The Austrian player had had an issue with an online casino where his account had been blocked and his winnings of 650€ had been cancelled after his attempt to verify his account. After our interaction with the casino, the player's account had been reopened, his documents had been approved, and his winnings had been refunded. The player had confirmed the resolution of his issue, expressing satisfaction with the outcome.
BetOnRed Casino - Player’s account closed after setting a withdrawal request.
Amount: €650
BetOnRed Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
BetOnRed Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
10 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
10 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
9 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
9 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
8 months 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
8 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
7 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
7 months 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
7 months ago
What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
Public
Public
7 months ago
Translation
All the winnings came from sports betting. I didn't play casino on the website.
Automatic translation:
Public
Public
7 months 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
7 months 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
7 months ago
Please send me the documents you provided to the casino. My email is tomas@casino.guru
Public
Public
7 months ago
Translation
I have just sent the email with my ID card attached.
Automatic translation:
Public
Public
7 months ago
Thanks for your email, biwi31.
After reviewing the documents I asked the casino additional questions for clarification.
I would kindly ask the casino representative to reply publicly here or to my email at tomas@casino.guru
Public
Public
7 months ago
Hello, dear all!
Dear biwi31, thank you for bringing this issue to our attention. We appreciate you taking the time to reach out, and we're sorry to hear you've encountered any difficulties.
After a thorough review, we are pleased to inform you that your account has been successfully reopened, and the necessary documents have been approved by the appropriate department.
In the future, we kindly ask you to provide original documents with clearly visible information. This will ensure that we provide you with the best possible service.
We also inform you that your winnings have been refunded into your account. You may now continue to enjoy playing on our website.
Best regards,
BetOnRed Team.
Public
Public
7 months ago
Dear biwi31,
Please let me know whether you consider the issue resolved. I'll await your confirmation.
Public
Public
7 months ago
Translation
The money was deposited in my bank account today, thank you very much for the incredible support, the case can now be closed.
Automatic translation:
Public
Public
6 months ago
Dear biwi31,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Tomas
Casino.Guru
