Betano Casino PT - Player accuses the casino of disrupting the game.

Guys, I want to draw your attention to something that has been happening lately on Betano's roulette. If you place a bet, it goes back to the beginning of the game due to a network error. However, right after, it works fine with another bet. Just now, I bet 5€ and had 0 with chips, the game was below, and then without a chip on zero, it works normally. When 0 comes out, you see the bets, and whether or not the prize is given happens systematically. They definitely see the bet and it's illegal that they interrupt the game after the bet has been placed. They are stealing, I have no doubt about it. Be warned.

Dear Great90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

The problem is that I can't access my history, I've already been deprived of faxing it because I can't see my bets, I don't think it's legal and it's my right to be able to see my bet whenever it happened, they told me I had to wait by email now you see I can't see my bet, do you think it's normal to be deprived of my history of seeing my bet?

In certain roulettes I was deprived of being able to access and see my bet and 1 right that assists me and I can list the roulettes in question

I play, and I played countless times in the evolucion, premium evolucion roulettes, unclear things happened in bets and I was always unable to see them in my history, well, I simply couldn't see the bets I made. has always been deprived of doing so and therefore has to accept what they say, I don't think it's right, they should be monitored and no player should be deprived of seeing their bets

You may request your entire gaming history in Excel format directly from the casino. Please request it from the days when the problematic bets happened. When you receive it, please forward it to me. My email address is veronika.l@casino.guru. I understand your frustration but if we don't receive any evidence from you, we will not be able to open a discussion with the casino.

Okay, but if I was deprived of seeing it, it's like my history and I can already see that this is going to be bad.

Could you please confirm if you have asked the casino to send you the history? Please inform me as this is crucial for the investigation to continue. Thank you.

If at the time nothing appeared in the history, how am I going to ask for the history for the love of God, they gave me access to it just days later I received an email saying that everything was in compliance and no one monitors these online casinos, you are asking for 1 thing that doesn't exist because if the date I couldn't see my history however you say it

According to the Terms and Conditions of Betano Casino:

10.2 Miscarried and aborted games

10.2.1 Kaizen is not liable for any downtime, server disruptions, lagging, or any technical or political disturbance to the game play. Refunds may be given solely at the discretion of the management.

10.2.2 Kaizen shall accept no liability for any damages or losses which are deemed or alleged to have arisen out of or in connection with website or its content; including without limitation, delays or interruptions in operation or transmission, loss or corruption of data, communication or lines failure, any person's misuse of the site or its content or any errors or omissions in content.

10.2.3 In the event of a casino system malfunction, all wagers are void.

10.2.4 In the event a game is started but is miscarried due to a failure of the system, Kaizen shall refund the amount wagered in the game to You by crediting it to Your User Account or, if the account no longer exists, by paying it to You in an approved manner; and if You have an accrued credit at the time the game was miscarried, credit to Your User Account the monetary value of the credit or, if the account no longer exists, pay it to You in an approved manner. Miscarried and aborted games shall be resolved within 90 days. For Greentube games, the incomplete games will be resolved within 2 hours.

10.2.5 In the event that a customer’s participation in a game through a wager is is interrupted by a failure of the telecommunications system or a failure of the customer’s computer system that prevents the customer from following the game, the game shall conclude on its own and on the restoration of the system the customer may view the outcome of the game in the account pages; if the customer wins, the amount won will be debited immediately to his/her account.

Sometimes, technical glitches may happen and your bet is not accepted. The money for the bet is not deducted from your account and you neither win nor lose. In such cases, the bet might not be recorded in the gaming history at all.

If you do not have any evidence suggesting that money was deducted from your account unjustly or that some errors caused you to lose money, I am afraid we are unable to assist you. As I mentioned in my first reply, without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.