BetOnRed Casino - Player’s account closed and winnings confiscated.

Hi Guys. Hopefully you can help me as the casino has stopped responding to my emails.

I won around €3k over a month ago. made a €2k withdrawal which paid then made another withdrawal which took ages to pay, after chasing up they said i broke the maximum bet terms. They said-"We are contacting you regarding your account. Your account has been closed according to the decision of the administration. Your winnings were subtracted as they were received in violation of our T&C on the use of bonus funds, namely clause 3.6."

I didn't break this term and I cant prove it to them because I can't log into my account to get the gaming history. I requested the gaming history from them but they responded saying again that I violated the terms. I have requested the gaming history 5 times via email since but they wont respond to me now. I can't prove to them that I didnt break the terms and cant get a response out of them which is really annoying. I can forward you my emails with them if you want to see them?

Hello glennforan1975,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was fully verified on 4th July after I uploaded my bank statement.

The winnings were accumulated using a bonus.

I have sent emails to the casino but they have stopped replying now. The last email I sent was 30th July and then I gave up and contacted you guys instead after 5 emails I sent weren't replied to by the casino. Happy to forward the string of emails to you guys so you can see for yourselves.

Cheers, Glenn

Hello glennforan1975,

Please forward the e-mails to nikolas.b@casino.guru before we would move forward.

I have sent the emails to nikolas.

Thank you glennforan1975 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, glennforan1975,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetOnRed Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello, dear all!

glennforan1975, thank you for reaching out to us regarding your concern.

We are truly sorry that you have encountered such a difficulty. We regret to inform you that your account has been closed due to a breach of the rules, namely clause 3.6 of the bonus terms.

According to our terms and conditions, clause 3.6, the amount of the maximum bet from bonus funds is limited: "3.6. Any issued bonuses are, by default, limited to a maximum bet during wagering: 5 GBP/EUR, or equivalent, unless otherwise specified. The max bet limit includes bet doubling after a game round has been completed, as well as bonus rounds purchased within the game." Unfortunately, your bets on slots exceeded the specified amount, which resulted in the confiscation of winnings from the bonus.

Dear Branislav, we will send you the evidence by mail.

Thank you in advance for your cooperation.

Best regards,

BetOnRed Team.

Dear glennforan1975,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the maximum bet amount while playing with a bonus. Although you were obviously aware of the maximum bet amount with an active bonus, the first significant winnings (several thousand €) were made from a €10 bet, which is twice more than allowed, which gave you an unfair advantage during further play and meeting the bonus wagering requirements. Only after that, you continued playing within the €5 maximum bet limit.

The casino acted in accordance with its terms and conditions, and we accept their decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, BetOnRed Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru