The player from Germany is facing multiple withdrawal issues totaling €1180. His €800 payout was returned to his casino balance due to alleged incorrect withdrawal details, while his €80 payout remains unaddressed. After a €200 payout, his account was deactivated without his consent, and he seeks clarity on the closure and his payouts.
BetOnRed Casino - Player’s withdrawals are delayed and account is closed.
Amount: €1,080
BetOnRed Casino
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Opened
Current status
Waiting for player to reply
0d 15h 6m 38s
Case summary
6 days ago
Public
Public
3 weeks ago
Translation
Hello dear Casino Guru Team,
In my case it's about me waiting for several payouts: once 800€, once 200€ and once 80€.
The €800 was once again added to the casino balance because my withdrawal details were apparently incorrect. I checked everything and it worked.
I haven't heard anything more about the €80 and after the last payout of €200 my account was deactivated and I was accused of having requested account closure, which I didn't do. I was told in an email that my account was being reviewed and that the decision had been made based on my communication history but I don't know what the reason could be.
I would just like to receive my money totaling 1180€ after that the story is over for me with the casino
Best regards
Luke
Automatic translation:
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3 weeks ago
Dear Tower,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOnRed Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you requested records of your previous communication from the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you completed the account verification of your account?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Dear Tower,
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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1 week ago
Translation
Hello and sorry for my late reply, I was hoping to be able to sort it out on my own.
I have to correct 2 things, it's about 1080 euros in total (800€, 200€, 80€ all individual payments that I have not received)
And in your summary you understood that €200 was paid out, which unfortunately is not the case. I am still waiting for each and every one.
Now they are claiming that the money cannot be transferred to my bank account and I am being asked to provide a different bank account, which I do not have; I only have one bank account.
Automatic translation:
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6 days ago
Thanks for your reply.
Is the bank account a regular basic bank account provided by your bank? (not a savings account or a similar product)
Has the casino offered any alternative payment methods, such as e-wallets, for you to withdraw your winnings?
If the issue persists, please share with me your recent communication with casino support discussing the issue. I apologize for the inconvenience.
My email is tomas@casino.guru
I'll await your reply.
Tower has 0d 15h 6m 38s to reply
