The player from Mexico deposits on November 25 and subsequently requests four withdrawals, but the first two do not appear in his bank account. Although customer service at Betano claims the withdrawals were approved, the player's bank indicates the funds were returned. He is frustrated by the discrepancy, especially since the last two withdrawals were processed quickly.
Betano Casino MX - Player's withdrawals are delayed and not credited.
Amount: Mex$894
Betano Casino MX
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8.8
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Case summary
4 days ago
Public
Public
5 days 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:
Public
Public
4 days 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
Casino Guru is examining the case
