The player's bonus was not credited due to a technical glitch. It is not clear if the received alternative bonus was compensation. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint.
Betano Casino BR - The player's bonus was not credited.
Black points: 30
Amount: 200 R$
Betano Casino BR
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
8 months ago
Sensitive attachment
Sensitive attachment
10 months ago
Translation
Hello. I've been using Betano for a long time, I'm a loyal customer, and as a loyal customer I participate in the site's promotions regularly. Valentine's Day is celebrated on the 12/06th, and betano organized a promotion divided by stages. You complete 5 missions over the promotional period, usually one mission per day, and at the end of the promotion you receive the final prize. In addition to the final prize, there is usually a daily mission bonus. What happens is the following.
The first 3 steps I concluded, in the fourth step, which was the "bet and win: playtech slots" mission, I bet more than 500 BRL, as required, to receive 25 free spins worth 0.5 BRL and 25 GOLD CHIPS worth 1 BRL, and consequently have the mission completed. That is, I would be completing 4 missions out of 5 required, leaving only one mission. It happened that due to a technical failure at the casino, they did not count my bets, fixing the error with 50 free spins in the game Betano Bonanza worth 1 BRL, however they did not count my participation in the daily mission. On Monday, when the general promotion ends, and the day has arrived for those who completed the 5 MISSIONS throughout the promotional week to receive the 100 free spins worth 1 BRL each and the free bet worth 100 BRL, I I completed one more mission, thus being the fifth and last one needed, but they didn't count my completed step of the day they failed in the playtech mission. That is, I performed 5 missions, and due to a technical fault on the part of the casino, they did not credit me with the final bonus.
In addition, they simply ignore my emails, when they respond it is in a sloppy and inconsistent way, and in the chat they say one thing and in the email another. I'm going to leave my history here of free bets received, where you can see that THERE IS NO FREE BET OF 100 BRL THAT THEY EVEN SAID THEY HAD GIVEN IT TO ME BUT THEY DIDN'T, their emails closing the question without even listening to my side and my great dissatisfaction with this bookmaker that has everything to grow more and more but insists on treating its customers in the worst possible way.
Automatic translation:
Public
Public
10 months ago
Hello Arcain,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betano Casino BR. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you meet all the conditions to receive the final price of the bonus and if yes, is there any way to actually prove it? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Hello Arcain,
Would it be possible to forward the communication together with any other relevant proof (betting, bonus history) to nikolas.b@casino.guru?
Public
Public
10 months ago
Translation
I sent the entire email exchange with them to you, the rest that I can offer is already included here in the previous answers, the casino knows well what my question is about, I am looking forward to their response about my case and the total disregard of the their support.
Automatic translation:
Public
Public
10 months ago
Hello Arcain,
Just to clarify, the casino gave you 350 FS as compensation for the technical issues occurred instead? Isn't it wort more than the competition reward would give?
Public
Public
10 months ago
Translation
Hello good afternoon.
Yes, looking only from above and perhaps not understanding what I question with certainty, but see what it is about.
First of all, at no time was I told that such 350 free spins were referring to this, so much so that I got the information that the received spins were related to the mission prize of the fourth day of offers only 5 days later. I kept questioning the prize and they only said that they would check when they had already given me the spins, and betano has a confusing bonus program, where they always give me free spins without even explaining why, there is no criteria for them, this was never communicated to me. However, that's ok, I accepted that, however IT WOULD BE IMPOSSIBLE for such rounds to be to compensate for what I expose because I STILL WOULDN'T HAVE THE RIGHT TO THE 100 FREE SPINS and the FREE SPORTS BET OF 100 BRL, since I HAVE NOT COMPLETED IT YET FIVE MISSIONS to be entitled to them.
See well:
The promotion started on 06/06/2023, ending on 06/12/2023, with one daily promotion and on 06/12/2023 two, accounting for 7 offers and users who completed at least 5 offers would win the final prize 100 free spins and 100 BRL in sports betting.
The offers on the 06th, 07th, 08th were completed without problem, the one on the 09th was the one that gave the problem and on the 10/09th they gave me the 350 free spins to fix this, the mission prize of the 09th. THERE IS HOW I RECEIVED THE 350 FREE SPINS IN COMPENSATION FOR THE FINAL PRIZE BECAUSE I HAD NOT EVEN COMPLETED 5 MISSIONS. That is, until then I would EVEN be entitled to the final prize, being entitled only to the daily mission prize, which in this case was the prize that was compensated for the 350 rounds.
What I claim is the final reward for completing 5 quests, this was not given to me. The 350 rounds are to compensate for the prize on 06/09/2023, which was the 4th mission I completed and I did not receive the prize and the completion was not counted, then I received the 350 rounds as a prize but the 350 rounds were not counted completion of the offer, therefore, when completing the mission on 06/12/2023, only 4 missions were completed out of the 5 required in the system. If I received the prize of 350 rounds, it was because I completed the offer on 06/09/2023 that was a problem, if there were 4 completed missions out of 5 needed for the final prize, it was because they did not count the completion of the offer on 06/09 /2023. Did I explain?
Automatic translation:
Public
Public
9 months ago
Hello Arcain,
So basically the 350 FS were awarded as the 4th part of the bonus? From the first post you have here I can see that the casino awarded you some kind of golden chip as compensation then - can you please advise what kind of win did you accumulate from that one?
Public
Public
9 months ago
Translation
Friend, I don't know if it's because of the translation or another reason that I'm repeating the same answers in all the posts here, but I would like you to understand that the promotion worked as follows:
There were daily specials during Valentine's week. You completed the daily promotion and received the DAILY promotion reward. The 350 free spins I received was the prize for ONE DAILY PROMOTION.
If you complete FIVE daily promotions, i.e. one promotion EVERY DAY, you will receive 100 free spins and a sports bet worth 100 BRL, for completing FIVE DAILY PROMOTIONS. This is what I claim.
I completed a promotion on 6/6, so I completed ONE of FIVE. So I received that day's award.
I completed a promotion on 6/7, so now I've completed TWO out of FIVE. So I received that day's award.
I completed a promotion on 6/8, so now I have completed THREE promotions out of FIVE. So I received that day's award.
I completed a promotion on 6/9, so now I have completed FOUR promotions out of FIVE. So I received that day's award.
*** THAT DAY was the one that was not accounted for by the system because the casino had problems and so, due to CASINO problems, the prizes FOR THAT DAY, which would be 25 free spins and 25 gold chips, HAVE NOT BEEN PAID. I was already noticing that I had bet more than 500 BRL on the selected slots, I contacted the chat and was told that they were experiencing difficulties and that they would solve it. Now understand: the 350 free spins were an ALTERNATIVE PAYMENT for COMPLETING the promotion and NOT RECEIVING the bonus promised in the DAILY SALE.
So if I got that 350 free spins prize it was FOR COMPLETING THE DAILY PROMOTION, so now I've completed FOUR promotions out of FIVE.
I completed a promotion on 6/12, so now I've completed FIVE promotions out of FIVE. So I received that day's award.
THEREFORE, upon completing FIVE promotions I should receive 100 free spins and a 100 BRL sports bet. THIS IS WHAT I CLAIM, BECAUSE IT WAS NOT ACCOUNTED BY THE SYSTEM for the conclusion of the daily promotion on 09/6, there were only four out of five due to the CASINO'S INTERNAL PROBLEM. I completed it and the proof that I completed it IS THE THREE HUNDRED AND FIFTY free spins I received.
I don't know how to be clearer than that, I know that your work is voluntary but it's been almost a month now that I've only been waiting for a response HERE from Betano who simply STOPPED responding to me.
Automatic translation:
Public
Public
9 months ago
Hello Arcain,
I'm sorry that it seems to take long but as we are a 3rd party website, we need to gather as much information as we can before contacting the casino. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
9 months ago
Translation
Please, it's been a month since I've been trying to resolve my problem and you ask me questions that I always answer the same until the last collaborator said he would forward the matter to another and it's the second deadline that you break here, so I would like to ask you to close the matter here if you are going to treat me that way because I cannot open the same dispute in different mediators. If you want to help me, just meet the deadlines for what you propose to do, because I could turn to askgamblers if I knew they would treat me like that.
Edited
Automatic translation:
Public
Public
9 months ago
Hello, Arcain,
I am sorry to hear about your issue, and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, I dare to disagree with your claims. Not all questions have been completely answered. If they all were answered sufficiently, Nick would not have to repeat them.
To be honest, if I understand it correctly, you received a compensation of 350 FS instead of 25 FS + 25 golden chips + 100 FS and 100 BRL for sports betting. Nick tried to explain that the provided compensation was worth likely more than all prizes that you otherwise would have received together under normal circumstances. So, it is really not clear what is the problem here, and what you expect as a solution to this complaint.
Now I would like to invite Betano Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Betano Casino team,
Could you please look at the issue described above and provide us with an explanation of the player's situation in more detail?
Was the 350 FS compensation worth more than other prizes that the player would have received if there were no technical issues? What is the value of 25 golden chips, and what is the value of 1 average free spin given by the casino as a part of the no-deposit bonus offers?
Thank you in advance for providing the information.
Public
Public
9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
8 months ago
Greetings all,
As I was recently provided with a possible new and relevant contact for the casino, I am extending the timer once again and providing the casino with a few more days to respond.
However, if there is no progress or we are not provided with the requested information and details until the current timer expires, the complaint will be closed in accordance with the conditions stated in my previous post.
Thank you for your patience and understanding.
Public
Public
8 months ago
Translation
I hope you at least review the rating you give this casino in seven days again as they won't respond as I noticed they never responded to you. Thanks for trying to help, but the best help would be the true grade this casino gets here.
Automatic translation:
Public
Public
8 months ago
Translation
As expected, they didn't respond here. In the e-mails that they answered, they only spoke nonsense, automatic messages, mismatched and lying. I want to hear from Casino Guru if they are going to continue to give this ridiculous casino a high rating as it is misleading the user as we trust Casino Guru. Thanks for trying and take action: EXPOSE that they NEVER showed up on the site to resolve conflicts. They DON'T CARE about the users and neither do you.
Automatic translation:
Public
Public
8 months ago
Dear Arcain,
Thank you for your opinion. The complaint will be closed in accordance with our standard processes and internal policy. Since the disputed amount is low, and we are talking about bonus money, the casino's reputation will be impacted accordingly.
Unfortunately, since we have recently been provided with the information from casino representatives that they do not want to discuss anything players related, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
The casino can reopen this complaint anytime and you will be notified about it by email.
In the meantime, I recommend that you file a complaint to ADR - (eCOGRA). Alternatively, it is also possible to turn to the MGA directly (https://www.mga.org.mt/player-hub/lodge-a-complaint/). It is a good licensing authority and has better options and tools to help players.
In case of any questions or news, feel free to contact me via email (branislav.b@casino.guru).
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
Please disable your AdBlock