Betika Casino - Player's winnings were not credited.

My winnings are were not given to me by betika

Dear shekalesuleiman,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Betika Casino. I’m afraid I will need more information regarding your problem. Please could you describe the situation in more detail?

I will be waiting for your reply patiently.

Best regards,

Tomas

I won a free spin in betika chilli heat I got 1428 ,another one 780 but they never added to my balance

some of the evidence of my account history ..

trying checking the highlighted areas carefully

Thanks for providing an explanation.

Did you contact the casino with this proof the winnings were not credited to your balance?

What did the casino say?

They said they need screen shot I sent them but they have deposited nothing now it's that second week

Thank you very much, shekalesuleiman, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, shekalesuleiman,

I am sorry to hear about your situation and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betika Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betika Casino Team,

Could you please look at the player's issue and review the allegedly non-credited winnings? Can you inform us about the outcome of your investigation?

Thank you in advance for providing the information.

They paid 780.but 1428 and 825 not yet.

Thank you for the update, shekalesuleiman. Let's wait for the casino's response and details.

If there is any progress, feel free to let me know.

It's more than two weeks they have not paid my money .

What happens if they don't replie to you email

However, in the meantime, the casino credited your account with the KSh780. That is good news.

There may be a delay on the casino's side due to ongoing investigation and communication between its departments and game provider. It usually takes some time to investigate such cases. Therefore, I recommend you stay patient and wait.

As for your question - if no response is received in the set time frame, we extend the timer one more time and a casino has a second chance to comment in a thread. During this time, we try to contact the casino also in other possible ways. If the casino fails to comment on the complaint again until the end of the second timer, the complaint is closed as unresolved, and the casino's rating will be influenced accordingly on our website.

Then the last option is to contact a gaming authority if the casino is regulated and has a valid gaming license.

Now, please, let's wait for the casino's response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have also written an email to them but they don't respond ....I feel it's done this is how I should consider. I know they won't pay me ...

Dear shekalesuleiman,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system and update the disputed amount according to your last information to KSh 2,253 (1428 and 825).

I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - BCLB (Betting Control and Licensing Board, Kenya), and submit a complaint to them (complaints@bclb.go.ke). You can find more details about the process HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru