The player from Germany had been trying to withdraw bonus winnings since April 7, 2025, but all attempts were rejected despite his provision of the requested documents and verification of his account. On April 21, 2025, he received an email stating that his account had been closed due to alleged fraudulent activity, which he refuted by proving his income sources. The player's lack of response to the Complaints Team's inquiries led to the closure of the complaint. The team remained available for further assistance if the player chose to reopen the complaint in the future.
BetOnRed Casino - Player's account has been closed due to false claims.
Closed
Our verdict
Player stopped responding
Amount: €500
BetOnRed Casino
Safety Index:HighCase summary
Discussion
Public
Public
12 months ago
Translation
Since April 7, 2025, I have been trying unsuccessfully to withdraw my bonus winnings. I have provided all requested documents for account verification, and I have been repeatedly confirmed that my account has been fully verified. However, all withdrawal attempts have continued to be rejected, with varying reasons given. I have disclosed all questions regarding my sources of income and answered truthfully. I have also verified all information by providing all bank statements. On April 21, 2025, I received an email stating that my account had been closed due to fraudulent activity. I have nothing to reproach myself for, as I was able to prove beyond a doubt that the deposit originated from my salary payment.
Automatic translation:
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12 months ago
Dear bugster80,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOnRed Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please explain how much was your winnings deposit? Have you deposited in the casino in the past?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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11 months ago
Dear bugster80,
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.
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11 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
