The player from Spain had been trying to withdraw funds from his Betonred account for two months but faced repeated document rejections despite providing unedited, original documentation. He felt deceived as the casino did not accept his valid documents, leading him to believe they did not intend to pay him. The Complaints Team intervened by facilitating communication between the player and the casino, ultimately leading to the verification of the player's documents. As a result, his withdrawal request was processed, and the player confirmed receipt of his funds. The complaint was marked as resolved.
BetOnRed Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €717
BetOnRed Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I've been trying to withdraw the money I have in my Betonred account for two months.
I've sent them the requested documentation: bank statement, invoices, ID... and they've rejected it. The excuse they give me is that the documents aren't valid and that I should send them unedited.
All the documentation I've sent you is legal and unedited. They're originals downloaded from the bank's app.
I've sent you a video of my bank account to prove that the amounts on my bank statement and invoices are not edited and that the account is in my name.
They don't accept the documents because they don't want to pay me and I feel DECEIVED.
I don't recommend anyone opening an account with Betonred if they don't want to lose their money.
Betonred is SCAMMING me and has kept my money.
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8 months ago
Dear 11Juanjo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that the casino hasn't approved any of your documents?
- Have you provided all the required documents in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
Dear Cristina.
Thank you and CASINO GURU for letting me post my complaint. I feel helpless and no one is helping me resolve my problem.
Last night I wrote to Betonred again via chat to ask for an explanation as to why they won't accept my documents, even though they are original documents, downloaded from my bank's app, in PDF format, and of course they are NOT edited, and each time they come up with a different excuse. Last night they told me that the documents were very old. It's incredible that they're telling me that because the documents were downloaded yesterday.
I also ask them via chat why they don't watch the videos I've emailed them to prove that all the documentation I've sent them is accurate, and they only reply that they don't have access to those videos, that only those responsible for verifying the accounts can see them.
Thank you again and I hope you can help me solve my problem because I feel cheated by Betonred.
All the best.
Juanjo.
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8 months ago
Thank you very much for your reply, 11Juanjo. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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8 months ago
Translation
Hello Cristina.
I just sent you an email with all the documentation I sent to BETONRED.
Once again I thank you and Casino Guru for helping me.
All the best.
Juanjo.
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8 months ago
Thank you very much, 11Juanjo, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.
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8 months ago
Dear 11Juanjo, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.
Dear BetOnRed Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm what documents have already been verified. Why has the bank statement been rejected?
I look forward to hearing from you. If you have any supporting evidence, please send it to my email at [email protected].
Kind regards,
Natalia
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8 months ago
Hello!
The user's ID and payment details have been successfully verified. However, we are still awaiting the submission of two additional documents: a valid Source of Funds and a recent Utility Bill.
We have reviewed the bank statements that were submitted. Unfortunately, they have been rejected due to the following reasons: one of the statements was not provided in PDF format and it appears to be edited. The other did not display the user's full name. As part of the Source of Funds verification, we require an official, unedited bank statement covering the last three months, clearly showing the user's full name.
We recommend that the user log in to their online banking account and download the required statement directly in PDF format to ensure compliance.
Additional information has also been sent via email. Please review it at your earliest convenience.
Best regards,
BetOnRed Casino
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8 months ago
Translation
Dear Natalia.
BETONRED's response is completely false.
All the documents I submitted are in PDF format. No documents have been edited, and I've sent you a video so you can see that the documents are original and downloaded from my bank account.
It is also false that my full name does not appear on the documents I have sent more than ten times.
Natalia, you can verify everything I'm telling you because I sent Cristina an email, attaching the utility bill, the bank statement for the last three months, and a video, so you can see that BETONRED is lying.
And it's also a lie that I haven't sent you the documentation proving the source of my funds. I sent you my last three pay stubs. And in the video I sent you twice, you can see that my pay stubs are also original and unedited.
Natalia, I can send you any documentation you need to the email address you provide so you can see that everything BETONRED has written here is a lie.
Thanks to you and Casino Guru for helping me.
All the best.
Juanjo.
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8 months ago
Dear 11Juanjo, can you please specify a few things so that I understand the situation correctly?
- Do you have a shared bank account with someone? I'm referring to the Titular field on your bank statement.
- The invoice document named DOC-20250325-WA0024_.pdf - was it your deposit to the casino? Do you know why the Titular field only has your name, unlike the bank statement?
- Would it be possible for you to make a screen recording of how you download the bank statement from your bank account and open it? It would be very helpful for us. You can sent it to my email at [email protected]
- Can you please also specify why your banking app has your name as Juanjo and not the full version of your name? Is it a normal practice at your bank?
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8 months ago
Translation
Dear Natalia, I'm going to give you answers to all the questions you've asked me.
Regarding the first question, I have two shared bank accounts with my wife at my bank, and I am the owner of both accounts.
The invoice document DOC-20250325-WA0024_.pdf is an invoice in my name that I downloaded from my bank's application because BETONRED requested it.
The bank statement shows my name and my wife's name because we are both account holders of that bank account.
On invoices, there is usually only one person's name, which is the person who contracts the service.
Regarding the recording you requested, I just sent it to the email address you provided.
And as for your last question, Juanjo is the diminutive of my name (Juan José). I use Juanjo because it's like an alias I have on the account to differentiate it from the other account I have with my wife.
Natalia, I hope all your doubts have been clarified, but if you have any further questions or need more documentation, you can ask me.
Greetings and thank you very much.
Juanjo.
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8 months ago
Dear 11Juanjo, thank you very much for your responses and for the email.
Dear BetOnRed Casino, I have received the screen recording from the player, in which he logs into his banking app and downloads the bank statement. The process looks genuine and the bank statement format is the same like the player shared with us. I'd like to ask you to review this video too, as it may help verify the authenticity of the provided documents.
11Juanjo, can you please send the same recording to the casino support as well as the bank statement you generated while recording your screen?
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8 months ago
Translation
Dear Natalia, thank you very much for your response and your help.
I just sent the same video I emailed to you and a bank statement to casino support so they can verify that all the documentation is legal and unedited, verify my account, and withdraw my money.
All the best.
Juanjo.
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8 months ago
Dear 11Juanjo,
Thank you for submitting the video. We have reviewed the material, and we are pleased to inform you that your withdrawal has been processed today.
Please be advised that it may take up to five banking days for the funds to be credited to your account.
Kind regards,
BetOnRed Casino
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7 months ago
Thank you for the updates, BetOnRed Casino.
Dear 11Juanjo, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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7 months ago
Translation
Dear Natalia.
I have received the withdrawal from betonred.
Thank you so much to you and Casino Guru for the help you've given me. The work you do as mediators is fantastic.
Thank you, thank you, thank you.
Juanjo.
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7 months ago
Dear 11Juanjo,
I'm glad to hear that your issue has been resolved. Thank you for the kind words! I'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,
Natalia
Casino.Guru
