BetOnRed Casino - El jugador no puede acceder al monto del reembolso.

A cashback of €141.53 that is mine, but they won't let me access the account. I want the money, not access to the account.

Cashback de 141,53 € que es mío pero no me dejan acceder a la cuenta. Quiero el dinero no acceder a la cuenta.

Dear albertorgpi10,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why your account was blocked?

Have you received any email from the casino explaining why they decided to close your account? If you have, please forward me the email. My email address is veronika.l@casino.guru.

Could you kindly advise what types of games did you play? Were they slots, live casino games, or did you participate solely in sports betting?

Have you passed the full KYC verification?

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

I don't know why my account was closed. That was what they told me. It was not a communication as such, but rather they communicated it to me via chat.

No sé porque se cerró mi cuenta. Fue lo que me comunicaron. No fue una comunicación como tal si no que me lo comunican por chat

From the chat screenshots you sent me, the live agent advised you to contact email support to receive more information regarding the reason your account was closed. Have you sent any email as suggested? If your account was closed due to a breach of terms and conditions, I'm afraid you won't be eligible for any cashback.

I didn't communicate with anyone. I didn't break anything

No me comunique con nadie. No incumplí nada

I apologize, but as your account has been blocked by the casino, you are not eligible for a cashback bonus. Cashbacks usually come with wagering requirements, which you would be unable to meet as you no longer have access to your account for playing. If there were no real money in your account when it was closed, we cannot provide any assistance. Therefore, can you please let us know what the balance in your account was when the casino blocked you?

0. It is a Cashback. My account is blocked but they keep sending me advertising

0. Es un Cashback. Tiene bloqueada mi cuenta pero me siguen enviando publicidad

Thank you for your response. As I mentioned earlier, since your account is blocked, you are not eligible to receive a cashback bonus. It's important to note that promotional emails are often sent to all registered email addresses in the casino. If you wish to unsubscribe, you can do so in the email footer or report the advertisements as spam.

Since the amount in your account was zero at the time of the closure, we are unable to assist you. This complaint will now be closed. Thank you for your understanding, and we apologize for not being able to help you any further. Please feel free to reach out if you encounter any issues with this or any other casino in the future.