The player from Switzerland had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved as the player confirmed finding a solution independently. We marked the complaint as 'resolved' in our system.
BetOnRed Casino - Withdrawal of player's winnings has been delayed.
Amount: 34,000 CHF
BetOnRed Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Hi there,
i play in this Casino since July 2024. This casino claims, that withdrawals get processed within 24 hours. This was true. Deposits and withdrawals to my bank account always went very smooth (within 24 hours).
But last friday, 09.08.2024 i hit a big win. When i tried to withdrawal some of the money, the canceled it and wanted documents for the verification. So I have sent them everything they need. My profile was verified within hours. So I started new withdrawals beginning on 11.08.2024. Due to withdrawal limitations i cannot withdrawal all my money. So every day i have to start some additional withdrawals. Since 11.08.24 every withdrawal is pending. I know it's not a long time. But i am used to get my money very fast in this casino. Specially when the claim they process it within 24 hours. I had contact with support agents, but they cannot really help. They told me i have to wait. Same via email.
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2 months ago
Dear Time72,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Dear Time72,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
