BetOnRed Casino - Player was denied promised cashbacks.

Ich habe mehrere Einzahlungen gemacht.

Gemäß ihren AGB steht mir ein Cashback zu. Auf keine meiner Einzahlungen habe ich jedoch einen solchen erhalten.

Gestern habe ich auf "Jetzt einzahlen" im Cashback-Bereich geklickt und 100 Euro eingezahlt, die ich anschließend verloren habe. Daher sollte ich heute einen Cashback von 5% erhalten.

Nach einem Gespräch mit dem Kundensupport wurde mir mitgeteilt, dass mir dieser aufgrund lokaler Vorschriften nicht zusteht. Als ich nachfragte, welche Vorschriften dies seien, da das Casino in Deutschland nicht reguliert ist, wurde mir einfach einen schönen Abend gewünscht. Es geht hier nicht um die Summe, sondern darum, dass dieses Casino die Leute offenbar betrügt

Hello ilia1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever claim any bonus in the casino before? Did the casino forward any terms which states that you are not eligible for the cashback? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Guten Abend ,

mein Konto is verifiziert in soweit das ich nach Registrierung meine Email verifiziert habe und mehrere Einzahlungen machen konnte .

Ich habe deren Rakeback automatisch erhalten der nach deren Berechnung einige Euro Cent betraegt.

Das Casino hat keine Bedingungen uebermittelt , sondern nur mitgeteilt das mit keine zusteht wegen lokaler Regelungen.

Ich habe mit denen gesprochen anbei mein Gespraech :

Hey there, I'm ERA!

I'm a ChatBot, not a real human 

How may we help you?

ich: talk to agent

I will transfer you to one of our Support heroes now. Unfortunately, we are experiencing a big workload at the moment, so it might take a bit before we can proceed with your case. Please, bear with us, we will assist you as soon as one of our agents is free.

Meanwhile, please, provide more details for your question here If you have a screenshot, please, feel free to attach it as well. This will speed up the process significantlyYou have been transferred to: Jayden.

where is my cashback ?Hello,

My name is Jayden and I will be assisting you today. 

ich: great so , can you explain to me where my cashback is ?

and it would be good to understand how you calculate the rakeback

the terms are not very clear

on a loss of 100 euro i got a few cents in rakeback and more than 24 hours passed so on the 100 euro loss according to your daily cashback page I should have been credited 5 euro no ?

Let me have a look at your account real quick. 

ich: sure

Rakeback is determined by a percentage return on each of your wagers, which is contingent upon the theoretical advantage the house has over you. With every wager you place in the casino vertical, a portion of the bet is returned to you. This amount is equivalent to your level's rakeback percentage from the respective house edge.

Please note that the rakeback percentage varies based on your level.

and the house edge is determined by the RTP of the game ?The percentage of cashback is contingent upon the total amount of your deposit from the previous day, and it is derived from the total sum of your actual losses from that same day. If the sum of your deposit is less than the total of your real losses from the previous day, the cashback will be calculated based on your deposit sum. The percentage of cashback is directly proportional to the sum deposited during the previous day.

ich: well I lost 100 euro , deposit to reach 20-500 means that I would have to get 5% today

which is 5 euro

I will have a detailed look

please hold on.

ich: this is confusing ...are you saying I have to deposit another 100 today so that my 100 from yesterday counts towards cashback calculations ?

my real losses from yesterday are 100 and my total dep for yesterday is 100 ...actually if you look at my previous deposits no cashback was issued there either ...

and if it has and I didnt log in to claim within 24h then I would be very surprised that your casino has not mailed me to the extent that my money is burned

Will need some more time for this one.

Thank you for your patience.

ich: ok

Ilia, I had a detailed look and as I see the cashback bonus is not available on your account.

As for the rakeback, the credited amounts are correct based on your level.

ich : why is not available ?

where and when was I informed about the cashback not being available to me after I pressed deposit now on the daily cashback page ?

I did what was offered , behaved in the manner described on your site and now I have to waste my time in discussions instead of doing something else to find out that I have been cheated out of the due cashback , that is a very poor experience for such a casino !

Please understand that these restrictions are beyond our control, and they are often in place to comply with local regulations and legal requirements. We understand that this news may be disappointing, and we sincerely apologize for any inconvenience this may cause.

ich: what regulations ?

you are curacao licensed , work in my Geo illegally , you are processing via some garbage payment system showing up on my bank details as nonsense and you have the nerve to talk to me about regulations ?

ok amigo , this is what is going to happen ....

1. I will put in the effort and leave complaints on all the affiliate sites I find your casino and will describe in detail the shitty service you are providing and also will explain how you scam people .

2. I will initiate chargebacks on all my funds which I have deposited in good faith from Germany where you have no jurisdiction your T&C doesn't apply and we both know that these chargebacks will be refunded.

Damit hat das Gespraech geaendet .

Gruss

Ilia

Hello ilia1,

Are you entirely sure that your account is fully verified as based on the casino's terms you are not just not eligible for bonuses but not even deposit or play there: https://betonred.com/terms

Trotz meiner IP und meine Anschrift , haben die mich als Finnischen Spieler eingetragen....

Wenn ich kein Anrecht auf Boni und oder Einzahlungen haben ...dann werde ich mich freuen mein Geld zuruwck zu bekommen im vollen Umfang . Fakt ist nunmal das die mich abgerechnet haben und meine Karte mehrmal verwendet wurde und ich habe demnach auch deren Leistungen in Anspruch genommen . Soll ich einen Scrennshot meine Einzahlungen schicken ?

Boni habe ich auch bekommen , die Aussage das diese mir nicht zustehen trifft also nicht zu .

Hello ilia1,

How is it possible that you have registered as a Finish player? Did you use VPN? Didn't you fill out your details manually within your casino account?

Nein , ich habe Deutschland eingegeben und das Casino hat es selbst geaendert .

Meine Anschrift ist korrekt angegeben im Profil , lediglich das Land wurde automatisch geaendert.

I would like to ask BetOnRed Casino to join us and help us resolve the player's issue.

Hello, dear player

We would like to bring to your attention that, based on our records, your profile was initially registered with Finland as the designated country of residence. Consequently, our responses were tailored accordingly for a Finnish player.

We want to assure you that, as a company, we neither manually nor automatically alter players' registered countries after the initial registration process.

Should you have any inquiries or require further clarification, please do not hesitate to reach out to us. We are here to assist you.

Best regards,

BetOnRed Casino Team

Dear BetOnRed,

Is there any log which would prove that the player registered from Finland (or chose it as country or residence)? If yes, please forward it to nikolas.b@casino.guru.

Hello, dear Nick

Kindly check the proof we've sent you to your email.

Best regards,

BetOnRed Casino Team

Hello ilia1,

We have received information that you did register as from Finland and the casino can't change or alter it so you had to chose it during the registration. Also I would like to point out that bonuses are a good-will of the casino and it is completely up to them whether they give it to a player or not.

Dear ilia1,

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 not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.