BetOnRed Casino - Player believes that their withdrawal has been delayed.

Summary of the Issue:

I am filing this complaint because Betonred Casino has denied my withdrawal of €1873 in real money winnings, citing insufficient proof of deposit. The casino is demanding specific "wallet account" information (name, recipient's name, transaction ID, time, date) for a cryptocurrency deposit that is impossible to provide due to the non-custodial nature of my wallet and the intermediary service used. This creates an unfair situation where legitimate winnings cannot be accessed.

2. Detailed Chronology of Events:

I made a total of three deposits to my Betonred account.

On my third deposit, I claimed the welcome bonus package.

Crucially, I subsequently won €1873 using real money funds, which remained entirely separate from the bonus money. The bonus funds were not played.

Following these winnings, I initiated a withdrawal request for the €1873.

As part of the verification process, I successfully completed a live verification session, and shortly thereafter, I received an email from Betonred confirming that my account was "successfully verified."

Despite this, I then received a subsequent email from the casino specifically requesting "proof of deposit dated 2025-05-27 07:38:17 for the amount of 191.77 EUR. It must contain your name, transaction amount, recipient's name, transaction ID, time and date."

I responded to this request by explaining my deposit method:

My deposit originated from a self-custody wallet (Enkrypt), which is a browser extension for a hardware wallet.

I clarified that, by design, self-custody wallets do not have "accounts" that store or display personal identifying information (such as my name, address, registered email, or a user ID) within their interface. Therefore, the specific screenshot information they requested from a "wallet account" is impossible to provide.

I further explained that I used EasyBit.com as an intermediary service to facilitate this deposit. This was necessary because I held Ethereum (ETH), but Betonred's site only provided Dogecoin (DOGE) as a deposit option. I sent the ETH from my Enkrypt wallet to EasyBit for conversion, and EasyBit then forwarded the DOGE to Betonred.

To support my explanation and assist with verification, I uploaded a single document (a collage) containing:

A screenshot detailing the EasyBit transaction.

A selfie for identity verification.

A copy of my passport.

Proof of my email address.

Despite providing this comprehensive information, Betonred Casino has stated that it is "not good enough" and continues to deny my withdrawal.

3. The Core Problem and Argument for Unfairness:

This situation presents a significant and unfair challenge to legitimate players using cryptocurrency:

Impossible Demands: The casino is demanding proof of deposit in a format that is inherently impossible for a non-custodial wallet. A self-custody wallet does not have a "wallet account" with personal details displayed in its interface like a bank statement or a centralized exchange account.

Dear ageruptorild,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear ageruptorild, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Is this the only obstacle standing between you and your winnings?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

No i have not made a sucsesfull withdrawal as of yet.

I belivie so yes this is the only thing standing in my way to recive my money.

I have sent you my communication with the casino.

I also recived an email from an adress called CasinoGuru@consultant.com is this safe`?

Dear ageruptorild, the email is not from us. That is a scam, and you should not respond to it, click any links, or provide any personal or financial information.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yea it felt funny even tho the email was pretty well constructed, strange that they find my email.....

Dear ageruptorild, have you been able to explain the situation to the casino or find any alternative solution?

I have been trying but they wont budge here is what i wrote them:

Hello,

I understand you require verification of my crypto wallet account for my recent deposit.

I want to clarify that my deposit originated from a self-custody wallet. Unlike accounts on centralized exchanges, hardware wallets operate by allowing direct interaction with the blockchain. As such, they do not store or display personal identifying information such as a name, address, registered email, or user ID within their interface. The specific information you've requested is not available for this type of wallet.

I also want to clarify that I used EasyBit.com to facilitate this deposit. This was necessary because I held Ethereum (ETH), and your site only provided Dogecoin (DOGE) as a deposit option. I sent the ETH from my Enkrypt wallet to EasyBit for conversion, and EasyBit then forwarded the DOGE to your site.  

To assist with your verification process, I have now uploaded a single document (a collage) containing the following:

A screenshot detailing the EasyBit transaction.

A selfie for identity verification.

A copy of my passport.

Proof of my email address.

____

This they declined and answerd me:

Hello Torild,

We wanted to reach out regarding your request.

Our team kindly ask you to upload a screenshot of the transaction, of the transfer, for instance, it can reflect your wallet address.

If you have any further questions or require assistance, please do not hesitate to reach out to our customer support team.

Best regards,

Freddie

Casino Support Team

_____

So i sent them a pdf of the doge transaction wich they also declined.

here is what they wrote:

Hello, Torild!

Your document has not been approved. Reason: "The deposit confirmation does not contain your name, transaction amount, recipient's name, transaction ID, time, or date."

Please try again.

If you need more information, please contact customer support via email.

The BetOnRed Team.

_________________

This is not acceptable, if i send from an exchange they say bonus abuse since exchange uses the same hot wallet address so probably someone else have made a deposit from that exchange.

So i use my own wallet and by the nature of crypto there is no way to attach a name to a decentralized wallet.

So basically They can request this proof of deposit any time which they know is not possible to send them and withhold any winnings. Must be a good business model.

HOW IS THIS EVEN LEAGAL, THEY ACCEPT DEPOSIT WITH CRYPTO. THESE SCAMMERS SHOULD BE HELD ACCOUNTABLE.

Thank you very much, ageruptorild, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ageruptorild,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a BetOnRed Casino representative to join this conversation and participate in resolving this complaint.

Dear BetOnRed Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear ageruptorild,

The provided proof of deposit is acceptable; however, since Easybit has been used as the crypto exchange service, we require additional documentation to verify account ownership. Specifically, please provide proof of ownership of your Easybit account, including a visible account holder name, registered email address, and a list of transactions. This information is not present in the documentation submitted thus far and is necessary for verification purposes.

Best regards,

BetOnRed Casino

Dear ageruptorild,

Could you please follow the casino's instructions and let me know once you provide them with the requested documents?

I'll be awaiting your reply.

Answer me this: The proof of deposit was accepted and If the transaction was not initiated by me how is it possible that i find this transaction on the blockchain when there is litteraly millions of transactions happening every day.

There is no way to generate such a picture that you want - Easybit only enforces KYC when you hit a certain threshold or your transactions are suspicuis. I made this transaction without an account on Easybit wich seems to be the normal thing to do if you dont do massive volumes.

Dear BetOnRed Casino,

As the Player used the hardware wallet and Easybit to fund the casino account, he won't be able to provide such a screenshot or proof of ownership as he hasn't created an account there.

Could you comment on this?

I'll be awaiting your reply.

Dear ageruptorild,

In this case, we kindly ask you to provide a screenshot from your EasyBit Order History.

Additionally, we have sent you a questionnaire regarding your Source of Wealth. Once completed, please return it to us, and we will forward it to our dedicated verification team for further review.

In line with our AML (Anti-Money Laundering) policy, we also require a bank statement showing all transactions for the past three months (March, April, and May).

Should you have any further questions or require assistance, please do not hesitate to contact us.

Thank you for your cooperation and understanding.

Best regards,

BetOnRed Casino

Dear ageruptorild,

Could you please follow the casino's instructions and let me know once you provide them with the requested documents?

I'll be awaiting your reply.

I have sent them 3 months bankstatment and a questionary for AML.

How can i send them easybit order history? I dont have an account on that site... I have just used them to change from eth to DOGE.

As i said eariler how can i find the transaction on the blockchain if it was not initiated by me? There a millions of transactions on it every day

BetOnRed Casino,

Easybit is a service that does not require registration, and therefore, the player has no history of such transactions. Could you provide us with the hash of the transaction? Maybe we could try to backtrack the original crypto address from which it was sent.

Dear ageruptorild,

Which crypto and crypto address did you use to fund the Easybit? You can paste it here, and I will hide it from the public.

I'll be awaiting your reply.

I have sent them everything they have not responded back, been 5 days now.

Hello, ageruptorild!

We would like to inform you that your submitted bank statement and the completed Source of Wealth questionnaire have been successfully accepted.

With regard to the cryptocurrency transaction, as you do not hold an account with Easybit, we kindly request the following:

• Transaction history from Enkrypt

• Proof of ownership of the cryptocurrency wallet used to deposit funds to the Easybit exchange.

You may upload the required documents directly via your verification page. Once received, our team will review them as promptly as possible.

Thank you for your continued cooperation.

Best regards,

BetOnRed Casino

Dear BetOnRed Casino,

Hardware wallet does not come with KYC, and therefore, it is impossible to prove the ownership of the wallet. We believe that the information that the player has provided should be sufficient to pass the verification, and she should be paid in full.

I hope we can come to a mutual agreement.

I'll be awaiting your reply.

Dear ageruptorild,

We would like to inform you that your documentation has been accepted, and the withdrawal of your balance is now available.

If you have any further questions or need assistance, please don’t hesitate to contact us.

Best regards,

BetOnRed Casino

Dear BetOnRed Casino,

We appreciate your cooperation.

Dear ageruptorild,

Did you manage to withdraw the funds from the casino?

I'll be awaiting your reply.

Hello,

Iam not able to witdraw please see attached printscreen.

Dear BetOnRed Casino,

Could you please explain why the player is unable to withdraw the funds?

I'll be awaiting your reply.

Hello!

We apologize for the delay. The issue appears to have been of a technical nature and should now be resolved.

Dear ageruptorild,

Could you please try making a new withdrawal attempt? If the error persists, kindly let us know so we can investigate further.

Thank you for your patience and understanding.

Best regards,

BetOnRed Casino

still the same cannot withdraw

Dear ageruptorild,

Apologies for the inconvenience. Kindly try again, as we believe the issue should now be resolved.

If the problem persists, please try logging into your casino account using Google Chrome. We also recommend clearing your cookies and cache, then restarting your device.

Thank you for your patience, and please don't hesitate to let us know if the issue continues.

Kind regards,

BetOnRed Casino

Dear ageruptorild,

Did you manage to request a withdrawal?

I'll be awaiting your reply.

Dear ageruptorild,

Please let me know once you receive the first payment.

I'll be awaiting your reply.

they are canceling my first withdrawal because im not withdrawing my entire amount! But i cant withdraw full amount because of limitations from the site!

Dear BetOnRed Casino,

Could you please help the player with their withdrawal? This is not an issue of cookies and a wrong internet browser. Thank you very much in advance for looking into the issue.

I'll be awaiting your reply.

I cant withdraw entire amount, they say i need to withdraw entire amount in one mail and in one mail not.

And please note I DID NOT cancel any withdrawals whatsoever i have no intention keeping any money on this site.

Dear ageruptorild,

Could you please let us know whether you have received the first payment? Please let me know once you request additional withdrawal.

I'll be awaiting your reply.

I have recived the 1st payment.

2nd now pending.

Thank you casino.guru

Money has been recived in full.

I advise everybody to never play on this casino site

Dear ageruptorild,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru