Complaint #26
Betano Casino
Delayed Withdrawal Funds Missing Since June 3
1 week ago
I'm writing to report a delayed withdrawal from Betano Ontario that remains unresolved despite my extensive cooperation.
On June 3, 2026, I requested a withdrawal of $250 CAD from my Betano account.
Betano later confirmed that the withdrawal was successfully processed and released from their platform. They provided Internal Reference ID 109753256880 and advised that the funds had left their system through the Interac network. However, the funds never arrived in my EQ Bank account.
After reporting the issue, I was asked to provide multiple documents. Initially, I was asked for account verification documents. Later, I was asked to provide transaction history from my bank account. I complied with every request and uploaded all requested documentation.
Betano subsequently confirmed in writing that:
* My bank statement and transaction history were accepted.
* No further documentation is required from my side.
* The case has been escalated to their Payments and Compliance Team.
* The matter is being investigated with their payment provider.
Despite this, the withdrawal remains unresolved.
Since June 3, I have exchanged numerous emails with Betano support. While I continue to receive responses, they are largely generic updates stating that the case is under review. I have repeatedly requested a meaningful status update, complaint reference number, and information regarding the dispute resolution process, but have not received substantive answers.
As of June 12, 2026:
* The $250 withdrawal has not been received.
* Betano confirms no further action is required from me.
* Betano confirms the documents I submitted have been accepted.
* Betano has not provided a resolution date.
* Betano continues to state that the matter is under investigation.
I am not alleging fraud or misconduct. I am simply seeking assistance in obtaining a resolution and determining the status of the missing withdrawal.
I have maintained a complete record of all correspondence and can provide supporting emails, screenshots, and documentation upon request.
Requested Resolution:
* Locate and deliver the missing $250 withdrawal; or
* Return the funds to my Betano account if the payment cannot be completed; and
* Provide a clear explanation of the outcome of the payment trace investigation.
On June 3, 2026, I requested a withdrawal of $250 CAD from my Betano account.
Betano later confirmed that the withdrawal was successfully processed and released from their platform. They provided Internal Reference ID 109753256880 and advised that the funds had left their system through the Interac network. However, the funds never arrived in my EQ Bank account.
After reporting the issue, I was asked to provide multiple documents. Initially, I was asked for account verification documents. Later, I was asked to provide transaction history from my bank account. I complied with every request and uploaded all requested documentation.
Betano subsequently confirmed in writing that:
* My bank statement and transaction history were accepted.
* No further documentation is required from my side.
* The case has been escalated to their Payments and Compliance Team.
* The matter is being investigated with their payment provider.
Despite this, the withdrawal remains unresolved.
Since June 3, I have exchanged numerous emails with Betano support. While I continue to receive responses, they are largely generic updates stating that the case is under review. I have repeatedly requested a meaningful status update, complaint reference number, and information regarding the dispute resolution process, but have not received substantive answers.
As of June 12, 2026:
* The $250 withdrawal has not been received.
* Betano confirms no further action is required from me.
* Betano confirms the documents I submitted have been accepted.
* Betano has not provided a resolution date.
* Betano continues to state that the matter is under investigation.
I am not alleging fraud or misconduct. I am simply seeking assistance in obtaining a resolution and determining the status of the missing withdrawal.
I have maintained a complete record of all correspondence and can provide supporting emails, screenshots, and documentation upon request.
Requested Resolution:
* Locate and deliver the missing $250 withdrawal; or
* Return the funds to my Betano account if the payment cannot be completed; and
* Provide a clear explanation of the outcome of the payment trace investigation.
Screenshot
