BetOnRed Casino - Player claims that payment has been delayed.

The casino has delayed my withdrawal beyond there stipulated time frame. Support cannot give me a reason for the delay. My account has been verified/KYC.

Dear bim900129,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear bim900129,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I still haven't been paid nor am I aware of any further developments in the case.

Dear Bim900129,

I hope you're doing well. Could you kindly clarify since when your account has been verified and whether your winnings were accumulated with real money or a bonus?

Additionally, please forward a screenshot of the pending withdrawal either here or to nikolas.b@casino.guru for further review.

I look forward to hearing from you.

Best regards,

Nick

My account was verified on the 11th of November this year. Winnings were accumulated without a bonus.

Thank you Bim900129 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear bim900129,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetOnRed Casino representative to join this conversation and participate in resolving this complaint.

Dear BetOnRed Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello!

Thank you for bringing this matter to our attention. We genuinely appreciate the opportunity to review your concerns and work towards a resolution that is fair for all parties involved.

Please rest assured that our team is conducting a detailed review of the situation to ensure it is handled thoroughly and transparently. This investigation is a priority for us, and we are taking the necessary steps to understand the circumstances and determine the best way forward.

We are committed to addressing your concerns promptly and to implementing measures to prevent similar issues in the future.

Thank you for your patience as we work on this. We will provide you with an update as soon as we have additional information. If you have any questions in the meantime, feel free to reach out to us.

Best Regards,

BetOnRed Casino

Dear BetOnRed Casino,

Please, provide us with the relevant information as soon as possible.

I'll be awaiting your reply.

Hello!

Thank you for your patience and understanding.

We apologize for the delayed response and appreciate your cooperation. After reviewing the situation, we are pleased to inform you that you can now proceed with your withdrawals.

Kindly make a new withdrawal request at your convenience, and we will ensure that it is processed successfully.

Should you have any further questions or need assistance, please don’t hesitate to reach out.

Best Regards,

BetOnRed Casino

Hello bim900129,

Could you request a withdrawal and let me know once you do that?

I'll be awaiting your reply.

I requested a withdrawal again a couple days ago and apparently it was rejected due to a "technical error", I have submitted the withdrawal request again yesterday.

Hello bim900129,

Thank you for your response. Please let me know once you receive the payment.

I'll be awaiting your reply.

My withdrawals have been paid. Thanks for all your help.

Dear bim900129,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru