BetOnRed Casino - Акаунтът на играча е затворен без обяснение.

I created an account and, using the bonus from my first deposit, made some winnings. To withdraw, I had to wager a total of around 12,000 euros, which I managed to do after some time. Since my account balance exceeded 450 euros after meeting the wagering requirement, the excess winnings were deducted as outlined in the terms and conditions.

When I tried to verify my account, an error occurred, and the request was forwarded to customer support.

The support team then contacted me, informing me that my account had been closed without providing any further reasons, only advising me to contact support.

The live support directed me back to email support, which only informed me that my account was closed, without giving any reasons, even after multiple inquiries.

Ich habe mir einen Account erstellt und mit dem Bonus für meine erste Einzahlung einige Gewinne erzielt. Für eine Auszahlung wurde gefordert einen Umsatz von insgesamt ca 12000 Euro zu machen, welchen ich nach einiger Zeit auch erzielen konnte. Da mein Account nach der Umsatzanforderung mehr als 450 Euro enthielt wurden die überschüssigen Gewinne abgezogen was auch so in den AGB stand. 

Ich wollte dann meinen Account verIch habe mir einen Account erstellt und mit dem Bonus für meine erste Einzahlung einige Gewinne erzielt. Für eine Auszahlung wurde gefordert einen Umsatz von insgesamt ca 12000 Euro zu machen, welchen ich nach einiger Zeit auch erzielen konnte. Da mein Account nach der Umsatzanforderung mehr als 450 Euro enthielt wurden die überschüssigen Gewinne abgezogen was auch so in den AGB stand. 

Ich wollte dann meinen Account verifizieren wobei anscheinend ein Fehler aufgetreten ist und die Anfrage wurde an den Support weiter geleitet. 

Das Support-Team meldete sich dann bei mir mit der Nachricht, dass mein Account geschlossen wurde ohne weitere Gründe zu nennen, nur mit dem Hinweis sich an den Support zu wenden. 

Der Live-Support sendet mich zurück zum Email-Support, welcher mir nur mitteilt, dass der Account geschlossen wurde aber nennt keine Gründe dafür auch auf mehrmalige Nachfrage.

Dear hainnes1995,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't manage to provide any documents to verify your identity?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I sent the necessary documents to the casino. The same documents were also accepted by another provider. Betonred Casino initially informed me that the documents needed to be checked more closely. Some time later, on the same day, I was informed that the account had been closed.

The justification was: "due to the violation of our terms and administrative decision"

When I asked further questions, I was given the same reason again, although I had not violated any of the terms and conditions.

I only played slots.

Ich habe die nötigen Dokumente an das Casino gesendet. Die selben Dokumente wurden auch von einem anderen Anbieter akzeptiert. Betonred-Casino teilte mir zunächst mit, dass die Dokumente genauer geprüft werden müssen. Einige Zeit danach am selben Tag wurde mir mitgeteilt, dass der Account geschlossen wurde.

Die Begründung war: "due to the violation of our terms and administrative decision"

Auf weitere Nachfragen wurde mir nur erneut die selbe begründung gegeben allerdings habe ich gegen keine der AGB verstoßen.

Ich habe ausschließlich Slots gespielt.

Thank you very much, hainnes1995, for your cooperation. 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 hainnes1995,

I'm Michal, and I have taken over your complaint. I have reviewed your case and 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,

I would appreciate it if you could clarify the specifics regarding the alleged violation of your Terms and Conditions by the player. If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hello, dear all!

Dear hainnes1995, we really appreciate you taking the time to let us know about this issue.

We are sorry that your account was closed and your winnings were confiscated, however, as we can see from the system, you have not passed verification, thereby not activating the ability to withdraw funds. According to our terms and conditions, clause 7.4 and 7.5, we have the right to request documents and, if verification was failed, confiscate the user's potential winnings. When passing verification, you must ensure the authenticity of the documents and compliance with all requirements.

Thus, having received significant evidence of failure to pass verification, we can return you only your deposit, after successful confirmation of the payment method (Skrill).

Dear Michal, all the details of the issue will be sent to you by email. Thank you for your collaboration.

Best regards,

BetOnRed Team.

Thank you for all the provided information and evidence, BetOnRed Team.

Dear hainnes1995,

After a careful review of the information and evidence provided by the casino, I regret to inform you that I am unable to proceed with your complaint. Regrettably, you did not pass the verification process for legitimate reasons, and the casino team's actions were according to its established rules as was communicated to you previously. As a result, we must decline this complaint.

I am sorry we could not be of more help on this occasion. Please do not 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