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Hello dear Casino GURU Team, I recently won a significant four-figure amount at Betonred Casino and want to withdraw it. However, when I attempted to withdraw, all requests were rejected. Two days later, I received a request for payment verification certification, which keeps getting denied despite providing complete and visible data. Unfortunately, I haven't received any email detailing why the certification was rejected. Could you please help me? The problems occurred when I tried to withdraw 1500 Euros of the winnings, which is also the maximum daily withdrawal limit.

Hallo liebes Casino GURU Team, ich habe in letzter zeit einen höheren Vierstelligen Betrag im Betonred Casino gewonnen, den ich auszahlen möchte, doch als ich Auszahlen wollte wurden alle Auszahlungen abgelehnt und 2 Tage später kam die Aufforderung zur Zahlungsnachweißzertifizierung, diese wird allerdings immer abgelehnt obwohl ich, vollständige und sichtliche Daten angegeben habe, ich bekomme leider auch keine Email auf der Genau aufgeführt ist warum diese abgelehnt wurde. Könnten sie mir helfen, die Probleme traten auf als ich versuchte 1500 Euro von dem gewinn abzuheben, dies ist auch der maximal tägliche Auszahlbetrag.

Hello Varus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Varus,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.