BetOnRed Casino - El depósito del jugador permanece sin acreditar.

On 12/12/2024, I deposited €50, and today, 12/29, I still haven't received anything. I contact them every day, but no one helps me.

Am 12.12.2024 habe 50€ eingezahlt und heute 29.12 noch nichts bekommen ich schreib jeden Tag mit denen aber keine hilft mit

Dear Valdet,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?

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

Best regards,

Petronela 

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Valdet,

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.

Dear petronela it was not first deposit

Liebe petronela es war nicht erste Einzahlung

Hi Valdet,

I’m sorry to hear that there hasn’t been any progress since December 12, 2024. To help us move forward, could you please share your bank statement highlighting the deposit? The statement should cover the period from the day of the deposit up until now, showing that the funds were deducted from your account without being refunded.

Please send the document to petronela.k@casino.guru.

Thank you for your cooperation, and I look forward to your response.

Dear Valdet,

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 to 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.