Betano Casino MX - Player is concerned about the status of the casino.

I don't know what happened to the casino. I've seen many posts saying it was shut down for money laundering, and I deposited money to play without knowing it. How can I get it back? It was just a few hours ago.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation:

1. Are you able to access the casino website, or has it been shut down completely? If you are unable to open the website, please send me a screenshot of the error you see.
2. Have you made any deposits into this casino before?
3. Have you passed the full KYC verification?
4. When was the last time you successfully accessed the casino website and played any games?

Your answers will help us better understand the situation and proceed with your complaint.

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

Hello, good morning. This is what the casino's home screen looks like now. I can't log in anymore. I was talking to one of the casino agents, and they told me they were supposedly doing maintenance, but yesterday I saw that the casino was closed. My account is verified and everything. I deposited money yesterday, but I can't log in. I've played there many times and made withdrawals, and everything. I just want to know if they really closed it or if they're doing maintenance because I asked if they could give me a refund, and they said my money was safe, that there was no problem, but they didn't answer my question, and that's what I'm wondering about.

Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding this problem at [email protected]. Thank you for your cooperation and patience.

That's why I came to see if you can help me with this because I really don't know what happened, if it's going to reopen or not.

Dear Miser

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 ([email protected]). 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,

Veronika

Hello there,

Thank you Miser 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 MX for their help in resolving this complaint. We would like to know what the issue is with the casino and what we can do to help the player receive their deposits back.

Thank you!

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 have had no success receiving clarification regarding your case. I’m afraid there is not much that can be achieved without cooperation from their 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/forms/adr-dispute-step-1) 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 the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded, if you can do this on your own (p[email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter