Betano Casino NG - Player's deposit cancelled and refund delayed.

I made a deposit of 150 mxn on April 23rd, 2024, initially thinking it would just be a matter of time until it was processed. When I contacted support, they told me their payment provider was slow in processing it and advised me to wait 24 hours. Two days later, however, they informed me that my deposit had been cancelled and would be reimbursed to my account within 3 days. In response, I emailed the proof of transfer, only to keep getting put off. I asked for a status update today through customer support and they told me they're waiting on me to send the information that I already shared with them on May 1st. I really hope you can help me to figure out what's going on with my refund. I don't understand why my deposit was cancelled or why it hasn't been returned to me yet.

Dear overlinjavier54,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

PS: Would you mind providing us with the precise URL of the casino website?

Good day,

Correct, I no longer made any more deposits, and I had already made a deposit without a problem before that one on April 23, I will no longer play there in beta because as a result of this situation I realized that their support service is very friendly and courteous but very poor for how they handled the situation, I took on the task of analyzing things and it happened that the problem was indeed with their payment provider.

He made a mistake because before depositing in betano I requested a deposit at another casino for the same amount of 150 but I did not make the transfer, then I went to betano I requested the spei for 150 and transferred to the account that appeared in betano but the supplier processed the spei for the other casino.

Can you guide me to know what to do in those cases, I still have no response from betano.

Thank you very much, the page is betano.mx

I completely empathize with your frustration, overlinjavier54. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 11 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

PS: Would you mind providing us with the precise URL of the casino website?

Good day,

Maybe I didn't explain myself correctly, the funds were transferred to another site (playuzu) which doesn't seem correct to me because they forced me to play on a site where I didn't deposit and it didn't allow me to withdraw without first playing the amount.

The payment provider made the mistake of processing my spei to another site, I will add the evidence.

On May 9, via chat, I told them this same thing and they told me that they would be escalating it. Today, May 12, I returned to ask about the case and they told me that it is already closed and they can't do more because the provider told them that I deposited In other site.

The supplier simply did not take responsibility for the mistake he made and Betano did not want to intervene for me to find out what exactly had happened.

The site is

https://www.betano.mx

Hi overlinjavier54,

• Do I understand correctly that your deposit was credited to a different casino?
• Have you used your deposited funds in Playuzu Casino, or is the deposit still untouched in your casino account?

Thank you.

Dear overlinjavier54,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.