The player from British Columbia had been attempting to withdraw their winnings since December 20th, but the request was stalled in the "performing checks" stage of the process. The agents indicated that the issue was complicated and required more time for investigation, with no resolution after over 72 hours. After several communications with the casino regarding document verification and the rejection of his bank statement, the issue was ultimately resolved. The Complaints Team confirmed the resolution and marked the complaint as closed, offering further assistance if needed in the future.
BetOnRed Casino - Player's withdrawal is delayed.
Amount: Can$4,500
BetOnRed Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
I have been trying to make a withdrawal of my winnings since Dec 20th (it is now Dec 23rd) Its been stuck on the "preforming checks" aspect of their 'withdrawal process'. the agents all tell me that "your issue is quite complicated and requires much more time to investigate." and that they have to do "another check" and that the "department responsible is looking into it" I understand sometimes these things can take time, but over 72 hours? I want something done about this.
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4 months ago
Hello BetOnIt,
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 if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 months ago
yes my account is verified, Im not sure for how long but at least several months or more. This is my first attempt at withdrawing money though.
Winnings are earned through real money that I deposited.
I spoke to the Casino live agents today. Ive been inquiring almost every day about it
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3 months ago
Dear BetOnIt,
As previously mentioned, the withdrawal and verification process can take up to 14 days. Could you kindly provide an update on the status of the verification since your last post?
Thank you in advance for your assistance.
Best regards,
Nick
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3 months ago
Dear BetOnIt,
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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3 months ago
They asked me to upload my bank statement to the website for verification, but it was rejected today due to "BS with deposits from Interac" and I have no idea what that means as my bank statement clearly shows interact transfers to Gigadat the provider that is used to transfer money between my account and Betonred. They are refusing to approve my documents and they take over a week to respond to my emails.
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3 months ago
Updated; they require my bank statement to have an email attached to it showing deposits from the email, but thats not how bank statements work, it wouldnt be an interact transfer from my email, it would be an E-transfer to Gigadant who then sends the money to Betonred and They should know this as it would appear on their transaction side.
I have provided the bank statement, an offical legal document from my bank, to betonred, and I just emailed them showing all the matching transactions, this is all the information I can provide to them from my side as my bank wont be able to give me anything else to show and verify the payments made. no other site has ever given me this much trouble about this. I have also attached images for them showing my bank account is indeed linked to my email
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3 months ago
Dear BetOnIt,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
