BetOnRed Casino - Player's withdrawal repeatedly gets cancelled.

i registered in betonred casino, deposited money via VISA card. i managed to win 3000 euros. i wanted to withdraw money and was asked for verification. i went through this an i am verified. since then i tried many times to withdraw my winnings via bank transfer, but it keeps canceling. support agents sometime say that its because fixipay is not working, sometimes they say that SWIFT is not working. its totally nonsense, of course SWIFT is working. i talked to support agents many times, after all they told me that financial department will decide what to do and 2 days later they sent me mail and told me that as an alternative i had to try bank transfer. is it joke or something? they had issues with bank transfer and told me that alternative for bank transfer i had to use bank transfer.

then they told me that i must have withdrawal option exactly the same what i used for deposit. i used VISA card for deposit but there is no VISA card option for withdrawal option.

there is no response from them. i am still waiting.

Dear Mace31000522,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal request currently still pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

hello.

1. no, they dont tell me what problem or issue they have. they just say, and its quote "mayebe there is some specific issue". when i ask to tell me more details they dont respond.
2. yes, i am now trying to withdraw money via crypto. i am still waiting, its in "pending" process.
3. i have no screens 🙁 never thought ill need it.

thats our last chat with support. could you not to publish it openly for every one? i dont lose hope that they will finally withdraw my money. for this moment this screen is for you.

The communication on the screenshots is not legible.

Could you please post the screenshots in better quality here or to my email at tomas@casino.guru

I apologize for the inconvenience.

Thank you very much, Mace31000522, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Mace31000522,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetOnRed Casino representative to join this conversation.

Dear BetOnRed Casino,

Could you please clarify, what can be done to speed up the withdrawal process?

Thank you in advance,

Mirka

Hi there, Mace31000522,

Thank you for bringing this to our attention, we sincerely apologize for any inconvenience you had.

From the system we see that you have already withdrawn your winnings of 3000 EUR on March 2nd, the withdrawals were processed and paid.

If you have any other question, please let us know.

Best regards,

BetOnRed Team.

Dear Mace31000522,

Could you please confirm, you have received your withdrawal?

Hello, yes is received my money but it was a hellish experience. There was so many cancelations there

Dear Mace31000522,

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,

Mirka

Casino.Guru