BetOnRed Casino - Player believes that their withdrawal has been delayed.

Hello, im registrated with betonred.

So far I have never had any problems with them regarding withdrawals. My account is verified. On April 19th I made a withdrawal of 500 euros which is still pending. On Friday the 26th I sent a statement at their request because they wanted to check what had happened and they replied that the payment provider has technical problems and cannot accept withdrawals and that they should be resolved early this week. Meanwhile today Monday 29th still no withdrawal received. The strange thing is that they paid me two withdrawals that I made on Sunday 20th April and I received the money on Tuesday 22nd. So I'm really confused and I can't understand what's happening. Can you help me please thanks

Dear Rafo22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Betonred support has communicated that there are technical problems with the supplier so you cannot communicate with betonred or even this supplier because maximum 2-3 days I receive the withdrawal and now 8 have passed without counting Saturdays and Sundays otherwise we are almost two weeks....

Guys, I think the situation is not good. I spoke to a person who works at the post office where I associated the IBAN (I don't have a bank) and he explained to me that it is impossible for a transfer to be blocked by the supplier (post office in this case). So why do they keep saying the supplier has technical problems? I think you need to intervene before it's too late... if it isn't already.

However, I have just received a bank transfer from another betting site (if you want I can name you) This means that the problem is not related to my bank account (or post office since the IBAN is associated with the post office) but at this point the responsibility lies with betonred who is unable to pay. Can you start putting a little pressure on these?

Dear Rafo22,

Have you received your withdrawal from the casino yet?

No, I have not received anything and they continue to say that there is a technical problem with the provider. I do not believe.

They said they still have technical problems with this provider and to wait another 5 business days, the situation is escalating. My 500 euros have become ghost and the problem is that I have more money in the account.

Kristina, they just wrote to me in chat that the department spoke with this provider and they are waiting for a response tomorrow. I don't know if I should believe these words but I would like you to start making yourself heard too, thank you

Thank you for your reply, Rafo22. Do I understand correctly that you previously made successful withdrawals via the same payment method? Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Exuseme, my withdrawal have been paid but account closed.

They think I have gambling problems. In reality I had a heated discussion in chat in which I admit that I exaggerated by also saying that I would commit suicide....I said this to make a bit of a show of course but they closed the account thinking that I was serious by connecting my gambling problem. They also had me take a test which came back positive. I'm sorry to leave this excellent bookmaker due to a misunderstanding. In chat they told me that it is impossible to reopen the account but I hope you will change their mind.

Dear Rafo22,

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. If the casino paid out all the winnings I’m afraid, there’s not much we can do for you. 

Since you've received the withdrawal successfully, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru