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Since April 7, 2025, I have been trying unsuccessfully to withdraw my bonus winnings. I have provided all requested documents for account verification, and I have been repeatedly confirmed that my account has been fully verified. However, all withdrawal attempts have continued to be rejected, with varying reasons given. I have disclosed all questions regarding my sources of income and answered truthfully. I have also verified all information by providing all bank statements. On April 21, 2025, I received an email stating that my account had been closed due to fraudulent activity. I have nothing to reproach myself for, as I was able to prove beyond a doubt that the deposit originated from my salary payment.

Seit dem 07.04.25 habe ich vergeblich versucht meine mit Bonusgeld erzielten Gewinne auszahlen zu lassen. Ich habe alle angeforderten Dokumente zur Verifizierung des Kontos bereitgestellt und mir wurde mehrfach die vollständige Verifizierung des Kontos bestätigt. Jedoch wurden weiterhin sämtliche Auszahlungsversuche abgelehnt, mit immer wieder anderslautender Begründungen. Ich habe alle Fragen bezüglich meiner Einkunftsquellen offen gelegt und wahrheitsgemäß beantwortet. Alle Informationen habe ich zusätzlich durch Bereitstellung sämtlicher Kontoauszüge bewiesen. Am 21.04.25 erhielt ich eine Mail dass mein Konto aufgrund betrügerischer Aktivitäten geschlossen wurde. Ich habe mir nichts vorzuwerfen, da ich zweifelsfrei nachweisen konnte, dass die getätigte Einzahlung als Ursprung meine Gehaltszahlung als Quelle hatte.

Dear bugster80,

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.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please explain how much was your winnings deposit? Have you deposited in the casino in the past?
• Could you please share with me your communication with the casino regarding 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear bugster80,

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