Betano Casino EC - Счет игрока закрыт, средства заблокированы.

Betano Ecuador is withholding my funds after closing my account. I deposited using cryptocurrency (TXID verified), and now they are trying to force me to make a bank withdrawal to an account with a negative balance, causing me financial harm. They are citing clause 4.5 to arbitrarily change the payment method, ignoring the fact that the original method was already approved. I demand an immediate refund via cryptocurrency.

Betano Ecuador retiene mi saldo tras el cierre de mi cuenta. Deposité por Criptomonedas (TXID verificado) y ahora intentan obligarme a un retiro bancario a una cuenta con saldo negativo, causándome perjuicio económico. Alegan la cláusula 4.5 para cambiar el método de pago arbitrariamente, ignorando que el método original ya fue aprobado. Exijo mi reembolso vía Cripto de inmediato.

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.

Dear MathiusEcuador,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding Betano Ecuador. To better understand your situation and assist you effectively, could you please provide us with some additional details?

• Can you provide the exact clause from their terms and conditions that you mentioned (clause 4.5)?
• Could you provide any documentation or screenshots of your account balance that supports your claim?
• What other specific communication have you received from Betano regarding the closure of your account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petra

Here are screenshots of the entire process with Betano; I also have several emails exchanged with Betano.

Aquí hay capturas de pantalla de todo el proceso con Betano; también tengo varios correos electrónicos intercambiados con Betano.

Dear MathiusEcuador,

Thank you for your reply and for providing the previous details.

Could you please clarify the following:

• Have you or the casino provided any alternative options for the payment method?
• Could you post a screenshot of your withdrawal history here in this thread or send it to my email, as your last submitted document is not clearly visible?
• Could you provide any additional communication you had with the casino, such as screenshots, emails, or chat records?

You can send all relevant documents to my email: [email protected], or post your screenshots directly to this thread.

Thank you again for your cooperation.

Dear MathiusEcuador,

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.