Betano Casino MX - O jogador está preocupado com a situação do cassino.

I don't know what happened to the casino. I've seen many posts saying it was shut down for money laundering, and I deposited money to play without knowing it. How can I get it back? It was just a few hours ago.

No se que paso con el casino e visto muchas publicaciones que lo cerraron por lavado de dinero y yo deposite para jugar sin saberlo como lo puedo recuperar fue hace unas horas

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation:

1. Are you able to access the casino website, or has it been shut down completely? If you are unable to open the website, please send me a screenshot of the error you see.
2. Have you made any deposits into this casino before?
3. Have you passed the full KYC verification?
4. When was the last time you successfully accessed the casino website and played any games?

Your answers will help us better understand the situation and proceed with your complaint.

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

Hello, good morning. This is what the casino's home screen looks like now. I can't log in anymore. I was talking to one of the casino agents, and they told me they were supposedly doing maintenance, but yesterday I saw that the casino was closed. My account is verified and everything. I deposited money yesterday, but I can't log in. I've played there many times and made withdrawals, and everything. I just want to know if they really closed it or if they're doing maintenance because I asked if they could give me a refund, and they said my money was safe, that there was no problem, but they didn't answer my question, and that's what I'm wondering about.

Hola buenos días así es como se queda la pantalla de inicio del casino ya no puedo entrar de ahí está hablando con uno de los agentes del casino estaba chateando y me dijo que supuestamente estaban en mantenimiento pero ayer ví que tenían clausurado el casino mi cuenta está verificada y todo deposité ayer dinero pero pues no puedo entrar y si e jugado bastantes veces y tiempo allí retirado y todo solo quiero saber si en verdad lo clausuraron o si están haciendo mantenimiento porque les dije que si me pueden hacer un reembolso y me dijeron que mi dinero estaba seguro que no había problema pero no me contestó la pregunta y es lo que me tienen duda

Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding this problem at veronika.f@casino.guru. Thank you for your cooperation and patience.

That's why I came to see if you can help me with this because I really don't know what happened, if it's going to reopen or not.

Por eso mismo vine a ver si me apoyan con esto xq en realidad no se que paso si va a volver a abrir o ya no

Dear Miser

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Miser for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Betano Casino MX for their help in resolving this complaint. We would like to know what the issue is with the casino and what we can do to help the player receive their deposits back.

Thank you!

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.

I have tried to contact the casino repeatedly, but have had no success receiving clarification regarding your case. 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 eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Mexican Gaming Authority (http://juegosysorteos.gob.mx/es/Juegos_y_Sorteos/Orientacion_en_linea) and submitting a complaint to them. Please let me know if you need help with filling out the form or how the ADR responded, if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter