BetOnRed Casino - El retiro de 5000 € del jugador se retrasa debido a KYC.

Good evening, I have had an account with Bet On Red since 24/2/2024. All these months, I have been using the casino normally, both for deposits and withdrawals. On 24/6, I won over €5000 and requested a withdrawal, which was canceled due to a KYC verification requirement. I have submitted all the necessary legal documents to verify my identity. More than 24 hours have passed, and support keeps reassuring me, stating that there is a heavy workload. I am very suspicious and believe they are delaying in order to find ways to avoid paying out my funds. I am looking forward to your advice.

Καλησπέρα σας, έχω λογαριασμό στην bet on red από τις 24-2-2024 όλους αυτούς τους μήνες η χρήση του καζίνο γίνεται κανονικά και σε θέμα καταθέσεων και σε θέμα αναλήψεων. Στις 24/6 κέρδισα το ποσό των 5000+ ευρώ και ζήτησα ανάληψη, ακυρώθηκαν λόγω απαίτησης ταυτοποίησης KYC. Έχω στείλει όλα τα νόμιμα έγγραφα που αποδεικνύουν την ταυτοποίηση μου, έχουν παρέλθει οι 24 ώρες και η υποστήριξη με καθησυχάζει συνεχώς λέγοντας μου ότι υοαρχει μεγάλο φορτίο εργασίας. Είμαι πολύ καχύποπτος και θεωρώ ότι καθυστερούν ψάχνοντας τρόπους να αποφύγουν να μου πληρώσουν τα κεφάλαια μου. Περιμένω τις συμβουλές σας

Dear Dion24, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Veronika

I have sent all the requested documents, such as the two sides of my card, my latest account statement as well as the confirmation from the bank that the account is legally used by me

Έχω στείλει όλα τα ζητούμενα έγγραφα, όπως οι δύο όψεις της κάρτας μου, το τελευταίο statement του λογαριασμού μου καθώς και επιπλέον την βεβαίωση από την τράπεζα ότι ο λογαριασμός χρησιμοποιείται νόμιμα από εμένα τον ίδιο

I need your help urgently people are making fun of me to my face

Χρειάζομαι επειγόντως την βοήθεια σας οι άνθρωποι με κοροϊδεύουν κατάμουτρα

As mentioned in my previous message, the verification process might take several working days. It is important to remain patient and follow the instructions provided by the KYC team. Have you received any updates regarding your verification? Have any of your documents been approved, or are you encountering any difficulties?

Dear Dion24,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.