BetOnRed Casino - Player faces processing issue with deposit at Betonred.

So basically I've made a deposit that was canceled by their system. Betonred's support agent Jairo was the only one helpful, but unfortunately, only him. The support agents said they were investigating the deposit issue and confirmed that indeed it should be refunded. 2 weeks have passed and I received an email that the proof I provided was not a deposit made in their system. Basically, those fraudsters are using a different MCC and not a casino one. This is their option to accept Master Card payments as MC does not allow gambling transactions and also to use it as an excuse for the deposit made to another company.

Dear drgabber,

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.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account, or in your case to return to your bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Tomas, I'm sorry for the words but they are bullshitting you

These were the screenshots I sent as proof and that is their reply. I'm quite sure they are just trolling.

Have you contacted your payment provider regarding the transaction?

What response have you received?

It's a wallet and they said its the casino that has to do the refund, the casino told that I am not the only one that has this issue which is absurd it's been 20 days now

Thanks for the update.

If the transaction is not returned to either your wallet or casino balance within 9 days we'll intervene. In the meantime, please inform me about any progress. I'll await your response.

Hi Thomas,

Thank you for your support.

Their reply is always the same, wait for an answer and I am almost certain that nobody has lifted a finger to assist me. I had several other issues related with their website the response is always the same we're gonna resolve it immediately and then I have to write 2 weeks straight until an employee of their actually starts dealing with this

Has your deposit been credited, please?

no, they won't return it.

Thank you very much, drgabber, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.  

Hello, drgabber!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear drgabber,

Thank you for bringing this to our attention. We appreciate your diligence in providing proof of deposit. Upon careful review, it seems there might be a discrepancy between the documentation and the transaction made to our casino.

We understand the importance of accuracy in these matters, and we would like to work together to resolve this. Could you please double-check the provided information, and if there are any discrepancies, feel free to provide the accurate details?

Your cooperation is invaluable, and we are here to assist you every step of the way. Please don't hesitate to reach out if you have any questions or need further clarification.

Thank you for your understanding.

Best regards,

BetOnRed Team

Could you please explain where is the difference in the screenshots provided, also would you like to pull out the chats at the time I report it and post it here as it will also show your confirmation and acknowledgment of the transaction?

Dear drgabber,

Thank you for bringing this to our attention. According to the payment provider proof of deposit you provided does not relate to our casino

Please double-check the provided information and upload correct proof of transaction

Your cooperation is invaluable, and we are here to assist you every step of the way. Please don't hesitate to reach out if you have any questions or need further clarification.

Thank you for your understanding.

Best regards,

BetOnRed Team

Please show the chats at the moment I reported the issue because right now you are lying. Please show a screenshot of the payment provider as well cause your words mean nothing without proof. The only thing you are doing right now is lying, but you know god sees everything and you will go to hell

drgabber, if you state that you have submitted the correct proof of deposit, please, send it to my e-mail and I will take a look at it: pavel.k@casino.guru.

Hi Pavel,

It is attached here, also, those guys don't want to send the chat transcript since the report it will prove that they confirmed that this transaction was sent to them. Those guys are fraudsters and the Trustpilot page says it all because they pay for good reviews and delete the bad ones. This casino should lose it's license

Can you, please, send the total statement for that day to my e-mail, not screenshots?

Meanwhile, BetOnRed Team, what recipient should be shown in the player's Skrill statement, so that we know the transfer belongs to your casino?

Hey, Pavel

According to the profile transactions, user hasn't made a payment via Skrill

Thank you for your understanding.

Best regards,

BetOnRed Team

Thank you for the explanation, BetOnRed Team! Could you, please, send the player's transaction log to my e-mail: pavel.k@casino.guru?

Hey, Pavel

Transaction log has been sent

Thank you for your understanding.

Best regards,

BetOnRed Team

Hey, dear player

Could you please confirm that this proof of deposit reflects the transaction made? Could you kindly double-check if there any others transactions made of this sum?

Also could you kindly confirm that funds didn't return back to you later?

Thank you for your understanding.

Best regards,

BetOnRed Team

I already confirmed, and your team confirmed, skrill confirmed that this was the transaction that was made to you and you do not want to refund it.

You are delaying this deposit just to annoy me. Especially the question you ask shows how unprofessional you are, you haven't even read the chat I had about this.

"Also could you kindly confirm that funds didn't return back to you later?"

Frankly speaking, there is no way this is not the transaction and no, I have not made any other purchases. I made the transaction and immediately after it didn't accredit I contacted your support and they confirmed that the transaction I sent was the one in your casino.

Could you please confirm that this proof of deposit reflects the transaction made? Could you kindly double-check if there any others transactions made of this sum?

Hello, dear Pavel

We kindly ask you to extension of the timer to resolve the case.

Best regards,

BetOnRed Team

I want to just share a little bit more of their unprofessionalism, those people deserve to go to the gas chambers as harsh and unmannered from my side to say, they deserve nothing better. After accepting defeat they just continue to try to mess with me:

They requested my bank details to wire my money after I sent an official bank document they rejected it because, yep, a new rule it has to be in writing:

To the wonderful Freya lady, please jump as high as you can and fall on your head, your brain might start to work properly.

Dear drgabber,

Please have some respect for our specialists, we are here to solve your problem and help you, it is very important to us.

The matter with your deposit has been resolved, we have credited it to your account.

To proceed with the refund the specialists have requested your banking credentials to be able to do so, there is nothing wrong. You should reply to the email indicating the necessary information. Only after this can we proceed with the refund.

Best regards,

BetOnRed Team.

Dear drgabber,

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.

They finally refunded the amount you can close this

Hi, dear drgabber!

We belatedly inform you that we have processed your refund.

Thank you for your patience.

If you have any other question, please don't hesitate to contact us.

Best regards,

BetOnRed Team.

Dear drgabber,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team