Betor Casino - Player’s deposit not credited to account.

I made a deposit which was not credited to my Betor account, so I called customer support. They told me that the funds would be returned to my account within 14 days. However, it has been over a month and the money is still not there.

Dear Janik26,

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,

Kristina

The betor operator saw the deposit and told me that they are sending it back to me, but as I already wrote, more than a month has passed and I don't know where the money is at all

I contacted the bank today and they wrote me this

As I have verified, the credit card is not present in the account and this means that the money has not been sent to us yet. In this case, I would ask you to contact the merchant directly so that they can clarify when the money will be credited to you.

This lasts from 9/1/2024

Thank you for your reply, Janik26. In order to proceed with this complaint I would like to kindly ask you to provide:

• screenshot of your deposit history (you should be able to find this in your casino account)
• communication between you and your bank
• communication between you and the casino.

You can forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I would like to show it to you, but my account is blocked here, I sent you a screen from mobile banking, and it's also the highlight that I write to them and they don't even write me off

Thank you very much, Janik26, for your cooperation. 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.  

They probably don't believe this anymore, they just took the money and hey, they can do this to everyone

Hello, Janik26,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Betor Casino team,

Can you please look into the player's issue and provide us with the results of your investigation?

Is there anything that could be done on the user's side to help you locate the funds or speed the process up?

How was the deposit returned to the user's payment method and when exactly? Can you provide us with any confirmation?

Thank you in advance for providing the information.

Thank you for your help Branislav..I wonder if they will not answer me anymore

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.

He won't answer you

Dear Janik26,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Ministerstvo financí ČR and/or possibly Celní Správa ČR) and submit a complaint directly to the regulator. I would advise visiting their official websites (MFČR and/or CSČR), finding sections relating to "hazardní hry" and contacts/helpdesk sections on those websites, and contacting them using the available contacts.

In case of any questions or news, do not hesitate to contact me at branislav.b@casino.guru.

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

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru