BetOnRed Casino - Player’s withdrawal request is delayed.

I made withdrawal on 29.9.2024. and until not withdrawal was not processed.It's stuck on pending and I can' even t cancelled withdrawal.

I contacted support multiple times and they told me to wait and wait.And then they like make ticket for my case ,but not any proggress.

My withdrawal is not paid for more than a month.

Dear apumazu7,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. I’d like to ask a few questions to understand your situation better and determine how we can assist.

1. Could you specify which types of games you played to accumulate your most recent winnings? For example, were they slots, live casino games, or sports bets?
2. Did you accumulate your winnings with or without an active bonus?
3. Have you received any explanation from customer support regarding the delay in processing your withdrawal?
4. From the screenshot you provided, it appears you have made successful withdrawals from this casino in the past. Could you please confirm if this is correct?

Your responses will help us proceed with your case. Thank you for your cooperation, and I hope we can assist you in resolving this matter promptly.

Best regards

Veronika

Could you specify which types of games you played to accumulate your most recent winnings? For example, were they slots, live casino games, or sports bets? Sport betting and blackjack.

Did you accumulate your winnings with or without an active bonus? Without bonus.

Have you received any explanation from customer support regarding the delay in processing your withdrawal? They just told me to wait. Which is ridicolous becouse I've been waiting over one month.

From the screenshot you provided, it appears you have made successful withdrawals from this casino in the past. Could you please confirm if this is correct? Yes

Thank you for the quick reply. Could you please confirm if you successfully passed the full KYC verification in this casino?

Dear apumazu7,

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.

yes

Thank you very much, apumazu7, 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 apumazu7,

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 matter.

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

Dear all,

Thank you for bringing this matter to our attention. We sincerely appreciate your patience as we work to address it.

We would like to inform you that we have sent you an email on 12/11/2024 requesting additional information and documents necessary to verify your account. Specifically, we have asked for:

• Proof of origin of funds (e.g., salary statement, proof of business ownership, property sale, inheritance payment, or divorce settlement) covering the last six months.
• Transaction proof for crypto deposits, such as a bank or e-wallet statement, showing transactions made to the crypto wallet used for deposits in our casino.

We kindly ask that you review our email and provide the requested details at your earliest convenience to help us expedite the verification process. Should you have any questions or require assistance with the process, please don’t hesitate to reach out.

We appreciate your understanding and are committed to resolving this matter promptly.

Best Regards,

BetOnRed Casino

You send me on 12.11.2024 mail that you disabled my account. After more than a month of my withdrawal not being paid you send me mail that you disabled my account.Ridiciolus casino.

Dear apumazu7,

Thanks for your reply.

We apologize for any misunderstanding caused by our previous communication. Upon further review, we can confirm that your account was closed due to activities that violated our Terms and Conditions, as outlined in the email sent to you earlier.

This decision was made at the sole discretion of the Company following the detection of actions deemed fraudulent, as defined in our anti-fraud policy. Examples of such activities include, but are not limited to:

Delaying game rounds in any game, including free spins and bonus features, to a later time when there are no wagering requirements.

Leaving large bets on the table (e.g., in blackjack) and returning to the game after completing bonus wagering.

Playing games with bonus funds to build in-game value, losing the bonus funds, and subsequently cashing out the built-up value during real-money play.

Using strategies that exploit software bugs or failures.

As a result, your winnings have been confiscated in accordance with our terms, which are designed to ensure a fair and transparent gaming environment for all our players.

We understand that this situation may be disappointing, but we must adhere to our policies and maintain the integrity of our platform. The Company also reserves the right to notify applicable regulatory bodies of any identified fraudulent actions.

If you have further questions or require clarification regarding this matter, please feel free to contact us.

Best Regards,

BetOnRed Casino

I haven’t done anythis of this. I didn’t use any casino bonus.

Dear BetOnRed Casino,

Please forward the evidence supporting the breaches of terms the player is accused of to me at michal.k@casino.guru

Hello!

Thank you for the reply.

After a comprehensive review, we confirm that the account was closed in line with our Terms and Conditions due to a violation involving duplicate accounts. This breach of our rules, which were agreed to upon registration, necessitated the confiscation of associated winnings.

As requested, we have provided evidence of this violation to the email address shared with us in the previous reply.

We appreciate your understanding and remain committed to ensuring a fair and transparent gaming environment for all. If there are further questions or concerns, please feel free to reach out.

Best Regards,

BetOnRed Casino

What are you talking,what duplicate account? I have only one account on Betonred

Dear BetOnRed Casino,

Thank you for your email. I have responded back with some additional questions.

Dear apumazu7,  

Do any of your family members or friends hold an account at BetOnRed Casino? If they do, have they participated in the same games as you during a comparable timeframe?  

Furthermore, I kindly request that you send me all the documentation you have submitted to the casino for the KYC process for an independent review at michal.k@casino.guru.

Nobody in my family don’t have account on this casino

Dear Michal,

We have provided the requested information, could you pleas check?

Let us know if you have any further questions.

Best Regards,

BetOnRed Casino

Dear apumazu7,

Please send me all the documentation you have submitted to the casino for the KYC process for an independent review at michal.k@casino.guru

Dear apumazu7,

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.

I’ve completed ID verification

Dear apumazu7,

I'm not sure I fully understand your last response. Do you mean the verification has been done and your account has been reopened?

Dear apumazu7,

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.

No,you asked me what documents I’ve send for KYC to casino. I completed ID verifcation with my passport and fave scan

Dear apumazu7,  

As indicated by the casino team, your account has been closed due to a violation related to duplicate accounts. To evaluate the validity of this claim, I respectfully request that you provide all documentation you submitted to the casino for the KYC process for an independent review at michal.k@casino.guru.  

Without these documents, I might not be able to pursue your complaint further.

Dear apumazu7,

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.

Unfortunately, the player has stopped responding to our messages and questions, specifically concerning the requested documentation. Consequently, we are unable to proceed with our investigation or offer further assistance and have no choice but to reject this complaint.

The player can reopen this complaint at any time