Betxico Casino - Player hasn't received his winnings.

They haven't paid me a prize I won and they've just been giving me the runaround.

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Dear Kikin8,

Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will need more information. Could you please elaborate? Have you won a bet but the winnings have not been credited to your casino account? Or have you requested a withdrawal but it has not been processed yet?

I will be patiently waiting for your reply.

Best regards,

Kristina

Vien explained that everything was fine except when a prize of 154 pesos was won; it didn't show up in full, only 27 pesos out of 154. That's why I let them know right away when it happened, but they were never able to resolve anything for me.

Thank you for your reply, Kikin8. I hope I understand correctly that your win from a specific bet hasn't been credited to your casino account.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you happen to have a video recording or screenshots showing this incident or your winnings?
• Has this bet been recorded in your game history? Can you post a screenshot here?

Thank you very much in advance for your reply.

There's the little red circle, that's the prize I won and they didn't pay me.

Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kikin8,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru