BetOnRed Casino - La retirada del jugador se ha retrasado.

I've been trying to withdraw the money I have in my Betonred account for two months.

I've sent them the requested documentation: bank statement, invoices, ID... and they've rejected it. The excuse they give me is that the documents aren't valid and that I should send them unedited.

All the documentation I've sent you is legal and unedited. They're originals downloaded from the bank's app.

I've sent you a video of my bank account to prove that the amounts on my bank statement and invoices are not edited and that the account is in my name.

They don't accept the documents because they don't want to pay me and I feel DECEIVED.

I don't recommend anyone opening an account with Betonred if they don't want to lose their money.

Betonred is SCAMMING me and has kept my money.

Llevo dos meses intentando retirar el dinero que tengo en mi cuenta de Betonred.

Les he enviado la documentación que me solicitan: extracto bancario, facturas, DNI....y me lo rechazan. La excusa que me dan es que los documentos no son válidos y que los envíe sin editar.

Toda la documentación que les he enviado es legal, sin editar. Son originales descargados de la aplicación del banco.

Les he enviado un video de mi cuenta bancaria para demostrarles que las cantidades de mi extracto bancario y de mis facturas no están editadas y que la cuenta está a mi nombre.

No aceptan los documentos porque no quieren pagarme y me siento ENGAÑADO.

No recomiendo a nadie que se abra una cuenta en Betonred, si no quiere perder su dinero.

Betonred me está ENGAÑANDO y se ha quedado mi dinero.

Dear 11Juanjo,

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 the casino hasn't approved any of your documents?
• Have you provided all the required documents 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,

Kristina

Dear Cristina.

Thank you and CASINO GURU for letting me post my complaint. I feel helpless and no one is helping me resolve my problem.

Last night I wrote to Betonred again via chat to ask for an explanation as to why they won't accept my documents, even though they are original documents, downloaded from my bank's app, in PDF format, and of course they are NOT edited, and each time they come up with a different excuse. Last night they told me that the documents were very old. It's incredible that they're telling me that because the documents were downloaded yesterday.

I also ask them via chat why they don't watch the videos I've emailed them to prove that all the documentation I've sent them is accurate, and they only reply that they don't have access to those videos, that only those responsible for verifying the accounts can see them.

Thank you again and I hope you can help me solve my problem because I feel cheated by Betonred.

All the best.

Juanjo.

Estimada Cristina.

Gracias a ti y gracias a CASINO GURU por dejarme publicar mi queja. Me siento indefenso y nadie me ayuda a resolver mi problema.

Anoche volví a escribir por el chat a Betonred para que me den una explicación de por qué no aceptan mi documentación, si son documentos originales, descargados de la aplicación de mi banco, en formato PDF y por supuesto que NO están editados y cada vez se inventan una excusa diferente....anoche me decían que los documentos eran muy antiguos....increíble que me digan eso porque los documentos eran descargados de ayer.

También les pregunto por el chat que por qué no ven los videos que les he enviado por correo electrónico para demostrarles que toda la documentación que les envío es correcta y sólo me responden que ellos no tienen acceso a esos videos, que sólo los pueden ver los responsables de verificar las cuentas.

Te doy las gracias de nuevo y espero que puedas ayudarme a resolver mi problema porque me siento engañado por Betonred.

Un saludo.

Juanjo.

Thank you very much for your reply, 11Juanjo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Cristina.

I just sent you an email with all the documentation I sent to BETONRED.

Once again I thank you and Casino Guru for helping me.

All the best.

Juanjo.

Hola Cristina.

Te acabo de enviar un correo electrónico con toda la documentación que he enviado a BETONRED.

Una vez más te doy las gracias a ti y a Casino Guru por ayudarme.

Un saludo.

Juanjo.