BetOnRed Casino - Player's winnings were confiscated.

BetOnRedCasino denied payment of an amount worth €8,700 unlocked from a bonus won through a slots tournament. After more than a week of waiting for withdrawals I was told that the winnings had been voided because of a "technical incompleteness" on their part. They left €200 in my account saying it was the right prize for the tournament, but the tournament didn't have prizes of that value, the last place prize was worth €2500. I would like to pay the amount since I followed all the rules of the tournament and just played nothing else. I would also like to know what this "technical incompleteness" is that they are talking about, because they didn't explain to me what was wrong. Now they have paid me only 200 euros and there left to pay 8500 euros

Dear jonnh5,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the exact link to the tournament you participated in? I saw the screenshot but I was unable to find it on the casino website as the tournament already ended.

Could you kindly forward me the explanation from the casino regarding the technical error of the tournament? Please include all the relevant communication as well as other evidence that could help us in the investigation. My email address is veronika.l@casino.guru.

Could you please advise how you received the €10.000 bonus? Was this the initial amount you won from the tournament?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Email sent thank you for your fast reply.

Could you please advise if you had to deposit in order to participate in the tournament? If yes, how much money did you deposit?

approx 2850 euros

The money was returned to my account I am now trying to withdraw

I'm glad to hear that. Could you please advise what the current status of your withdrawal request is? How much money did you request for withdrawal?

I have a limit of 2000 euros per day and I have made a total of 5000 of withdraws on my first one it has passed more than 72 hours and still pending nothing asked by them I was just told yesterday to wait

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you. 

15 days have passed still nothing

Thank you for the information. Have you been in contact with the casino customer support in the meantime? Is your withdrawal request still pending?

Dear jonnh5,

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.

It's solved thank you for your help.

Dear jonnh5,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru