The player from Germany filed a complaint against Betonred for having invested over €24,000 in the game 'Legacy of Dead' with minimal returns and an unexplained deduction of €6,000 from his account. Despite multiple inquiries, Betonred refused to review his gaming history without specific bet details, leading the player to seek a fair solution and potential compensation. After reviewing the player's communication with the casino, it was determined that the inherent variance of casino games, as well as the lack of evidence for technical issues, made it challenging to pursue the case further. Consequently, the complaint was closed, with an invitation to reopen it if new evidence arose.
BetOnRed Casino - Player's funds have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €24,500
BetOnRed Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Ladies and Gentlemen
I would like to file a complaint against the online casino Betonred, which operates under a license from Curaçao.
I invested over €24,000 in the game "Legacy of Dead" within a short period of time – with bets between €5 and €50 per spin. During this period, I received almost no winnings, free spins, or cashbacks, which is statistically and technically extremely unusual, as most games have a payout rate of at least 95%.
Furthermore, one evening, an amount of €6,000 was inexplicably deducted from my gaming account without me having placed any corresponding bets or lost any winnings. Betonred has so far refused to fully review my gaming history, claiming I cannot name a specific game round or bet number. However, this is not possible for me, as the loss occurred over a period of time and multiple game rounds.
I have contacted Betonred several times to clarify the incident, but without a satisfactory response or solution. The casino demands that I provide evidence in the form of video recordings or exact bet numbers, even though such demands are unrealistic for players.
I therefore request that you review this case and require Betonred to investigate the entire game history, offer a fair solution and, if appropriate, refund the lost amount or provide appropriate compensation.
Thank you for your support.
Best regards
Afredit B*******
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BetOnRed Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Do you have an access to your account, please?
- Have you accumulated your winnings with the help of bonus?
- Did you successfully passed the KYC verification process, please?
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.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationHello Katarina,
Thank you for your feedback.
– Yes, I currently still have access to my BetOnRed account, but the deposit is blocked.
– The €24,000 I lost were not bonus winnings, but regular winnings that I had made with normal bets.
– I have successfully completed the KYC process.
The money stayed in my gaming account for about a month because I couldn't withdraw it yet. After that, I started playing again (game name: Legacy of Dead, stakes between €5 and €50), but the game quickly consumed over €24,000 without any refunds, free spins, or major winnings.
This is statistically extremely striking to me, since according to the provider the RTP rate should be over 95%.
I have contacted casino support several times, but for days I have only received standard replies or no response at all.
I hope Casino.Guru can help me resolve this issue.
Thank you in advance!
Automatic translation:
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8 months ago
Hello,
Thank you for your reply.
However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
Regarding the loss of your funds from your account, could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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8 months ago
TranslationI have sent the requested information by email."
Automatic translation:
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7 months ago
Hello,
After a thorough review of your communication with the casino, I must advise that pursuing your case at this time presents significant challenges. I understand and sympathize with your losses. However, as the casino's communication clarifies, a 95% RTP (Return to Player) does not guarantee a return of 95 cents for every dollar wagered. Casino games involve inherent variance; extended periods without winnings are possible, as are winning streaks. I recommend reviewing the article on casino games I previously shared, which further explains this.
Regarding your concerns about potential game malfunctions, a formal investigation would require supporting evidence, preferably a video recording demonstrating the technical issue. As you mentioned that you do not possess such evidence, substantiating technical difficulties in this instance will be exceedingly difficult.
I regret that I cannot offer a more favorable assessment.
Therefore, I will close this complaint. Should you obtain new evidence in the future, you are welcome to request a reopening of the complaint, and I will gladly re-evaluate the situation.
In the meantime, I wish you all the best.
Katarina
