The player from Chile accused Betano of fraudulent practices, including software manipulation and deletion of game history in the 243 Top Multiplier game. Despite hitting significant jackpots, she claimed the casino refused to pay and had erased evidence of her winnings, prompting her to demand an audit and restoration of her records. She later added a second claim about an alleged CLP 10,300,000 win in Zeus Gold Blitz Lightning, saying the history had been grouped to hide the winning transaction ID. We reviewed the screenshots and complaint details, but the evidence did not prove that a legitimate win had not been credited or that the game records had been deliberately manipulated. For that reason, the complaint was rejected due to insufficient evidence, and we could not require Betano to pay the claimed winnings.
Betano Casino CL - Player reports theft and manipulation by the casino.
Insufficient evidence from player
Amount: $70,000 CLP
Betano Casino CL
Safety Index 8.9 HighCase summary
Translation
Blatant software manipulation, intentional deletion of histories, and theft of prizes in the 243 Top Multiplier game.
Dear Casino Guru Team:
I am filing a formal and urgent complaint against Betano for fraudulent practices, software manipulation, and malicious alteration of game histories in the title 243 Top Multiplier.
I have been the direct victim of blatant theft: playing this game, I reached high multipliers and managed to hit two significant jackpots (500 jackpots), but the platform abusively deleted all records from my history to hide the evidence of my winnings. Despite having generated these legitimate prizes, the casino flatly refuses to pay me and is deleting the evidence from my account.
I have all the evidence and screenshots that support this fraud. I demand a strict and independent audit of Betano's software in this game, the immediate restoration of my real game records, and the full and unconditional payment of what I am owed. I will not accept this continued theft.
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Dear Veronika_2026,
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.f@casino.guru? Have you stopped playing right after the incidents occurred?
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 along 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
TranslationAlong with greetings, I want to update this complaint by adding a new critical incident with the same operator (Betano), which reinforces the pattern of lack of transparency and withholding of funds that I am experiencing.
1. Case already reported: Problem with the 243 Multiplayer game (prize for multipliers of the 500 'pigs'), which remains unresolved.
2. New case reported (Incident 08/18/2026): Prize of $10,030,000 CLP won on the Ancient Fortunes Zeus Gold Blitz Lightning slot. In this case, the casino is deliberately blocking traceability: they have anomalously grouped multiple different plays (each with its own ID) into a single time block, completely preventing me from identifying the ID of the winning play of the super mega win.
Betano has not provided any serious technical answers regarding either of the prizes. I formally request that Casino Guru demand the following from the operator:
The detailed breakdown of the game provider logs for both games.
Clear identification of the winning transaction IDs for both prizes that are being hidden behind the grouping of times.
The immediate crediting of the funds held in my player account.
Attached is evidence from the transaction history showing the manipulation and grouping of the record in Zeus's slot.
TranslationTranslationIn addition to the facts already presented regarding the '243 Multiplier', I am submitting three screenshots that prove a systematic theft in the Zeus Gold Blitz Lightning game. On August 18, 2026, I won a prize of CLP $10,300,000, which was never credited to my balance. Immediately afterward, the system began injecting fraudulent bets with impossible decimal values to empty my account and conceal the winnings.
I am attaching the evidence of this theft and formally request that it be incorporated into my case, as this constitutes a serious manipulation of the software.
Sincerely,
Verónica Pamela VM
RUT: [hidden by Casino Guru]
Betano User: [hidden by Casino Guru]
Dear Veronika_2026,
Thank you for providing the additional information and screenshots.
We have carefully reviewed the information provided. However, based on the available evidence, we are unable to establish that Betano failed to credit a legitimate win or that the game history was deliberately manipulated.
The screenshots you provided do not independently prove that the relevant spins were actually settled by the game server as winning outcomes or that any specific amounts were due to be credited to your balance.
Similarly, we cannot verify from the provided screenshots the claims regarding frame-by-frame manipulation of the game animation, deliberate hiding of winning outcomes, or an alleged automatic intervention by the game system. These claims would require access to internal server-side and/or game-provider records, which are not available to us and cannot be established from the submitted evidence alone.
It is also important to clarify that Casino Guru is not in a position to conduct a forensic technical audit of a casino's or game provider's internal systems or independently obtain and analyse complete server logs and frame-by-frame technical data. If you believe that the gameplay was manipulated and that records of your gaming history are incomplete, we recommend contacting the game provider directly regarding the technical aspects of the game and its records.
Therefore, while we understand your concerns and appreciate the effort you have made to document them, the evidence currently available to us does not provide a sufficient basis for concluding that Betano owes you the claimed winnings or that the casino deliberately manipulated or deleted the relevant game records.
For these reasons, we are unable to pursue the complaint further and must reject it due to insufficient evidence to substantiate the claims made.
We understand that this may not be the outcome you were hoping for, but we hope you understand that we cannot establish a violation or require the casino to pay winnings solely on the basis of assumptions or screenshots that do not conclusively demonstrate the alleged outcomes.
Best regards,
Veronika
