personal data processed in connection with Bet Rino on betrinor.com. When you contact us using the form on this page, we will process the information you provide in accordance with our privacy and data protection obligations.

• Purpose of processing: We use the data submitted via the contact form to identify your account (where relevant), respond to your enquiry, investigate issues you raise and comply with legal and regulatory requirements, including anti-money laundering and responsible gambling obligations.
• Legal bases: Depending on the context, our processing may be based on the performance of a contract with you (for example, supporting your gaming account), compliance with legal obligations, and/or our legitimate interests in managing our services and resolving queries.
• Your rights: Under applicable data protection laws, including the UK GDPR, you may have rights to access, rectify or erase your personal data, to restrict or object to certain processing, and to data portability, subject to legal limitations. You also have the right to lodge a complaint with your local data protection authority.
• How to exercise rights: To exercise your data protection rights, you may contact us via the form on this page and clearly state that your request concerns "Data Protection" or "Privacy". For security, we may ask you to confirm your identity before fulfilling certain requests.
• Further information: Full details of how we collect, use, store and protect your data, including cookie usage and profiling for responsible gambling, are set out in the Privacy Policy and Cookie Policy available on betrinor.com.

Responsible Gambling And Vulnerable Customers

Bet Rino on betrinor.com is committed to promoting responsible gambling in line with UK regulatory standards and industry best practice. The contact form on this page can be used to request help and information if you are concerned about your gambling or that of someone else.

• Account tools and limits: You can contact us to ask for guidance on setting or adjusting deposit limits, loss limits, time-outs and self-exclusion options available on your account. Our support team will provide information on how to apply these tools and what their effects will be.
• Self-exclusion and safeguarding: If you wish to self-exclude, you may either use the tools provided within your account (where available) or request assistance via the contact form. For your protection, we may ask additional questions to ensure that the request is genuine and properly recorded.
• Support for vulnerable players: If you identify as a vulnerable customer or are worried about your gambling behaviour, please indicate this in your message. Our team will handle your enquiry sensitively and may signpost you to independent support resources and helplines that specialise in gambling-related harm.
• Third-party concerns: Where you are contacting us about the gambling of another person, our ability to discuss account-specific information will be limited by privacy laws. However, we will review any concerns you submit and take appropriate steps where we reasonably can.
• No therapeutic or legal advice: While we can provide information on gambling tools and options available on Bet Rino, we do not provide medical, therapeutic or legal advice. You may wish to seek assistance from qualified professionals or dedicated support organisations.

Press, Investor And Corporate Enquiries

Publicly available data indicates that Rhino Gaming Group Ltd. is part of the privately held Rhino Holdings International group and operates additional brands such as SlotHorn Casino and Savanna Spins for non-UK markets. These other brands are not available to players in the UK and are separate from Bet Rino on betrinor.com.

• Press enquiries: Journalists or media representatives may use the contact form to request press statements or corporate information. Please clearly mark your message as a "Press enquiry" and provide your publication name and deadline.
• Investor and corporate enquiries: Potential business partners or investor-relations contacts should also use the contact form, specifying the nature of the enquiry. As Rhino Holdings International is privately held, detailed financial information may not be publicly disclosed, and any response will be at the company's discretion.
• Regulatory or law enforcement contact: Where you contact us in an official capacity (for example, as a regulator or law-enforcement representative), please identify your organisation, role and contact details in your message so that your enquiry can be directed to the appropriate team.

Important Limitations And Legal Notices

• No personalised legal advice: The information on this contact page is provided for general informational purposes and to help you communicate with Bet Rino on betrinor.com. It does not constitute legal, financial or professional advice, and you should seek independent advice where necessary.
• Jurisdictional scope: This page is designed for players and stakeholders interacting with Bet Rino services regulated by the UK Gambling Commission for Great Britain. Different terms and contact arrangements may apply in other jurisdictions where Rhino Gaming Group Ltd. operates under its MGA licence.
• Policy references: References to Terms and Conditions, Bonus Conditions, Privacy Policy, Cookie Policy, Verification (AML/KYC) procedures, Responsible Gambling tools and ADR processes are to the relevant documents and pages provided on betrinor.com. These documents may be updated from time to time.
• Prevailing terms: In the event of any inconsistency between this contact page and the Terms and Conditions, the Terms and Conditions and applicable regulatory rules will prevail.
• Last updated: The information on this contact page is based on data available as of 6 November 2025. Regulatory requirements and internal policies may change, and we may update this page accordingly.