BetOnRed Casino - Player removed from the game.

They removed me from the game

Dear lenas,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with BetOnRed Casino. I’m afraid I will need more information regarding your problem.

Please could you elaborate?

• Could you please advise how long were you a player of the casino and what restrictions were made on your account?
• Have you contacted casino support regarding the issue? With what result?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

I will be waiting for your reply patiently.

Best regards,

Tomas

I have contacted the casino today they answered me but they still haven't solved my problem. from yesterday I started playing it. in the slots specifically in DIAMONDS POWER HOLD AND WIN I was not in bonus because it was the second deposit. when I was playing and the game arrived around 650 euros were suddenly mentioned K stayed around 90.

Have you made any screenshots of the incident you might share?

Could you please share your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

While I was playing He gave me these coins and other smaller ones. On 16/5/2024 at 3:04 pm he kept all my coins and left me the one with the 96 euros the other money from the rest disappeared. I continued to play 96 to see if they put the others on me again but nothing 96 of course I lost them, don't count them.

Any communication with the casino, where you discuss the issue with support would be helpful. Please forward it to my email at tomas@casino.guru

Thank you very much, lenas, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 lenas,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetOnRed Casino representative to join this conversation and participate in resolving this complaint.

Dear BetOnRed Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello, dear lenas.

Thank you for contacting us, we will be happy to solve your problem.

However, the email indicated in the complaint is not registered in our system. Please indicate the correct email address that has been registered in your gaming account. Thank you.

Best regards,

BetOnRed Team.

Hello lenas,

Could you follow the casino's instructions and provide us with the email address under which you registered in the casino?

Thank you very much in advance for providing the information.

Dear lenas,

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.

Dear BetOnRed,

Did you manage to match the provided email address with the player's casino account?

I'll be awaiting your reply.

Hello, dear lenas!

Thank you for bringing this issue to our attention. We have carefully reviewed your account and gaming activity and have determined that you are not aware of our bonus policy. We would like to inform you of Rule 3.28 in the Bonus Terms section, which states that the maximum winning amount from a bonus is limited to х10 the bonus amount.

We would like to clarify that the bets in question were placed using the bonus funds, and after successfully meeting the wagering requirements, you received 110 euros to your real balance (the bonus amount was 11 euros). Remaining funds were then forfeited, in accordance with the terms and conditions.

We hope for your understanding.

Best regards,

BetOnRed Team.

Hello lenas,

I am afraid there is nothing that can be done from our side as the casino acted according to their terms and conditions and your winnings were capped to ten times the bonus amount. Would you like to comment on this?

I'll be awaiting your reply.

Hello.

In all casinos they keep the bonuses when you want to withdraw money and not when you play on the game to confiscate them.

I have nothing else to comment on.

Thank you very much for dealing with my issue.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.