The player from Germany had met the wagering requirements using a bonus but had his account closed after attempting verification. The customer support team did not provide any reasons for the closure, which resulted in the player being unable to access his winnings. After reviewing the evidence, it was determined that the player did not pass the verification process, leading to the casino's actions being upheld according to its terms and conditions. Consequently, the complaint was declined as the casino's decision was justified.
BetOnRed Casino - Player's account has been closed without explanation.
Amount: €450
BetOnRed Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I created an account and, using the bonus from my first deposit, made some winnings. To withdraw, I had to wager a total of around 12,000 euros, which I managed to do after some time. Since my account balance exceeded 450 euros after meeting the wagering requirement, the excess winnings were deducted as outlined in the terms and conditions.
When I tried to verify my account, an error occurred, and the request was forwarded to customer support.
The support team then contacted me, informing me that my account had been closed without providing any further reasons, only advising me to contact support.
The live support directed me back to email support, which only informed me that my account was closed, without giving any reasons, even after multiple inquiries.
Automatic translation:
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3 months ago
Dear hainnes1995,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that you didn't manage to provide any documents to verify your identity?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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3 months ago
Translation
I sent the necessary documents to the casino. The same documents were also accepted by another provider. Betonred Casino initially informed me that the documents needed to be checked more closely. Some time later, on the same day, I was informed that the account had been closed.
The justification was: "due to the violation of our terms and administrative decision"
When I asked further questions, I was given the same reason again, although I had not violated any of the terms and conditions.
I only played slots.
Automatic translation:
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3 months ago
Thank you very much, hainnes1995, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
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3 months ago
Hello hainnes1995,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite BetOnRed Casino to join the conversation.
Dear BetOnRed Casino,
I would appreciate it if you could clarify the specifics regarding the alleged violation of your Terms and Conditions by the player. If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru
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3 months ago
Hello, dear all!
Dear hainnes1995, we really appreciate you taking the time to let us know about this issue.
We are sorry that your account was closed and your winnings were confiscated, however, as we can see from the system, you have not passed verification, thereby not activating the ability to withdraw funds. According to our terms and conditions, clause 7.4 and 7.5, we have the right to request documents and, if verification was failed, confiscate the user's potential winnings. When passing verification, you must ensure the authenticity of the documents and compliance with all requirements.
Thus, having received significant evidence of failure to pass verification, we can return you only your deposit, after successful confirmation of the payment method (Skrill).
Dear Michal, all the details of the issue will be sent to you by email. Thank you for your collaboration.
Best regards,
BetOnRed Team.
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3 months ago
Thank you for all the provided information and evidence, BetOnRed Team.
Dear hainnes1995,
After a careful review of the information and evidence provided by the casino, I regret to inform you that I am unable to proceed with your complaint. Regrettably, you did not pass the verification process for legitimate reasons, and the casino team's actions were according to its established rules as was communicated to you previously. As a result, we must decline this complaint.
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, and we will try our best to help.
Best regards,
Michal
Casino Guru
