The player from Germany had made two deposits to BetOnRed on December 13th, 2024, but the amounts were not credited to her casino account despite leaving her bank account. She expressed frustration over the continuous delays and lack of resolution from support. After persistent communication and providing necessary documentation, the casino eventually credited the funds manually to her account. The issue was resolved, and she confirmed her satisfaction with the outcome.
BetOnRed Casino - Player's deposit has been delayed.
Amount: €400
BetOnRed Casino
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
On December 13th, 2024, I made two deposits that still aren't credited to my account.
The amounts have been withdrawn from my bank account, and they say they can't do anything for me.
Every day I contact BetOnRed, and every day they tell me to wait, wait, wait.
I am so angry and want my money back.
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3 months ago
Dear cosiwiegand,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
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My bank isn't helping me. They can only try to transfer the money back and that costs 30 euros per transfer. And whether they'll be successful isn't certain. And I'm not going to take the risk of paying 60 euros for it if it's not even certain.
from the payment provider otherwise I can't find any contact details and BetOnRed doesn't give me any contact details either. So I'm really desperate
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3 months ago
Dear cosiwiegand,
Thanks for your reply.
Could you please share your communication with the casino regarding the issue with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
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2 months ago
Thanks for the provided information.
Was the casino able to fix their provider issues and was your deposit credited since your last post?
Please let me know.
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2 months ago
Thank you very much, cosiwiegand, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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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2 months ago
Hello there,
Thank you cosiwiegand for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BetOnRed Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.
Thank you!
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2 months ago
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Thank you, I really hope so. Today is 4 weeks and I still don't have my money even though I had to send my bank statements
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2 months ago
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I sent bank statements. My account number is there and my name is often there. I have no other way of sending it. But the casino is still not satisfied with that. I'm really so angry.
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2 months ago
Hello!
Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.
To help you further with the investigation, could you please provide us with the requested bank statement in PDF format?
We are looking forward to hearing from you.
BetOnRed Casino
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2 months ago
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I have already sent you the bank statements several times! By PDF!!!
I always get my bank statement a month later. They have the complete December bank statement and from January they also have a PDF file with account incoming and outgoing payments using the account number!
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2 months ago
Dear cosiwiegand,
Thank you for responding.
We can confirm that you have sent statements as PDF files but the last one was a screenshot of the PDF, could you please send us the original PDF document?
We are looking forward to hearing from you.
Best Regards,
BetOnRed Casino
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2 months ago
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That's not correct, they are all PDF files!!!!
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2 months ago
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Check your emails properly before you say you only have photo
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2 months ago
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I'm really fed up with it now. I've been waiting almost 5 weeks for 2 deposits.
They have all the data they need and they have my bank statements with my name and everything on them and even private incoming and outgoing payments that are none of their business
yet they refuse to give me my money
what else do you want
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2 months ago
Hello!
Thank you for being so patient.
We can confirm that few hours ago our team has credited the funds manually to the account.
Thank you for your understanding and patience. Let us know if you have any further questions.
Best Regards,
BetOnRed Casino
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2 months ago
Thank you for the update BetOnRed Casino representative.
Dear cosiwiegand, let us know if this resolves your issue or if you require any further assistance. Thank you!
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2 months ago
Dear cosiwiegand,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,
Peter
