BetWarrior Casino Provincia de Buenos Aires - Jogador relata discrepância no valor creditado.

Hello,

I would like to file a complaint regarding a discrepancy between the visual outcome and the credited amount on BetWarrior.

On March 30, 2026 I played "12 Masks of Fire Drum Frenzy" (session 855664038, transaction 721, bet $400 ARS).

During the Tower Bonus, the wheel pointer clearly stopped on $16,000,000 ARS. This was observed by me and another person present, and was also confirmed by Betwarrior support in live chat.

However, only $20,800 ARS was credited ($800 base game + $20,000 bonus).

The casino later explained that the values shown are "dynamic/illustrative" and provided a Playcheck showing $20,000 bonus, but they refuse to provide the video of the round, stating the "audit was performed internally" and "all necessary information has already been provided".

The Playcheck only shows the final result and does not explain how the outcome was determined, nor does it match what was visually displayed and confirmed by support.

Attached is a photo of the tower as an example of how the values are displayed (the pointer indicates the prize). In my disputed round, the pointer stopped on $16,000,000 ARS.

I am not disputing the system itself, but I request a review of the video and game log for transaction 721, as there is a clear discrepancy between what was displayed/confirmed and what was paid.

Thank you.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetWarrior Casino Provincia de Buenos Aires.

Please allow me to ask you a few questions so I can better understand the situation. Please note that we are unable to launch an investigation based on a single still screenshot. Please understand the result that is recorded on the server of the casino.

• Please let me know if there is any other evidence contradicting the results recorded in the history of the game. Send the information to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomás,

Thank you for your response.

I understand that the result recorded on the server is the reference, but that is precisely the problem: I do not have access to that record and Betwarrior refuses to give me the video/replay of the play (I attach the emails where I request it and they deny it to me).

In previous games, the value where the indicator stopped matched the prize awarded. This time it did not, which creates inconsistencies in the mechanics and confusion in interpreting the result.

I don't have another screenshot of the exact moment, but my evidence consists of emails with Betwarrior and chat screenshots, which show their refusal to provide the proof that would clarify the situation. That's why I'm contacting Casino Guru: to request a replay of the play from the casino/provider, since I can't obtain it on my own.

I am at your disposal.

Hola Tomás,

Gracias por tu respuesta.

Entiendo que el resultado registrado en el servidor es la referencia, pero ese es precisamente el problema: no tengo acceso a ese registro y Betwarrior se niega a entregarme el video/replay de la jugada (adjunto los correos donde lo solicito y me lo niegan).

En jugadas anteriores, el valor donde se detenía el indicador coincidía con el premio otorgado. En esta ocasión no ocurrió, lo que genera inconsistencia en la mecánica y confusión en la interpretación del resultado.

No cuento con otra captura del momento exacto, pero mis evidencias son los correos con Betwarrior y las imágenes del chat, que muestran su negativa a entregar la prueba que aclararía la situación. Por eso acudo a Casino Guru: para que soliciten al casino/proveedor el replay de la jugada, ya que yo no puedo obtenerlo por mi cuenta.

Quedo a disposición.

Hello Tomás,

I would like to request that BetWarrior be formally required to provide visual evidence of the play (server replay) within 72 business hours.

The operator confirmed to me today, April 8, 2026, that the case is still under analysis by specialists, but to date they have not yet presented said evidence, which I consider key to objectively verify what happened during the bonus function, given that there is a discrepancy between what was shown visually and the credited amount.

I understand that this type of registry should be available in accordance with industry standards and current regulations. I would appreciate your intervention to set the requested timeframe and move towards an evidence-based resolution.

I'll be waiting. I've attached a screenshot of the last email I received as proof.

Greetings.

Hola Tomás,

Quisiera solicitar que se le requiera formalmente a BetWarrior la evidencia visual de la jugada (replay del servidor) dentro de un plazo de 72 horas hábiles.

El operador me confirmó hoy 08/04/2026 que el caso continúa en análisis con especialistas, pero al día de la fecha aún no han presentado dicha evidencia, la cual considero clave para verificar objetivamente lo ocurrido durante la función bonus, dado que existe una discrepancia entre lo mostrado visualmente y el monto acreditado.

Entiendo que este tipo de registro debería estar disponible conforme a los estándares de la industria y la regulación vigente. Agradecería su intervención para fijar el plazo solicitado y avanzar hacia una resolución basada en evidencia.

Quedo atento. Adjunto captura del último correo recibido como constancia.

Saludos.

Thanks for your reply and information shared in the complaint thread and via email.

Please note that the video link you shared doesn't lead to any video for me, since the account associated with it was deleted.

Regardless of any third-party video, there is not enough evidence for us to argue against the result obtained by the casino from the game provider; therefore, we are unable to support you in asking for more. Result from the game provider's server trumps a still screenshot every time when it comes to evidence.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.