Betano Casino Ontario - Player’s winnings have been confiscated.

On March 19th I won a prize playing "LIVE TRIVIA": $45.60

While playing the Golden Chips I won (in that amount above mentioned) I had played about a half hour and then all of a sudden the chips were not on my game any longer. I put a ticket in. I went and investigated in the history of the game Pig Champions (that's the game one must wager the prize funds on) and sure enough, there are my chips, showing in the "history balance" and nowhere else. I go back to the Live Chat, and provided the screen shots to "prove" my claim. They "escalate" my ticket. I returned every day, to check on this prize and the progress of getting my chips back.

While I have no dark motive to be returning daily to check on my disappeared funds, it seems to have been interpreted that I MUST have a gambling problem of sorts and I am now restricted from this casino, which to be honest I cannot wrap my head around - I am not sure what is deemed so awful that I was restricted... I am simply a player who's game had a technical glitch - resulting in ME being restricted. I was devastated by this, not because of the loss of funds but more so by the tactics and lies from the agents, and the loss of trust with this casino - I have played there a long time. This "win" turned out to be a whole bunch of losses, and I don't think they investigated this adequately; if they had, I would not be writing here. Out of all the agents I spoke to during that time for this incident, I believe only 3 out of the 9 people "understood" what I was trying to say in the Live Chat, so I believe there may be a language barrier here as well... but that STILL doesn't explain how they couldn't see my chips in the history of that game and see that they weren't on my actual balance.

I have uploaded as much as I could, and will upload more to show all the transactions in the game PIG CHAMPIONS. You will see in the attachment Betano 03-24 1.jpg the "start" of my Golden Chips.

Dear SuperKyzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you had any real money balance in your casino account before you lost access to it?
• Did you pass the verification before your account was closed?

Additionally, if there is any additional supporting evidence or communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here.

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

Best regards,

Kristina

Hi Kristina, 

To answer your questions:

Could you please clarify if you had any real money balance in your casino account before you lost access to it? I did not have any real money on my account, I played the small winnings I had from the chips and I didn't want to confuse the casino by depositing and playing more - until my case was resolved, I opted not to play there.

Did you pass the verification before your account was closed? 100% yes. I have been depositing and have made more than one withdrawal from this casino. 

With the Ontario iGaming casinos, you pretty much have to be verified BEFORE you can play at any iGAMING casino. So, yes - I was/am verified.

I am having a growing concern with how they've handled this whole situation. I know I had chips, I know they went missing. I found them in the history of the game and they were there for a long time - until they cut my access, the chips were still showing there. WHY they would cut my access like this, or even think that any of my actions are deeming me a "problem player", persay, to have restricted me like this is definitely bothering me BIGTIME... I have not had any issues with this casino up until now. They were always good. I would have said that this casino would have been one of my top 5 that I liked to play at - and then this whole situation happened and has me questioning their business practices, especially when they SAY they had "sent this case to be investigated" and responded that nothing abnormal was found. I am shaking my head over this - and frankly at how many times this must have happened to others... This is not a huge amount of money, but that isn't the issue. The issue here for me is the integrity. This casino went from being a favorite to being a potential "scam" casino - and it really bothers me that this wasn't properly investigated, what if my funds were in the hundreds or even thousands, and they did this! 

I am going to elaborate on the processes I took to have this looked at:

On March 17th - spoke to Jacob Q, agent in the live chat. He did not seem to understand what I was trying to tell him - his answer to my problem was "wait 72 hours". This is not good service for ANY problem, I have to say.

March 17th, later, I decided I was not satisfied with this "brush off" answer from Jacob Q, and went back in and spoke with Andrew C. Andrew also did not seem to understand my issue - he went into my casino history (not the actual GAME history but the casino's play history) and he stated that my chips were not showing there - which I tried to explain that this is not where they are showing, it is IN the GAME they are showing - he then decided to escalate my ticket. I at this point have no faith in this process, as I am not even sure they are excalating my issue concisely. What's the point if they don't understand what I am saying.

March 17th, several hours later: I went back in, after doing my OWN careful investigation based on what was showing in the GAME "Pig Champions" - and wrote it all out, and discovered that there was more issues. That every spin I took that was on whatever slots - that those spins were being deducted from the Golden Chips that were NOT showing on my account. This was EXTREMELY bothersome. I was now seeing that my dissapeared chips were clearly being dissolved by any other games I play - which to me seems very VERY peculiar. I know that those chips can ONLY be played on PIG CHAMPIONS, yet, if I did some "free spins" (no deposit free spins for St. Paddy's day for example, I chose to spin on Oink Oink Oink, and those spins were taking the equivalent of whatever the spins were worth OFF my GOLDEN CHIPS amount. It shows this in my screen shots. This is not seeming ok, I am now VERY concerned, there is something much bigger happening here and I am SEEING it. I bring this to the chat, and Vanessa U. is the FIRST AGENT that I am certain understands my issue - this is ticket number 83137155. I am at this point feeling hopeful.

I had more to add after some thought, so went back to the Live Chat and MADDIE F. took my extra information (I am feeling confident at this point that something is getting done here) and she assigns a NEW ticket number: 83142236.

later date (unsure of exact date) went back to check on my query: Jacob Q is back, understands NOTHING. AGAIN.

later date (unsure of exact date) I am transferred to a "manager" Maria T, who is VERY combative about this case for some reason - which leaves me very unsettled. She is not friendly and seems to want to fight me on every topic - I realize this isn't going to go well and concede. She promises that she PERSONALLY will update me on the Friday. This never happens.

Later date (unsure of exact date) I go to live chat and Sincere T, another agent, INSTEAD of checking on my case, which has been weeks now, decided to ask me if Gambling at Betano has caused me issues. I am restricted by her. For nothing.

This has me defeated.

I am now under the belief that perhaps I have uncovered something here. It appears that these Golden Chips were somehow "hidden" but still being deducted by every game play, every spin I took, when they were supposed to be ONLY assigned to Pig Champions. I reiterated this to these agents over and over and over again, and they began to have a pattern when speaking with me - they went from friendly to short and dismissive, and at times even rude (Maria T.). I was being gaslighted, basically told that what I see is not what is happening, when CLEARLY it is. I noticed that with Sincere T, there was no usual pleasantries, and she got RIGHT to the point of basically accusing me of having a "problem" with gambling which I DO NOT have - the deposits to this casino will show that - and this was the worst feeling ever - when I realized that these agents were not working with me but AGAINST me and there is only really one reason for this, in my opinion... I had indeed uncovered something that they did not want uncovered. This was when I became restricted - much to my shock and disgust. These practices are what is driving me now to make sure that more is done, that perhaps a new investigation by an OUTSIDE party can be performed. I became more determined than ever, and reached out to the official complaints after exhausting the live chat to the point of restriction. This email was sent to "[email protected]", as I am following the steps needed when a player wants to escalate "by the book", as per the advice I got from the iGAMING Commission. This email was sent on April 9th. I have also gone to the chat and asked for a copy of my transcription for the months of March and April 2025. There has been NO response to my email, and NO response re: transcriptions from the live chat that I have asked for. Kristina, I am forwarding that email I composed and sent to "[email protected]".

I find this whole event very troubling indeed, and I do in fact want a much BIGGER investigation done here - not because I am looking for something for "free" but simply want what is fair - and when there is indication of deception as there has been, to have had "managers" tell me that "nothing has been found and my case is now closed" - which is like telling you you did not SEE or EXPERIENCE what YOU DID see and experience, this is now time for escalation on the PLAYER's side.

Ideally, an external investigation would be ideal - and let the chips fall where they may. I am not the deceptive one here.

Kristina, I should also add here that I did make a Trustpilot about this incident, and voted this casino badly - of course - they responded the same day, and offered to re-open that ticket, and have another look - I cannot imagine how EVERYONE seems to NOT see this error over there. Anyway, I have heard absolutely nothing back from them.

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

If no active real money balance has been withheld, I’m afraid there’s not much we can do for you. I understand this situation is frustrating, but we do not investigate further if you only had chips in your account, especially if a technical glitch seemed to occur along the way. You can always try contacting the licensing authority, as they have more tools and options to look into issues like this.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.