A negative balance in your Betano account is an exceptional situation that occurs when the system needs to reverse funds that are no longer available in your balance. The two main causes are bet resettlement and financial reversals.
Cause 1: Bet Resettlement
Resettlement occurs when a bet that has already been paid out is reviewed and corrected due to a change in the official event information.
Why does it happen?
- Corrections to official match data.
- Scoring errors reported by the data provider.
- Changes in statistics that affect the final result of the bet.
How does it generate a negative balance?
If you won a bet, used the funds, and the result is later corrected to "lost", the winning amount is debited from your account. If you do not have enough balance to cover that debit, your account balance will become negative.
Cause 2: Disputes or Financial Reversals
A financial reversal occurs when a deposit that has already been credited and used at Betano is disputed or rejected with the banking institution by the account holder.
Why does it happen?
When a user initiates a claim with their bank and the bank reverses the transaction, Betano automatically receives a chargeback order for the deposited amount.
How does it generate a negative balance?
If the deposit was already used for betting or withdrawal, the bank reversal automatically generates a negative balance for the same amount in the Betano account.
⚠️ Golden Rule: According to Betano's Terms and Conditions (Clause 7.1.12), deposits must be final and cannot be voided, disputed, or cancelled.
How to Resolve a Negative Balance in Your Betano Account
If your account shows a negative balance, the Betano Customer Support team must conduct a manual review of your case. The process is as follows:
- Start a chat with the Betano Customer Support team.
- Receive the explanation: The agent will detail the exact event or transaction that caused the negative adjustment.
- Follow the regularization steps: The team will indicate the necessary actions to restore your account to good standing.