Betano Casino CZ - Player's jackpot has not been credited.

Good morning,

I am using this way because I have no choice but to file a complaint with the casino for the following reason: A month ago I won a bronze jackpot of 1650kc on the game Zeus, unfortunately it was not credited to my player account, I immediately contacted notification support, and he provides the whole situation with a photo of the winning screen she completed everything that was needed and they let me know that I have to wait. 2 days later, neither picture nor sound, I am writing again, asking when the jackpot will pay me, the answer is that I have to wait, and this is how it is to this day, I still get the same answer, I have to wait.

I was already uncomfortable and pressured them, threatened to file a complaint with the casino, but there is no response, they don't care at all, I don't know what to do, thank you very much, Regards *****

Dear Monika876,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betano Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was any bonus or promotion active on your account at the time of the incident?
• Could you please share any supporting evidence of your win and the casino's response?
• Send the information to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Monika876,

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.

Good morning,

I agree with the complaint

Yes I agree

Yes, I agree

There was no bonus, I deposited money via paysefecar and played the images and the conversation, I sent an email, thank you very much for your help

Thank you very much for your help

Dear Monika876,

I apologize for the delayed response.

I am afraid no email from you reached me.

Please send the information again to my email if the issue persists.

tomas@casino.guru

The interest is still pending, sent again, you must have it there, the problem is not resolved, I still have to wait, it's been 2 months, thank you for your help.

Thanks for your email.

I can see casino that on September 30th, support asked you to identify the exact game round or precise time of the incident.

Have you provided this information to casino support?

Is it possible for you to look up this information from your player profile at all?

I'll await your reply.

I sent them all the documents, the whole conversation is not there, there is a lot, everything they wanted, they really got it, thank you

Thanks for your reply.

The investigation from a game provider might take some time. When requesting an investigation precise time stamp or game round when the incident happened is crucial information necessary for investigation.

• Have you received any follow-up information from the casino regarding the investigation?
• What information is recorded in your gaming history?
• Do you have access to your gaming history or have you requested it from casino support?
• Could you please share this file from the day of the incident? Send it to my email at tomas@casino.guru

Hello, I didn't receive anything like that, I gave all the documents, date, time, game and photo from the casino, I was just told to hold on, no joke, I can log into the casino, but I can't do anything else there, it's been going on for almost 3 months and such ridiculous money as 1650 CZK, they are not able to pay, I can't even play, deposit, there is simply nothing to do there, I gave them all this information. They have provided everything they wanted and yet it has been going on for almost 3 months

So what should I do?

Thank you very much, Monika876, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Monika876,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Betano Casino CZ representative to join this conversation and participate in resolving this complaint.

Dear Betano Casino CZ,

Could you comment on this?

Thank you in advance for providing the information.

I agree

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru