Betarno Casino - La cuenta del jugador ha sido cerrada.

After having a few large wins on Roulette my account was put on hold. I attempted to withdraw my winnings and was informed this would not be paid until my account had been reviewed. Today I have been told my account has been closed and winnings will not be paid. The reason I have been given is that my play on roulette was irregular and caused me to have an unfair advantage. I simply increased the value of my bet if I had a win. Not sure how anyone can be accused of having an advantage on Roulette very very odd. Emails to them are responded to by what seems a generic bot. I have sent an email to complaints but after reading several reviews it would seem this is not uncommon. Any help would be greatly appreciated.

Dear Ajowitt1287,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you played any other games (slots, other casino games, sports betting, etc)?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina

The winnings were generated solely through roulette.

Yes Verification was fully passed.

There was no bonus in play at all.

I've had a response on Resolver stating the fact I had covered more than 24 numbers was giving me an unfair advantage - they have also now refunded deposits to the tune of £1300.

Regards

Ash

Hi just wondered if any updates or any info you needed from me.

Regards

Ash

Thank you very much for your reply, Ajowitt1287. Do I understand correctly that you had £8,427 (dispute value) in your casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes the amount is correct and I have forwarded all comms on email to you. It seems after doing some digging this isnt uncommon for sites under ProgressPlay after reading their trustpilot reviews.

Can you confirm you've received my email please

Any updates would be appreciated, I have yet to receive acknowledgement youve received my docs i sent or hear anything else. Not sure what this timer is for but nearly at 0 now.

Thank you very much, Ajowitt1287, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Michal can you give an update on where we are with this, not had any clarification on if docs been received or youve made contact with the casino. A heads up be appreciated

Ash

Hello Ajowitt1287,

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 Betarno Casino to join the conversation.

Dear Betarno Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Hi all just checking in another week down and no communication again? Has there been any updates or anything more I need to do

Ash

Dear Ajowitt1287,

I have received a response from Betarno Casino, but it is not what I had hoped for.

Dear Michal

​

Thank you for your email

​

Please refer to the last email sent by our security team, explaining the reason for the player's account suspension and the status of their withdrawal. Should you disagree with the company’s decision, the player was provided with the complaints procedure, as well as an alternative dispute resolution (ADR).

​

Best Regards,

​

Christos

ProgressPlayLTD

Customer Support

While we would prefer to resolve your complaint within our forum, we have to acknowledge that the casino team has the right to further engage only with their official ADR service or the licensing authority.

If you have not done so already, I suggest submitting an official complaint to eCogra at https://ecogra.org/alternative-dispute-resolution/

Hi Michal I shall start the process thanks for your help.

Ash

Dear Ajowitt1287,

The casino team is open to providing all necessary information and evidence to their Alternative Dispute Resolution (ADR) - eCogra, which is basically the usual process if you are not satisfied with the casino team handling your complaint. We will await the official decision from the ADR, as their ruling is binding for the casino. In the meantime, I will temporarily close your complaint as unresolved - waiting for the regulator's decision. Please forward me the email confirming your complaint submission to eCogra at michal.k@casino.guru

Dear Ajowitt1287,

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.

Dear Ajowitt1287,

Thank you for your email. As stated earlier, I will be temporarily closing your complaint as unresolved - waiting for the regulator's decision until we receive a decision from the ADR. Please keep me informed of any developments regarding your progress and the feedback you obtain from the ADR at michal.k@casino.guru.

Dear Ajowitt1287,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi my complaint is with Ecogra and has been for around 70 days. Just waiting for outcome and will update you accordingly.

Dear Ajowitt1287,

Thank you for your update. I will once again temporarily close this case as unresolved, pending the regulator's decision, until we receive a decision from the ADR (eCogra).

I am hopeful that it will not take much longer. Please keep me updated on any developments concerning your progress and the feedback you receive from the ADR at michal.k@casino.guru.

We’ve reopened this complaint at the request of Ajowitt1287. The player informed us that they have received a "preliminary outcome of the dispute" from the ADR (eCogra).

Dear All,

After a thorough discussion within our complaint team and consideration of all the evidence we were able to gather, we have come to the following conclusion:

We consider the existence and implementation of Clause F. Prohibited Actions

3. "Irregular Playing Patterns" shall mean the following activities:

• on roulette, in the following cases: (a) covering 24 or more of the 37 available numbers; from the casino's terms and conditions, to be unfair.

While we understand that it is the responsibility of each player to thoroughly read and understand the terms and conditions prior to registering their account and to comply with these guidelines, however, relying solely on players to read, memorise, and comply with quite a long list of possible restrictions is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when a player unintentionally breaches rules that are, in a lot of top casinos, already enforced automatically at the software level.

At Casino Guru, we believe that fostering transparency and fairness requires a more proactive approach from casinos in enforcing game restrictions.

According to eCOGRA's findings, the primary issue involved the player placing bets on more than 24 out of 37 numbers in certain roulette rounds.

At Casino Guru, we assess such cases not only based on a strict interpretation of the casino's rules but also with fairness in mind. Our years of experience have shown that not all terms and conditions are inherently player-friendly, and some may even be considered predatory. As per our Fair Gambling Codex, we do not regard certain rules as equitable; thus, we do not approach them with a "blind" focus solely on the regulations.

As we mentioned in Our Position on Banning Betting Patterns and Strategies

Example 4

"low-risk roulette play where the player bets equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers)." do not provide a player with any unfair advantage.

Low-risk bets will not be profitable for the player in the long run. The casino always has a house edge, even in a low-risk roulette play; thus, we don't consider confiscation of the player's winnings as fair, considering that the player was still taking the risk of losing and the casino maintained a house edge. This is particularly relevant when engaging in activities involving real money without any associated bonuses.

We are kindly asking the casino team to reconsider their decision and join us in our effort to provide a safe and fair gambling environment for both players and operators.

Dear Ajowitt1287,

I have received the following response from the Betarno Casino Team:

Dear Michal,

Thank you for your email. While we appreciate your position, we must clarify the following points:

Jurisdiction of Complaint Handling

This matter has already been referred to and is being handled by our appointed Alternative Dispute Resolution (ADR) provider, eCOGRA, in accordance with our UKGC licensing obligations. As such, the review, findings, and outcome of this case fall within eCOGRA’s remit and final determination, not that of any third-party organisation.

Breach of Terms & Conditions

Our Terms and Conditions, accepted by the player at registration, clearly prohibit irregular playing patterns under Clause F – Prohibited Actions, including:

"Covering 24 or more of the 37 available numbers on roulette."

The player’s activity was not an isolated or accidental occurrence and our gameplay records show that this betting pattern was applied deliberately, culminating in a final session where all numbers were covered. This is an intentional strategy that removes normal game risk and is explicitly defined as an irregular playing pattern in our Terms and Conditions.

Fairness & Game Integrity

We maintain a duty to protect the integrity of our games for all participants. The player’s actions provided a guaranteed win opportunity on certain spins, which constitutes an unfair advantage.

Accordingly, the decision to void the winnings and close the account was taken in line with our Terms & Conditions and under the authority granted by Section L – Powers and Authorities of the Company.

For the reasons above, we will not be overturning the decision. The case remains under eCOGRA’s formal ADR process, and we will provide any further evidence required directly to them.

Yours sincerely,

ProgressPlay LTD

As is quite apparent from their response, they are standing firm in their decision. While at the moment the ADR (eCOGRA) has not yet provided their final verdict, it is most certain that they will uphold the casino's actions, as they informed you already in their "preliminary outcome of the dispute".

While from a strict technical point of view this decision seems to be right, as I informed you before, we at Casino Guru assess such cases not only based on a strict interpretation of the casino's rules but also with fairness in mind.

As we mentioned in Our Position on Banning Betting Patterns and Strategies

Example 4

"low-risk roulette play where the player bets equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table. (Placing bets on black/red only covers 36 of 37 possible numbers)." do not provide a player with any unfair advantage.

Low-risk bets will not be profitable for the player in the long run. The casino always has a house edge, even in a low-risk roulette play; thus, we don't consider confiscation of the player's winnings as fair, considering that the player was still taking the risk of losing and the casino maintained a house edge. This is particularly relevant when engaging in activities involving real money without any associated bonuses.

Unfortunately, there was not even an option to find a potential consensus with the casino team presented, and thus, we have no other option than to close this case as Unresolved - Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

I can only recommend that you select casinos based on their reviews and ratings in the future and engage with well-rated casinos that have no outstanding complaints to prevent similar situations. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru