Betano Casino EC - La cuenta del jugador ha sido cerrada, los fondos están retenidos.

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.

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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: petra.h@casino.guru, 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.

Betano requested 30 days to refund the balance to my account, which was due on February 23, 2026, and I received no response. So I decided to contact them, and they asked for a bank statement to process the refund. I challenged this method again because I have an overdraft on my only bank account due to an error by the bank, and I have a legal action against the bank to resolve the negative balance. I requested that Betano process the refund using the same method as the deposit, including my cryptocurrency key and a screenshot of my cryptocurrency wallet, as they requested.

Betano solicitó 30 días para reembolsar el saldo a mi cuenta, cuyo vencimiento era el 23 de febrero de 2026, y no obtuve respuesta. Así que decidí contactarlos y me pidieron un extracto bancario para procesar el reembolso. Volví a impugnar este método porque tengo un sobregiro en mi única cuenta bancaria debido a un error de la institución bancaria y tengo una acción legal contra el banco para resolver el saldo negativo. Solicité que Betano procesara el reembolso utilizando el mismo método que el depósito, incluyendo mi clave de criptomoneda y una captura de pantalla de mi billetera de criptomonedas, como me pidieron.

Dear MathiusEcuador

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,

Petra

Hello there,

Thank you MathiusEcuador 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 EC for their help in resolving this complaint. We would like to know why the player's account was blocked and the winnings were confiscated.

Thank you!

Hi Peter! I've been having problems with Betano for a while now. After winning a few games, Betano blocked my account and asked for additional verification, like a photo of my ID. I sent it, but they repeatedly rejected it, claiming it was altered or edited. After much persistence, they accepted the document, but then asked for it again, and the rejection process repeated itself. They never justified what had been edited or what led them to accuse the document of being altered or edited. So I requested the closure of my account because I no longer trusted the metrics Betano uses, and they granted it. They gave me a 30-day deadline for a $600 refund to my account. Those 30 days have passed, and it's almost been 50 now, and I still haven't received the refund. Another problem is that they asked for a bank account to process the refund, but I'm having problems with my bank account due to an incorrect charge. If I receive money in my bank account, it will be deducted from the incorrect debt, and I will suffer a loss. I informed them that I made the cryptocurrency deposit from my Binance wallet precisely because I was having this issue with my bank account and am trying to resolve it legally, which explains why I can't receive funds in my Pichincha account. Since I haven't received a response from Betano, I turned to casino.guru for help.

Hola Peter! Llevo un tiempo teniendo problemas con Betano. Después de ganar algunas partidas, Betano bloqueó mi cuenta y me pidió verificaciones adicionales, como una foto con mi DNI. La envié, pero la rechazaron repetidamente, alegando que estaba modificada o editada. Tras mucha insistencia, aceptaron el documento, pero luego me lo volvieron a pedir, y el proceso de rechazo se repitió. Nunca justificaron qué se había editado ni qué les llevó a acusar al documento de estar modificado o editado. Así que solicité el cierre de mi cuenta porque ya no confiaba en las métricas que usa Betano, y así lo hicieron. Me dieron un plazo de 30 días para el reembolso de 600 $ a mi cuenta. Han pasado esos 30 días, y ya casi son 50, y todavía no he recibido el reembolso. Otro problema es que me pidieron una cuenta bancaria para procesar el reembolso, pero tengo problemas con mi cuenta bancaria debido a un cargo incorrecto. Si recibo dinero en mi cuenta bancaria, se descontará de la deuda incorrecta y sufriré una pérdida. Les informé que realicé el depósito mediante criptomonedas desde mi billetera de Binance precisamente porque tenía este problema con mi cuenta bancaria y estoy intentando resolverlo legalmente, lo que explica por qué no puedo recibir fondos en mi cuenta de Pichinca. Como no he recibido respuesta de Betano, acudí a casino.guru en busca de ayuda.

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 had no success. I’m afraid there is not much that can be achieved without cooperation from its 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/alternative-dispute-resolution/) 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 theMalta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling 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