Betano Casino RO - Igrač ima problema sa ograničenjem depozita.

Hi,

I’d like to share a situation I encountered on BETANO ROMANIA. 

I had a monthly deposit limit of 500 lei.

I lowered this limit to 250 lei, and after a few days, I was allowed to deposit 500 lei again. This reduction in the limit is supposed to take effect immediately (that’s what the live chat representatives told me). 

A few days later, I was again allowed to deposit 250 lei. 

This happened a month ago. I reported this error but haven’t received any response since then.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Betano Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Would you be able to share relevant records of your deposits made before and during the affected period?
• Could you please share any notifications or similar confirmations about when the deposit limits changed?
• Could you please share with me your communication with the casino after you tried to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes, I have access to my gaming account.

I am attaching a photo where it can be seen that on 14.05 I lowered the deposit limit but this only came into effect on 21.05.

I am also attaching photos with the deposits from this period.

Thanks for your reply and the information provided.

• Did you receive any explanation from the casino since alerting them of the issue?
• Would you be able to share the response you received with me?

My email is tomas@casino.guru

Thanks for your patience.

Have you saved your communication with support confirming that the changes in the deposit limit are processed instantly?

Would you be able to share this evidence with me?

Looking forward to

Dear razvancrisan,

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, Matej (matej.l@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,

Tomas

Hello razvancrisan, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Betano Casino RO to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the deposit limits and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear razvancrisan, the support agent responded to my message, letting me know that the complaint has been escalated to the management. While I can't promise anything else will be done, at least we can be sure the casino is aware of this complaint, which is always a good sign.

They were notified 2 months ago and no action is being taken...does it take that long to verify an account?

Definitely not. KYC can take up to 30 days but usually it is done within 14 days. And since the casino is not responding anymore, I would not keep my hopes up. :( I will try to get in touch with another casino representative, before the timer runs out, to ensure we exhausted all the available options. If I hear anything, I will post an update here.

Thanks again for your help! 3 hours ago Betano refunded my money. Much respect for what you are doing!

Dear razvancrisan,

I'm happy to hear that your issue has been resolved! We'll go ahead and mark the complaint as 'resolved' in our system. I would also like to thank the Betano Casino RO for dealing with the issue at hand, and appreciate everyone's cooperation and confirmation overall. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. :)

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru