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Unfairly withheld winnings

I am writing regarding the ₦160,000 winnings that were removed from my account. My friends, who played the same game under the same conditions, received their winnings while mine was unfairly deducted. This inconsistency shows that the "temporary instability" explanation is not valid.

I won 160,000 naira on mega love casino in betano, which was credited into my betano main balance but was later removed by betano admin

Dear Styxayo,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did your friend accumulate their winnings with an active bonus?  Did you use the same device or IP address as your friend?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Styxayo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.