Jeg har haft en konto hos Betonred siden april 2023. Siden da har jeg foretaget mange ind- og udbetalinger. Tidligere havde jeg aldrig nogen problemer, og alt fungerede korrekt. Men for nylig har Betonred ændret sig til det værre.
Min konto er blevet bekræftet for længe siden. De bad mig om at sende bevis på adresse og ID, som blev accepteret. Siden min sidste vellykkede udbetaling i 2023 lavede jeg 12 indbetalinger, som jeg alle tabte indtil den sidste, hvor jeg faktisk vandt €5825,57. Da jeg forsøgte at trække mig tilbage, begyndte problemerne. Min konto, som længe var blevet bekræftet, blev pludselig ubekræftet. Siden da har Betonred bedt om dokumenter, som bliver afvist på trods af at det er præcis, hvad de bad om. Som følge heraf sidder min sidste indbetaling og gevinster fast på siden. Dette er årsagen til min klage.
Betonred krævede, at jeg sendte en selfie med mit ID i den ene hånd og den aktuelle dato i den anden. Jeg overholdt og sendte dette ind. Det blev accepteret. Derefter blev jeg bedt om at indsende et depositum. I deres e-mail bad de mig om at sende et skærmbillede af min Bitcoin-pung, som jeg brugte til indbetalingen. Skærmbilledet skulle vise betalingen synlig med txid, dato, klokkeslæt og beløb. Jeg sendte dem to beviser. I mit første bevis blev vist dato, klokkeslæt, beløb og både afsenderens og modtagerens Bitcoin-adresse. I mit andet bevis tog jeg et skærmbillede af siden, der viser alle tænkelige detaljer af transaktionen inklusive txid, hash og flere rækker af ekstra data. Mine beviser var klare og gav ikke kun de anmodede indbetalingsoplysninger, men også meget flere data vedrørende indbetalingen. Det blev afvist, og de sendte mig en e-mail, hvor de bad om nøjagtig de samme oplysninger, som jeg allerede havde sendt.
Der er ingen grund til, at Betonred har nægtet mit indbetalingsbevis. Jeg deler gerne alle skærmbillederne af mine beviser og Betonreds e-mails med Casino Guru privat, hvis det er nødvendigt. Betonred bruger deres verifikationssystem misbrug. De giver ingen forklaring på, hvorfor dokumentet er afvist, men beder blot om nøjagtig den samme vare, som jeg tidligere har sendt uden nogen anerkendelse af, at de allerede har modtaget det. Det er misbrug af to grunde. For det første bad de ikke om nogen bekræftelse, da Î foretog mine sidste 11 indbetalinger, som var for betydelige beløb, som jeg tabte. For det andet, selv når de modtager præcis, hvad de har bedt om, nægter de det uden forklaring. Hvis et casino kun bruger verifikation, når en spiller vinder, viser det, at det ikke bliver gjort af compliance- eller AML-årsager, men selektivt for at forsinke udbetalinger. Det, der bekræfter Betonreds misbrug, er, at selv når spilleren efterkommer Betonreds overdrevne anmodninger og sender dem de følsomme, private oplysninger, som de bad om, bliver de stadig afvist uden forklaring. Det ser ud til, at de ikke ønsker, at spilleren skal bekræfte deres konto, når der er en stor nok saldo på den.
Jeg håber, at Betonred er i stand til at læse og løse dette. Jeg har spillet på hjemmesiden i lang tid og plejede at nyde det. Det havde et stort udvalg af spil og solid support. Det er skuffende, at Betonred ser ud til at have ændret sig så meget. Jeg håber, at det kan ændre sig til det bedre og blive det fremragende casino, som det plejede at være.
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.
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