Betano Casino Ontario - Player’s winnings haven’t been received yet.

I am placing a formal complaint concerning delays and challenges I have encountered while trying to withdraw my prize winnings of 15 thousand dollars from Betano casino in Ontario . I value Betano Casino as a platform and have enjoyed my experience overall, but this situation has caused significant frustration.

In June, I was asked to provide a picture of a prepaid Visa card for verification purposes. Unfortunately, as the card was disposable and no longer in my possession, I submitted the best image I could. Despite this effort, $300 of my winnings was withheld. To date, I have not received clarification on why the submission was deemed insufficient. I have asked for the casino to provide me with a copy of the image I sent and an explanation regarding this matter. The casino has ignored my inquiry altogether and acted as if I had not even asked them this question.

More recently, I opted to use bank e-transfers for my deposit instead of prepaid cards to avoid such issues. I had really liked Betano and missed playing it. However, my winnings of $15,000 from this method have not yet been paid. This delay is particularly concerning as it affects my trust in the withdrawal process. Additionally, I am left questioning why I was able to deposit funds into the casino when there appears to be an issue preventing me from withdrawing my rightful winnings.

I fully understand that technical or procedural challenges can arise, but I kindly request the following to bring this matter to a satisfactory resolution:

1. An immediate payment of my outstanding winnings of $15,000.

2. A clear explanation regarding the withheld $300 and why my June submission was insufficient.

3. Confirmation that steps will be taken to address any inconsistencies between deposit and withdrawal processes to avoid similar situations in the future.

I have attempted to resolve this matter through your message chat feature but have not received a response. I have filed a complaint with i gaming ontario.

I am needing help in getting my winnings and i am uncertain of where to go.

Dear EmilyBMF,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear EmilyBMF,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear EmilyBMF,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.