BetOnRed Casino - Player struggles to close his account.

I am trying to close my account in this Casino and others owned by the company but they are not responding to my emails, and the chat does not help. Could you assist me in canceling my account? This is one of the worst casinos I have played at.

Dear Caniggia2021, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

I have checked the Terms and Conditions of BetOnRed Casino, and this is what I found:

10. Closing the account

10.1.  User may close User account by contacting Us via support@betonred.com. The Company shall return to You any and all funds from User Account. The method of repayment will be chosen at absolute discretion of BetOnRed.

10.2. In order to ensure anti-fraud measures, prevention of laundering proceeds of crime, and financing of terrorism and abuse on the part of the User, BetOnRed reserves the right to verify the User’s identity in the process of closing the User’s account. It means that BetOnRed is entitled to request up-to-date documents from the Users, conduct an interview (Skype call or Zoom call) with a User, request confirmation of the source of funds or/and a high-resolution and visible photo of a user’s selfie with his/her up-to-date documents near his/her face, even though the User has passed identity verification in the past.

10.3.  BetOnRed reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at BetOnRed's absolute discretion and without any obligation to state a reason or give prior notice.

10.4. You understand that by participating in the Games you take the risk of losing funds deposited into your account.

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards

Veronika

Hello, I have already sent an email to them but they do not respond, I will forward it to you, I want the company account to be deleted from all their casinos

Thanks I was able to delete the account from this terrible casino. I do not recommend this company

Dear Caniggia2021,

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

Veronika

Casino.Guru