BetOnRed Casino - Nalog igrača je zatvoren bez razloga.

It's been more than a month since I started experiencing serious problems with this casino. It all started well, on 17th of February I deposited 400 usd via crypto. In about two weeks of gambling in the casino and betting on sports, my balance reached 1500+ usd. I tried to submit a withdrawal, of course I verified my identity and my address, but my withdrawal was declined. The casino requested some additional information like: proof of deposit, proof of wallet, proof of transaction and source of wealth, that I was happy to provide. Even though, my documents were all approved and everything was confirmed on the casino side, it took them a whole month in procesing my documents with tens of times coming back and forth to me because the customer support team is probably not experienced and competent enough especially about the crypto world. My account was verified fully 2 or 3 times, but right after I tried to withdraw, I received new email that another document is needed. A few days after my account was finally successfully and fully verified, it got suspended and I received an email that now they wanted to do a live verification through Skype. We agreed on a date and time and verification was also completed. They have a proof because they were recording the whole video call and they kept the video for later. They completely made me stressed on the video. A few days after they started to ask for documents again. I sent them a bank statement for the past 3 months as they wanted me to. Unfortunately, that was another week of waiting. In the end, I received an email that my account will be permanently closed and none of my deposit and winnings will be returned to me, without giving me the evidence or clarity of what I did wrong. To me it looks like the casino is trying to slow down the process, make me impatient and hopefully they thing that I will walk away so they never pay me my winnings. What should I do now, I need help to get my money back.

Hello darinav01,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetOnRed Casino. Please allow me to ask you a few more question before we would move forward.

• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?
• Would it be possible to forward the documents you have sent to the casino to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have sent every single document that they asked for including, my ID card, document for paid bills for address verification, bank statement, source of funds and screenshot of my crypto deposit transaction. I was in talk with the casino support team for more than a month. Lastly they sent me an email 2 days ago.

Hello darinav01,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

The communication was mostly via their customers service chat and I don’t have it, but now I will send you the emails that their team has sent to me.

Thank you darinav01 for all the information provided so far. As we need further information from the casino, I will be now forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay

Hello, darinav01,

I am sorry to hear about your trouble and apologize for the delay. 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/closed and winnings 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).

Thank you.

Hello!

We have provided the necessary proof regarding the breach of our Terms and Conditions. Kindly review the documents at your earliest convenience.

The Company enforces a strict anti-fraud policy, utilizing advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions - such as collusion, chargebacks, multiple account creation, or other forms of misconduct - the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Best regards,

BetOnRed Casino

Dear darinav01,

Unfortunately, after gathering and reviewing all the necessary information and details from the casino, we decided to close/reject this complaint due to the following reasons:

• Violation of the casino's terms and conditions, as the casino representative indicated above - there are reasonable grounds to believe we are talking about collusion/multiple accounts (at least the data strongly indicates it); in addition, some documents were provided in an unacceptable form during the KYC process, so it could be the reason why the verification could not have been completed
• The allegations relate to sports betting play - as you might know, our forum deals with complaints about online casinos only; we currently do not handle sports betting-related cases and do not have enough insight to investigate this kind of issue

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR (if the casino states one on its website), or directly to the authority that regulates the casino.

If it is convenient for you or you need more information, feel free to contact me via e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you, BetOnRed Casino Team, for your cooperation and help!

Best regards,

Branislav, Casino.Guru