Good afternoon.

On May 26, 2025 at 2:25 a.m.

I made a deposit of 160 to the betberr.io casino which was never reflected, I contacted my bank and they told me that the transfer was settled

I've contacted them, but the support staff doesn't give me a solution or simply closes the chat.

I sent emails to the email address on the website but I didn't receive a response.

I hope you can help me find a solution.

I share with you some evidence

My ID#623885435

Buenas tardes.

El día 26/05/2025 a las 2:25 Hr

Realice un depósito a de 160 al casino betberr.io al cual nunca se vio reflejado, me comunique a mi banco y me comentaron que la transferencia estaba liquidada

Me eh comunicado pero la gente de soporte no me da una solución o simplemente me cierra el chat.

Mande correos al correo que tienen en la página pero no recibí respuesta.

Espero que puedan ayudarme a encontrar una solución.

Les comparto algunas pruebas?????? ????????????

Mi ID#623885435

Dear Luiszoru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I can see that you’ve already provided both the communication with the casino and a copy of your payment receipt — thank you for that. In situations where a deposit hasn’t been credited to your casino account, it may indeed be necessary to involve your payment provider, as the casino might not be able to trace the funds from their side alone.

To better understand the situation and move forward, could you please clarify the following:

• Was this your first deposit with the casino, or have you successfully deposited before?
• Has the casino provided any specific transaction reference or internal investigation result so far?

Once we have this information, we’ll be better equipped to guide you or contact the casino if needed.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, thank you very much for your attention.

Yes indeed, it was the first deposit I made to the casino.

And no, the casino hasn't provided me with any references, and I can't even open the support chat anymore.

Que tal, muchas gracias por la atención.

Si en efecto, fue el primer depósito que realice al casino.

Y no, el casino no me a proporcionado ninguna referencia, incluso ya no puedo ni abrir el chat de soporte.

I completely empathize with your frustration, Luiszoru. As I have mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to provide the casino with sufficient opportunity to investigate and resolve the issue, I will extend the timeline by an additional 18 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and hope for positive news regarding your deposited funds.

Thank you in advance for your patience and understanding.

Dear Luiszoru,

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,
Petronela
www.kpvfaw.com