Betano Casino BG - Player complains that she didn’t win anything.

Stoiantasev,St*********va37@gmail.com plays with 50 BGN they steal it every day, he asked for assistance from their chat and instead of assistance they turned him off without being able to continue playing and there are 10 BGN left there which are he asked for them and they make him spin

Dear Stefkataseva,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

You got BGN 10 without a problem but they don't allow him to play I don't know why, I sent them a message and he's waiting for a reply, he can enter their site, they haven't completely removed what's going on, are they hesitating to allow him or not, but I don't see why and what's the fault it's just that some employee was not happy like they did to me by not giving me at least why and he can't either

Thank you, Stefkataseva, for your reply. Could you please clarify if the funds inside your account are freshly deposited or if they're winnings?

Dear Stefkataseva,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.