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Dear Casino Guru Team, I am simply at my wits' end.

I deposited 100€ into this casino and won 650€, leaving me with 750€ in my account. When the time came to withdraw my funds, I tried to verify my account online, but weirdly, it didn't work. I then contacted the support team with my documents, but they subsequently closed my account without any explanation and all my winnings were cancelled. I've been trying to reach someone from the support team for a week now, but I have not received any response. Unfortunately, I also haven't received any assistance from the live support team for my issue. I hope you all can help me.

Liebes Casino Guru Team, ich bin wirklich einfach nur mehr verzweifelt.

Ich habe 100€ in diesem Casino einbezahlt und 650€ gewonnen, somit hatte ich 750€ auf meinem Konto. Als es zur Auszahlung kam, wollte ich Online die Verifizierung machen, welche komischerweise nicht funktioniert hat. Danach habe ich den Support kontaktiert mit meinen Unterlagen, daraufhin wurde mein Konto ohne Begründungen geschlossen und alle Gewinne storniert. Nun versuche ich seit einer Woche jemanden vom Support zu erreichen, jedoch bekomme ich keine Antwort. Auch im Live Support bekomme ich leider keine Unterstützung für mein Problem. Ich hoffe ihr könnt mir helfen.

Dear biwi31,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear biwi31,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Thanks for your message, we'll continue your complaint here.

In order to continue, please reply to my questions here:

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• 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'll await your reply.

Dear biwi31,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We've reopened this complaint at the request of biwi31. We would like to give this case another chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Dear Casino Guru Team, I made my first and only deposit of €100 on February 13th. I then wagered my bonus within 2 days and then had it in real money. In total, including the deposit amount, it was about €750. After that I tried to verify my account, but my account was blocked and I only had the 100€ I had paid in. I entered all the information correctly and I don't have a second account. When I asked for live support, I was always referred to email support. Where unfortunately I only get the information that my verification didn't work. I really hope you can help me, I've uploaded a screenshot of the last email. Thanks and best regards, Simon

We’ve reopened this complaint at the request of biwi31. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

liebes Casino Guru Team, ich habe am 13. Februar meine erste und einzige Einzahlung von 100€ gemacht, ich habe danach innerhalb von 2 Tagen meinen Bonus umgesetzt und hatte diesen dann auch in Echtgeld. Insgesamf mit dem Einzahlungsbetrag waren es etwa 750€. Danach habe ich versucht die Verifizierung durchzuführen, woraufhin mein Konto gesperrt wurde und ich nur mehr die einbezahlten 100€ zur Verfügung hatte. Ich habe alle Angaben richtig gemacht und besitze auch kein zweites Konto. Auf Nachfrage im Live Support wurde ich immer nur auf den Email Support verwiesen, Wo ich leider auch nur die Auskunft bekomme, meine Verifizierung hat nicht geklappt. Ich hoffe wirklich ihr könnt mir helfen, einen Screenshot der letzten Mail habe ich hochgeladen. Danke und Liebe Grüße Simon

What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports) 

All the winnings came from sports betting. I didn't play casino on the website.

Die Gewinne entstanden alle rein durch Sportwetten. Casino habe ich auf der Webseite nicht gespielt.

Thanks for the reply.

We've received further information from the casino outside of this thread confirming you haven't passed the verification for valid reasons.

Please let me know if there is any information I haven't considered, otherwise the complaint will be rejected.

Thanks for the feedback. Why could the verification not have worked? I can show all the documents the casino needs. Unfortunately, I am not even told which documents are required.

Danke für die Rückmeldung, aus welchen Gründen sollte die Verifizierung nicht geklappt haben? Ich kann alle erforderlichen Unterlagen vorweisen, die das Casino braucht. Leider wird mir nichtmal mitgeteilt welche Dokumente benötigt werden.

Please send me the documents you provided to the casino. My email is tomas@casino.guru

I have just sent the email with my ID card attached.

Ich habe soeben die Mail mit meinem Personalausweis im Anhang zugesendet.