Betano Casino BG - Залогът на играча не беше приет.

I have a problem with a winning bet that was wrongly rejected when betting on a roulette game - Lightning Roulette - Evolution Gaming.

I had several consecutive bets on the number 10 in the amount of BGN 40 in the previous draws and just when the number 10 won with a bet of BGN 40 and a multiplier of 150, my bet was not accepted. In this way, the casino deprived me of a completely honest profit of BGN 4,980.

In this regard, I contacted the provider, who answered clearly and precisely:

If the bets were accepted, the player's net win would have been BGN 4,980.00

If any questions arise, please do not hesitate to contact us.

Best regards,

Fatih Kolivar | Service Desk Specialist

EVOLUTION CUSTOMER SUPPORT

I have had several conversations with the Betano Bulgaria department, but at the moment, I have been waiting for their decision for 20 days, although they have explicitly promised to compensate me for the lost benefits from me.

I am not to blame for the technical problems of the provider, which deprived me of a completely honest profit.

Please contact Betano and my profit of BGN 4980 will be settled correctly and accurately.

Имам проблем с печеливш залог, който беше неправомерно отхвърлен при залагане на игра на рулетка - Lightning Roulette - Evolution Gaming.

Имах няколко последователни залагания на числото 10 в размер на 40 лв. в предишните тегления и точно когато числото 10 спечели със залог от 40 лв. и множител 150, залогът ми не беше приет. По този начин казиното ме лиши от напълно честна печалба от 4980 лева.

Във връзка с това се свързах с провайдъра, който отговори ясно и точно:

If the bets were accepted, the player's net win would have been BGN 4,980.00

If any questions arise, please do not hesitate to contact us.

Best regards,

Fatih Kolivar | Service Desk Specialist

EVOLUTION CUSTOMER SUPPORT

Неколкократно имах разговори с отдела на Betano България, но към момента, вече 20 дни очаквам тяхното решение, въпреки че изрично обещаха да ме компенсират за пропуснатите ползи от мен.

Аз не съм виновен за техническите проблеми на провайдъра, който ме лиши от напълно честна печалба.

Моля да се свържете с Betano и печалбата ми от 4980 лв да бъде уределна коректно и точно.

Dear emalamute,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please indicate whether the money you bet was returned to your balance, or was it deducted without crediting winnings?

Would you be so kind as forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance for your reply.

Bets regards,

Kristina

I sent all the correspondence on the case to your e-mail.

Greetings!

Изпратих цялата кореспонденция по случая на вашия e-mail.

Поздрави!

Thank you for your email, emalamute. As I can see in the email you attached, you were informed that the bet was rejected because you had a personal limit set. Please understand that if this is the case, it is not the casino's mistake in any way that your bet was rejected. The casino just protected you from spending more than you wanted.

I understand your frustration, however, if you have set some kind of limit (wagering or loss limit, etc.), the casino did everything in compliance with the responsible gambling policy.

Please, let me know if I have overlooked something, or if there is any additional information that would help us support you in this case, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Hello!

I have not set a personal betting limit - whatever.

This limit was probably introduced by the casino without my knowledge and consent, without being informed in any way.

In this case, I think it's not my fault and the profit should be paid to me.

Thanks!

Здравейте!

Не съм задавал личен лимит за залагане - какъвто и да било.

Този лимит вероятно е въведен от казиното без моето знание и съгласие, без да бъда информиран по какъвто и начин.

В този случай, смятам че вината не в мен и печалбата следва да ми бъде изплатена.

Благодаря!

I understand your point of view, emalamute. However, whether or not you set the limit, the bet was rejected. Please understand you cannot claim 'potential' winnings from the bet that has never been accepted and finished. It would be a different story if the casino accepted your bet and then confiscated your winnings.

I apologize, but there is not much more we could do here. Do not hesitate to let me know if there is anything else I could help you with, otherwise, I will close this complaint.

I do not understand for what purpose this site is made, since it does not help customers?

How many times do I have to explain to you that the bet was ILLEGALLY rejected after there were several bets on the winning number?

In addition, as I explained to you, I have no set limits and in this case it is a technical error of the provider.

In case you do not help me, I will deregister from the practically useless site of Casino Guru.

Аз не разбирам с каква цел е направен този сайт, след като не помага на клиентите?

Колко пъти трябва да ви обясня, че залогът беше НЕПРАВОМЕРНО отхвърлен, след като преди това имаше неколкократни залози на печелившото число?

Освен това, както ви обясних, аз нямам зададени лимити и в случая това е техническа грешка на провайдъра.

В случай, че не ми окажете помощ, ще се дерегистрирам от практически безполезния сайт на Казино Гуру.

I am sorry you feel this way, we always try our best to help players, but it is not always possible. Sadly, in some instances, we cannot stand on the player's side. As I explained, you cannot claim potential winnings that have never been credited to you. The bet was rejected, therefore you lost the chance to claim winnings from it.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.