The player from Italy faced issues withdrawing his winnings from Betonred due to repeated document verification requests despite having previously submitted verifications. He also reported that a previous withdrawal of €800 had been sent to an incorrect account he accidentally entered, and the casino required proof of deposit from that account, which he could not provide. After several communications and resubmissions of documents, the casino finally began processing his withdrawals. The complaint was marked as resolved after the player confirmed he had started receiving payouts.
BetOnRed Casino - Player's withdrawal is delayed due to account issues.
Resolved
Our verdict
Case closed
Amount: €36,223
BetOnRed Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Hi, I'm Roberto,
Username on betonred: ****
I have a problem with betonred that does not pay me because it continues to ask for document verifications after having verified and accepted them...
After providing endless documents, as soon as I tried to withdraw, they refused my withdrawal.
The problem is that in a previous withdrawal, by mistake through the automatic filling of the smartphone, I entered an account number that was not mine, and betonred proceeded to the payment of €800 without warning me of the error, causing me to lose that amount.
Now they are blocking my withdrawal of other winnings because they are asking me for the receipt of deposit from the wrong account that I had entered, and this is impossible because I did not use that account to deposit because it is not my account!!! I ask for your help to solve this problem.....I am sending a screenshot of the document verification section of the betonred site with a positive result....thanks
Edited by a Casino Guru admin
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10 months ago
Dear Robyser,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with BetOnRed Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Could you please specify what payment methods you use for making deposits?
- Can you please explain when your mobile autofilled the number, was it a random number or was it another bank account number pre-saved in your browser?
- When did you realize that you entered the wrong number for the withdrawal? Why haven't you cancelled the withdrawal request before it was processed by the casino?
- Have you informed the casino about that mistake?
- Did you accumulate your winnings with or without an active bonus?
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,
Natalia
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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10 months ago
TranslationTo make deposits I used google pay wallet which is linked to my bank.
My smartphone automatically entered the wrong account number because it was another bank account number pre-saved in my browser.
I didn't realize I had entered the wrong account number.
By the time I realized this, the payment had already been made.
But I understand that I made this mistake, so I am not asking to recover that sum of €800.
Yes I informed the casino via email and it seems they understood.
In fact they asked me for the latest DoP (proof of deposit) dated 05/23/2025 which I will be able to get from my bank next Tuesday.
Because banks are not working on weekends and Monday is an Italian national holiday (Republic Day)
So I will be able to provide this document on Tuesday when the banks open.
So I hope that apart from this last document they don't ask me for other documents that I have already provided.
My winnings are all from real money deposits and not bonuses.
Thank you.
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10 months ago
TranslationHi, I sent the last document requested by betonred and the response was:
The document was not approved. Reason:
"No official confirmation from the financial institution.". Please try again.
The documents were all provided by my bank with all the ID codes,
My name, beneficiary name, date, time, amount and everything they asked me, but despite this they do not allow me to withdraw the winnings.
Please help me.
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10 months ago
Thank you for your reply, Robyser. Can you please specify if another bank account number pre-saved in your browser belongs to you or any other person?
Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.
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10 months ago
TranslationNatalia I sent you everything by email...thanks
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10 months ago
TranslationAnd other documents I sent to please check them and help me
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10 months ago
Dear Robyser, has the casino informed you what format of documents they accept? It seems that you provided them with a printed-out document, however, it doesn't have any signatures or stamps from the issuing authority, so it's complicated to verify the validity of the document. Do you have access to your bank statement in your banking app or your online account on your bank's website? Can you download it in PDF format or specifically download a proof of deposit requested by the casino?
Can you please additionally specify to whom the pre-saved bank account number belongs if it's not yours? Does it mean that the money was sent to someone you know?
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10 months ago
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Today they sent me this email.....what does it mean? That from now on they will accept my withdrawal request? or not?
I still requested another withdrawal to try 🤞🤞🤞
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10 months ago
TranslationAs for the format of the documents, they accept both screenshots and photos, however regarding the printed document it is the only one that the bank provides without stamps or signatures since the ID code shows everything specifically regarding a specific transaction.
Furthermore, it is a document that cannot be downloaded from the bank's app or from the website, but only physically at the bank with the official.
As for the other account number I entered by mistake, the casino never mentioned it again because I explained everything to them, so I don't want to talk about it anymore.
Also there were no other withdrawal transactions since the entire amount is still in my account (apart from a few small bets I made)...
I'm just waiting for them to credit me with the first 1000 I just requested...
Usually you wait 24 hours.....let's hope
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10 months ago
TranslationThey finally started paying.....THANK YOU FOR EVERYTHING😘😘😘😘
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10 months ago
Dear Robyser, thank you for the updates. Can you please confirm that you have already received any successful payouts?
Please let us know if we can consider your complaint to be resolved and close it, or if you need any further assistance.
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10 months ago
TranslationYes they have started to pay....you can consider it solved
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10 months ago
Dear Robyser,
We are glad to hear that the casino has started to pay. 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,
Natalia
Casino.Guru
