BetOnRed Casino - Player couldn't withdraw after self-exclusion.

I requested self-exclusion, but as it was not immediate, I continued to play.

Nearly 24 hours later, they closed my account while I was still playing. I was then unable to withdraw my money.

I sent numerous emails asking for my money to be transferred to the same account as my previous withdrawals, and 5 days later, I'm still waiting.

I'm awaiting more than 200 euros (I didn't have time to check the exact amount, but I know that in the last game I had just over two hundred euros)

Dear Mariavvv,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with BetOnRed Casino. I have checked the Self-exclusion policy on the casino website and this is what I found:

Please note that if you are self-excluded from the casino indefinitely, the funds remaining on balance will be paid according to the casino limits. If you are self-excluded for a definite period, the funds remaining on balance will be paid according to the casino limits only when a period of self-exclusion expires.

Could you please specify if you requested to be self-excluded for a definite or an indefinite period of time?

Have you received any response to the emails you sent to the casino regarding the withdrawal of your winnings?

Could you please advise if you passed the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning,

The self-exclusion was for an indefinite period.

I receive emails that just say they are dealing with my matter.

They still haven't given me back the money I had there.

I understand that they should have been careful when closing the account. Since they didn't close it when I asked, they should have seen that I was still playing and hadn't withdrawn the funds.

thanks

Thank you for the reply. Before we move forward with your case, please send any relevant documentation between you and the casino regarding your self-exclusion and the subsequent withdrawal issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Dear Mariavvv,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Mariavvv, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, I await your response.

Merry Christmas

Dear Mariavvv,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you, I'll wait.

Hello, Dear Player

Kindly check your email inbox and provide credentials for refund

Best regards,

Betonred Casino Team

I just sent refund details to BetonRed's email address, as requested.

I await the refund.

VERY GRATEFUL TO CASINO GURU FOR YOUR EXTRAORDINARY SUPPORT.

When I receive the refund, I will send you proof.

Happy parties

Pink ****

Dear Mariavvv,

I'm pleased that we are nearing a resolution. Please inform me when you receive the refund, and I will close the case.

Thank you for your patience and kind words.

I sent data for transfer on Thursday, December 28th and the transfer has not yet been carried out.

I remembered again on Saturday, the 30th and they still haven't responded.

It's strange because when they transferred the game money, it only took a few hours for it to hit the account, from the withdrawal request.

Now do they need so many days?

Thank you and a Happy Year

I haven't received the transfer yet. Very bad.

Dear BetOnRed Casino team,

Is there any issue with the player's refund?

Hello, dear Mariavvv

Please note that according to your screenshots you didn't provide all the necessary information requested, please send us missing info and refund will be processed after that

Best regards,

Betonred Team

I just sent all the requested data.

Rosa Varela

data sent on January 12th

Mariavvv, is there any update?

Nothing, they didn't make a transfer.

. A shame.

Dear Maria,

Thank you for reaching out to us, and we sincerely apologize for any inconvenience you may have encountered. We acknowledge receiving your email; however, it appears to be empty or missing content on our end.

To assist you more effectively, could you please resend your message with the details of your concern? We want to ensure that your concerns are thoroughly addressed, and your feedback is important to us.

We appreciate your understanding and cooperation. If you encounter any difficulties, please don't hesitate to reach out to our customer support team, and we will be more than happy to assist you.

Thank you for your patience and continued support.

Best regards,

BetOnRed Team

Dear Maria,

Thank you for reaching out to us, and we sincerely apologize for any inconvenience you may have encountered. We acknowledge receiving your email; information has been transferred and your refund will be made real soon, please wait.

Thank you for your patience and continued support.

Best regards,

BetOnRed Team

I'm waiting for the transfer, I hope it's soon.

Rosa Varela

They've already transferred me.

Thank you to Guru Casino for helping me.

I am very grateful to you.

RV

Dear Mariavvv,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Mariavvv, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards Jozef