BetOnRed Casino - Pelaajan kotiutuspyyntö on viivästynyt kuukausia.

I submitted my first withdrawal request on October 20, 2025 (over 4 months ago!!!). To date, I have not received my money.

After requesting the withdrawal, I received a request for ID verification and a vitality check. After completing the verification process, I was informed that my account had been verified. Unfortunately, my withdrawal was canceled, and on October 22, 2025, I received an email asking me to send a selfie with my ID and proof of address.

Of course, I immediately submitted the above documents.

After submitting these documents, I received an email from BetOnRed that evening stating that my account had been verified.

Unfortunately, my withdrawal still has not been processed.

Despite confirming twice via email that my account had been verified, the next day, on October 23, 2025, I received an email requesting that I send my personal deposit slips to BetOnRed Casino. I made two deposits, each for €400, from my Trezor hardware wallet. I explained to the casino by email that the wallet doesn't generate any personal data. So I sent deposit confirmations like those generated by the Trezor wallet.

The casino completely ignored my email.

BetOnRed Casino rejected my deposit confirmations, so I wrote them another email asking for an explanation for rejecting my documents and for ignoring my previous email.

On November 2, 2025, I received a copy-and-paste response with the same content as the one from October 23.

BetOnRed Casino completely ignored my two emails and repeated their previous email as if it were written by a robot, not a human.

I replied to this email the same day, explaining that I had sent deposit confirmations from Trezor to my profile multiple times and that they were rejected each time. Then, on November 16th, I received an email requesting further documents, including a salary certificate and "proof" of having a cryptocurrency wallet.

I was also asked to complete an extensive questionnaire about my main source of income, annual earnings, expenses, occupation, place of birth, etc.

I completed the questionnaire and sent all the requested documents.

Unfortunately, they rejected the documents again, and it wasn't until December 4th, 2025, that I received an email encouraging me to contact them via chat.

Unfortunately, it was impossible to communicate via chat, as the AI ​​robot constantly responded with the same rule and didn't address my case in any substantive way.

After that, for a month and a half, the casino remained silent and completely ignored me.

During that time, I repeatedly sent them documents for verification, and each time they rejected them WITHOUT ANY REASON. Only on January 18, 2026, did I receive an email with a copy of the one from October 23, requesting proof of the source of the funds.

It was simply a mockery and a terrible attitude on the part of the casino.

Subsequent emails also resolved nothing.

They responded as if they couldn't read, and their responses were mostly devoid of context (they requested the same thing over and over again, even though I repeatedly provided it to them and they pointlessly rejected it).

Finally, after a long exchange of emails and repeated chat contacts, my account was fully verified on February 25th. And I was unblocked from making a withdrawal.

So I requested a withdrawal and waited for the money. To my surprise, the next day I received another email asking for an explanation of my private transactions from my bank statement and proof of cryptocurrency purchase.

I consider this a deliberate act by the casino aimed at misappropriating player funds, and it is reprehensible and unacceptable. Despite being informed three times that my account has been verified and despite having my withdrawals unblocked, the casino is determined not to pay me my money (I have over €5,000 in my account, owed a total of €5,000).

I consider the casino's behavior deeply unfair. I have been denied access to my money for over four months. Despite sending all necessary documents, proving that I am the account owner, and proving my source of income from before the deposits, the casino continues to come up with new demands just to have an excuse to misappropriate my money.

This case is even more reprehensible because this has been going on for over four months, and they keep coming up with new demands.

In a civilized casino, verification should take several days and all required documents should be replaced immediately, not over the course of four months, where they keep coming up with new things.

I should add that I have been an active casino player for over 20 years, and this is the first time in my life that a casino has refused to pay out my money.

BetOnREd Casino treats customers very poorly, looking for any excuse not to pay out player funds. I'm reporting a suspected deliberate attempt to steal my money.

I have my entire email history with the casino.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the most relevant emails between you and the casino customer support regarding the document requests for the verification of your account? My email address is veronika.f@casino.guru.
• Which documents has the casino most recently requested from you that have not yet been reviewed or approved?
• What types of games did you play to accumulate your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The reply was sent by email 4 days ago.

Today March 11, 2026, BetOnRed Casino blocked my account. I can't even log in.

I haven't been informed of the reason for the block.

There's no rational reason for the block, other than the desire to prevent me from withdrawing my money.

I should note that my BetOnRed Casino account still has a balance of €5,011.38.

I sent BetOnRed an email asking why I couldn't log into my account.

BetOnRed Casino wrote that my account had been closed and my balance confiscated.

This is clearly a deliberate and premeditated fraud.

Firstly, I had been assured three times that my account had been verified.

Secondly, even after the last email from the casino on March 2nd, when they requested proof of cryptocurrency purchase, I sent the required documents via chat on March 4th because I didn't have the option to upload documents in my profile. They themselves asked me to send these documents via chat and that they would forward them to the verification department.

I also recently sent them via chat and they accepted them.

The best part is that a few days before these emails, specifically on February 25th, my BetOnRed Casino account was fully verified and withdrawals were unlocked. And yet they rejected the withdrawal and started looking for further excuses to steal my money.

I should add that I received an email requesting additional, fabricated documents on March 2, 2026, and they closed the account on March 11, 2026.

So, 9 days have passed.

They are blatantly lying that 15 days have passed.

Very cruel treatment of customers by BetOnRed Casino.

I demand the return of my balance of €5,011.38. This is very important and necessary money to me.

The casino has no right to steal it.

Dear Maxrusher

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, Barbora (barbora.p@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,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite BetOnRed Casino representative to join this conversation.

Dear BetOnRed Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello Maxrusher,

Thank you for your message.

The verification you are completing is a standard AML (Anti‑Money Laundering) check to ensure that the funds deposited into our casino originate from a legitimate source. 

The screenshot showing the cryptocurrency purchase is not sufficient, as it does not clearly display your name or prove who actually bought the cryptocurrency. To complete this check, please provide a document that shows:

Your full name and account details.

A list of transactions that clearly confirms the funds deposited into the crypto exchange (or wallet used for the deposit) were made by you yourself.

This can be a bank or payment‑account statement, or another official document from your financial provider that includes your name, transaction dates, descriptions, amounts, and currency.

Once we receive this, we will be able to proceed with your verification. 

Best regards,

BetOnRed Casino

Dear Barbara, I find BetOnRed Casino's response to be simply laconic, ridiculous, and an attempt to conceal the truth about their theft.

I play at a huge number of casinos, and for me, the KYC&AML process is clear, transparent, and understandable.

I submitted a withdrawal request in October 2025.

If the casino needed any documents, they should have asked for them.

And they asked for various documents, which, of course, I provided without hesitation.

The problem began when the casino began to inquire about the "source of funds."

I made the deposit to the casino using cryptocurrency because this payment method was available at the casino and convenient for me.

I made the deposit from my private Trezor wallet, which I, of course, documented for the casino with wallet screenshots and PDF files.

It is obvious that the Trezor wallet does not hold any personal information. The casino informed me in chat that they understood this and simply asked me to prove my source of income.

Of course, I provided the casino with my payslips.

However, the casino still wasn't enough.

The casino then asked for bank statements, which guaranteed the verification process was complete.

And of course, the casino accepted my bank statements and documents confirming my source of income.

The account was fully verified, and withdrawals were unblocked on February 25, 2026.

Unfortunately, some thief—let's call them what they are—decided not to withdraw my money and, after verifying the account, invented another document: proof of purchase of cryptocurrency.

So they're deliberately requesting documents that don't exist.

I'm over 40 years old and have owned cryptocurrencies for over 10 years. I don't have any proof of purchase because I'm not required to have them.

I deposit cryptocurrencies at every casino, and no casino EVER has a problem with this.

And the amount I deposited at BetOnRed Casino using cryptocurrencies was only €800, which is below the AML thresholds requiring personal data.

I should add that in my country, Poland, the requirement to provide personal data only applies to cryptocurrency purchases exceeding €1,000.

So, if the condition for withdrawing funds deposited in cryptocurrencies is to provide proof of purchase, this should be clearly stated during the deposit.

Otherwise, this is deliberately misleading the player and theft of money under the guise of AML regulations, which is simply nonsense.

I demand the return of my €5,011.38 that was stolen from me by BetOnRed Casino.

Secondly:

BetOnRed Casino is blatantly lying.

In an email dated March 12, 2026, they wrote to me that they had closed my account and confiscated (read: stolen) all my money: deposit + winnings.

They gave a false excuse that I had allegedly failed to provide them with some document they requested within 15 days. Of course, they didn't specify what document they were referring to.

Because this whole thing is a deliberate, premeditated act of theft.

In further correspondence, they wrote that supposedly, since February 24, 2026, a document had been waiting for verification in my profile.

Which is an obvious lie. Because on that day, they asked me for an account statement, and I provided it via chat, because they had disabled the document upload option in my profile. I have screenshots of my profile to prove this.

After verifying my bank statements, they unblocked my ability to make withdrawals – I also have proof of that.

The facts are that only after my withdrawal was rejected on February 26, 2026, did they request another document from me – this time, a personal proof of purchase of cryptocurrencies.

Of course, I didn't have the option to add any documents in my profile, so on March 4, 2026, I contacted them via chat and explained that I had no technical means of uploading documents to my profile. In the chat, BetOnRed Casino asked me to send the documents via chat and that they would forward them to the appropriate department.

I had done the same thing with my bank statements before.

Meanwhile, BetOnRed closed my account and stole not only my winnings but also, TERRIBLE, my deposit, lying that I hadn't provided them with the documents within 15 days.

The truth is that I provided them with the documents on March 4, 2026, via chat (because they didn't give me that option in my profile – intentionally???), six days after they requested proof of cryptocurrency purchases (from the last three months).

I only sent them the proof I have. This is a purchase of over €8,000 of cryptocurrency in my name from February of this year using the Nexo exchange.

The Nexo exchange does not issue personal IDs.

However, I did provide proof of a transfer to the exchange from my bank account in my name to the Nexo exchange, also in my name, and a currency exchange transaction on my Nexo account from EUR to USDC.

This is proof of the cryptocurrency purchase.

And the casino brazenly did not respond to these documents; they instead decided to steal my money and close my account.

But I am a very serious person and well-known in the Polish gaming community, and I will not allow myself to be robbed like this.

I demand the return of my deposit and my own money honestly won at the casino. The total balance in my BetOnRed casino account is €5,011.38. I will never donate this amount, especially since I have a child who is almost two years old and I urgently need this money.

This is a widespread scandal to defraud players so perfidiously.

And to keep coming up with new documents for five months.

Reputable casinos verify accounts within a few to a dozen days.

If BetOnRed doesn't return my money, I will publicize this on the world's largest forums and, of course, report this theft to their regulator.

I WILL NEVER STOP FIGHTING FOR MY MONEY AND MY FAMILY'S!!! NEVER!!!!!!!!

I CATEGORICALLY DEMAND THE IMMEDIATE PAYMENT OF MY ENTIRE AMOUNT OF €5,011.38.

I proved my identity and my source of income to BetOnRed Casino a long time ago.

So they have no right to invent new documents and look for more excuses to steal my money.

Dear CasinoGuru, I'm asking for your help.

BetOnRed Casino doesn't deserve a high trust rating.

Because my case clearly demonstrates how they're trying to steal money from winning players under the guise of AML.

The truth is, I've long since proven the source of my income.

It's worth noting that the deposit I made with them was only €800, which is below the legal requirement to provide personal information when purchasing cryptocurrencies.

I have no legal obligation to provide proof of cryptocurrency purchases for such a small amount.

But I personally (because I have no legal obligation to do so with an €800 deposit) gave them proof in my name on March 4, 2026, in the form of cryptocurrency purchases exceeding €8,000.

But the casino, of course, instead of verifying my account, prefers to steal the money because they prefer to unlawfully misappropriate my money. That's the truth.

Dear Barbora, forgive my nervousness, but believe me, you'd be much more upset than I am if someone stole over €5,000 that was meant for your less than one-year-old child.

I was exceptionally calm during those four months waiting for my withdrawal from BetOnRed Casino.

This is the first time in my over 20 years of gaming experience that I've encountered such a terrible, pathetic, and thieving casino.

Of course, I can email you all my documents confirming my income, as well as proof of my cryptocurrency purchases from February 2026, worth over €8,000, so you can understand how brazenly BetOnRed Casino is acting and how they're lying despite the obviously documented facts.

If you need any documents, let me know.

Dera Barbora

I believe you're a normal person who's genuinely helping.

Because BetOnRed Casino is a bunch of thieves.

They even dared to tell me in a private email that they'd closed my account and confiscated all my money, and that the decision was final!

Do you understand that??

And here, of course, they don't mention it, just politely write about verification.

So the decision isn't final after all?

Hypocrites, that's all.

Barbora, help me save my own money.

This money belongs to me, not BetOnRed Casino.

Dear Maxrusher,

Thank you for your detailed explanations and for providing the additional information.

I understand that this situation has been ongoing for a long time and that it must be very frustrating, especially given the number of documents you have already submitted. Please rest assured that I am carefully reviewing all available information and will do my best to clarify the requirements with the casino so that we can move this case forward.

At this stage, my goal is to ensure that both sides clearly understand what specific documents are required and whether the materials you have already provided can satisfy the verification process.

Thank you for your patience and cooperation.

Dear BetOnRed Casino,

Thank you for your response.

The player stated that the cryptocurrency wallet used (Trezor) does not display personal details such as the account holder’s name, which is typical for private wallets. However, he indicated that he has provided documentation showing transfers from his personal bank account to the Nexo exchange, as well as cryptocurrency purchase records.

Could you please clarify whether a combination of:

• a bank statement showing transfers from the player's personal account to the cryptocurrency exchange, and
• an exchange account or transaction record confirming the cryptocurrency purchase,

would be considered sufficient, even if the private wallet itself does not display the player's name?

This clarification will help ensure that the requested documentation is technically possible for the player to provide.

Thank you in advance for your cooperation.

Dear Maxrusher,

Thank you for providing the documents. We've reviewed everything carefully. However, your most recent deposit to the casino was in May, 2025, and the proof of crypto purchase needs to predate this deposit, as on the document you have sent it is seen that it is from February 2026. This helps us confirm that the funds used for your deposits come from legitimate sources.

Please upload proof of purchase that predates your deposits in May, and we'll proceed with the case further.

Thank you for your cooperation.

Best regards,

BetOnRed Casino

I don't have any proof of cryptocurrency purchases from before May 2025, and I have no legal obligation to do so (I'm talking about an €800 deposit to your casino, which is below the statutory €1,000 limit, which requires personal confirmation). You have no right to refuse to pay me my money based on requests for fabricated documents.

I'll add once again that I've documented my fully legal source of income for the period before May 2025.

I've owned cryptocurrencies for over 10 years, and I don't have any proof of acquisition, nor am I under any legal obligation to do so.

When I purchased cryptocurrencies, no proof of acquisition was required.

I WOULD ALSO EMPHASED THAT EVEN IN MY COUNTRY AND IN THE EUROPEAN UNION, CURRENTLY NO NAMED PROOF OF CRYPTOCURRENCY PURCHASE OVER €1,000 IS ISSUED OR REQUIRED. I'm talking about this amount, as I only deposited €800 at BetOnRed Casino.

I deposit cryptocurrency at every casino, including MGM-licensed casinos, and none have ever asked me for any proof of cryptocurrency purchase, and no casino has ever given me any problems with withdrawals. You are the first casino to use this as a basis to completely unlawfully steal my money under the guise of AML.

I DEMAND THE IMMEDIATE WITHDRAWAL OF MY ENTIRE BALANCE AT BetOnRed CASINO in the amount of €5,011.38.

As a side note, it's worth emphasizing that your actions are typical theft.

If you intend to cause customers problems with cryptocurrency deposits, either remove the cryptocurrency deposit option or simply clearly state and state in the cryptocurrency deposit option when selecting this payment method in the deposit interface that the condition for withdrawing these funds is personal proof of purchase.

Then the situation would be clear and transparent, and there would be no misunderstandings.

And now you're being cynical and hypocritical.

First, you demand proof of the funds' origin, then you receive it (my account was fully verified (which I have proof of), and then you invent further documents, and so on, endlessly, just to deliberately steal the money.

I'll add that even if I had proof of cryptocurrency purchase, it wouldn't be enough for you, because you'd be demanding my entire cryptocurrency trading history from over 10 years, and that's thousands of transactions.

Stop being pathetic and stop embarrassing yourselves.

I IMMEDIATELY DEMAND THE WITHDRAWAL OF MY FUNDS!!!!!!!!!!!

And for future customers, CLEARLY AND CLEARLY state when attempting to make a cryptocurrency deposit that proof of purchase is required for withdrawal.

If you don't do this, your actions appear to be deliberately fraudulent and misleading.

Because no other casino has ever given me problems over the years.

You're impertinent!!!!!!!!!!!!!!!!!!!!

Besides, I started the withdrawal process 5 months ago.

Why didn't you ask for proof of cryptocurrency purchase then?????

And now you're making this up after 4 months????

Audacity and theft!

Yet on February 25, 2026, you fully verified my account and unblocked withdrawals.

So who reversed this withdrawal??? Do you have a thief on your team who decided to steal my money???

So why did you lie about verifying my account???

A bunch of thieves!!!!

These are screenshots from my BetOnRed casino account from February 25, 2026.

The account was fully verified and withdrawals were enabled.

I documented the source of my income from my job, so the source of my money is documented!!!!!

MY MONEY SHOULD HAVE BEEN WITH ME LONG AGO!!!!!

I DEMAND AN IMMEDIATE PAYOUT OF MY €5,011.38

IMMEDIATELY!!!!!!!!!!!!!!!!!!!!!!!!!

Finally, BetOnRed Casino sent me an email today with a clear request to provide my bank statements from May 2025, meaning from the period before I deposited them on May 30 and 31, 2025.

I submitted (not to mention the fact that I'm submitting these documents for the umpteenth time in this absurdly long five-month verification process) six bank statements from December 2024 to May 2025 to demonstrate my salary receipts from my employer, Jeronimo Martins.

I'm also submitting them here so Casino Guru (barbora.p@casino.guru) can see that I earned a legitimate income around the 10th of each month until March 2025. I've been unemployed since then.

However, I'm under no obligation to be employed to play at the casino.

This is the only document BetOnRed Casino requests from me via email, and I submitted it with confidence in the casino's good intentions and hope for a speedy completion of this unfortunate verification and a withdrawal of my funds.

Best regards.

Dear Maxrusher,

Thank you for the update and for providing the requested bank statements covering the period from December 2024 to May 2025.

Dear BetOnRed Casino,

Thank you for your continued cooperation.

The player has now submitted bank statements covering the period prior to the deposits made in May 2025, as requested. Could you please confirm whether these documents meet your verification requirements?

Additionally, we kindly ask you to review the submitted materials and provide an update on the next steps, including whether any further documentation is required, or whether the verification process can now be finalized.

Given the length of this case and the previous confirmation of account verification and withdrawal processing, we would appreciate your timely review of the newly submitted documents.

Thank you in advance for your clarification.

I regret to say that BetOnRed Casino continues to brazenly refuse to withdraw my funds and demands a document that doesn't exist and which I have no obligation to keep.

I do not have any personal proof of the cryptocurrencies purchased over a decade ago, and I REPEAT CLEARLY:

I HAVE NO LEGAL OBLIGATION TO PROVIDE PERSONAL PROOF OF CRYPTOCURRENCY PURCHASES FOR AMOUNT UNDER €1,000 (in accordance with the European Anti-Malfunction Law).

AND THE CASINO HAS NO RIGHT TO CONDITION THE WITHDRAWAL OF FUNDS ON THE LACK OF A DOCUMENT THAT I AM NOT LEGALLY REQUIRED TO POSSESS.

I have owned cryptocurrencies for over a decade. I acquired them a long time ago, and I don't even remember where. Either at some currency exchange office or through P2P.

I have absolutely no documents to prove this, and no one issued such documents at the time I acquired them.

Please accept documents confirming my source of employment.

My employer paid me amounts many times greater than the €800 deposit to the casino.

The casino itself requests bank statements, which it has already received many times. The statements serve their purpose – they document my salary.

So, I have documented the origin of the funds.

So, I have documented the possession of the funds. Nothing else should concern you.

I categorically demand the immediate withdrawal of all my funds from my BetOnRed CASINO account in the amount of €5,011.38.

Dear Barbara from the CasinoGuru team.

I believe the BetOnRed casino rating should be significantly lowered because they are misleading users.

They deliberately fail to inform users who deposit with cryptocurrencies that they will not receive their money back without providing personal proof of payment. This is deliberately to the detriment of players.

Many people do not have personal proof of payment for small amounts under €1,000 because:

1) The law does not require personal proof of payment for such small amounts.

2) Bitcoin ATMs (devices used to purchase cryptocurrencies in Poland) do not issue personal confirmations for cryptocurrency purchases under €1,000. Cryptocurrency transactions under €1,000 are completely anonymous.

3) P2P cryptocurrency exchanges also do not have any personal proof of payment.

4) IF THE CASINO CLEARLY INFORMED THE USER THAT IT REQUIRED PERSONAL PROOF OF CRYPTOCURRENCY PURCHASE (e.g., by requiring the user to check a checkbox confirming they had read the information), THE PROBLEM WOULD NOT EXIST. I would simply have made the deposit using another method, such as a debit card, a Mifinity wallet, or a Jeton.

However, I had no idea that any casino could condition a player's withdrawal of funds on personal proof of cryptocurrency purchase.

For over 20 years of playing, I have played in a huge number of casinos. In recent months, I have played in many casinos, including Campobet and Betinia, which are MGA-licensed.

I have always deposited cryptocurrency to every casino, and no casino has ever had any problems with withdrawals because of this, and no casino has ever requested personal proof of cryptocurrency purchase.

You are sick and unfortunately thieves, BetOnRed Casino, precisely because YOU INTENTIONALLY MISLEAD USERS BY ACCEPTING CRYPTOCURRENCY PAYMENTS WITHOUT INFORMING THE USER THAT WITHDRAWAL OF MONEY DEPOSITS USED THIS METHOD IS DEPENDENT ON THE PROVISION OF A NAMED PAYMENT PROOF.

BECAUSE YOU KNOW PERFECTLY THAT PLAYERS HAVE NO IDEA ABOUT THIS, BECAUSE NO OTHER CASINO BUT BetOnRed EVER REQUIRES ANY PROOF OF PURCHASE FOR CRYPTOCURRENCY! THIS IS INTENTIONAL, BLAMING THEFT, OR AT LEAST A MAJOR OVERSIGHT ON YOUR PART.

I BELIEVE THAT IF BetOnRed CASINO dares to steal its customers' money in this way, THEN IT IS OBLIGED TO ACTIVATE A CHECKBOX ON THE DEPOSIT PAGE DURING CRYPTOCURRENCY DEPOSITS, CLEARLY STATING THAT THEY DO NOT WITHDRAW FUNDS WITHOUT A PERSONALLY IDENTIFIED PROOF OF DEPOSIT.

WHEN I DEPOSITTED, THERE WAS NO SUCH INFORMATION ANYWHERE!!!!!!!!!!!!!!!!!!

And the terms and conditions only require that you disclose your employment source. I met these requirements because before depositing into the casino I had been employed for several years, which I clearly documented!!!!!!!!!!!!!!!

I would like to remind you that Bitcoin ATMs do not issue any personal receipts for cryptocurrency purchases under €1,000.

The casino has no right to condition the withdrawal of a player's money on the possession of a document that personally certifies a crypto purchase under €1,000.

I must report this matter to the supervisory authority, and possibly also to the police, reporting the theft of my money by BetOnRed Casino.

BetOnRed Casino is a thief, and that must be clearly stated.

This casino should be deducted points from its rating for misleading players during deposits and then making up documents at its own discretion, deliberately to avoid withdrawals.

Hello Maxrusher,

As per our Terms and Conditions, which you agreed to upon registration, we are required to verify the origin of funds for all deposits to ensure compliance with regulatory standards. 

To proceed with your case, please review the transaction history in your Trezor wallet (or associated software) for details on how the cryptocurrency was funded or purchased. Note that it has to be before the deposit to the casino was made. We kindly ask you to provide proof of the crypto purchase, such as a screenshot or export of the relevant transaction showing the source (e.g., exchange receipt, purchase confirmation, or funding details). This is the most reliable way for us to complete the verification.

Once we receive this information, we can move forward promptly.

Best regards,

BetOnRed Casino

Dear BetOnRed Casino, I have proven the source of my funds. That source is my salary. I have submitted the appropriate documents confirming this. I am under no obligation to explain how my salary money ended up in any of my accounts and in any currency, whether it's US dollars, euros, British pounds, Bitcoin, or any other currency. Just as I don't have to explain the technical details of how my salary money ended up in my pants pocket in the form of banknotes. This is my private matter. You are not a state tax authority and have no right to spy on me in this way.

It's worth adding that I know many people who played with you, and from whom you don't demand documents confirming any income, because they either lost or won very little with you. You only cause problems for the players who won by refusing to withdraw their money. I suspect you of a deliberate, white-collar theft of my money. 

Because I've proven my funds' legal source. And you're nitpicking on the technical side, literally looking for an excuse to steal not only my winnings but also my deposit. This is blatant theft on your part.

Dear CasinoGuru, I'm asking you to downgrade BetOnRed Casino, as they clearly demonstrate that they don't care about a positive resolution to the problem, but are instead looking for an excuse to steal my money.

As I've already informed you, I have no proof of purchasing cryptocurrencies from Bitcoin ATMs, as Bitcoin ATMs don't issue confirmations for amounts below 1,000 euros.

As I mentioned earlier, I'm 42 years old and have owned cryptocurrencies for many years. I've never been required by anyone to provide any documents to acquire any currency. And I have no legal obligation to provide such documents.

I request that the entire balance of my BetOnRed Casino account be withdrawn immediately.

Otherwise, I request that CasinoGuru downgrade BetOnRed's rating, as it allows cryptocurrency deposits without clearly informing the user that they will not withdraw funds deposited using this method unless the user has a personal document confirming the acquisition of cryptocurrencies. Without such clear information when choosing a cryptocurrency deposit method, BetOnRed Casino is considered a deliberate theft, or at least a major oversight and a lack of transparent information for customers depositing using this method. This is a deliberate act to the detriment of the player.

I emphasize that, in accordance with the regulations, I have documented the source of my funds. This is my salary from my employment contract. I documented the source of my funds, but BetOnRed Casino continues to refuse to withdraw my money, constantly looking for an excuse. As we know, my account was already fully verified, as I documented my source of income on February 25, 2026, and the casino unblocked my withdrawals.

The casino then deliberately canceled my withdrawal, looking for any excuse to deliberately steal my over €5,000.

Dear BetOnRed Casino,

Thank you for your response and clarification.

We understand that you require proof demonstrating that the cryptocurrency used for the deposits originated from legitimate sources prior to the deposits made in May 2025.

However, the player has stated that the cryptocurrency used may have been acquired several years ago, potentially through methods such as Bitcoin ATMs or older transactions where named purchase confirmations were not issued. In such cases, obtaining traditional purchase receipts may not be technically possible.

Could you please clarify whether alternative forms of verification could be accepted in this situation, such as:

• A transaction history export from the Trezor wallet showing the incoming transactions that funded the wallet prior to the May 2025 deposits
• A blockchain transaction trail demonstrating the source of funds
• Bank statements demonstrating sufficient income prior to the deposits
• Any other verifiable evidence that reasonably demonstrates ownership and legitimacy of the funds

Additionally, we kindly ask you to confirm:

• Whether the bank statements already submitted by the player sufficiently demonstrate financial capacity prior to the deposits
• What specific document format would be considered acceptable if historical purchase receipts are unavailable

Given the extended duration of this case and the number of documents already provided, we would appreciate a clear and technically feasible path toward completing the verification process.

Thank you in advance for your clarification.

Dear Maxrusher,

Please note that your salary alone cannot be accepted as proof of how you acquired cryptocurrency, unless it is supported by a bank statement showing the transfer from your bank account to your cryptocurrency wallet.

As your deposits to the casino account were made via a cryptocurrency wallet, we are required to verify that the funds originate from a legitimate source. This verification procedure applies to all users and is conducted strictly in accordance with our Terms and Conditions, available at the bottom of our website.

To support your verification, please provide one or more of the following documents:

• Purchase confirmations or receipts from a cryptocurrency exchange or provider.

• Any evidence indicating that the cryptocurrency was purchased from an ATM, corresponding to the amounts deposited.

We kindly recommend reviewing your wallet’s transaction history and identifying the relevant deposits that demonstrate the purchase or origin of the cryptocurrency used.

Please also note that the document previously provided refers to a transaction made nine months after your casino deposit, for a significantly higher amount and originating from an exchange. As you mentioned, having had a cryptocurrency wallet for an extended period, we strongly suggest checking for earlier transactions of a similar nature.

All verification requests are made strictly in line with the casino’s Terms and Conditions, which were accepted upon registration.

If you have any further questions or require assistance in providing the necessary proof for your cryptocurrency purchase, please do not hesitate to contact us. We will be glad to assist you.

Best regards,

BetOnRed Casino

To BetOnRed Casino:

Firstly:

You are lying about asking every customer who deposits cryptocurrency to show proof of purchase.

I know many people who play on BetOnRed, and you very rarely ask for proof of purchase.

YOU ONLY ASK FOR PROOF OF PURCHASE OF CRYPTO WHEN YOU ARE LOOKING FOR AN EXCUSE TO STEAL MONEY FROM A WINNING PLAYER.

THIS IS THE WHOLE TRUTH.

Secondly:

Why didn't you ask for any proof of purchase of cryptocurrency immediately after the withdrawal request???

And you're only asking for it four months after the withdrawal request????

The answer is simple - because you want to steal the player's balance.

Thirdly:

Why did you inform me several times by email that my account was fully verified?????

On February 25, 2026, I received a CLEAR EMAIL NOTIFICATION from you that my account was fully verified.

You also unblocked my withdrawals – for which I have proof.

So why, despite being informed that my account was successfully verified and withdrawals were allowed, did you reverse the withdrawal and start looking for an excuse to search for more absurd documents????

Fourthly:

I'm not the type of player who immediately transfers money from my paycheck and deposits it into the casino.

I'm a winning player who has a separate pool of money to play in cryptocurrency casinos; I don't deposit it monthly from my paycheck.

I bought cryptocurrencies many years ago and then traded them dozens, maybe even hundreds, of times at many casinos.

You're the first casino to try to steal my money and demand proof of cryptocurrency purchase, because you know full well that no serious player (including me) buys cryptocurrencies; they earn them from casinos and withdraw them.

Fifth:

Nowhere in the terms and conditions, either during registration or when making cryptocurrency deposits, is there any information that the withdrawal of funds deposited in cryptocurrency is dependent on a specific proof of cryptocurrency purchase.

The terms and conditions only mention proof of the client's funds' legal origin, and I've already proven this many times that my source of income is my salary.

I have the right to exchange currencies for USD, EUR, BTC, GBP, ETH, and whatever I want hundreds of times. This is my private matter.

ONLY THE SOURCE OF THE FUNDS MATTERS - AND THE SOURCE OF THE FUNDS IS MY REMUNERATION FOR WORK, WHICH I HAVE PROVEN TO YOU!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Sixth:

I managed to find cryptocurrency purchase transactions in the transaction history of my Nexo exchange account (dated October 14/15, 2024, i.e., before the deposit to BetOnRed Casino) for an amount similar to the amount used to deposit at BetOnRed Casino, and I am sending screenshots.

To CasinoGuru:

As you can see, the withdrawal process from BetOnRed Casino has been going on for over five months, and as you can see, the casino is doing everything they can to never pay out this money.

No deposit proof will suffice, as they will persistently search for new documents, deliberately trying to steal my money.

I DEMAND A LOWER RATING FOR BetOnRed CASINO, as their attitude is shameless and deserves full criticism.

Furthermore, they are acting to the detriment of the customer, deliberately misleading the customer about the verification of their account, and then inventing further nonsense to avoid withdrawing the money.

I have been waiting for my funds to be withdrawn for over 5 months and 2 weeks.

I just received another email from BetOnRed, completely meaningless and lacking any substance.

It's as if they didn't understand what they were being told.

Maybe the BetOnRed staff can't read?

But really, it's perfectly clear what's going on.

They simply don't want to withdraw my money.

They regret paying me €5,011.38.

It's more convenient for them to simply steal the money.

Therefore, dear CasinoGuru, BetOnRed's rating should be lowered in all seriousness, as their customer service is subpar.

And the high rating simply misleads customers, who have no idea that BetOnRed doesn't refund players who deposit with their own cryptocurrencies.

They don't even refund deposits, which makes BetOnRed Casino an exceptionally brazen thief.

Dear BetOnRed Casino,

Thank you for your continued cooperation.

The player has now submitted additional cryptocurrency transaction records dated October 14–15, 2024, which appear to predate the deposits made in May 2025. These records indicate fiat funding followed by cryptocurrency conversion transactions.

Could you please review these newly submitted documents and clarify:

1. Whether the cryptocurrency purchase records dated October 2024 meet your requirement for proof of cryptocurrency acquisition prior to the May 2025 deposits.
2. If these documents are not considered sufficient, please clearly specify:
3. What exact element is missing from the submitted records.
4. Whether confirmation of account ownership (for example, a profile or account identification page from the exchange) would be required.

Additionally, considering the timeline presented in this case, we kindly ask you to clarify:

1. What specific factor triggered the reversal of the withdrawal after the player's account had previously been marked as fully verified and withdrawals were enabled on February 25, 2026.

Given the extended duration of this case, we would appreciate a clear and technically actionable explanation of the remaining requirements, if any.

Thank you in advance for your clarification.

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 Maxrusher,

Thank you for submitting the verification documents. We appreciate your cooperation.

While you were fully verified at the time of your withdrawal request, our Terms and Conditions (12. Anti-fraud) allow us to request additional information at any time for security purposes and to comply with Anti-Money Laundering (AML) procedures. This is a standard measure to ensure the safety of all transactions on our platform.

The documents provided do not include sufficient personal details (such as name or email) or a clear transaction trail linked to your account. To complete our review, please provide the following:

• A bank statement showing purchases or transfers to the Nexo platform, including your personal details.

• A statement from your Nexo account showing incoming and outgoing transactions, with your personal details visible.

Once we receive these, we'll proceed further with the case.

Thank you for your understanding.

Best regards,

BetOnRed Casino

I made a cryptocurrency purchase transaction on October 14, 2024, using my Jeton Visa card *9447.

Unfortunately, I don't have access to the transaction history for this card because it has been inactive for over a year.

I asked Jeton support about this, but they responded that they were unable to provide this history.

Dear BetOnRed

I am sending confirmation of ownership of my Jeton and Nexo accounts.

I am also sending confirmation that I requested a card history from support, but they are unable to provide it.

I should add that the Nexo exchange does not provide personal data in its transaction history for each transaction, so it is technically impossible to provide a transaction history with Nexo along with personal data.

Please withdraw my money urgently.

This has been going on for OVER 6 MONTHS.

Why are you causing such difficulties for your customers???

I'm unable to upload the entire blockchain history.

These are hundreds of transactions, mostly between casinos.

Please withdraw my money.

CasinoGuru, please help.

It's clear that BetOnRed wants to steal this money, using AML as a cover.

BetOnRed Casino is acting to the detriment of customers, instead of helping them and avoiding problems.

Dear BetOnRed Casino,

Thank you for your continued cooperation.

The player has now submitted additional supporting materials, including confirmation of ownership of the Jeton account associated with the payment card used for cryptocurrency purchases, transaction records from the Nexo platform dated October 14, 2024 showing a cryptocurrency purchase completed using Visa card ****9447, which appears to predate the deposits made in May 2025, and confirmation from Jeton support indicating that historical card transaction records are no longer available due to system limitations.

In light of this newly submitted information, we kindly ask you to review the materials and clarify:

1. Whether the combination of Jeton account ownership confirmation, Nexo purchase record dated October 2024, and matching payment method (Visa ****9447) is sufficient to establish the origin of funds used for the May 2025 deposits.
2. If the documents are still not considered sufficient, please clearly specify what exact information remains missing, and whether a Nexo profile or account overview displaying the account holder’s name would be required.

Given the extended duration of this case and the player's documented attempts to obtain additional records from Jeton support, we kindly request a clear and technically feasible final clarification of the remaining requirements.

Thank you in advance for your response.

Dear Maxrusher,

Thank you for providing the additional documentation along with a detailed explanation.

We would like to inform you that all submitted documents are currently under review. In order to ensure a thorough and accurate assessment, the process may take slightly longer than usual. We sincerely apologize for the delay and assure you that we will complete the review as soon as possible and update you promptly.

Thank you for your cooperation and patience.

Kind regards,

BetOnRed Casino

Thank you for your update.

I understand that the review may take longer; however, given that this case has already been ongoing for several months, I kindly ask that the process is completed as soon as possible without any further unnecessary delays.

I will be awaiting your final response.

Thank you.

Dear Maxrusher,

We are contacting you regarding your request.

We’re glad to inform you that your refund has now been successfully initiated. The funds will be returned to your payment account shortly.

We understand that you have been waiting, and we truly appreciate your patience throughout this process.

Please note that you have also received an email with information about your refund, so feel free to check your inbox for confirmation.

Kindly allow some additional time for the processing to be completed. We will keep you updated via email once the refund has been finalized.

Thank you for your understanding and patience.

Kind regards,

BetOnRed Casino

I confirm receipt of the email regarding the refund.

However, I have not received any refund at this time.

As soon as I receive all my funds, totaling €5,011.38, I will immediately notify you and mark the matter as resolved.

Dear BetOnRed Casino,

Thank you for your cooperation and for the update regarding the initiated refund.

Dear Maxrusher,

Thank you for the confirmation. Please keep us updated regarding the status of the refund and let us know once the full amount of €5,011.38 has been received.

We will keep this complaint open until the payment is fully completed and confirmed by the player.

Thank you both for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maxrusher,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora