A casino game may be interrupted due to a failure in Betano's system or a problem with your connection or device. The resolution depends on the cause, as explained below.
If the game was canceled due to a failure in Betano's system
In the event of a Casino system malfunction, all affected bets are voided and resolved as follows:
- We return the amount wagered by crediting it to your account.
- If you had accumulated credit at the time of the cancellation, it will also be credited to your account.
- If your account no longer existed, the payment would be made using an approved method.
This resolution is automatic, and you do not need to report it for it to be applied.
If the interruption was caused by your connection or device
If your participation is interrupted due to a failure in your connection or device, the game concludes on its own. Once your connection is restored, you will be able to see the result in your account; if you won, the amount will be credited immediately. This case also does not require you to report it.
If your bet, credit, or result does not appear as described above
Have the following information ready before contacting us so that we can track your play more quickly:
- Game name (e.g., Gates of Olympus, Live Roulette).
- Round ID (available in your betting history).
- Amount wagered.
- Exact time and date of the incident.
- Screenshot of the error message, if there was one.
Once you have this information ready, contact Customer Support through one of the communication channels available in the footer of this page.