Betano Casino DK - Player’s account has been closed.

Hey everyone, I've had my account permanently closed for no real reason, I was told they were supposed to call me back, but it ends up being a message saying something about terms and conditions.

P.S. I have not been informed if there have been any changes, so I have not had the opportunity to distance myself or anything like that. I would like to have it opened and apologize for the poor communication on your part.

I have written by email and in the app as I only but without success on getting everything in to you including that if I get it open I will check up on everything from new and on top of that use the 1000 if you then promise I will get everything back that was waiting for me, that is 4-5 gold platforms and 30-45 spins

So I feel really badly treated by Betano

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. From the screenshots you uploaded with your complaint, it appears that your account was closed due to responsible gaming concerns.

• Could you please specify what the real-money balance in your account was at the time the casino closed it?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I chose to pay out and was quarantined and given bad information about not being allowed to play with others during that time and now it's permanently closed, can you help me there?

• Am I correct in understanding that the casino permanently closed your account due to responsible gambling concerns?
• Have you ever requested to be self-excluded from this casino or from any other casino licensed in Denmark?
• Have you made any successful withdrawals from this casino before?
• When exactly did you submit your most recent withdrawal request, and when exactly was your account blocked? Did the casino provide you with any information regarding the expected processing time for your withdrawal?

Dear Rosenkrants04,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru