Betino Casino - Player's account is restricted and deposit is delayed.

Good evening, I recently made some deposits to this casino and I have a total of 205,000 pesos recharged, but because I have so much money accumulated in prizes, according to the policies of this casino, I have to make another deposit for the value of 500 thousand pesos to guarantee the unlocking of the account and be able to access a withdrawal, but I do not have the money, so I would like to know if there is a possibility that you can return my deposit of 205,000 pesos because, as I told you, it does not let me do anything, nor play or withdraw my winnings, and the total value of my account is 3,861,23458 pesos.

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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 you a few questions to clarify your situation.

• Could you please specify how much of your account balance is real money and how much is free money you received from the casino?
• When was the last time you deposited money into this casino?
• Have you completed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Have you made any successful withdrawals from this casino before?

Please do not deposit any more money to the casino under the pretense of "unlocking" a withdrawal while your complaint is being investigated. We need to gather more information regarding the casino’s requests for additional deposits, as such tactics are often used by scam platforms. You can read more about identifying scam casinos here: https://casino.guru/guide/scam-casinos-warning

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

The 205,000 thousand pesos was what I deposited and the other

The 205,000 thousand pesos was what I deposited and the other

I answer each question in the respective order with screenshots of my account so you can verify that everything is in order and that I am telling the truth. It is so that you can collaborate with me so that at least they return to me the 205,000 thousand pesos that I deposited because I do not have the 500 thousand pesos to deposit and as I said, they do not let me play at least with my real balance nor withdraw.

Good evening, please could you help me if you need more information, let me know, but I really need an answer.

Thank you very much, wilmerkfnet, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I need your collaboration

Hello, could you, please, state where have you found the policy that says that you have to deposit 500,000 pesos to unlock your withdrawals?

The images I'm sending clearly show what you need, so please help me. I hope for an excellent response. Thank you very much. God bless you. A big hug.

Well, I understand the logic behind it. You need to upgrade your VIP level by depositing, otherwise your withdrawals are disabled. However, I could not find any rule about it anywhere on the website, that is why I am asking. If I have found it, the casino would have been marked as scam.

So what do you advise?

Well, honestly, I do not think there is a way for us to help you. Judging by the deposit requirement, I am sure that this is a scam casino, as this condition can be found only in such casinos. Moreover, there is no point of contact with the casino which we can find. There is no e-mail or live chat, so we cannot reach out to them regarding this complaint. Also, the casino is not licensed, so I cannot recommend you to lodge a complaint with the regulator as well. Unfortunately, there is no way that we can help you. I am so sorry. The only thing we can do is to close this complaint as unresolved and set casino's Safety Index to zero, then, maybe, if they care about it, they reach out to us and provide a statement. However, I doubt that it will happen.

I am sorry once we could not be more of help. I now must close this complaint.