The player from Austria reported significant losses of over €30,000 at Betonred, including €6,000 in the last nine days, and claimed persistent errors with the game Book of Dead that led to losses without resolution. Despite numerous discussions with the VIP manager, the player felt that these discussions were futile and believed that the casino was committing fraud rather than experiencing genuine errors, which led to a consideration of legal action. The Complaints Team emphasized the necessity of supporting evidence, such as game history in the requested format, to proceed with the investigation. Due to the lack of this evidence, the complaint was rejected at that time.
BetOnRed Casino - Player claims fraud at the casino.
Amount: €1,000
BetOnRed Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Good day,
I wrote a complaint here some time ago and after long discussions, I gave up. Ever since I started playing at Betonred, I have lost more than €30,000, and just in the past 9 days, I have lost over €6,000. I've never experienced major problems or fraud like this before. I've tried countless times to resolve issues with my VIP manager and have written in the chat numerous times, but it's pointless to win against scammers. Discussions in the chat or with the VIP manager have achieved nothing and brought no changes. All I hear constantly is, "We're sorry." For the past month, I have continuously encountered problems with the game Book of Dead, with errors popping up every 2-3 seconds saying it's either a server error or error code 404. Despite this, I've lost over €10,000 during this period of disruption without ever getting free spins. Curiously, after each blockage, when I restart the game, it appears as though a set of free spins, played at a €0.10 bet, was completed, showing three books as if the free spins ran out during the disruption. But when I switch to demo mode and play for hours, no interruptions or blockages happen. I've tried everything and am now 1,000% sure it's fraud, not an error.
Moreover, countless promises to fix the error have never been fulfilled. I was advised to delete all cookies and cache from my phone, supposedly because they cause problems, but other games or the demo mode don't have these issues. Interesting, right? Even after doing that, there was no improvement. And during this time, I've lost over €10,000, playing with bets of €5, €4, and €3, even €10, but no matter how I try, I've never managed to make even €100 when every block happens, the alleged free spin at €0.10 went by. I have countless screenshots as evidence that I'd like to send you via email, which clearly show this happening every minute or two. I'll also include screenshots of WhatsApp discussions with the VIP manager, and nothing was ever successfully resolved, only more "We're sorry." But you know, even a fool can see this is a scam because if it's a genuine error, why does it never result in a win but always a loss?
Why hasn't an error ever occurred that suddenly credited €6,000 to a player's account? Do you think we are all stupid? Or, for example, there is no limit on deposits—you can throw in hundreds of thousands—but when someone wins, there is indeed a limit on withdrawals, only €5,000 per week. That's fraud too. But probably no one has ever won such an amount. I've heard the same in discussions with other players here, where if the game is interrupted and then resumed, a completely different screen appears than before the interruption. So now I'm really curious about what the Betonred team will say in their defense. The best course of action may be to hire a lawyer and sue because I've not only lost so much money but also my nerves, valuable time, and patience for these fruitless discussions with Betonred that lead nowhere.
Best regards,
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3 months ago
Dear daniela27042006,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to dominika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Dominika
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3 months ago
Translation
I have sent you everything by email. Regards, Daniela
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3 months ago
Dear daniela27042006, could you please forward your game history in Excel format with the exact time of the incident along with any relevant communication with the casino to dominika.l@casino.guru?
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3 months ago
Translation
Good day
I have written and sent you an email. Regards, Daniela27042006
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3 months ago
Dear daniela27042006, you need to request your game history in Excel format with the exact time of the incident from the casino.
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3 months ago
Translation
Of course I did that on October 28th and nothing has happened to date. I'm sending you screenshots as proof by email. But as far as I can see we're not really making any progress here. Write to me every week, we can continue like this until 2030, so because you're not making any progress, I'm going to get a lawyer and use all this evidence to get all the money back. But now I'm suing for everything and not just the money I lost in the one game, because I've really had enough. After all, more than 30,000 euros have been lost at Betonred so far. Regards
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3 months ago
Dear drgabber, firstly, it’s important to highlight that when you encounter technical errors or disruptions in any online game, it’s generally advisable to stop playing immediately. Continuing to play during such issues can complicate the situation further and may lead to additional losses, as you experienced.
Regarding your complaint, without supporting evidence—such as your game history in the requested Excel format—we are limited in our ability to investigate effectively. This documentation is crucial as it provides detailed insights into the specific incidents you experienced and helps us present your case accurately.
Additionally, if you feel that your concerns are not being adequately addressed, you may want to consider reaching out directly to the game provider or the licensing authority. They may offer a different perspective or assist in resolving the issues you've faced.
Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. If you collect any supporting evidence, you can reopen this complaint at any time.
