BetOnRed Casino - Player’s account closed with pending withdrawal.

Yesterday, I withdrew €2000. I've been a customer for over 6 months, and I play a lot. Everything has always been fine; they send me my money. Today, I contacted casino support to ask how long it will take for the money to arrive. They told me it’s already on the way but that bank transfers take longer (I usually withdraw using a card). I wanted to withdraw using my card, but I lost it and had to request a new one. One hour after speaking with support, I tried to log in, but it wouldn't let me. I received an email from Bet OnRed saying my account had been closed for my well-being without mentioning my €2000. I asked them about it, and they sent an email saying I need to provide photos of my cards, but I don't have them because they're lost. I sent them my payslip, ID, and payment account proof. They told me I need to verify my account for them to send the €2000. I believe that with all the data I provided, it should be enough, right? Please help me, boss. 😭

Dear nahuelbely5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear nahuelbely5,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.