The player from Germany faced issues with the casino refusing to pay out his balance after a higher payout request. Despite having submitted multiple documents for verification, the process remained stalled, with rejections occurring without clear justification. After several weeks of communication and document resubmissions, the casino eventually processed the payouts. The issue was marked as resolved by the Complaints Team, confirming that the player's winnings had been paid out.
BetOnRed Casino - Player’s payout is delayed due to verification issues.
Amount: €4,000
BetOnRed Casino
Safety Index:HighSafety Index
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8.6
BetOnRed Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
The provider refuses to pay out my balance. After months of smooth processing, I requested a slightly higher payout a week ago. This was/is refused and justified with "verification measures". The verification was simply revoked. After multiple contacts with support and various departments and the submission of various different documents (proof of assets, bank details, etc.), documents were either requested again or rejected without reason.
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1 month ago
Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better assist you, could you please clarify the following:
- Have you completed the full KYC verification process with this casino before?
- What documents did you submit for verification, and when did you send the last one? Were you able to confirm that all the necessary documents were sent on time and in the correct format?
- Have any of your documents been approved so far?
- Did the casino provide any explanation regarding why some of your documents were not accepted, and did they suggest what changes need to be made for them to be considered acceptable?
- What types of games did you play on the casino platform?
I hope we can help resolve this issue as soon as possible. Thank you in advance for your response.
Best regards,
Veronika
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1 month ago
Translation
The full KYC verification process was completed months ago. The repeated request for a wide variety of documents is probably closely related to the withdrawal request. In addition, communication takes place via several departments, which repeatedly request the same documents in different orders.
The casino does not give a clear reason for rejecting documents. If an incorrect format was used as an excuse for rejection and I complied with this request, I was then asked for a new document (e.g. proof of inheritance). (I have never received an inheritance in my life).
It's about sports betting.
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1 month ago
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Good day,
BetonRed continues to refuse payment without reason after further submission of requested documents (format and content as requested).
Thank you for your support!
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1 month ago
Could you please specify which additional documents the casino is requesting from you?
When was the last time you submitted these documents for verification?
If possible, please forward me the documents along with all the relevant communication between you and the casino regarding this issue at veronika.f@casino.guru. Thank you for your cooperation.
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1 month ago
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The verification has now been carried out by BetonRed Casino. The current problem is that the requested payouts are not being carried out by the operator.
Thank you for your support.
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4 weeks ago
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Now the verification of Betonred Casino has been revoked again without reason and with a request for documents.
Thank you for your support.
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4 weeks ago
Thank you for your emails. Please understand that it is standard procedure for a casino to request documentation serving as proof of your source of funds/source of wealth during verification. This is to ensure that the money you use for gambling lawfully belongs to you, in compliance with anti-money laundering policies.
Could you please confirm if you are able to provide the casino with the requested documentation?
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3 weeks ago
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After further checks, the payments are currently being made again.
Thank you for your support.
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2 weeks ago
Thank you for keeping me updated. Have you received any of your winnings yet? How many pending withdrawal requests are currently in your account? If possible, please send me a screenshot of your transaction history.
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1 week ago
Dear Karl83,
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.
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1 week ago
Translation
As already mentioned, the casino made the payouts after several weeks.
Thank you for your support!
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1 week ago
Dear Karl83,
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,
Veronika Fritz
Casino.Guru
