BetOnRed Casino - Cuenta del jugador cerrada con retiro pendiente.

Yesterday, I withdrew €2000. I've been a customer for over 6 months, and I play a lot. Everything has always been fine; they send me my money. Today, I contacted casino support to ask how long it will take for the money to arrive. They told me it’s already on the way but that bank transfers take longer (I usually withdraw using a card). I wanted to withdraw using my card, but I lost it and had to request a new one. One hour after speaking with support, I tried to log in, but it wouldn't let me. I received an email from Bet OnRed saying my account had been closed for my well-being without mentioning my €2000. I asked them about it, and they sent an email saying I need to provide photos of my cards, but I don't have them because they're lost. I sent them my payslip, ID, and payment account proof. They told me I need to verify my account for them to send the €2000. I believe that with all the data I provided, it should be enough, right? Please help me, boss. 😭

Ayer le sace 2000e los retiro solicito que soy cliente de ellos de mas de 6meses y juego mucho siempre todo bien me envian mi dinero y hoy ablo con el sporte del casino para preguntar en cuanto tiempo llegaran y me dicen que ya stan en camino que con transferecia bankaria tarda mas (de normal saco con tarjeta) queria sacar con tarjeta pero me l'as perdi y pedi nuevas, 1h despues de aver ablado con el soporte intento conectarme no me deja y recibo ese email de bet onred que me an cerado la cuenta para mi bienestar sin avlar de mis 2000e les pregunte me enviaron email que tengo que tener photo de tarjetas pero no las tengo porque perdudas no se que acer les envie nomina mia dni mio justificante de cuenta de pago mendicen que tengo que verificar mi cuenta pa que me envient los 2000e creo que conn todo esos datoqya les vale no (?porfavor ayudenme jefe 😭

Dear nahuelbely5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that 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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear nahuelbely5,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.