BetOnRed Casino - Player's withdrawal is delayed due to document issues.

El casino BetOnRed me solicitó múltiples documentos para la verificación de mi cuenta, los cuales fueron correctamente enviados y verificados. Posteriormente para complicar el proceso de retiro me solicitaron una prueba de origen de fondos, para lo cual envié las boletas de pago como trabajador dependiente de los últimos 3 meses tal como me lo solicitaron en 2 ocasiones; sin embargo estos documentos fueron rechazados en 2 oportunidades al igual que los estados de cuenta bancario, según menciona la casa de apuestas por no cumplir con sus "criterios". Los documentos compartidos son de carácter legal en mi país y son prueba suficiente de fondos (ingresos) como trabajador dependiente, pero la casa de apuestas no está conforme con esto y solicita documentos que no se ajustan a la realidad laboral de mi país. Por lo cual solicito la aceptación de mis documentos basado en mi buena voluntad para colaborar con el proceso de verificación, demostrado en los múltiples documentos legales y confidenciales compartidos con el casino, ya que no sería justo que me denieguen el retiro de mis fondos solo porque mis documentos no se ajustan a sus "criterios" poco flexibles y alejados de la realidad.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ilizarraga060292,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your source of income seems to be the only issue at the moment?
• Which documents, apart from those you mentioned in your message, have you provided so far, and have they all been approved?
• Has the casino indicated any specific issues with approving your documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hola

• ¿Entiendo correctamente que verificar su fuente de ingresos parece ser el único problema en este momento?

Sí, el casino no acepta las boletas de pago de mi empleador como comprobante de ingresos, no da más detalles y se limita a exigir otros documentos.

• ¿Qué documentos, aparte de los que mencionaste en tu mensaje, has proporcionado hasta ahora y han sido todos aprobados?

Adicionalmente me solicitaron documento de identidad (DNI), historial de depósitos de mi billetera crypto (Binance), comprobante de titularidad de mi billetera crypto (Binance) y comprobante de domicilio, todos estos fueron cargados en la web y aprobados satisfactoriamente.

• ¿El casino ha indicado algún problema específico con la aprobación de sus documentos?

El casino no acepta los documentos enviados (Boletas de pago) y solo se limita a responder el mensaje en automático:

"¡Hola! Para retirar y verificar su cuenta, cargue los siguientes documentos en su perfil:

un documento (o varios) que muestre el origen de los fondos utilizados para depositar en nuestro casino, por ejemplo, declaración de salario, prueba de propiedad comercial, venta de una propiedad, herencia o acuerdo de divorcio, etc. (para el período de junio a agosto)."

Saludos

Thank you very much for your reply, ilizarraga060292. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hola

Adjunto las capturas solicitadas de las comunicaciones por correo electronico

Saludos

Dear ilizarraga060292,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear ilizarraga060292,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetOnRed Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello ilizarraga060292,

Thank you for contacting us.

To proceed with your account verification, please provide a bank statement covering June, July, and August. The statement must clearly show your salary deposits for each month.

You can send us the document via email to support@betonred.com. When sending the email, please include "Casino Guru" in the subject line so it can reach us.

Once we receive the document, we can move forward with the verification process and proceed with your request.

Thank you for your cooperation.

Best regards,

BetOnRed Casino

Hola

Los documentos solicitados acaban de ser enviados al correo indicado con el asunto "Verificación - Casino Guru".

Quedo a la espera de su verificación.

Saludos

Hello ilizarraga060292,

Thank you for your response. To make the verification process smooth, please follow these steps carefully for uploading the required documents to your profile on the casino website:

What to upload:

Source of Funds (dated within the last 3 months): One or more proofs such as a salary statement, proof of business ownership, property sale documents, inheritance notice, divorce agreement, etc. Important: These must not be password-protected.

Bank Statement: A transaction sheet clearly showing how the salary (or funds) was deposited into your account, with these specific payments visible.

How to prepare the Pay Slips:

Simply open your pay slips, log in without a password if prompted, and print/save it as a PDF (using the print function). This ensures we can review it easily.

You should have already received our initial email outlining these requirements - please check your inbox (including spam) for reference. Once uploaded, we will review everything promptly.

Thank you for your cooperation!

Best regards,

BetOnRed Casino

Estimados Sres

Hace meses vienen repitiendo lo mismo, aquí algunas observaciones que les mencionaré nuevamente:

• No tengo acceso a mi cuenta hace meses, ya que desactivaron mi cuenta.
• Los documentos enviados por correo (recibos de pago y estados de cuenta) son los que me compartió mi empleador, no cuento con ningún otro documento, ya que en estos se observa claramente mi vínculo laboral y sustento de ingresos como empleado dependiente. Por colocar un ejemplo en los estados de cuenta bancarios compartidos se observa los pagos (remesa) realizados por mi empleador:

• Desde un principio les mencioné que sus exigencias documentarias no se ajustan a la realidad laboral en mi país, ya que en muchos casos el vinculo laboral solo es de palabra y no cuenta con respaldo legal, los pagos muchas veces se realizan en efectivo, por lo cual no existen documentos sustentatorios; sin embargo en mi caso he tenido los documentos suficientes para demostrar mi vinculo laboral y pagos de mi empleador sin ser suficientes para sus exigencias documentarias.

Solicito una reconsideración de los documentos enviados, ya que no cuento con otros documentos sustentarios y no considero que sean necesarios al demostrar mi vinculo laboral y fuente de ingresos.

Saludos

Dear ilizarraga060292,

We truly appreciate your cooperation and patience throughout this verification process.

Upon review, we noted that the bank statements are password-protected, which prevents our compliance team from fully assessing them in line with our security protocols. To proceed with your account verification, please resend the bank statements without any password protection. Once received, we will prioritize the review and update you promptly.

We appreciate your cooperation and patience throughout this verification process.

Best regards,

BetOnRed Casino

Hola

Se envió los estados de cuenta bancarios sin contraseña a solicitud del casino. Quedo a la espera de la verificación de mi cuenta.

Saludos

Hello ilizarraga060292,

Thank you for your patience as we complete your account verification. To proceed, we kindly require the following documents:

• Source of Wealth for June, July, and August. - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, a salary statement, proof of business ownership, the sale of a property, an inheritance payment, or a divorce settlement, etc.

• Bank statements clearly showing salary payments for the same period.

Once received, our team will review them promptly.

Best regards,

BetOnRed Casino

Dear ilizarraga060292,

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.

Hola

Realicé todos los esfuerzos necesarios para que el banco me facilite estados de cuenta mas detallados que puedan sustentar los ingresos que ya fueron sustentados con mis boletas de pago, ´pero que el casino insiste en que no es suficiente. El banco me ofreció una copia impresa de los estados de cuenta que estaré escaneando para terminar de una vez por todas con el proceso de verificación.

Solicito me indiquen a que medio puedo enviar dichas copias escaneadas.

Saludos

Dear ilizarraga060292,

We appreciate your cooperation in completing the verification process.

To proceed, please provide a clear photo of your physical bank statements for June, July, and August, ensuring the salary amounts are clearly visible on each. We are requesting a photo of the document, as a scan will not be approved. Additionally, we require payslips for July and August to match these months. The payslip from June was already provided.

You can send these documents via the email you received on March 11, or you can send them via this email support@betonred.com with "CasinoGuru" in the subject line, so we can find it easier. We will review them promptly upon receipt and provide an update as soon as possible.

We're here to help get your account fully verified as soon as possible.

Best regards,

BetOnRed Casino

Dear BetOnRed Casino,

thank you for your reply.

Dear ilizarraga060292,

as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (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. Please let us know whether the required paperwork was sent accordingly.

Hola

Envié nuevamente los documentos solicitados como comprobantes de origen de fondos:

1. Boletas de pago de Junio, Julio y Agosto 2025 (PDT Planilla Electrónica - PLAME)

2. EECC detallado por la entidad bancaria a solicitud de BetOnRed correspondiente a los meses de Junio, Julio y Agosto 2025. Los pagos corresponden a los conceptos de "HABERES - PURIF DEL NORTE".

Llevo meses colaborando continuamente con el proceso KYC sin éxito, ya que repetidas veces me han observado los comprobantes de origen de fondos sin especificar los motivos, logré probar con éxito ser propietario legítimo de mi cuenta con múltiples documentos solicitados a la fecha entre ellos:

1. Prueba de identidad (DNI Peruano) APROBADO

2. Prueba de Domicilio (Recibo de servicios) APROBADO

3. Prueba de Depósito (Historial Transacciones Binance) APROBADO

4. Prueba de Propiedad de billetera cripto (Perfil detallado de Binance) APROBADO

5. Prueba de fondos (Boletas de pago - PDT Planilla Electrónica) PENDIENTE DE APROBACIÓN

6. Estados de Cuenta Bancarios de ingresos. PENDIENTE DE APROBACIÓN

Si después de haber colaborado con todos estos documentos siguen dudando de la titularidad y legitimidad de mis fondos, solicito amablemente que se anulen todas mis apuestas y me permitan retirar solo los depósitos realizados a BetOnRed, por ser justo y necesario al pasar satisfactoriamente la prueba de identidad, domicilio y depósitos realizados al casino.

Saludos cordiales

Hello ilizarraga060292,

Thank you very much for sending the documents.

You have provided us with payslips for the months of June, July, and September, which we appreciate. However, we still require the payslip for August (the 8th month) in order to complete the verification process.

Please upload the payslip for August at your earliest convenience. Once we receive it, we will review the document as soon as possible. If there are any issues with the file, any missing information, or if we have any further questions, we will contact you immediately.

If you encounter any problems while uploading the document or if you are unsure which payslip to send, please let us know and we will be happy to guide you.

Thank you for your understanding.

Best regards,

BetOnRed Casino

Hola

Envié la Boleta de pago - PDT Planilla Electrónica (nómina) correspondiente al mes de Agosto 2025 mediante correo electrónico, ya que como mencioné líneas arriba mi cuenta se encuentra "cerrada temporalmente" por el proceso de verificación inconcluso. Quedo a la espera de la finalización de este proceso de verificación, ya que llevo meses de colaboración sin resultados satisfactorios.

Saludos

Dear ilizarraga060292,

Thank you for promptly providing the requested documents.

Upon review, we observed a discrepancy between the salary amounts indicated in your payroll documents and those reflected in the accompanying bank statement. Kindly provide clarification regarding this matter. Should your salary be deposited into a different bank account, please submit the relevant bank statement.

We appreciate your patience during this process and fully understand any frustration this may cause. Our team is committed to resolving your verification as expeditiously as possible. Upon receipt of the additional information, it will be escalated immediately to the appropriate review team.

Thank you for your continued cooperation.

Best regards,

BetOnRed Casino

Hola

En el correo enviado especifiqué los métodos de pago de mis ingresos (trasferencia bancaria y dinero en efectivo), por lo cual no coincidirían los montos, adicionalmente mis ingresos como empleado están compuestos por:

1. Sueldo base (Boletas de pago - PDT Planilla Electrónica PLAME)
2. Bonos de producción.
3. Horas extra.

Los bonos y horas extra no son declarados en la Boletas de pago - PDT Planilla Electrónica PLAME, toda esta información está detallada en una boleta física que me entrega mi empleador mensualmente, pero al ser un documento físico no iba a ser aceptado por el casino. Por lo cual solicito la aceptación de las condiciones antes mencionadas con respecto a la prueba de ingresos.

Adicionalmente en el correo enviado demostré que mi empleador es una empresa familiar y que el domicilio fiscal de la empresa coincide con mi dirección de domicilio, esta información es verificable mediante:

Link: https://e-consultaruc.sunat.gob.pe/cl-ti-itmrconsruc/FrameCriterioBusquedaWeb.jsp

RUC: 20609558092

Saludos

Dear ilizarraga060292,

We can accept physical documents, and most casinos accept them as well. As your full payment details are reflected in physical statements, we kindly ask you to provide these for review, as they would clearly confirm your transactions. Please note that such documents have not been previously submitted.

Kindly provide the physical statements for the months of June, July, and August. You may send them to our email address, and they will be forwarded for review as promptly as possible.

Thank you for your understanding and cooperation.

Kind regards,

BetOnRed Casino

Dear ilizarraga060292,

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.

Hola

Se envió las boletas escaneadas solicitadas.

Dear ilizarraga060292,

Thank you for sending the documents.

To clarify, when we refer to physical statements, we mean the original paper documents issued by your bank, not scanned or downloaded files. The statements you have provided are scanned copies, and unfortunately, we are not able to use scanned documents for this verification.

If you have received the original statements in paper form, please take clear photos of the physical pages (showing all four corners of each page) and send the photos to us as image files. This way, we can accept and review them as quickly as possible.

We can accept photos of:

• Physical bank statements for June, July, and August

• Each page is fully visible, with all information readable and unedited

Thank you for your understanding and cooperation.

Kind regards,

BetOnRed Casino

Dear ilizarraga060292,

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.

Hola

Al parecer siguen sin entender la situación, ya que los documentos enviados no son extractos bancarios, lo que me solicitaron fueron las boletas de pago detalladas emitidas por mi empleador, las cuales como les mencioné las tengo en formato físico, por lo cual fue escaneado y enviado como me lo solicitaron. Les recuerdo que los extractos bancarios ya fueron enviados y aprobados vía correo electrónico; sin embargo al parecer desconocen el estado actual de mi solicitud. Llevo casi un año intentando verificar mi cuenta con múltiples documentos, tuve que conversar con funcionarios del banco y la Superintendencia Nacional de Administración Tributaria (SUNAT) de mi pais para tratar de adaptar los documentos a sus requerimientos. Hasta el momento el casino solo ha tratado de alargar los procedimiento solicitando documentos repetitivos, todo hace indicar que esto forma parte de una modalidad para retener los fondos de los usuarios como se menciona en diversos foros de opinión. Solicito al casino que se sincere de una vez por todas, ya que como mencioné anteriormente, solo estoy solicitando la devolución de mis depósitos que siempre fueron de mi propiedad y ahora el casino busca retener de todas las formas posibles.

Hello ilizarraga060292,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ilizarraga060292,

Thank you for your message.

We would like to clarify that the request for physical documents applies to the payslips you have provided as well. While we understand that these are issued by your employer, the copies submitted are scanned versions, and unfortunately, scanned documents cannot be accepted for verification purposes.

As previously explained, we require clear photos of the original physical documents. Each page should be photographed in full, showing all four corners, with all details clearly visible and unaltered. This requirement applies regardless of whether the documents are bank statements or payslips.

For the purposes of your verification, please provide physical payslips for the following months: June, July, and August.

Please note that these procedures are part of our standard verification process and are in place to ensure compliance with regulatory requirements. We are not able to proceed with verification until the requested format is provided.

We understand that this process may feel repetitive; however, our intention is to complete your verification as soon as all requirements are met so that your withdrawal can be processed without further delay.

We appreciate your cooperation and remain available should you need further clarification.

Kind regards,

BetOnRed Casino

Dear ilizarraga060292, nbsp;Casino,

thank you for your reply.

Dear ilizarraga060292,

as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (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. Please let us know whether the required paperwork was sent accordingly. Thank you for your continued support and cooperation.

Hola

Como mencioné líneas arriba envié absolutamente toda la información solicitada, detallo a continuación toda la documentación enviada hasta el momento:

1. Prueba de identidad (DNI Peruano) APROBADO

2. Prueba de Domicilio (Recibo de servicios) APROBADO

3. Prueba de Depósito (Historial Transacciones Binance) APROBADO

4. Prueba de Propiedad de billetera cripto (Perfil detallado de Binance) APROBADO

5. Prueba de fondos (Boletas de pago - PDT Planilla Electrónica) APROBADO

6. Estados de Cuenta Bancarios de ingresos. APROBADO

7.Boletas de pago detallada emitida por el empleador. PENDIENTE DE APROBACIÓN

Sin embargo el casino se niega a reconocer la validez de los documentos enviados, como mencioné esto forma parte de una estrategia para retener los fondos de los clientes comprobada en múltiples plataformas de opinión. Queda más que evidente su estrategia de extender los tiempos y solicitar documentos repetitivos que fueron aprobados anteriormente.

Saludos

Dear ilizarraga060292,

In accordance with the request from the casino, I would greatly appreciate it if you could submit the physical payslips for June, July, and August. Once you have completed this, please let us know. Thank you for your ongoing support and assistance.

Hola

Los recibos de pago físicos de junio, julio y agosto fueron enviados el 17/05 como consta en la siguiente captura:

Sin embargo, acabo de reenviar dichos documentos nuevamente para su revisión:

Saludos

Dear ilizarraga060292,

Thank you for your response.

We must reiterate that the documents you have submitted are not acceptable, as they are scanned copies. Please note that scanned or digitally altered documents cannot be approved under any circumstances.

As previously communicated, we require clear photographs of the original physical payslips. Each document must be photographed in full, showing all four corners, with all information clearly visible and unedited. This requirement applies to all requested documents without exception.

To proceed with your verification, please provide physical payslips for June, July, and August in the required format. Until these are received correctly, we will not be able to continue with the verification process or process your withdrawal request.

We strongly advise you to follow the instructions carefully to avoid further delays.

Kind regards,

BetOnRed Casino

Hola

Acabo de enviar nuevamente las boletas de los meses solicitados mostrando las 4 esquinas. Quedo a la espera de la verificación final de mi cuenta.

Saludos

Hello ilizarraga060292,

Thank you for your message.

We have sent you an email with further details regarding your case and the next steps. Please review it at your earliest convenience.

Thank you for your cooperation and understanding.

Best regards,

BetOnRed Casino

Hello ilizarraga060292,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ilizarraga060292,

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.

Dear ilizarraga060292,

I hope this message finds you well. We would greatly appreciate it if you could provide us with any updates regarding the verification status of your account. Your assistance and cooperation are highly valued.

Hola

El casino aprobó mis documentos (boletas de pago y estados de cuenta bancarios); sin embargo ahora está solicitando nuevos documentos como era de esperarse, incluso ahora están pidiendo el detalle de todos mis ingresos que se muestran en mis estados de cuenta bancarios, esta información no forma parte de mis transacciones realizadas en el casino, por lo cual no tendrían que vulnerar mi privacidad al solicitar esta información, aún así quisiera compartir esta información me sería imposible, porque se trata de operaciones rutinarias (pagos, prestamos, devoluciones, compras, etc.) realizadas hace más de un año.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello ilizarraga060292,

Thank you for your message and for providing your pay stubs and bank statements. We understand your concerns regarding privacy and appreciate you taking the time to share your perspective.

We would like to clarify the purpose of our request. As part of our Anti-Money Laundering (AML) obligations, we are required to verify that all funds deposited into the casino originate from legitimate sources. This is a regulatory requirement that applies to all players and is in place to ensure the safety and integrity of our platform for everyone.

Regarding the detailed breakdown of income shown on your bank statements, we completely understand that some transactions may be personal in nature and unrelated to your casino activity. However, we only need clarification on the specific incoming transfers we listed, not a full breakdown of all your routine transactions (payments, loans, refunds, purchases, etc.).

To clarify, we kindly ask you to:

Confirm the source of each of the listed incoming transfers (e.g., salary, savings, gifts, family support, or another legitimate source).

Additionally, please provide proof of your cryptocurrency purchase, such as exchange purchase records, wallet history, or any other document showing how the crypto was acquired.

We value your cooperation and look forward to resolving this matter promptly.

Best regards,

BetOnRed Casino

Hola

Se envió el historial de compra de criptomonedas solicitado y el detalle de las transacciones indicadas, quedo a la espera de la verificación de mi cuenta.