The player from Mexico deposited on November 25 and subsequently requested four withdrawals, but the first two did not appear in his bank account. Although customer service at Betano claimed the withdrawals were approved, the player's bank indicated that the funds were returned. He was frustrated by the discrepancy, especially since the last two withdrawals were processed quickly. The issue was resolved when the player provided the necessary documentation, confirming that the funds were not included in his bank movements. On December 3, he successfully withdrew his winnings to his bank account.
Betano Casino MX - Player's withdrawals are delayed and not credited.
Amount: Mex$894
Betano Casino MX
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
On November 25 of this year, I made a deposit and afterward requested four withdrawals. However, the first two withdrawals did not appear in my bank account, while the last two did. I contacted Betano's customer service on the same day to inform them of what happened. They told me it could take up to two business days. On November 28, I reached out to them again, stating that the money had still not been credited. They told me the withdrawal had been completed and approved on their end, and advised me to contact my bank. My bank, which is a Fintech, informed me that the withdrawal was not credited because it was returned by Betano. They said they no longer have a way to investigate and that I have to resolve it with the service provider for the withdrawals. They also couldn't give me a timeframe for a response, as it depends on the number of cases they have. My complaint is about how, of the four withdrawals, the two largest were not credited, while the last two were credited to my account in no more than an hour and a half.
Automatic translation:
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1 month ago
Hello andreuanamario,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betano Casino MX. 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 if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that withdrawals may take up to 14 days and it might have been rejected by the bank and the issue must not be on the casino's side. It might take longer as a basic withdrawal this way for the casino to resend your payment.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Yes, my account is verified, since October 4th of this year.
The profits were from money I deposited.
Today I spoke on the phone because they asked me for a statement of account for this month (which
I don't have it until two or three days from now)
They told me that the screenshots of all the movements in my bank account are not valid. Even today I forwarded them the entire conversation with my banana (albo) so that they have that information, but I have not received a response from them.
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1 month ago
Hello andreuanamario,
Would it be possible to forward the communication with the casino and your payment provider as further evidence to nikolas.b@casino.guru.
Looking forward to your response.
Regards,
Nick
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1 month ago
Translation
Good morning !!
The casino has already made the refund, once again I comment that they asked for too much documentation which made it difficult for it to be a simple procedure.
Their response was that my bank rejected the payment but with my account statement for the month of November they were able to verify that it was not included in my money movements, neither incoming nor outgoing, in addition to that they asked me to verify and validate another bank account or try the withdrawal again.
The process ended on December 3rd when I was able to make the withdrawal from my betano account to my bank account.
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4 weeks ago
Dear andreuanamario,
Do I understand it correctly that the issue has been resolved?
Regards,
Nick
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4 weeks ago
Translation
It's right !
Thank you for your attention
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3 weeks ago
Dear andreuanamario,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
