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Good day,

I have lost several thousand Euros at Betonred Casino, but what bothers me most is that I am continuously deceived by their deposit system. Every time I deposit a large amount of money, I always find that 100 or 50 Euro are missing from my player’s account. I am forced to engage in hours-long disputes with an automated chatbot, and all I ever receive are empty promises. They assure me that my money isn't missing, but is still being processed due to a mistake on their part. This occurs even though I make immediate deposits (eps) as always, and the money has been deducted from my account instantly. Now, I have been waiting for a week for the last 40 Euros that has been taken from me without any explanation. To date, I have not received an email, an explanation, or even an apology. At this point, I would like to demand compensation for all my losses as I have never before experienced such insolence and fraud as I have at Betonred Casino. I am yet to receive any refunds for the money that did not arrive instantly into my player's account, despite their constant assurances of resolution. I have never received a response to a single email and the discussions with the chat robot lead nowhere. I am pleading for your help and support in this matter. Here's hoping for a swift reply from you. Regards,

Guten Tag

Ich habe bei diese Betonred Casino schon mehrere tausend Euro verloren aber was mich am meisten stört das sie mich immer wieder betrügen bei Einzahlungen, immer wieder wenn ich so viel Geld einzahle fehlt mir immer auf dem Spieler Konto entweder 100 oder 50 und Stunden lang diskutieren muß ich mit Chat Roboter und immer wieder leere Versprechungen das das Geld nicht verloren wird sondern noch immer in Bearbeitung ist weil es ihnen eine Fehler unterlaufen ist obwohl ich genau wie immer per sofort Einzahlung(eps) mache und es sofort von meinem Konto abgebucht wurde. Jetzt warte ich schon seit eine Woche auf die letzte 40 Eu die sie mir gestohlen haben und bis heute habe ich weder einen Email erhalten weder eine Erklärung noch weniger eine Entschuldigung. Am liebsten will ich jetzt meine komplette Verluste zurück fordern weil ich noch nie in meinem Leben so eine Frechheit und Betrug wie bei Betonred Casino gesehen und erlebt habe. Ich habe bis jetzt niemals etwas was nicht sofort auf dem Spieler Konto angekommen ist zurück bekommen, die haben mich immer nur getröstet Wochen lang und dann ist es einfach nur vergessen, auf eine Email habe ich bis jetzt niemals eine Antwort bekommen und mit dem Chat Roboter geht es einfach nicht weiter. Ich bitte um eure Hilfe und Unterstützung. Hoffe auf eine schnelle Antwort von Ihnen. Mfg

Dear daniela27042006,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

Please understand we won't ask for any compensation on your behalf for funds that were played and lost.

• Could you please clarify if any other previous deposits weren't credited to your casino account or provide an example of a deposit that wasn't credited in full?

Best regards,

Tomas

Dear Tomas

So I'm not surprised that the last 40 Euro has suddenly been credited to my player account, and that it no longer says pending in the history but accepted. So I spent a week arguing with chat robots and was always told to wait and nothing happened until now when I turned to Guru for help. How many times have I written emails and never received a reply from you? How many times have I explained that my payment provider had nothing to do with it because it is clear that the money was immediately debited from my account? How many times have I sent you proof? Luckily I took screenshots straight away and collected all the evidence so that you cannot later say that it is not true. So take a look at the screenshots from yesterday, where I wrote to Guru what was in my player profile under history (pending) and now all of a sudden it is accepted and 40 Euro is in my account to play with 😡so???? Then please look at my profile how much 100 and 200 and 50 is still under (pending) and since when????? And nothing has ever been done. So I was scammed. Unfortunately I didn't know about Guru at the time but this time I searched on google for answers to your casino and then I became aware of Guru. During my last conversation a few days ago I even said in a conversation with a chat robot that I would contact Guru and yet they haven't done anything, I was told I just had to wait. So???? And now all of a sudden a miracle has happened, right?😡???? So please look carefully at my profile how much money is still under (pending), 200 euros, several 100 euros, several 50 euros, and how has it never been done before? I can't download all the screenshots as proof but you can see them in my profile, but I can only tell you one thing, I'm going to gamble away the 40 euros that I got back into my account thanks to Guru and I'll never deposit a cent with you again. If you look at my history you'll see why and how many thousands of euros I've lost so far and how many 100s and 200s and 50s have been stolen and are still outstanding. So I advise all players never to play at Casino Betonred. Best regards

Lieber Tomas

Wie so bin ich nicht überrascht das es jetzt auf einmal sofort auf meinem Spieler Konto diese letzte 40 Eu eingegangen ist, und das nicht mehr im Verlauf steht austehend sondern angenommen, also eine Woche lang diskutiere ich mit Chat Roboter und wurde immer nur getröstet abzuwarten und nichts ist passiert bis jetzt wo ich mich an Guru gewendet habe um hilfe. Wie oft habe ich Emails geschrieben und niemals eine Antwort bekommen von euch? Wie oft habe ich erklärt das mein zahlungsanbieter nichts damit zu tun hat weil es sichtbar ist das das Geld sofort von Konto abgebucht wurde? Wie oft habe ich Ihnen Beweis geschickt?Zum Glück mache ich sofort Screenshots und sammelte alle Beweise damit sie nicht nachher sagen können das es nicht stimmt. Also schauen sie sich Screenshots von gestern an, wo ich an Guru geschrieben habe was in meinem spieler Profil unter verlauf gestanden ist (austehend) und jetzt auf einmal ist angenommen und 40 Eu auf Konto zum spielen 😡also???? Dann schauen sie bitte in meinen Profil wie viel 100 und 200 und 50 steht noch immer unter (austehende) und seit wann????? Und es wurde niemals etwas erledigt. Also wurde ich betrogen. Nur leider habe ich damals nicht von Guru gewusst aber dieses mal habe ich dann im google gesucht über ihren Casino antworten und bin dann auf Guru aufmerksam geworden. Bei meinem letzten Gespräch vor paar Tagen habe ich sogar im Gespräch mit Chat Roboter gesagt das ich mich an Guru wenden werde und dennoch haben sie nichts erledigt sondern wurde mir gesagt ich müsste einfach nur warten. Also???? Und jetzt auf einmal ist ein Wunder passiert oder😡???? Also bitte schauen sie genau in meinem Profil wie viel Geld noch bei (austehend) stehen, 200 Euro,mehrere 100 Euro ,mehrere 50 Euro, und wie so ist es bisher nie erledigt? Ich kann jetzt hier nicht runter laden die ganzen Screenshots als Beweis aber sie können selbst in meinem Profil sehen, aber ich kann ihnen nur eines sagen, ich werde jetzt die 40 Eu was ich dank Guru jetzt auf einmal auf Konto zurück bekommen habe, verspielen und werde nie wieder bei Ihnen nicht mal einen Cent einzahlen. Wenn Sie meinen Verlauf anschauen werden sie sehen warum und wie viele tausende von Euro ich bisher verloren habe und wie viele 100 und 200 und 50 gestohlen worden sind und noch immer unter austehend stehen. Also ich rate allen Spielern Casino Betonred niemals zu spielen. Mfg

Thanks for your reply.

I am glad your 40€ were found, and credited to your casino balance.

Could you please provide more details regarding the other missing deposits? Share screenshots of your transaction history in the complaint thread, or send them to my email at tomas@casino.guru

I'll wait for your reply.

Thank you very much, daniela27042006, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 daniela27042006,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I can agree with you that it is expected that once you deposit money it should be reflected in your casino account instantly, however, this is sadly not always possible. BetOn Red is an international casino, so the variety and accessibility of payment methods are not managed exclusively by the casino, and they have to use 3rd party payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence on this. So although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed because of some unexpected issues, and this is not always in the "casino's hands." I will contact the casino to shed more light on this matter.

We would like to invite BetOnRed Casino to join the conversation.

Dear BetOnRed Casino,

Could you please provide details on why the player's deposits are not all reflected in their account? Can you confirm the amount of funds that are still pending and what has already been credited?

Hello, dear all!

We are sincerely sorry to hear that you have had such difficulties with deposits, although we only see one escalation regarding a deposit that was not credited immediately to your gaming account. Our specialists have investigated the matter and have manually credited your 40 euro deposit.

As far as we can tell, you have not reported any other cases where funds were not credited to your gaming account. If you have incurred any fees when making a deposit, this can sometimes happen, and we do warn players about this before they make a deposit, as the fees may be charged by the payment provider.

However, if there is a specific payment that was not credited to your gaming account, please reach out to us by email support@betonred.com , mentioning "CasinoGuru" in the subject line, and provide a screenshot of the deposit that was not credited, including the transaction number. We will be happy to look into this and assist you.

Best regards,

BetOnRed Team.

Thank you for your response, BetOnRed Team.

Dear daniela27042006,

Can you please specify which payments, including the amounts that have been deducted from your (eps) account are still pending?

Dear daniela27042006,

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.

Dear daniela27042006,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru