Betano Casino BR - Player requests return of money due to responsible gambling concerns.

The casino allowed someone with an addiction problem, who shares the same residential address, to continue gambling. Despite knowing the vulnerability, the casino refused to return the money. I didn't gamble; I had no choice as the person was sick and in need of help! Why didn't the site prevent another account from being opened?

I tried to file a complaint on the Betano website, and they even offered me a bonus as a bribe. Now I ask you: when it comes to responsible gambling, what is the intention of Betano offering me a bonus when I was already going through the worst phase of my life? What more did this Betano site want to take from me?

Please help me get my money back! It was earned through much struggle and suffering. I have daughters and a family to care for, including a 2-year-old baby who needs diapers, food, and medicine! The site took all my money without providing any support. I had no choice; please help me.

Dear Luhr,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will definitely need more information. Could you please clarify who is this "someone"? Who has a gambling addiction and how does this situation influence you?

I will be waiting for your reply patiently.

Best regards,

Kristina

My husband!

Influence on the party who lost all my money without me knowing, but the Betano bookmaker already knew that there was an addict vulnerable to gambling at the same address, where they also cannot have two accounts at the same address, as stated in their terms and conditions, and I went to complain and Betano offered me a bonus even though I said I was having basic needs!

Where does the responsibility of the Betano bookmaker apply?

I just need my money back, because the Betano website is wrong, and they even offered me a bonus in an attempt to bribe me to keep quiet in the face of the aforementioned facts

Thank you for your reply, Luhr. While I understand your frustration and this situation is really unfortunate, we are in a position to request refunds in cases like this. We don't think that your complaint is unjustified, but this is our company policy, as you are not the one who created an account at this casino or used the funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.