BetOnRed Casino - Player’s account is closed with pending verification.

Hello, i betonred closed my account and they want to do skype verification, but they says they cant do it with me.... why they ask me and not pay me if they cant do the skype verification with me? I didnt got email from them since november 12

Dear Drakkor,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOnRed Casino.

It seems your Skype verification was delayed because not enough staff is available to perform it.

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? 
• Did the casino justify its actions citing any rules?
• 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 the help of a 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

I was a player like 1.5 years

I didnt used ny account but when i deposited i saw im limited so i did the 1x wager and I wanted to withdraw they blocked me like 3 months ago

No they did not, they dont even answer to my emails

Sport and slots

No, I did not used any bonus

Dear Drakkor,

• Was a new date for the video verification set?
• Was the casino able to assist you with the issue since your last reply?

Hello, there was no new date, they said they cant get my an agent and since then they dont answer to my emails

Thank you very much, Drakkor, for providing the necessary information. 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.

Hello Drakkor,

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,  

While I understand that the verification call is typically handled by a specific team member, and I recognize that their availability may be constrained. However, given the considerable time that has elapsed since your last communication with the player, could you please inform me of the next available appointment?

They dont give me any calls, they dont answer any of my emails

Dear Drakkor,

We sincerely apologize for the delay in addressing your concerns and appreciate your patience during this time.

We want to assure you that our team is actively working on your case to ensure it is resolved as swiftly and fairly as possible. As part of our verification process, we will soon reach out to you to schedule a call verification to finalize the necessary steps.

Thank you for your understanding and cooperation. If you have any additional questions in the meantime, please feel free to contact us.

Best Regards,

BetOnRed Casino

Its been not solved in 3 months and you still didnt replied to my emails....

Dear Drakkor,

We are grateful for your patience.

Kindly be informed upon the following paragraph from our terms and conditions:

The Casino reserves the right to close your account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at the Company's absolute discretion and without any obligation to state a reason or give prior notice.

Your account will be closed per administrative decision. Please withdraw the funds from your balance.

Best Regards,

BetOnRed Casino

Okay, waiting for the refund

Dear all,

Thank you for your cooperation regarding this matter.

We are writing to confirm that the player's withdrawal has been successfully processed from our side.

Should you have any additional questions or require further clarification, please don’t hesitate to contact us.

Best Regards,

BetOnRed Casino

Dear Drakkor,

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.

I got my money, thank you

Dear Drakkor,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Michal  

Casino.Guru