Hello good day I am making this complaint against this casino because they do not want to give me my bonus, I deposited for it. Welcome bonus the amount of 22 usd in Fiat Currency Mexican peso for the welcome bonus I have fulfilled the wagering requirements for 7 days and the bonus was not delivered to me and the agents only tell me that it is generated automatically and to wait 7 days have passed and it is not generated and now the agents say a lot of nonsense telling me that I have not deposited and other times they tell me to deposit less than stipulated to receive it and for me this is fraud since they themselves do not know anything about deposits or maybe they do not even review anything they close the chats in my face without telling me anything just the same as always that if there is another question blah blah blah and I am already tired since the bonus is already mine and for me this is fraud and theft here I add screenshots of the full bonus, the amount of deposits and what the agents tell me

Hola buen día llevo acabo esta queja en contra de este casino ya que no me quiere entregar mi bono, deposite para el. Bono de bienvenida la cantidad de 22 usd en Moneda Fiat peso mexicano para el bono de bienvenida e cumplido con los requisitos de apuesta desde hace 7 días y el bono no me fue entregado y los agentes solo me dicen que se genera automático y que espere van 7 días y no se genera y ahora los agentes dicen muchas tonterías diciéndome que no e depositado y otras veces me dicen que deposite menos de lo estipulado para recibirlo y para mi esto es fraude ya que ni ellos mismos saben nada de depósitos o quizás ni revisan nada me cierran los chats en la cara sin decirme nada solo lo mismo de siempre que si ahí otra cuestión bla bla bla y ya estoy cansado ya que el bono ya es mio y para mi esto es fraude y robo aquí a?ado capturas del bono completo, de la cantidad de depósitos y de lo que los agentes me dicen

Dear joserosrigomayalopez,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear joserosrigomayalopez,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

It's not that I contacted the Chat and the agents first told me that it was updated automatically, then they told me because I did not deposit the correct amount and the minimum is 10 usd and I deposited 20 after that they did not even answer me they only say that they will communicate it to the department and that I wait for an update and that's what they do all the time they already communicate it and close the chat and no update ever comes to be honest not even they themselves know or if they know what they are doing is fraud since that money already belongs to me because I played with my real money to be able to fulfill the bets I think that for me that is already theft and as I tell you they do not respond anymore

No esque me comunico al Chat y los agentes primero me decían que se actualizaba automáticamente, después me dijeron que porque no deposite el monto correcto y el mínimo es de 10 usd y yo deposite 20 después ya asta ni me contestaron solo dicen que se lo comunicaran al departamento y que espere una actualización y eso hacen todo el tiempo ya se lo comunican y cierran el chat y nunca llega nada de actualizacion para ser Sinceros ni ellos mismos saben o si lo saben lo que están haciendo es fraude ya que ese dinero ya me pertenece porque yo jugué con mi dinero real para poder cumplir con las apuestas creo que para mi eso ya es robo y como le digo ya no responden

And that's what bothers me and what they think is that one is an idiot because I say this look the bonus comes with 50 lucky chests as you can see if I hadn't qualified for the bonus or hadn't opted or deposited the correct amount they wouldn't have given me those chests but there they are and I don't understand why, why they do this one goes to a casino to try to win and have fun but I think what this casino does is unfair they should close it down or I don't know if something can be done to file a complaint because they don't comply with the terms that they themselves stipulate I think this shouldn't be done apart from wasting time losing money and they treat you as if it were nothing or as if you were stupid and the truth is I'm emaciated upset

Y es que lo que me molesta y lo que ellos piensan qué uno es un tonto porque digo esto mire el bono viene con 50 cofres de la suerte como puede observar si no hubiese calificado para el bono o que no hubiese optado o depositado el monto correcto no me hubiesen dado esos cofres pero ahí están y esque no entiendo porque, porque hacen esto uno entra a un casino a pues tratar de ganar y a divertirse pero creo que lo que hace este casino es injusto deberian cerrarlo o nose si se pueda hacer algo para interponer alguna denuncia porque no cumplen con los términos que ellos mismos estipulan creo que nose debe hacer esto aparte de perder el tiempo pierde dinero y tratan a uno como sino fuera nada o como si estubiera uno tonto y la verdad estoy demacrado molesto

Thank you joserosrigomayalopez for all the information provided so far. As we require additional information from the casino, your complaint will be now forwarded to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello joserosrigomayalopez,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Bety Casino to join the conversation.

Dear Bety Casino,

Could you please provide clarification regarding the situation and the reason for the player's withdrawal not being processed?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear joserosrigomayalopez,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru