The player from Brazil won free spins, but part of it disappeared together with the accumulated winnings. We rejected the complaint because the player didn't respond to our messages and questions.
Betano Casino BR - Player's bonus and winnings have disappeared.
Amount: 298 R$
Betano Casino BR
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Betano Casino BR has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I won 400 free spins in a beta tournament, when I spun 350 I had already paid 298 reais, suddenly the rest disappeared and the 298 also disappeared. I've sent several emails to support and not one has been answered.
Automatic translation:
Public
Public
2 years ago
Dear FERNANDO777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you didn't have the opportunity to play with 50 free spins? Also, did your whole balance disappear without further explanation?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
2 years ago
Translation
The casino does not respond to my messages.
And I know more people who are having the same problem.
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, FERNANDO777. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
