The player from Germany had had issues with withdrawing winnings from an online casino. The casino had initially claimed that the bank had denied the transfer, but the bank had refuted this. The casino then suggested a different withdrawal method, but this had also been unsuccessful. The player had reported disrespectful communication from the casino. After the player's complaint was submitted to us, the casino had paid out his winnings within an hour. This issue had been successfully resolved.
BetOnRed Casino - Player experiences frustrating withdrawal delays and disputes casino's reasons.
Amount: €150
BetOnRed Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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4 months ago
Translation
Though the provided location above states Puerto Rico, I actually reside in Germany.
On Tuesday, I made a withdrawal request, which was supposedly transferred immediately. Yet, on Wednesday, the money was sent back with the explanation that "The bank has denied the transfer." This is nothing but nonsense, as banks don't refuse transfers - a fact confirmed upon inquiry at my bank. A second withdrawal was also sent back with the same absurd reasoning.
I was then informed that a special team needed to investigate the case ( which is more nonsense, as no action was taken). On Monday, I queried once more about how to receive my money. They recommended that I withdrew through Jeton, which I subsequently verified.
Just 10 minutes later, the cancellation was issued stating "My turnover wasn't reached", which is ridiculous considering I hadn't played any games but merely requested for my payout again.
Just 5 minutes after that, I enquired in chat again only to be told "your bet was set now." I hadn't placed a single cent, so this was another lie.
After trying to cash out through Jeton again, I was told it would be processed within 24 hours at the very latest. Now, it's already been over 60 hours.
When asking about the issue in chat, I am met with insults,
This establishment is nothing more than a scam. How did it end up with such a high rating?
Automatic translation:
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4 months ago
Hello bluezoo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
I can wait another 6 weeks... there won't be any payment, you can see that in the stalling tactics that are used there... supposedly a "special team" wants to take care of this case, but it hasn't even been happening for 10 days nothing....plus I don't need a "special team" for a perfectly normal payout on chips.
The account was already verified when it was opened and bonus funds were not used
Automatic translation:
Public
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4 months ago
Translation
You can close the process...after I sent them a screenshot saying you were taking care of it, they paid me out just an hour later. You can see that your site has a lot of influence...of course I won't be playing there anymore...
Thanks for the help
Edited
Automatic translation:
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4 months ago
Dear bluezoo,
I'm glad to hear that your issue has been resolved 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,
Casino.Guru
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