BetOnRed Casino - La cuenta del jugador se cerró después de establecer una solicitud de retiro.

Dear Casino Guru Team, I am simply at my wits' end.

I deposited 100€ into this casino and won 650€, leaving me with 750€ in my account. When the time came to withdraw my funds, I tried to verify my account online, but weirdly, it didn't work. I then contacted the support team with my documents, but they subsequently closed my account without any explanation and all my winnings were cancelled. I've been trying to reach someone from the support team for a week now, but I have not received any response. Unfortunately, I also haven't received any assistance from the live support team for my issue. I hope you all can help me.

Liebes Casino Guru Team, ich bin wirklich einfach nur mehr verzweifelt.

Ich habe 100€ in diesem Casino einbezahlt und 650€ gewonnen, somit hatte ich 750€ auf meinem Konto. Als es zur Auszahlung kam, wollte ich Online die Verifizierung machen, welche komischerweise nicht funktioniert hat. Danach habe ich den Support kontaktiert mit meinen Unterlagen, daraufhin wurde mein Konto ohne Begründungen geschlossen und alle Gewinne storniert. Nun versuche ich seit einer Woche jemanden vom Support zu erreichen, jedoch bekomme ich keine Antwort. Auch im Live Support bekomme ich leider keine Unterstützung für mein Problem. Ich hoffe ihr könnt mir helfen.

Dear biwi31,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetOnRed Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

Dear biwi31,

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.

Thanks for your message, we'll continue your complaint here.

In order to continue, please reply to my questions here:

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I'll await your reply.

Dear biwi31,

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.