The player from Italy faced issues with her account, which had been blocked after she submitted inaccurate information on a gambling test. She had been waiting a month for the unblocking and had been promised a cashback of 60 euros, which was now missing. Despite multiple attempts to contact support, she had not received her cashback or any alternative compensation. The Complaints Team clarified that the casino was not obligated to provide the cashback due to the account suspension and had decided to close the complaint, citing the casino's discretion regarding bonuses.
BetOnRed Casino - Player's account has been closed and cashback is missing.
Closed
Our verdict
Unjustified complaint
Amount: €60
BetOnRed Casino
Safety Index 8.2 HighCase summary
Discussion
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1 year ago
Translation
I've been playing here for a long time, I often ask my manager for help to continue playing.
Last month I didn't find my manager but a new girl who, when I asked for help after depositing and losing 1500 euros, asked me to fill out the gambling test completely in English. Since I'm not a native English speaker, I entered some data at random, the lady decided to have my account blocked.
An unlucky day!
There were just a few hours left until the 60 euro cash back was released....
I waited a month to be unblocked, an operator told me that the cashback would be returned to my account and that I should not worry.
A few days ago they unblocked me, but those 60 euros have disappeared into thin air.
I don't think it's fair, it was a percentage of my deposits.
So a figure that belongs to me.
I wrote to the department via email, I wrote to the managers, I wrote to the support but nobody wants to give me my cash back, I proposed to give me some free spins in exchange, but this request was not accepted either.
I think I have invested a lot of money on this platform and I would put much more than those mysterious 60 euros. Please redeem me.
Thank you
Automatic translation:
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1 year ago
Dear LIKA,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Please understand that a bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply, especially when your account was blocked as a result of the test before you even claimed the bonus. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.
I apologize for not being able to provide more assistance in resolving this case. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
Thank you for your understanding.
Natalia
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1 year ago
TranslationGood morning Natalia, thank you for your reply.
I dispute this Cash back because despite the blocked account the other two weekly and monthly cashback remained available and I was able to redeem them.
Since an operator confirmed to me that everything would go back to normal and I managed to get these cashbacks, I wonder why the most important cashback based on my deposits and withdrawals was not credited back to me.
I ask again if it is possible to resolve.
Cashback was triggered on day 14, account blocked on day 13.
The other cashbacks were credited and made available upon unlocking but this one has disappeared.
I ask for further help and verification thanks
Automatic translation:
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1 year ago
Thank you for your reply, LIKA. I understand your frustration, but unfortunately, we cannot penalize the casino if they didn't give you the cashback bonus after your account was suspended because of the results of your gambling test, and we do not investigate the reasons behind these decisions. Casinos are allowed to exclude players from bonuses at any time and for whatever reason.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
