BetOnRed Casino - Средствата на играча са конфискувани.

Ladies and Gentlemen

I would like to file a complaint against the online casino Betonred, which operates under a license from Curaçao.

I invested over €24,000 in the game "Legacy of Dead" within a short period of time – with bets between €5 and €50 per spin. During this period, I received almost no winnings, free spins, or cashbacks, which is statistically and technically extremely unusual, as most games have a payout rate of at least 95%.

Furthermore, one evening, an amount of €6,000 was inexplicably deducted from my gaming account without me having placed any corresponding bets or lost any winnings. Betonred has so far refused to fully review my gaming history, claiming I cannot name a specific game round or bet number. However, this is not possible for me, as the loss occurred over a period of time and multiple game rounds.

I have contacted Betonred several times to clarify the incident, but without a satisfactory response or solution. The casino demands that I provide evidence in the form of video recordings or exact bet numbers, even though such demands are unrealistic for players.

I therefore request that you review this case and require Betonred to investigate the entire game history, offer a fair solution and, if appropriate, refund the lost amount or provide appropriate compensation.

Thank you for your support.

Best regards

Afredit B*******

Sehr geehrte Damen und Herren,

ich möchte hiermit eine Beschwerde gegen das Online-Casino Betonred, das unter der Lizenz von Curaçao betrieben wird, einreichen.

Ich habe innerhalb kurzer Zeit über 24.000 € in das Spiel „Legacy of Dead" investiert – mit Einsätzen zwischen 5 € und 50 € pro Runde. Während dieses Zeitraums habe ich nahezu keine Gewinne, Freispiele oder Rückzahlungen erhalten, was statistisch und technisch äußerst ungewöhnlich ist, da die meisten Spiele eine Auszahlungsquote von mindestens 95 % aufweisen.

Darüber hinaus wurde mir an einem Abend ungeklärterweise ein Betrag von 6.000 € vom Spielkonto abgezogen, ohne dass ich entsprechende Einsätze getätigt oder Gewinne verloren habe. Betonred verweigert bisher eine vollständige Überprüfung des Spielverlaufs, da ich angeblich keine spezifische Spielrunde oder Wettnummer nennen könne. Dies ist für mich jedoch nicht möglich, da der Verlust über einen Zeitraum und mehrere Spielrunden auftrat.

Ich habe Betonred mehrfach kontaktiert, um den Vorfall zu klären, jedoch ohne zufriedenstellende Antwort oder Lösung. Das Casino fordert von mir, dass ich Beweise in Form von Videomitschnitten oder genauen Wettnummern liefere, obwohl solche Forderungen für Spieler unrealistisch sind.

Ich bitte Sie daher, diesen Fall zu prüfen und Betonred zu verpflichten, den vollständigen Spielverlauf zu untersuchen, eine faire Lösung anzubieten und gegebenenfalls den verlorenen Betrag zu erstatten oder eine angemessene Entschädigung zu gewähren.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Afredit B*******

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with BetOnRed Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do you have an access to your account, please?
• Have you accumulated your winnings with the help of bonus?
• Did you successfully passed the KYC verification process, please?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina,

Thank you for your feedback.

– Yes, I currently still have access to my BetOnRed account, but the deposit is blocked.

– The €24,000 I lost were not bonus winnings, but regular winnings that I had made with normal bets.

– I have successfully completed the KYC process.

The money stayed in my gaming account for about a month because I couldn't withdraw it yet. After that, I started playing again (game name: Legacy of Dead, stakes between €5 and €50), but the game quickly consumed over €24,000 without any refunds, free spins, or major winnings.

This is statistically extremely striking to me, since according to the provider the RTP rate should be over 95%.

I have contacted casino support several times, but for days I have only received standard replies or no response at all.

I hope Casino.Guru can help me resolve this issue.

Thank you in advance!

Hallo Katarina,

vielen Dank für Ihre Rückmeldung.

– Ja, ich habe aktuell noch Zugriff auf mein Konto bei BetOnRed, jedoch ist die Einzahlung gesperrt.

– Die 24.000 €, die ich verloren habe, waren keine Bonusgewinne, sondern ein regulärer Gewinn, den ich mit normalen Einsätzen erzielt hatte.

– Ich habe den KYC-Prozess erfolgreich abgeschlossen.

Das Geld war ca. einen Monat auf meinem Spielkonto, weil ich es noch nicht auszahlen konnte. Danach habe ich wieder gespielt (Spielname: Legacy of Dead, Einsätze zwischen 5 € und 50 €), aber das Spiel hat in kurzer Zeit über 24.000 € verbraucht, ohne jegliche Rückzahlung, Freispiele oder größere Gewinne.

Das ist für mich statistisch extrem auffällig, da die RTP-Rate laut Anbieter bei über 95 % liegen sollte.

Ich habe den Casino-Support mehrfach kontaktiert, aber bekomme seit Tagen nur Standardantworten oder gar keine Antwort.

Ich hoffe, dass Casino.Guru mir helfen kann, diesen Vorfall zu klären.

Vielen Dank im Voraus!

Hello,

Thank you for your reply.

However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

Regarding the loss of your funds from your account, could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have sent the requested information by email."

Ich habe die angeforderten Informationen per E-Mail gesendet."

Hello,

After a thorough review of your communication with the casino, I must advise that pursuing your case at this time presents significant challenges. I understand and sympathize with your losses. However, as the casino's communication clarifies, a 95% RTP (Return to Player) does not guarantee a return of 95 cents for every dollar wagered. Casino games involve inherent variance; extended periods without winnings are possible, as are winning streaks. I recommend reviewing the article on casino games I previously shared, which further explains this.

Regarding your concerns about potential game malfunctions, a formal investigation would require supporting evidence, preferably a video recording demonstrating the technical issue. As you mentioned that you do not possess such evidence, substantiating technical difficulties in this instance will be exceedingly difficult.

I regret that I cannot offer a more favorable assessment.

Therefore, I will close this complaint. Should you obtain new evidence in the future, you are welcome to request a reopening of the complaint, and I will gladly re-evaluate the situation.

In the meantime, I wish you all the best.

Katarina