The player from Italy was unable to withdraw his winnings due to repeated document verification failures, with the casino stating that the submitted documents were not sufficient. The player reported difficulties in submitting the required documents and expressed urgency regarding his nearly €2000 withdrawal. The issue was resolved after the player successfully received authorization for the withdrawal. The Complaints Team marked the complaint as 'resolved' in their system upon receiving confirmation from the player.
BetOnRed Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,800
BetOnRed Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
I can't withdraw money, they ask me for documents for verification but no matter what I send they tell me it's not good enough
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9 months ago
Dear Antoniodemarinis,
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.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and 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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9 months ago
Translation
Good morning I am desperate please help me I have to withdraw almost € 2000 and I have sent all the possible documents only they tell me they are not good. Unfortunately now I can not upload all the documents I sent them I do not know if it is a problem with the phone. Do you have an alternative on which I can send them to you?
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9 months ago
Translation
Please help me it's urgent here it doesn't let me send attachments I'm desperate
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8 months ago
Thank you very much for your reply, Antoniodemarinis. 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
Dear Antoniodemarinis,
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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8 months ago
Translation
Listen I solved it they authorized the withdrawal thanks
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8 months ago
Dear Antoniodemarinis,
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,
Kristina
Casino.Guru
