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The provider refuses to pay out my balance. After months of smooth processing, I requested a slightly higher payout a week ago. This was/is refused and justified with "verification measures". The verification was simply revoked. After multiple contacts with support and various departments and the submission of various different documents (proof of assets, bank details, etc.), documents were either requested again or rejected without reason.

Der Anbieter verweigert die Auszahlung meines Guthabens. Nach monatelangem, reibungslosem Ablauf hatte ich vor einer Woche eine etwas höhere Auszahlung angefordert. Diese wurde/wird verweigert und mit „Verifizierungsmaßnahmen" begründet. Die Verifizierung wurde einfach aufgehoben. Nach mehrfachem Kontakt mit dem Support und verschiedenen Abteilungen und der Einreichung diverser unterschiedlichster Dokumente (Vermögensnachweis, Bankverbindung, etc…) wurden entweder erneut Dokumente angefordert oder grundlos abgelehnt.

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're facing. To better assist you, could you please clarify the following:

1. Have you completed the full KYC verification process with this casino before?
2. What documents did you submit for verification, and when did you send the last one? Were you able to confirm that all the necessary documents were sent on time and in the correct format?
3. Have any of your documents been approved so far?
4. Did the casino provide any explanation regarding why some of your documents were not accepted, and did they suggest what changes need to be made for them to be considered acceptable?
5. What types of games did you play on the casino platform?

I hope we can help resolve this issue as soon as possible. Thank you in advance for your response.

Best regards,

Veronika

The full KYC verification process was completed months ago. The repeated request for a wide variety of documents is probably closely related to the withdrawal request. In addition, communication takes place via several departments, which repeatedly request the same documents in different orders.

The casino does not give a clear reason for rejecting documents. If an incorrect format was used as an excuse for rejection and I complied with this request, I was then asked for a new document (e.g. proof of inheritance). (I have never received an inheritance in my life).

It's about sports betting.

Der vollständige KYC-Verifizierungsprozess war seit Monaten abgeschlossen. Die erneute Anforderung unterschiedlichster Dokumente hängt vermutlich stark mit dem Auszahlungsantrag zusammen.Zudem erfolgt die Kommunikation über mehrere Abteilungen, die in unterschiedlicher Reihenfolge immer wieder dieselben Dokumente anfordern.

Das Casino gibt keine klare Begründung zur Ablehnung von Dokumenten ab. Falls doch mal ein falsches Format als Vorwand zur Ablehnung gebracht wurde und ich dieser Forderung nachkommgekommen bin, wurde daraufhin wieder ein neues Dokument (z.B. Erbschaftsnachweis) gefordert. (Ich habe in meinem Leben kein Erbe erhalten).

Es geht um Sportwetten.

Good day,

BetonRed continues to refuse payment without reason after further submission of requested documents (format and content as requested).

Thank you for your support!

Guten Tag,

BetonRed verweigert weiterhin grundlos, nach weiterem Einreichen angeforderter Dokumente (Format und Inhalt wie angefordert) die Auszahlung.

Vielen Dank für Ihre Unterstützung!

Could you please specify which additional documents the casino is requesting from you?

When was the last time you submitted these documents for verification?

If possible, please forward me the documents along with all the relevant communication between you and the casino regarding this issue at veronika.f@casino.guru. Thank you for your cooperation.

The verification has now been carried out by BetonRed Casino. The current problem is that the requested payouts are not being carried out by the operator.

Thank you for your support.

Die Verifizierung wurde mittlerweile vom BetonRed Casino durchgeführt. Aktuell ist das Problem, dass die angeforderten Auszahlungen durch den Betreiber nicht durchgeführt werden.

Vielen Dank für Ihre Unterstützung.

Now the verification of Betonred Casino has been revoked again without reason and with a request for documents.

Thank you for your support.

Nun wurde die Verifizierung von Betonred Casino wieder grundlos unter Anforderung von Dokumenten aufgehoben.

vielen Dank für Ihre Unterstützung.

Thank you for your emails. Please understand that it is standard procedure for a casino to request documentation serving as proof of your source of funds/source of wealth during verification. This is to ensure that the money you use for gambling lawfully belongs to you, in compliance with anti-money laundering policies.

Could you please confirm if you are able to provide the casino with the requested documentation?

After further checks, the payments are currently being made again.

Thank you for your support.

Nach weiteren "checks" werden die Auszahlungen aktuell wieder durchgeführt.

Vielen Dank für Ihre Unterstützung.

Thank you for keeping me updated. Have you received any of your winnings yet? How many pending withdrawal requests are currently in your account? If possible, please send me a screenshot of your transaction history.

Dear Karl83,

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.

As already mentioned, the casino made the payouts after several weeks.

Thank you for your support!

Wie bereits erwähnt, hat das Casino nach mehreren Wochen die Auszahlungen durchgeführt.

danke für Ihre Unterstützung!

Dear Karl83,

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,

Veronika Fritz

Casino.Guru