Betano Casino MX - Player's account has been closed and withdrawals are delayed.

I inform you that on Saturday, March 15, I requested a withdrawal of 2,888, which shortly after appeared as approved, but I never received the money. The next day, the same case, I requested another withdrawal of 15,001. As additional information, I have been making withdrawals for months since my account is obviously verified. When I asked customer service, they told me that perhaps because it was the weekend it would take 48 hours. Since I urgently needed the funds, I began to press to find out what was happening. On March 17, an operator began to ask me questions about why I urgently needed my money and if I had to pay anything. This made me uncomfortable. After finishing asking me, this operator proceeded to block my access to the casino. I am very upset because now I do not have my two withdrawals nor do I have access to the casino.

Dear cortaodoble,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello, complaint resolved! My money was credited, but my account is still blocked.

Dear cortaodoble,

Thank you very much for the update.

Please understand that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

• Could you please confirm that the casino processed your withdrawal in the full amount?
• Was there any balance left on your account that the casino confiscated?

Please let me know.

Dear cortaodoble,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.