The player from Italy had faced an issue regarding the withdrawal of 500 euros. Despite approval, and more than two weeks of delay, she hadn't received the money due to alleged technical issues. The player had had a history of withdrawal attempts and her winnings had been accumulated without an active bonus. Her chosen method for withdrawal had been through Post Office Account Manager. After communicating with the casino representative, it was found that the initial withdrawal request had been cancelled and returned to her casino account. A new withdrawal had been made and approved. The player had confirmed the resolution of her issue and expressed gratitude. The complaint had then been marked as 'resolved'.
BetOnRed Casino - Player's withdrawal has been delayed.
Amount: €500
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
5 months ago
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Good morning, I'm Gasca G******* on April 19th I made a withdrawal of 500 euros and payment was approved and I still haven't received my money, it tells me that there are technical problems but 16 days have passed and I haven't received my withdrawal I think I don't want to make the bank transfer, I will send you all my documentation here,
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Dear gascageorgica,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
- To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings?
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Thank you very much, gascageorgica, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.
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5 months ago
Dear gascageorgica,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite BetOnRed Casino representative to join this conversation.
Dear BetOnRed Casino, could you please provide more information about this case?
Looking forward to your reply.
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5 months ago
Dear all,
Upon checking, I see that there are no pending withdrawals currently. The withdrawal request dated April 19 was canceled and returned to your casino account. A new withdrawal was made on May 7 and was approved on May 8.
If you have any further questions or need assistance, please let me know.
Best regards,
BetOnRed Team
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5 months ago
Thank you, gascageorgica, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
