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Hello

Just a few months ago (September 2025) i tried to withdraw my money from the Casino. When I ordered my withdraw, I get the message from the Casino that my account must be verified before the payout ( I already made 2 successfull withdrawals before with the smaller amount ~800 PLN). And so began my long story with the verification of my casino account. I sent to the Casino over than 20 documents to verify my account (bank statements, salary confirmations, tax declaration, payments for performing social and civic duties etc.) but my account is still not verified. Sometimes I get the messages from the Casino, that they have forwarded my request to their relevant department for review, but there was no more answer from them. Sometimes I get the mesaages that my documents are rejected, or I am receiving messages without any response to the documents I sent, but the messages contains a request to send documents for account verification.

So, now I am therefore asking Casino Guru to help me recover my money back.

I hope you can help me somehow,.

Thank you in advance

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 ciprianook,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the lengthy verification process.

• Do you have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Jean

Hello

1. Yes, I have access to my Casino account
2. I already sent bank statements from different banks, salary confirmations, tax declarations, payments for performing social and civil duties, copy of my credit card.
3. Yes I did, I always sent required documents as soon as possible and in correct format, Casino never sent me any complaints about the incorrect form of any document.
4. I used reload bonus in August 2025.

Thank you in advance for your help.

Kind regards

Thank you very much for your reply, ciprianook.

Could you please clarify how much real money balance is currently in your account?

Please post screenshots of your account's verification page.

Could you please forward all relevant correspondence between you and the casino to jean.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.

Hello

1. My current balance in my casino account is 5 615 PLN.
2. I already posted below screenshots of my account's verification page
3. My correspondation with the casino costumer support is already sent to your mail.

Thank you in advance for your help.

Kind regards

Dear ciprianook

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,

Jean

Dear ciprianook,

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.

Dear ciprianook,

We would like to inform you that the verification of your account is still ongoing, as the requested documents from October 2025 have not yet been provided.

Please note that the current request involves submitting documentation confirming your source of wealth for a period of three months. This requirement is in accordance with our AML policy, which is available at the bottom of our website, and is intended to ensure that the funds used in your account originate from legitimate sources.

In your source of wealth questionnaire, you indicated that your main source of income is casino winnings. Therefore, you may provide screenshots of transaction histories from the respective casino accounts. Additionally, please include supporting screenshots showing the account details.

If you no longer have access to these accounts, we kindly ask you to check your email inbox, as automated emails are typically sent for each withdrawal. Please ensure that the full email is visible, including both the sender’s and recipient’s email addresses.

Furthermore, please provide a bank statement showing the receipt of the casino winnings to confirm that the funds were received.

As your last deposit to your account was made in August 2025, please ensure that the requested documents cover the period from June to August 2025.

You may upload the requested documentation directly to your casino account. If you experience any difficulties during this process, or if the files exceed the permitted upload limits, please send the documents via email to support@bdmbet.com with the subject line "CasinoGuru."

If you have any additional questions or require further assistance in obtaining the necessary documentation, please do not hesitate to contact us.

Kind regards,

BetOnRed Casino

Hello

I already sent required documents via email to support@bdmbet.com with the subject line "CasinoGuru."

The documents include confirmation of my BetOnRed casino winnings - which served as the source of the funds deposited at the BetOnRed casino, as well as a bank statement confirming the receipt of those winnings, to verify that the funds were indeed received.

Withdrawals from BetOnRed Casino were requested on July 2, 2025, and July 30, 2025. The funds reached my account on July 3, 2025, and July 31, 2025, respectively.

Kind regards

Dear ciprianook,

We would like to sincerely apologize for the mistake in our previous communication, where an incorrect email address was provided for document submission.

We have taken into consideration the information you provided regarding your source of wealth, indicating that the funds originated from our casino. However, please note that deposits were made prior to the withdrawal, and the origin of these funds must be verified in accordance with our procedures.

Kindly send the required documentation to our email address at contact@betonred.com. We once again apologize for any inconvenience caused by our earlier error.

Kind regards,

BetOnRed Casino

Hello

I already sent required documents to email address at contact@betonred.com (9th July), but so far I've only received the message shown in the screenshot. It looks like a message sent by a Bot. I have completely no idea what is going on.

Once again I want to explain the sequence of events:

• 2nd July 2025 - I made a successful withdrawal from my BetOnRed account - 1000 PLN
• 30 th July 2025 - I made a successful withdrawal from my BetOnRed account - 800 PLN

After requesting the last withdrawal, my account at BetonRed Casino was left completely empty.

• 18th August 2025 - I made a deposit to BetonRed Casino - 1000 PLN
• 2nd September 2025 - I requested a withdrawal to my bank account - 1500 PLN

After requesting a withdrawal on September 2nd, the Casino asked me to submit numerous documents, including proof of the legitimacy of the funds used for the deposit at BetOnRed Casino. I replied that these funds were part of earlier winnings from the BetOnRed Casino. I sent them numerous documents confirming the withdrawal of funds from BetOnRed Casino, as well as proof that the money had been credited to my bank account, but these documents are being rejected, completely ignored or there is no response from the BetOnRed Casino.

Today is 16th July 2026, and the matter is still in progress.

Kind regards

Dear ciprianook,

Thank you for contacting us regarding your withdrawal request.

As part of our Anti-Money Laundering (AML) verification process, we are required to verify the source of wealth used to fund your casino account. As outlined in our previous email, deposits were made prior to your withdrawal request on our platform, and we must confirm their origin to ensure that the funds come from legitimate sources.

For clarification, your initial deposit was made on 24 February 2025, while your first withdrawal was processed on 3 July 2025. We kindly ask you to provide documentation demonstrating how the original deposit was funded.

If the funds were obtained from winnings on another casino platform, you may provide screenshots from that platform showing your account details, along with evidence of the withdrawal. Alternatively, transaction records or confirmation emails may also be submitted as supporting documentation.

Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards

BetOnRed Casino

Hello

Ok, please let me know, where I should send required documents.

Best regards