BetOnRed Casino - Гравець стикається із затримками виведення через проблеми з перевіркою облікового запису.

I have had an account at Betonred since April 2023. Since then I have made many deposits and withdrawals. In the past I never had any problems and everything functioned properly. But recently Betonred has changed for the worse.

My account was verified a long time ago. They asked me to send in proof of address and ID which were accepted. Since my last successful withdrawal in 2023 I made 12 deposits, all of which I lost until the last one where I actually won €5825.57. When I tried to withdraw is when the problems began. My account which had long been verified suddenly became unverified. Since then Betonred has asked for documents which are refused despite being exactly what they asked for. As a result my last deposit and winnings are stuck on the site. This is the reason for my complaint.

Betonred demanded that I send in a selfie holding my ID in one hand and the current date in the other. I complied and sent this in. It was accepted. After that I was asked to send in a proof of deposit. In their email they asked for me to send a screenshot of my Bitcoin wallet which I used for the deposit. The screenshot was supposed to show the payment visible with the txid, date, time and amount. I sent them two proofs. In my first proof was displayed the date, time, amount and both the sender and recipient Bitcoin address. In my second proof, I took a screenshot of the page showing every conceivable detail of the transaction including the txid, hash and a several rows of extra data. My proofs were clear and not only provided deposit information requested but also much more data regarding the deposit. It was rejected and they sent me an email asking for exactly the same information which I had already sent.

There is no reason for Betonred to have refused my proof of deposit. I am happy to share all the screenshots of my proofs and Betonred's emails with Casino Guru privately if necessary. Betonred are using their verification system abusively. They offer no explanation of why the document is refused but just ask for exactly the same item that I previously sent without any acknowledgement that they already received it. It is abusive for two reasons. First, they did not ask for any verification when Î made my last 11 deposits which were for considerable amounts which I lost. Secondly, even when they receive exactly what they have asked for they refuse it without explanation. If a casino only uses verification when a player wins, that shows that it is not being done for compliance or AML reasons, but selectively to delay cashouts. What confirms Betonred's abusive practice is that even when the player complies with Betonred's excessive requests and sends them the sensitive, private information that they asked for it is still refused without explanation. It seems that they do not want the player to verify their account when there is a large enough balance on it.

I hope that Betonred are able to read and resolve this. I have played at the website for a long time and used to enjoy it. It had a great selection of games and solid support. It is disappointing that Betonred seems to have changed so much. I hope that it can change back for the better and become the excellent casino that it used to be.

Dear Lilianacosta,

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.

• Did the casino ask you for a particular deposit transaction to be found on the documents?
• Could you please share 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I understand and agree that a casino needs to verify their customers identity. I have no problem with a casino using this procedure to make sure that their customers are who they say they are. They need to protect themselves and their customers. But there are clearly times when a casino uses this procedure in bad faith to justify delays and nonpayments. I believe that this is one of those times.

Yes, Betonred did ask for the details of a particular deposit to be shown. I sent this to them. I have emailed you a screenshot of their rejection email where they state the transaction that needs to be shown. I also included the proofs of deposit that I sent Betonred and were rejected. These proofs are screenshots of two different pages, the first showing the transaction straight from my crypto wallet's history and the second showing a detailed breakdown of that transaction. All the details that they asked for and more are available in those two proofs that I sent them. But still they reject the documents and then ask me to send the same thing again. I have already verified my identity in several ways at this casino.

Thank you very much, Lilianacosta, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Lilianacosta,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite BetOnRed Casino representative to join this conversation.

Dear BetOnRed Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello, dear all!

Dear Lilianacosta, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We understand that verification is not the most pleasant procedure, it can take time and unfortunately sometimes more than expected. While checking your account, we noticed that a screenshot of a deposit confirmation from your crypto wallet was requested.

However, the payment amount in the uploaded document does not match the amount you deposited, so we can't identify the payment. Could you please clarify that?

Thank you in advance for your cooperation and understanding.

Best regards,

BetOnRed Team.