On August 9th, I made a deposit which was deducted from my bank account but was not credited to this casino. I also did not receive a purchase receipt. I immediately reached out via chat, and they directed me to a support email. I explained what had happened and was told that I needed to wait 3 business days. Then they asked me for a purchase receipt that I never received. I contacted my bank, and they sent me a bank statement with the necessary information (date, time, transaction number, amount, account holder name, and name of the bank). Still, they insisted I need to provide the receipt that I never received. My bank confirmed that the deducted amount was credited to Betano, and hence a refund is not warranted, but Betano insists that they cannot do anything without the receipt. They have provided terrible customer service; I've received NO response regarding my money to date. Honestly, their chat and support leaves much to be desired. The lack of intent to return my money is quite noticeable. The truth is, regardless of the amount, I feel cheated as a player, considering I can't play if I don't deposit. I believe I have every right to claim what is mine.

El día 9 de agosto realicé una recarga, la cual fue descontada de mi cuenta bancaria y no fue acreditada en este casino (tampoco me llegó comprobante de compra) me comuniqué inmediatamente con el chat, quienes me derivaron a un correo electrónico de soporte, le expliqué lo sucedido y me dicen que debo esperar 3 días hábiles, luego me piden comprobante de compra (qué nunca llegó) me comuniqué con mi banco y me envían una cartola de movimiento, les envío la cartola del banco, con los datos solicitados (la fecha, hora, número de transacción, monto, nombre del titular y nombre de entidad bancaria) pero aún me insisten que debo enviar el comprobante qué nunca llegó, desde mi banco me indican que el monto descontado fue acreditado en Betano, por lo cuál no corresponde reembolso, pero Betano insiste en que sin el comprobante no pueden hacer nada, me han brindado un pésimo servicio en atención al cliente, CERO respuesta por mi dinero hasta el día de hoy, la verdad deja harto que desear el chat y el soporte, nulas ganas de devolver mi dinero. La verdad más allá del monto lo veo como apostadora, ya que si no recargo simplemente no juego, creo que tengo todo el derecho a reclamar lo que es mío.

Dear Lunanegra, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you requested your bank to send you a payment receipt that would be accepted by the casino? Has the casino informed you why the bank statement you provided them with was not sufficient and what information should a sufficient document entail? When exactly did you send your bank statement to the casino?

Please forward any communication between you and the casino regarding the issue to [email protected].

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

Dear Lunanegra,

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.

Hello, regarding your question, yes, I asked the bank, in fact when the problem happened I immediately called my bank, but then the case was closed because the transaction had been credited and collected, the bank told me that only They can send a list of movements, which is what I sent to Betano, according to them it is not useful, which I sent a few days since they do not have 24/7 support and due to the schedule we have limits, I have the thread of all the emails with Betano support, which I can send as a copy, finally I contacted Kushky and they gave me a proof of purchase, but Betano says that it is not the correct one. Until now I am still without my money.

Hola, respecto a su pregunta, sí, le pregunté al banco, de hecho cuándo paso el inconveniente llamé de inmediato a mi banco, pero luego se cerró el caso porque la transacción había sido acreditada y cobrada, de parte del banco me indican que sólo pueden enviar una cartola de movimientos, que fue lo que envié a Betano, según ellos no sirve, lo cuál envié a los días ya que ellos no tienen soporte 24/7 y por el horario tenemos topes, tengo el hilo de todos los correos con soporte de Betano, que puedo enviar cómo copia, finalmente yo me puse en contacto con Kushky y me dieron un comprobante de compra, pero Betano dice que no es el que corresponde. Hasta ahora aún me mantengo sin mi dinero.

Please forward all the relevant communication between you and the casino to [email protected]. Also, please send me the receipt from the bank stating that your deposit was successful. Thank you in advance.

Dear Lunanegra,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.