BetOnRed Casino - Player's withdrawal is delayed.

GOOD EVENING

I deposited 20 euros into this casino and started playing. After a while,

I began to win and at a certain point after making 100-100 plays of 1/2/5 euros a spin, I ended up with over 800+ euros. I had not completed the registration, so I finished everything and so forth.. Now, since the 19th, my withdrawal is pending (only excuses and 'wait now we will see') According to them, the system needs to verify the transaction, but to me it seems like a farce.

Dear giuseppeedmonton,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support and what was it about?

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

passed full KYC verification -- yes --

You have accumulated your winnings with or without active bonus ----with and without ---

the last time you communicated with customer support and what it was about ----- every day ----

obviously or deleted my email and phone number for privacy.

Let's see what comes out of it, it all seems like a real joke on the player's part..

veronika good evening,

Sorry to ask but what can you really say? what is really happening? don't want to pay? or am I short of funds? or do they want to find 1 excuse not to pay?

we all know that nowadays it takes 10 seconds to make a bank transfer?

Good evening ? sorry for the message what should I do? and what do you recommend..

Thank you very much, giuseppeedmonton, 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 giuseppeedmonton,

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 provide details on why the player's withdrawal has not been processed yet, despite a considerable amount of time having passed? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

I'm happy with everything - I never expected something like this

Dear all,

Thank you for contacting us and we look forward to resolving any issues in the best possible way.

The transaction is currently being processed by the payment provider. For technical reasons, the transaction will take a little longer to process. The user has been notified by email and we will keep updating with all necessary information.

Best regards,

BetOnRed Team

Dear BetOnRed Casino,

Thank you for your response. Can you please provide more information on what technical reasons hinder the processing of the withdrawal? Additionally, can you please provide a timeframe for when the withdrawal will be successfully processed to the player?

Dear all,

The reason was a technical issue on the payment provider's side. Funds back to the casino account, the user has been informed via email to re-request withdrawal via the bank option.

Best regards,

BetOnRed Team

first thing ?

second - the withdrawal method is PostePay with the iban used by me for all payments including cryptocurrencies and more from all over the world..

ALREADY SENT TO THE CASINO A COPY OF THIS PostePay for withdrawal..?

what happens now like before? or this time it goes in amount?

thank you 100000

Dear giuseppeedmonton,

Looks like you have finally received the winnings. Can you please confirm that?

I confirm myself thanks to you and everyone

I was thinking at least 100 free spins from the casino? or even 200? seems like the least to me..

Dear giuseppeedmonton,

I'm glad you have finally received your winnings. I fully understand that your user experience with the situation is far from ideal, however, this was not really caused by the casino. There were some technical issues on the payment provider side, and sadly, the casino team could not really influence this much. BetOn Red is an international casino, so the variety and accessibility of payment methods are not managed exclusively by the casino, and they have to use 3rd party payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence on this. So although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed because of some unexpected issues, and this is not always in the "casino's hands."

I trust you will agree with me that the main thing is that you have received your winnings now.

Dear BetOnRed Team,

While I comprehend that the payment provider's technical issue was beyond your control, is it possible to extend a goodwill gesture to the player in the form of a one-time bonus, such as free spins, to compensate for the inconvenience caused?

Dear all,

We have issued 60 Free Spins for the user as a good gesture, good luck!

Best regards,

BetOnRed Team

Thank you for your response and your goodwill offer, BetOnRed Team.

Dear giuseppeedmonton,

I believe the goodwill offer from the BetOnRed Team is adequate to settle the situation. Can we consider this as a reasonable resolution of your complaint?

everything is fine for now

Dear giuseppeedmonton,

Thank you for the confirmation.

As the complainant confirmed, we consider this complaint to have been successfully settled/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru