The player from Germany registered and subsequently lost 5,000 euros within a week. The player initially questioned the casino's acceptance of German players and requested a refund due to his gambling addiction and the belief that the casino would not pay out winnings. After communicating with the casino, the player felt assured of fair treatment and withdrew his complaint. The issue was marked as resolved by the Complaints Team.
BetOnRed Casino - Player registered and lost money.
Amount: €5,000
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
3 months ago
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4 months ago
Translation
Dear Thomas, I regret to inform you that your information is incorrect. Unfortunately, I was able to register and lost 5000 euros within a week.
Automatic translation:
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4 months ago
Dear Blerko,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re facing.
To better understand your situation and assist you more effectively, could you please provide more details regarding the following:
- Did you encounter any issues during the registration process, such as difficulties in verification or account approval?
- Could you clarify what specific information you believe to be incorrect?
- Have you reached out to the casino's customer support regarding this issue? If so, could you provide any details or correspondence from those interactions?
- Did you receive any confirmation or verification emails during the registration and depositing process?
If you have relevant documents, please forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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4 months ago
Translation
Hello ,
No, verification wasn't really asked about and there is no way to verify yourself, probably only when you make a withdrawal.
Yes, I have verified phone and email.
I haven't had any problems, but I think it was risk-free income and they certainly wouldn't have paid out.
But above all I would like to inform you that German players are accepted and if this is not the case, then I would like my deposits back because there was no basis for a contract between us.
I think that a casino with a high index should stick to what it says.
I am a player with an addiction problem, the only thing I look at is how you rate them.
lg
Blerim
Automatic translation:
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3 months ago
Hi Blerko,
I apologize, but I still don't fully understand the issue.
- Are there funds being withheld by the casino, or are you requesting a refund of your lost deposits?
- If you are requesting a refund, could you please clarify the basis for this request?
Thank you.
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3 months ago
Dear Blerko,
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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3 months ago
Translation
Dear Petronella,
The casino assured me that I would be treated fairly if I won, so I am withdrawing my complaint.
The casino has many options for responsible players and that is nice.
Thank you for your trouble
Automatic translation:
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3 months ago
Thank you, Blerko, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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3 months ago
Translation
Hello ,
Yes please you can close this as solved.
Best regards
Blerim L******
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Blerko, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
