The player from Canada had raised a complaint about recurring issues with cashbacks and bonuses at an online casino. The Complaints Team had clarified that they could not penalize the casino for revoking bonus privileges as casinos reserved the right to restrict or close player accounts. They also explained that casinos were not obligated to provide bonuses, which could be withdrawn at any time without notice. The Complaints Team had been prepared to reject the complaint as unjustified but had extended the timer for additional player input. However, due to the lack of response from the player, the Complaints Team had to reject the case, being unable to proceed with further investigation or solutions.
BetOnRed Casino - Player experiences poor customer service and bonus issues.
Amount: Can$35,722
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
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1 month ago
CS staff (Ciao) was rude, and incompetent. Had no regard for my issue and wouldn’t escalate my request to his supervisor. I previously would spend 10k+ monthly here but CS staff like Ciao are reasons why I don’t anymore. Cashback issues are frequent. they seem to be dishonest. there are also issues when selecting a bonus and then they simply will not provide the bonus you opted in for, even with screenshot. DO NOT PLAY HERE
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1 month ago
Dear mitchgrifff,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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1 month ago
Dear mitchgrifff,
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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4 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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