The player from Chile deposited money into a casino, which was deducted from her bank account but not credited to the casino account. After contacting customer service, she was directed to provide a purchase receipt she never received. Despite providing bank statements as proof of the transaction, the casino remains unresponsive and refuses to credit the deposit without a receipt. The player stopped responding to our questions and comments, so we rejected the complaint.
Betano Casino CL - Player's deposit was not credited to the casino account.
Amount: $15,000 CLP
Betano Casino CL
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
On August 9th, I made a deposit which was deducted from my bank account but was not credited to this casino. I also did not receive a purchase receipt. I immediately reached out via chat, and they directed me to a support email. I explained what had happened and was told that I needed to wait 3 business days. Then they asked me for a purchase receipt that I never received. I contacted my bank, and they sent me a bank statement with the necessary information (date, time, transaction number, amount, account holder name, and name of the bank). Still, they insisted I need to provide the receipt that I never received. My bank confirmed that the deducted amount was credited to Betano, and hence a refund is not warranted, but Betano insists that they cannot do anything without the receipt. They have provided terrible customer service; I've received NO response regarding my money to date. Honestly, their chat and support leaves much to be desired. The lack of intent to return my money is quite noticeable. The truth is, regardless of the amount, I feel cheated as a player, considering I can't play if I don't deposit. I believe I have every right to claim what is mine.
Automatic translation:
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8 months ago
Dear Lunanegra,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you requested your bank to send you a payment receipt that would be accepted by the casino? Has the casino informed you why the bank statement you provided them with was not sufficient and what information should a sufficient document entail? When exactly did you send your bank statement to the casino?
Please forward any communication between you and the casino regarding the issue to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Dear Lunanegra,
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.
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8 months ago
Translation
Hello, regarding your question, yes, I asked the bank, in fact when the problem happened I immediately called my bank, but then the case was closed because the transaction had been credited and collected, the bank told me that only They can send a list of movements, which is what I sent to Betano, according to them it is not useful, which I sent a few days since they do not have 24/7 support and due to the schedule we have limits, I have the thread of all the emails with Betano support, which I can send as a copy, finally I contacted Kushky and they gave me a proof of purchase, but Betano says that it is not the correct one. Until now I am still without my money.
Automatic translation:
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7 months ago
Please forward all the relevant communication between you and the casino to veronika.l@casino.guru. Also, please send me the receipt from the bank stating that your deposit was successful. Thank you in advance.
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