The Austrian player had deposited 100€ and won 650€ at an online casino. He had attempted to verify his account for withdrawal, but the casino closed his account without explanation and cancelled his winnings. Despite the player's attempts to contact the casino's support team, he had received no response. We had reached out to the player to gather more information and better understand the situation. However, the player did not respond to our inquiries, which prevented us from proceeding with the investigation. Consequently, we had to reject the complaint due to the player's lack of response.
BetOnRed Casino - Player’s account closed after setting a withdrawal request.
Amount: €650
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 opened
Current status
Waiting for player to reply
6d 11h 51m 19s
Case summary
12 hours ago
Public
Public
2 months ago
Translation
Dear Casino Guru Team, I am simply at my wits' end.
I deposited 100€ into this casino and won 650€, leaving me with 750€ in my account. When the time came to withdraw my funds, I tried to verify my account online, but weirdly, it didn't work. I then contacted the support team with my documents, but they subsequently closed my account without any explanation and all my winnings were cancelled. I've been trying to reach someone from the support team for a week now, but I have not received any response. Unfortunately, I also haven't received any assistance from the live support team for my issue. I hope you all can help me.
Automatic translation:
Public
Public
2 months ago
Dear biwi31,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOnRed Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- 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 or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Dear biwi31,
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.
Public
Public
2 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Public
Public
1 month ago
Thanks for your message, we'll continue your complaint here.
In order to continue, please reply to my questions here:
- 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 or without an active bonus?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I'll await your reply.
Public
Public
3 weeks ago
Dear biwi31,
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.
Public
Public
2 weeks ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
Public
Public
5 days ago
Translation
We've reopened this complaint at the request of biwi31. We would like to give this case another chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Message from the player:
Dear Casino Guru Team, I made my first and only deposit of €100 on February 13th. I then wagered my bonus within 2 days and then had it in real money. In total, including the deposit amount, it was about €750. After that I tried to verify my account, but my account was blocked and I only had the 100€ I had paid in. I entered all the information correctly and I don't have a second account. When I asked for live support, I was always referred to email support. Where unfortunately I only get the information that my verification didn't work. I really hope you can help me, I've uploaded a screenshot of the last email. Thanks and best regards, Simon
Automatic translation:
Public
Public
5 days ago
What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
Public
Public
5 days ago
Translation
All the winnings came from sports betting. I didn't play casino on the website.
Automatic translation:
Public
Public
2 days ago
Thanks for the reply.
We've received further information from the casino outside of this thread confirming you haven't passed the verification for valid reasons.
Please let me know if there is any information I haven't considered, otherwise the complaint will be rejected.
Public
Public
2 days ago
Translation
Thanks for the feedback. Why could the verification not have worked? I can show all the documents the casino needs. Unfortunately, I am not even told which documents are required.
Automatic translation:
Public
Public
12 hours ago
Please send me the documents you provided to the casino. My email is tomas@casino.guru
biwi31 has 6d 11h 51m 19s to reply
Please disable your AdBlock