Direct answer: what to do if the balance hasn't returned?
If you had money on a fixed‑odds betting platform in Brazil and did not receive the expected refund after the shutdown of operations, start by identifying the responsible company, the amount owed and the originating bank account. Provisional Measure 1.394/2026 established an extraordinary shutdown and restitution process. It did not require the consumer to make a new deposit, pay a release fee, or seek a private intermediary to retrieve the money.
Official October 2026 calendar
The Ministry of Finance outlined the following milestones: prohibition of new contributions from September 25; deadline for voluntary withdrawal until 23:59 on October 5; unavailability of betting websites and apps from October 6; communication of balances to financial institutions on October 6 and 7; bank refund period from October 9 to 14; and action by Caixa Econômica Federal from October 15 when operational difficulties prevented bank refunds. Some institutional communications used slightly different dates for the Caixa stage. For a concrete case, the operational instructions currently in force from the involved agencies prevail.
These dates are milestones of the announced schedule, not proof that the money from every account has already been effectively returned.
Why do CPF and the originating account matter?
According to the Ministry, platforms should report the remaining balance individualized by CPF and the originating bank account of the deposits. Thus, a mismatch between the betting account data and the bank data can make reconciliation difficult. Compare name, CPF and banking information without disclosing these data in public comments. If the old account is closed or the data are incompatible, request guidance through the official channel of the financial institution and record the protocol.
What is Caixa's role?
Caixa was foreseen as an intermediary for refunds in situations of operational blockage at the banking stage. This does not mean that any branch is obliged to deliver money immediately just with a screenshot, nor that all situations are resolved in the same way. Consult the official channels of Caixa and the Ministry of Finance to verify the procedures applicable to your situation. Avoid links received by messages that mimic the bank.
Open bets and pending prizes
Free balance in the account, a prize already settled and a bet still unresolved are different situations. It is necessary to check the settlement, cancellation or reversal rule adopted at the shutdown. Betano, for example, published specific conditions for bets whose result was known by October 5 and for those still pending. These conditions cannot be automatically applied to all operators.
Keep the ticket number, event, odds, stake, result and any cancellation communication. In a dispute, do not mix the initial deposit with a supposed win from a bet that has not yet been confirmed.
Step‑by‑step to document the claim
1. Separate deposit receipts, balance history and withdrawal requests, when available.
2. Record separate amounts: deposited money not used, settled prizes and unsettled bets.
3. Check the statement of the originating bank account between October 9 and 14 and after that period.
4. Contact the financial institution through its official channels and request confirmation of any received or rejected transfers.
5. Send a documented request to the operator's official support and keep the protocol.
6. If there is no solution, consult the competent public channels and, if necessary, obtain legal or consumer‑defense guidance.
Do not forward a complete document, banking data or password to an unverified profile.
Fraud signals in the alleged refund
Alert signals: advance charge to release balance, request for a Pix to a personal account, installation of a remote‑access application, request for password or authentication code, and promise of refund “in minutes” without institutional identification. The shutdown of sites increased the utility of scams that imitate call centers. Verify the electronic address and entity before following instructions.
Frequently asked questions
Does the October 14 deadline guarantee I should have already received it? It does not guarantee the conclusion of each individual case. It marks the end of the banking period described in the schedule; operational impediments may require additional forwarding.
Do I need to create a new account to request the old balance? Do not follow this type of requirement without official confirmation. Creating accounts to continue betting is not part of the procedure described by the Ministry.
Is an open bet treated the same as available balance? Not necessarily. The ticket, contract and shutdown rules must be examined.
Can I use another foreign site to recover the amount? Migrating to another platform does not recover a pending credit. The federal measure also covers offers directed to people in Brazil by agents abroad.
Editorial verification: 27/10/2026. This article is informational, does not offer betting and does not replace legal advice.
Official sources:
https://www.gov.br/fazenda/pt-br/composicao/orgaos/secretaria-de-premios-e-apostas/medida-provisoria-ndeg-1-394-2026-entenda-as-novas-regras-para-as-apostas-de-quota-fixa
https://support.betano.bet.br/hc/pt-br/articles/39432011506461-Suspens%C3%A3o-das-opera%C3%A7%C3%B5es-da-Betano-no-Brasil