BetOnRed Casino - El jugador enfrenta un proceso de retiro retrasado.

I've been waiting for 17 days for them to release my withdrawal and nothing. They just keep saying that it's supposedly "escalated" and they don't have a response and that I should wait, and so on for 17 days. And it's been escalated for 15 days, so this is a scam and a joke.

LLevo 17 dias esperando para que me den mi retiro y nada, solo dan largas de que esta supuestamente "escalado" y no tienen respuesta y que espere y asi 17 dias, y lleva escalado uno 15 asi que esto es una estafa y un cachondeo.

Dear 614HeroJay,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Have you made any successful withdrawals before?

-No, it's the first time I've used the page.

Could you confirm that you have passed the KYC verification?

-Yes, I have passed it.

Did you accumulate your winnings with or without an active bonus?

-No bonus

-I just sent you all the conversations by email to the email you provided. Thank you very much, Dominika. The subject of the email I sent you is "BetOnRed Casino - Player is facing a delayed withdrawal process."

¿Has realizado algún retiro exitoso anteriormente?

-No, es la primera vez que uso la pagina

¿Podrías confirmar que has pasado la verificación KYC?

-Si, la he pasado.

¿Acumulaste tus ganancias con o sin bono activo?

-Sin bono

-Acabo de enviarte todas las conversaciones por correo al correo que me has facilitado, muchas gracias dominika, el asunto del correo que te he enviado es "BetOnRed Casino - El jugador enfrenta un proceso de retiro retrasado."

Hello?

Hola?

Dear 614HeroJay, did you play casino games or did you place sports bets?

Have they informed you what the additional verification on your account is about?

Have they given you any update regarding this verification?

-Sports betting.

-Verification has already been done and confirmed since day 1. Before you can request a withdrawal, you are asked to verify your account.

- And they don't give me any updates on anything. Every time I talk to support through the website, they tell me the withdrawal is escalated and that it's in another department and that I have to wait. This has been going on for more than 20 days now. It's a disgrace. They just keep putting me off.

-Apuestas deportivas.

-La verificación ya la tengo hecha y confirmada desde el día 1, antes de poder solicitar un retiro te piden realizar la verificación de la cuenta.

- Y no me dan ninguna actualización de nada, cada vez que hablo con soporte a través de la página me dicen que el retiro está escalado y que está en otro departamento y que tengo que esperar, así más de 20 días ya, una vergüenza, solo me dan largas.

This is what everyone on the support team always says through the website, everyone. And they're over 29 days late, and according to them, it's been escalating for over 25 days, and nothing. It's a complete scam. It's supposed to be a "safe" casino, and they've been delayed for a month, making excuses. It doesn't matter who I talk to, whether it's Spanish or English support, they all say the same thing, same response. They're like bots.

Esto es lo que ponen siempre todos los de soporte a traves del soporte de la web, todos. Y van mas de 29 dias de retraso y lleva escalado segun ellos desde hace mas de 25 dias y nada, una estafa completamente, se supone que es un casino "seguro" y llevan 1 mes de retraso dando excusas. Da igual con quien hable, si con soporte español o ingles, todos lo mismo, misma respuesta, son como bots.

Dear 614HeroJay, has the casino informed you how long this additional review is expected to take?

No, just wait, I started the withdrawal on April 2nd and since the 4th or 5th when I started complaining to support and they escalated the case, they just tell me to wait and it's already 33 days late, more than 1 month of "additional review" is not normal, I think it's a lie and they are not reviewing anything.

No, solo que espere, inicie la retirada el 2 de abril y desde el 4 o 5 que empezé a quejarme a soporte y escalaron el caso solo me dicen que espere y ya van 33 días de retraso, no es normal más de 1 mes de "revisión adicional", yo creo que es mentira y no están revisando nada.

Thank you very much, 614HeroJay, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear 614HeroJay,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetOnRed Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello!

We would like to inform that the withdrawal has been delayed due to an ongoing review, which is a standard procedure designed to maintain the security and regulatory compliance of our platform.

We understand that this delay may be frustrating, and we sincerely apologise for the inconvenience caused. Please be assured that our team is working diligently to expedite the review process and finalise it as quickly as possible.

We genuinely appreciate your patience and understanding during this time.

Best regards,

BetOnRed Casino

Dear 614HeroJay, it is indeed a standard procedure. Hopefully it will be finished soon. We appreciate your patience.

Dear BetOnRed Team, thank you for the response. Is there anything the player can do to expedite the process even more? Provide some additional documents perhaps? Please let us know when the process is done. Thank you

Hello!

Upon further review, we would like to inform you that the account has been closed and the winnings confiscated.

Additionally, we have sent an email containing the relevant proof to Martina.

Kindly review it at your earliest convenience and let us know if any further clarification is required.

12.1. The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Best regards,

BetOnRed Casino

Dear 614HeroJay,

after a closer investigation and clarification from casino it came to light, that the issue in your complaint was purely sports betting related. Casino had a valid reasons to close your account and unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.