The player from Germany encountered a client-side error when he tried to log in to the bets.io site. Despite troubleshooting efforts across various devices, operating systems, and connection types, the issue persisted. The player suggested creating a new account and transferring his credit. Despite numerous attempts, we were unable to establish contact with the casino. The player reported that he was able to register again, but his credit was missing. The casino's support team informed him that it would be in BNB currency; however, the player was unable to select or use this currency. After the reopen request from the casino we have learnt that the issue is resolved.
Bets.io Casino - Player experiencing login issues.
Amount: €300
Bets.io Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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8 months ago
Translation
I can usually access the bets.io site without any issues, everything works fine until I try to log in. Suddenly, after one day, right after logging in
Application error: a client-side exception has occurred (please see the browser console for more details).
I've had the account for about two weeks now and have been corresponding with the support team for over a week.
This problem now crops up on all devices, whether I am using a VPN or not, on both Windows 11 and 10, and Android. It happens regardless of the browser I use: Edge, Opera, Firefox, or Brave, and whether I'm connected via Wi-Fi or mobile data—there is no difference. I have even turned off the firewall in the routers and completely disabled the antivirus on the computers for testing purposes, but still, no changes. Then, to rule out any extensions causing the issue, I set up a new PC. Unfortunately, despite having taken all these steps, the problem persists.
Automatic translation:
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8 months ago
Dear cornix,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.
I checked the website and it seems accessible
Please allow me to ask you a few questions, so I can better understand the situation.
- Does the issue persist?
- Have you contacted casino support via support@bets.io? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
Translation
Of course, I'm still in touch, and initially within a day some solutions were suggested, all implemented, and other things were tried out. I haven't heard from them for 4 days now. I suggested that they create a new account for me and transfer my credit. Because I suspect it's because of the account. Since the error only occurs after logging in, on various devices. With open ports (all). Different browsers, different networks, i.e. tried with friends. So I can actually rule out an error on the client side.
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8 months ago
I apologize for not replying sooner. The files behind the link seem to be restricted.
Could you make them available or forward the most relevant details to my email at tomas@casino.guru?
I apologize for the inconvenience.
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8 months ago
Thank you very much, cornix, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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8 months ago
Hello, cornix!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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8 months ago
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.
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7 months ago
We have decided to extend the timer for one more week, as it seems like we are establishing the contact with the casino.
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7 months ago
Translation
Hello, you can now register again, but my credit is now gone. According to support it would be in BNB currency. However, I cannot select the currency and therefore cannot use it. This has been going on for 2-3 days now, support knows about it. Since then it's been a case of waiting again.
P.S.
I haven't changed anything in my setup
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7 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
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5 months ago
cornix, hello!
We have received the information from the casino representative that your issue has been resolved. Can you confirm it?
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5 months ago
Translation
Yes, that's right. I also wanted to report it as a fix, but since the case was closed I couldn't change anything.
I have two guesses as to what the problem was.
I had topped up BNB coins there. In the meantime, these were no longer supported or accepted.
After logging in worked again, the credit was gone. I wrote to support and the credit was exchanged for the desired currency and was then fully available.
What's striking is that my location in the customer data is no longer Germany. They've set it to Turkey. Probably because of online blackjack? I don't know.
Thank you for your commitment.
Greetings
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5 months ago
Please, ask the casino on why the country is changed, it may cause problems in the future if you will not sort it out right away.
Otherwise, I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
