The player from Mexico had purchased free spins but did not receive them or a refund for his payment. The Complaints Team had attempted to gather more information from him, but due to a lack of response, was unable to proceed with further investigation. Consequently, the complaint was closed, although the player retained the option to reopen it in the future if he chose to resume communication.
Betano Casino MX - Player's free spins were not delivered.
Amount: Mex$10
Betano Casino MX
Safety Index:HighSafety Index
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8.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I bought free spins and didn't receive them or get my money back.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear berlop02,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Betano Casino MX. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- When did you purchase the free spins? Was it a bonus buy feature in a slot?
- What was the exact amount you spent on the free spins?
- Did you receive any confirmation or receipt for your purchase?
- What response did you receive from the casino's customer support regarding this issue?
- Can you provide any relevant screenshots or emails related to this transaction? Please attach the screenshots here or send them to my email at [email protected].
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,
Natalia
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear berlop02,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
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,
Natalia
www.kpvfaw.com
