BetOnRed Casino - Los retiros de los jugadores se retrasan y la cuenta se cierra.

Hello dear Casino Guru Team,

In my case it's about me waiting for several payouts: once 800€, once 200€ and once 80€.

The €800 was once again added to the casino balance because my withdrawal details were apparently incorrect. I checked everything and it worked.

I haven't heard anything more about the €80 and after the last payout of €200 my account was deactivated and I was accused of having requested account closure, which I didn't do. I was told in an email that my account was being reviewed and that the decision had been made based on my communication history but I don't know what the reason could be.

I would just like to receive my money totaling 1180€ after that the story is over for me with the casino

Best regards

Luke

Hallo liebes Casino Guru Team,

und zwar geht es bei mir darum das ich auf mehrere Auszahlungen warte einmal 800€ einmal 200€ und einmal 80€.

Die 800€ kamen einmal wieder auf das Casino Guthaben da angeblich meine Daten zur Auszahlung nicht gestimmt hat, was geprüft wurden ist von mir es hat alles hingehauen.

Von den 80€ höre ich gar nichts mehr und nach der letzten Auszahlung von 200€ wurde mein Konto deaktiviert wo mir unterstellst wurde das ich eine Anfrage zur Kontoschließung gestellt habe was ich nicht getan habe, mir wurde in einer Email erzählt das mein Konto überprüft wurde und durch meine Kommunikationsgeschichte die Entscheidung fest steht aber ich wüsste nicht was der Grund sein soll.

Ich würde gerne einfach nur mein Geld insgesamt 1180€ erhalten danach ist die Geschichte für mich durch mit dem Casino

Liebe Grüße

Lukas

Dear Tower,

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.

• Have you requested records of your previous communication from the casino?
• 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 the help of a bonus?
• Have you completed the account verification of your account?
• Could you please share with me your communication with the casino? 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 very much in advance for your reply.

Best regards,

Tomas

Dear Tower,

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.

Hello and sorry for my late reply, I was hoping to be able to sort it out on my own.

I have to correct 2 things, it's about 1080 euros in total (800€, 200€, 80€ all individual payments that I have not received)

And in your summary you understood that €200 was paid out, which unfortunately is not the case. I am still waiting for each and every one.

Now they are claiming that the money cannot be transferred to my bank account and I am being asked to provide a different bank account, which I do not have; I only have one bank account.

Hallo und entschuldigen sie meine späte Antwort, ich habe Hoffnung gehabt es selbständig klären zu können noch.

Ich muss 2 Sachen korrigieren es geht um 1080 Euro insgesamt ( 800€, 200€, 80€ alles einzelne Auszahlungen die ich nicht erhalten habe)

Und in ihrer zusammenfassung haben sie verstanden das 200€ ausgezahlt wurden was leider nicht der Fall ist ich warte auf jeden einzelne immer noch.

Jetzt wird behauptet das Geld könne nicht auf mein Bankkonto überwiesen werden und ich werde dazu aufgefordert ein anderes Bankkonto anzugeben, was ich aber nicht besitze ich habe nur ein einziges Bankkonto.

Thanks for your reply.

Is the bank account a regular basic bank account provided by your bank? (not a savings account or a similar product)

Has the casino offered any alternative payment methods, such as e-wallets, for you to withdraw your winnings?

If the issue persists, please share with me your recent communication with casino support discussing the issue. I apologize for the inconvenience.

My email is tomas@casino.guru

I'll await your reply.

Dear Tower,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru