The player from Spain was unable to access his account and retrieve the cashback amount of €141.53. He sought the money, not access to the account. The complaint was reviewed, and it was determined that since the player's account was blocked, he was not eligible for the cashback bonus due to the inability to meet wagering requirements. It was confirmed that the account balance was zero at the time of closure. The complaint was closed as no further assistance could be provided.
BetOnRed Casino - Player unable to access cashback amount.
Amount: €141
BetOnRed Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Translation
A cashback of €141.53 that is mine, but they won't let me access the account. I want the money, not access to the account.
Automatic translation:
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3 months ago
Dear albertorgpi10,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify why your account was blocked?
Have you received any email from the casino explaining why they decided to close your account? If you have, please forward me the email. My email address is veronika.l@casino.guru.
Could you kindly advise what types of games did you play? Were they slots, live casino games, or did you participate solely in sports betting?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
I don't know why my account was closed. That was what they told me. It was not a communication as such, but rather they communicated it to me via chat.
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3 months ago
From the chat screenshots you sent me, the live agent advised you to contact email support to receive more information regarding the reason your account was closed. Have you sent any email as suggested? If your account was closed due to a breach of terms and conditions, I'm afraid you won't be eligible for any cashback.
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3 months ago
Translation
I didn't communicate with anyone. I didn't break anything
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3 months ago
I apologize, but as your account has been blocked by the casino, you are not eligible for a cashback bonus. Cashbacks usually come with wagering requirements, which you would be unable to meet as you no longer have access to your account for playing. If there were no real money in your account when it was closed, we cannot provide any assistance. Therefore, can you please let us know what the balance in your account was when the casino blocked you?
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3 months ago
Translation
0. It is a Cashback. My account is blocked but they keep sending me advertising
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3 months ago
Thank you for your response. As I mentioned earlier, since your account is blocked, you are not eligible to receive a cashback bonus. It's important to note that promotional emails are often sent to all registered email addresses in the casino. If you wish to unsubscribe, you can do so in the email footer or report the advertisements as spam.
Since the amount in your account was zero at the time of the closure, we are unable to assist you. This complaint will now be closed. Thank you for your understanding, and we apologize for not being able to help you any further. Please feel free to reach out if you encounter any issues with this or any other casino in the future.
