The player from Greece had been using Bet On Red casino normally for months. After winning over €5000 and requesting a withdrawal on 24/6, the request was canceled due to a KYC verification requirement. Despite submitting all necessary documents, the player faced delays attributed to a heavy workload. We attempted to assist and requested additional information from the player, but due to a lack of response, the complaint was rejected.
BetOnRed Casino - Player’s €5000 withdrawal is delayed due to KYC.
Amount: €7,000
BetOnRed Casino
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Good evening, I have had an account with Bet On Red since 24/2/2024. All these months, I have been using the casino normally, both for deposits and withdrawals. On 24/6, I won over €5000 and requested a withdrawal, which was canceled due to a KYC verification requirement. I have submitted all the necessary legal documents to verify my identity. More than 24 hours have passed, and support keeps reassuring me, stating that there is a heavy workload. I am very suspicious and believe they are delaying in order to find ways to avoid paying out my funds. I am looking forward to your advice.
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5 months ago
Dear Dion24,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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5 months ago
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I have sent all the requested documents, such as the two sides of my card, my latest account statement as well as the confirmation from the bank that the account is legally used by me
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5 months ago
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I need your help urgently people are making fun of me to my face
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5 months ago
As mentioned in my previous message, the verification process might take several working days. It is important to remain patient and follow the instructions provided by the KYC team. Have you received any updates regarding your verification? Have any of your documents been approved, or are you encountering any difficulties?
