BetOnRed Casino - Акаунт гравця заблоковано, а зняття коштів відкладено.

Dear CasinoGuru Team,

I am urgently seeking your assistance with an issue at Bet On Red Casino.

On July 4, my account was locked without warning after I deposited €2,550 via credit card. I discovered the lock when I tried to log in to check my withdrawal. Since then, I have only received automated responses and no specific resolution.

My account is fully verified, including my credit card ownership. I submitted all required documents and information. The casino has provided no explanation for the suspension or delay in processing my withdrawal.

I urgently request your mediation to retrieve my deposited amount and any potential winnings. This situation is extremely stressful, and I feel unjustly treated by Bet On Red Casino.

My Withdrawal of 2400€ is now since 29.06.2024 pending.

Deposited Amount Fully Wagered: Yes, as mentioned in the T&C

Bonus: No i havent used any Bonus

Account creation: June 23 2024

Games Played: Casino Slots

Thank you for your support.

Best regards,

Dear Stratton,

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 received any justification for account closure from the casino?
• Has the casino informed you about the status of your withdrawal since your account has been blocked?
• Could you please share your interaction with casino support when trying to resolve 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Have you received any justification for account closure from the casino?

No i havent recieved anything offical Like an Email that says my Account ist blocked due to that reason.

Has the casino informed you about the status of your withdrawal since your account has been blocked?

They keep sayin its processing and still being Check been 3 weeks now

I göt No Email Interactions only livechat

Was your deposit of 2550€ a single and only deposit in the casino, please?

Could you please post a screenshot of the error that appears when you attempt to log into your player's account?

I have now received a reason for the account closure.

I have paid

1x 2000€

1x250€

3x90€

2x20€

2560€

This happens when I log in

Ich habe nun ein Begründung für die Kontoschließung erhalten.

Ich habe eingezahlt

1x 2000€

1x 250€

3x 90€

2x 20€

2560€

Das passiert wenn ich mich anmelde

Thank you very much, Stratton, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, Stratton,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear BetOnRed Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and disputed funds confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello, dear all!

Thank you for reaching out to us regarding this issue.

Dear Stratton, we are sorry that your account was closed and your winnings were confiscated, however we discovered dishonest behavior on your part, which resulted in a violation of our rules. Therefore, your account has been closed in accordance with the terms and conditions clause 12.1.

 "The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers; chargeback transactions with a credit card; or denial of some payments made; creating two or more accounts; other types of cheating; or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player; delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements; leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play; using strategies that take advantage of any software bug or failure."

Dear Branislav, we have contacted you via email, sending the necessary evidence.

Best regards,

BetOnRed Team.

Dear Branislav,

While awaiting the casino's response, here is the requested information:

1. Deposit Dates and Times:

- 23.06.2024: 2000€, 250€, and 20€

- 24.06.2025: 90€x2

- 05.07.2024: 90€ and 20€

- Additionally, on 05.07.2024, there were three unauthorized transactions of 90€ each, which I reported to the casino. These amounts were subsequently refunded by the casino.

2. Accumulation of Disputed Winnings:

- The majority of the disputed winnings came from the deposits made on 23.06.2024, specifically the 2000€ and 250€ deposits.

3. Received Funds:

- I have not received any funds from the casino except for the refunds related to the three unauthorized transactions of 90€ each on 05.07.2024.

4. Reversed Transactions/Chargebacks:

- I did not request any chargebacks or reversed transactions.

- From this complaint, I hope to recover the 2400€ that were pending withdrawal.

5. Additional Details:

- Could you please clarify what specific details you believe are missing or incomplete? I want to ensure that I provide all the necessary information to resolve this matter accurately.

I trust this provides a clear and complete picture of my situation.

Best regards,

Stratton

Wagering the Deposits:

I confirm that I fully wagered the deposits at least once, meeting the wagering requirements.

Chargebacks:

Yes, the chargebacks have been initiated but are not yet resolved. I took this action because I received automated messages from the casino indicating that my money was gone. After being banned from the casino, I felt I had no other option but to request chargebacks.

Regulator Complaint:

I believe I have the right to complain to the regulator about the casino's behavior, especially given the automated messages and the subsequent ban. Isn't this exactly what the regulator is for? Your question at the end, "are you seriously kidding?" suggests a dismissive tone, which makes me concerned about how seriously my complaint is being taken.

Depositing More Money:

I don't see why adding more money into the casino should be a problem. Since when has depositing more funds become an issue? I do not need a specific reason to add more money into the casino as long as I am following the rules and terms set by the casino.

Withdrawal Resolution:

If I receive my withdrawal of 2,400 €, there would be no reason for the chargebacks, and I would instantly resolve and cancel them from my side

Bank Statement fom June to July **1194

Was sent to your email. Branislav

Thank you for the additional information, Stratton, and for the email with the bank statement as well. And, I am sorry for the delay.

Yes, you have the right to complain to the regulator. However, at such a point, I can close the case with a note "waiting for regulator decision", and simply wait until the regulator makes its final decision regarding the case.

As for the tone and seriousness - if you requested a chargeback (which means a serious breach of the casino's rules), which was very likely successful because the casino confirmed it, how can your insisting on a withdrawal of almost the same amount be taken seriously? How can the casino be sure you cancel chargebacks if they would pay your balance?

As for the bank statement - I can see that it shows reverted payments for the previous month. Can you please provide me with the same bank statement, but for August 2024 if possible?

Feel free to use the same email address to share the bank statement (branislav.b@casino.guru).

Dear Stratton,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the regulator's final decision in the user's favour or the requested document will be necessary.

Thank you very much, BetOnRed Casino Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru