The player from Greece had won 100 euros from his deposit at an online casino. When he had tried to withdraw his winnings, his requests had been cancelled twice without any explanation. Despite numerous attempts to get clarification, the casino had remained unresponsive. After the player had lodged a complaint, we had engaged with him and extended the complaint resolution timer. Shortly after, the player had reported that his issue was resolved and the casino had credited his winnings. We then marked the complaint as 'resolved'.
BetOnRed Casino - Player’s withdrawal has been cancelled twice without explanation.
Amount: €100
BetOnRed Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
This particular company, despite my easy and swift depositing of money twice, with a minimum deposit of 20 euros, awards you bonuses and seemingly free spins, which presuppose a turnover of 35 times. Somehow, I managed to win up to a total of 100 euros. So I requested a withdrawal, and they asked for account verification, which was fine. The withdrawal was pending on the app profile for two days, and then I received an email stating the withdrawal was canceled, without any explanation given. I sent an email hoping to get some answers, but they didn't respond. I spoke to the chat support, and they told me they didn't know the reason, suggesting I try again and that I would receive a response within 3 hours. I tried again, and about 5 hours later I received the same email, stating that the withdrawal was canceled again. I've sent another email asking for the reason for this, but once more I have yet to receive a response!
Automatic translation:
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1 month ago
Hello kanellosfarfaras,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you try to use a different payment method to try to withdraw the balance? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Dear kanellosfarfaras,
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 month ago
Translation
I had replied but for some reason my reply was not uploaded. After contacting guru kazino, the betting company answered me immediately and the money was credited. Thanks
Automatic translation:
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1 month ago
Dear kanellosfarfaras,
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,
Casino.Guru
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