BetOnRed Casino - El jugador no puede completar la identificación para el retiro.

Problems with identification to withdraw money.

To upload the front and back of my documentation the camera works perfectly.

To do SELFIE verification, it doesn't open the camera and I have all the camera permissions ACTIVE.

Since I cannot be verified in the proper manner, I cannot withdraw my money.

The live chat they offer is a chatBOT.

My account is currently active. I log in using my Android phone.

I have screenshots of all the deposit transactions, betting history, wallet, and more.

I need solutions, thank you.

Problemas con la identificacion para poder retirar el dinero.

Para subir anverso y reverso de mi documentacion la camara funciona perfectamente.

Para hacer verificacion SELFIE no me abre la camara y tengo todos los permisos de camara ACTIVOS.

Al no poder verificarme de la manera que procede no puedo retirar mi dinero.

El live chat que ofrecen es un chatBOT.

Actualmente mi cuenta esta activa. Entro por mi movil con sistema Android.

Poseo capturas de pantalla de todos los movimientos realizados de depositos, de historial de apuestas , monedero y mas.

Necesito Soluciones , gracias.

Hello,

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.

• Could you please describe the process of how the casino asked you to verify your identity?
• Have you tried using a different device to take the necessary photos?
• Have you contacted casino support and asked for alternative ways for you to provide the documents required for verification?
• Which documents does the casino request? Which one were you able to supply and which you weren't?
• Could you please share with me your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pmartinez1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas