The player from Ecuador faced account closure at Betano and was unable to access his funds, which were being withheld. He was forced to withdraw to a bank account with a negative balance, despite having deposited with cryptocurrency, and requested an immediate refund via his original payment method. The player experienced repeated verification issues with his ID documents, which led to account closure and a promised refund that was delayed beyond the 30-day deadline. Despite multiple attempts by the Complaints Team to engage Betano for resolution, the casino failed to respond. Consequently, the complaint was marked as unresolved, and the player was advised to seek assistance from alternative dispute resolution services such as eCOGRA or the Malta Gaming Authority.
Betano Casino EC - Player's account has been closed, funds are withheld.
No reaction
Black points: 209
Amount: $600
Betano Casino EC
Safety Index:HighCase summary
Translation
Betano Ecuador is withholding my funds after closing my account. I deposited using cryptocurrency (TXID verified), and now they are trying to force me to make a bank withdrawal to an account with a negative balance, causing me financial harm. They are citing clause 4.5 to arbitrarily change the payment method, ignoring the fact that the original method was already approved. I demand an immediate refund via cryptocurrency.
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Dear MathiusEcuador,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding Betano Ecuador. To better understand your situation and assist you effectively, could you please provide us with some additional details?
- Can you provide the exact clause from their terms and conditions that you mentioned (clause 4.5)?
- Could you provide any documentation or screenshots of your account balance that supports your claim?
- What other specific communication have you received from Betano regarding the closure of your account?
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
TranslationHere are screenshots of the entire process with Betano; I also have several emails exchanged with Betano.
Dear MathiusEcuador,
Thank you for your reply and for providing the previous details.
Could you please clarify the following:
- Have you or the casino provided any alternative options for the payment method?
- Could you post a screenshot of your withdrawal history here in this thread or send it to my email, as your last submitted document is not clearly visible?
- Could you provide any additional communication you had with the casino, such as screenshots, emails, or chat records?
You can send all relevant documents to my email: petra.h@casino.guru, or post your screenshots directly to this thread.
Thank you again for your cooperation.
Dear MathiusEcuador,
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.
TranslationBetano requested 30 days to refund the balance to my account, which was due on February 23, 2026, and I received no response. So I decided to contact them, and they asked for a bank statement to process the refund. I challenged this method again because I have an overdraft on my only bank account due to an error by the bank, and I have a legal action against the bank to resolve the negative balance. I requested that Betano process the refund using the same method as the deposit, including my cryptocurrency key and a screenshot of my cryptocurrency wallet, as they requested.
Dear MathiusEcuador
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Hello there,
Thank you MathiusEcuador for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Betano Casino EC for their help in resolving this complaint. We would like to know why the player's account was blocked and the winnings were confiscated.
Thank you!
TranslationHi Peter! I've been having problems with Betano for a while now. After winning a few games, Betano blocked my account and asked for additional verification, like a photo of my ID. I sent it, but they repeatedly rejected it, claiming it was altered or edited. After much persistence, they accepted the document, but then asked for it again, and the rejection process repeated itself. They never justified what had been edited or what led them to accuse the document of being altered or edited. So I requested the closure of my account because I no longer trusted the metrics Betano uses, and they granted it. They gave me a 30-day deadline for a $600 refund to my account. Those 30 days have passed, and it's almost been 50 now, and I still haven't received the refund. Another problem is that they asked for a bank account to process the refund, but I'm having problems with my bank account due to an incorrect charge. If I receive money in my bank account, it will be deducted from the incorrect debt, and I will suffer a loss. I informed them that I made the cryptocurrency deposit from my Binance wallet precisely because I was having this issue with my bank account and am trying to resolve it legally, which explains why I can't receive funds in my Pichincha account. Since I haven't received a response from Betano, I turned to casino.guru for help.
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 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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting theMalta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
