The player from Germany had tried to withdraw €160 from BetOnRed via Revolut, but the request had been denied without any explanation. Further attempts to withdraw via JetonCash had also failed, with an error message about multiple registered accounts that the casino's customer service couldn't resolve. The player's account had been verified and no alternative withdrawal method had been offered. The casino had later clarified that the withdrawal via bank transfer was cancelled because the IBAN must have matched the country registered on the gaming account. Withdrawals via Jeton had been cancelled because no deposits had been made with this method. The casino had suggested using a German IBAN for withdrawal. The complaint had eventually been rejected due to lack of further response from the player.
BetOnRed Casino - Player's withdrawal attempt is repeatedly denied.
Amount: €160
BetOnRed Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Good day,
Currently, I have submitted a request for the payout of 160.77€ at betonred. I requested the payout via Revolut, through which I also deposited 70€.
The payout was declined within a few hours without any explanation.
Then I inquired about it in the chat, and I was informed that it's not a German account, even though it's under my name and verified. Ignoring that, I gave it a try through JetonCash. It was also declined without a reason. When asked in chat, I was suggested to erase the browser data and try again because the user wasn't recognized. I did as said, but it didn't work and now it shows an error that I have too many accounts registered. When I asked in chat again, it was said that the error was fixed. However, the error message still appears. When I made another inquiry in the chat, there was no response.
Dear t99472znz9,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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,
Petronela
Many thanks for the answer.
No, I was not offered an alternative method.
My account is verified
Thank you very much, t99472znz9, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello t99472znz9,
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.
We would like to invite BetOnRed Casino to join the conversation.
Dear BetOnRed Casino,
Could you please furnish details on why the player is encountering difficulties in withdrawing their winnings?
If the information can't be shared publicly, please send it to me at michal.k@casino.guru
Hi, dear t99472znz9,
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
Your withdrawal made with bank transfer was cancelled because the IBAN must match the country that was registered in the gaming account, so you should use the German bank account to withdraw.
Withdrawals made with Jeton were canceled as you did not make any deposits with this method. Winnings must also be received with the deposit made with Jeton.
If you have any other question, don't hesitate to contact us.
Best regards,
BetOnRed Team.
Good day,
But I only have this bank account, which is what I wrote. So do I have to make a deposit via Jeton to receive my payout? What other alternative is there?
Hi, dear t99472znz9,
could you tell us please if you have any credit cards from your country (Germany) associated with a German IBAN? You can use this IBAN to withdraw via bank transfer.
Best regards,
BetOnRed Casino.
Dear t99472znz9,
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.
Dear t99472znz9,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.
Best regards,
Michal
Casino Guru
