The player from Austria claimed to have lost several thousand Euros due to inconsistencies in Betonred Casino's deposit system. The player constantly found discrepancies in deposited and posted amounts, with several cases of missing funds. Despite contacting Betonred Casino multiple times, the player did not receive any meaningful resolution. The Complaints Team investigated the issue and communicated with the casino, which manually credited one of the missing deposits. However, due to the lack of further response from the player, the complaint was ultimately rejected.
BetOnRed Casino - Player experiences deposit inconsistencies.
Amount: €625
BetOnRed Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Good day,
I have lost several thousand Euros at Betonred Casino, but what bothers me most is that I am continuously deceived by their deposit system. Every time I deposit a large amount of money, I always find that 100 or 50 Euro are missing from my player’s account. I am forced to engage in hours-long disputes with an automated chatbot, and all I ever receive are empty promises. They assure me that my money isn't missing, but is still being processed due to a mistake on their part. This occurs even though I make immediate deposits (eps) as always, and the money has been deducted from my account instantly. Now, I have been waiting for a week for the last 40 Euros that has been taken from me without any explanation. To date, I have not received an email, an explanation, or even an apology. At this point, I would like to demand compensation for all my losses as I have never before experienced such insolence and fraud as I have at Betonred Casino. I am yet to receive any refunds for the money that did not arrive instantly into my player's account, despite their constant assurances of resolution. I have never received a response to a single email and the discussions with the chat robot lead nowhere. I am pleading for your help and support in this matter. Here's hoping for a swift reply from you. Regards,
Automatic translation:
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7 months ago
Dear daniela27042006,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
Please understand we won't ask for any compensation on your behalf for funds that were played and lost.
- Could you please clarify if any other previous deposits weren't credited to your casino account or provide an example of a deposit that wasn't credited in full?
Best regards,
Tomas
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7 months ago
Translation
Dear Tomas
So I'm not surprised that the last 40 Euro has suddenly been credited to my player account, and that it no longer says pending in the history but accepted. So I spent a week arguing with chat robots and was always told to wait and nothing happened until now when I turned to Guru for help. How many times have I written emails and never received a reply from you? How many times have I explained that my payment provider had nothing to do with it because it is clear that the money was immediately debited from my account? How many times have I sent you proof? Luckily I took screenshots straight away and collected all the evidence so that you cannot later say that it is not true. So take a look at the screenshots from yesterday, where I wrote to Guru what was in my player profile under history (pending) and now all of a sudden it is accepted and 40 Euro is in my account to play with 😡so???? Then please look at my profile how much 100 and 200 and 50 is still under (pending) and since when????? And nothing has ever been done. So I was scammed. Unfortunately I didn't know about Guru at the time but this time I searched on google for answers to your casino and then I became aware of Guru. During my last conversation a few days ago I even said in a conversation with a chat robot that I would contact Guru and yet they haven't done anything, I was told I just had to wait. So???? And now all of a sudden a miracle has happened, right?😡???? So please look carefully at my profile how much money is still under (pending), 200 euros, several 100 euros, several 50 euros, and how has it never been done before? I can't download all the screenshots as proof but you can see them in my profile, but I can only tell you one thing, I'm going to gamble away the 40 euros that I got back into my account thanks to Guru and I'll never deposit a cent with you again. If you look at my history you'll see why and how many thousands of euros I've lost so far and how many 100s and 200s and 50s have been stolen and are still outstanding. So I advise all players never to play at Casino Betonred. Best regards
Automatic translation:
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7 months ago
Thanks for your reply.
I am glad your 40€ were found, and credited to your casino balance.
Could you please provide more details regarding the other missing deposits? Share screenshots of your transaction history in the complaint thread, or send them to my email at tomas@casino.guru
I'll wait for your reply.
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6 months ago
Thank you very much, daniela27042006, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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6 months ago
Hello daniela27042006,
I'm Michal, and I have taken over your complaint. I have reviewed your case and although I can agree with you that it is expected that once you deposit money it should be reflected in your casino account instantly, however, this is sadly not always possible. BetOn Red is an international casino, so the variety and accessibility of payment methods are not managed exclusively by the casino, and they have to use 3rd party payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence on this. So although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed because of some unexpected issues, and this is not always in the "casino's hands." I will contact the casino to shed more light on this matter.
We would like to invite BetOnRed Casino to join the conversation.
Dear BetOnRed Casino,
Could you please provide details on why the player's deposits are not all reflected in their account? Can you confirm the amount of funds that are still pending and what has already been credited?
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6 months ago
Hello, dear all!
We are sincerely sorry to hear that you have had such difficulties with deposits, although we only see one escalation regarding a deposit that was not credited immediately to your gaming account. Our specialists have investigated the matter and have manually credited your 40 euro deposit.
As far as we can tell, you have not reported any other cases where funds were not credited to your gaming account. If you have incurred any fees when making a deposit, this can sometimes happen, and we do warn players about this before they make a deposit, as the fees may be charged by the payment provider.
However, if there is a specific payment that was not credited to your gaming account, please reach out to us by email support@betonred.com , mentioning "CasinoGuru" in the subject line, and provide a screenshot of the deposit that was not credited, including the transaction number. We will be happy to look into this and assist you.
Best regards,
BetOnRed Team.
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6 months ago
Thank you for your response, BetOnRed Team.
Dear daniela27042006,
Can you please specify which payments, including the amounts that have been deducted from your (eps) account are still pending?
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6 months ago
Dear daniela27042006,
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.
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6 months ago
Dear daniela27042006,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
