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On December 13th, 2024, I made two deposits that still aren't credited to my account.

The amounts have been withdrawn from my bank account, and they say they can't do anything for me.

Every day I contact BetOnRed, and every day they tell me to wait, wait, wait.

I am so angry and want my money back.

Ich habe am 13.12.2024 2 Einzahlungen getätigt die bist heute nicht auf meinem Konto gutgeschrieben sind.

von meinem Bankkonto sind die Beträge weg und die können nichts für mich tun .

Jeden Tag kontaktiere ich BetOnRed und jeden Tag heißt es ich soll warten warten warten.

mich bin so wütend und möchte mein Geld zurück

Dear cosiwiegand,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My bank isn't helping me. They can only try to transfer the money back and that costs 30 euros per transfer. And whether they'll be successful isn't certain. And I'm not going to take the risk of paying 60 euros for it if it's not even certain.

from the payment provider otherwise I can't find any contact details and BetOnRed doesn't give me any contact details either. So I'm really desperate

Meine Bank hilft mir nicht. Die können nur versuchen das Geld zurück zu buchen und das kostet 30 Euro pro Überweisung . Und ob die dann erfolgreich sind ist nicht sicher. Und das Risiko 60 Euro dafür zu bezahlen gehe ich nicht ein wenn es nicht mal sicher ist .

von dem Zahlungsanbieter sonst finde ich keine Kontaktdaten und auch BetOnRed gibt mir keine Kontaktdaten durch . Also ich bin echt verzweifelt

Dear cosiwiegand,

Thanks for your reply.

Could you please share your communication with the casino regarding the issue with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Thanks for the provided information.

Was the casino able to fix their provider issues and was your deposit credited since your last post?

Please let me know.

No, the deposits are still missing

Nein die Einzahlungen fehlen immernoch

Thank you very much, cosiwiegand, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you cosiwiegand for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetOnRed Casino for their help in resolving this complaint. We would like to know what is the issue with the deposit and what can we do to help the player receive their funds.

Thank you!

Thank you, I really hope so. Today is 4 weeks and I still don't have my money even though I had to send my bank statements

Danke das hoffe ich sehr . Heute sind es 4 Wochen und ich habe mein Geld immernoch nicht obwohl ich meine Kontoauszüge schicken musste

I sent bank statements. My account number is there and my name is often there. I have no other way of sending it. But the casino is still not satisfied with that. I'm really so angry.

Ich habe neine Kontoauszüge geschickt. Dort steht meine Kontonummer und dort ist so oft mein Name zu erkennen. Anders habe ich keine Möglichkeit es zu schicken. Dennoch gibt sich das Casino damit einfach nicht zufrieden. Ich bin so wütend wirklich .

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

To help you further with the investigation, could you please provide us with the requested bank statement in PDF format?

We are looking forward to hearing from you.

BetOnRed Casino

I have already sent you the bank statements several times! By PDF!!!

I always get my bank statement a month later. They have the complete December bank statement and from January they also have a PDF file with account incoming and outgoing payments using the account number!

Ich habe ihnen bereits mehrmals die Kontoauszüge geschickt ! Per PDF!!!

mein Kontoauszug bekomme ich immer einen Monat später. Den Kontoauszug Dezember haben sie komplett und von Januar haben sie auch eine pdf Datei über Konto ein und Ausgänge über die Kontonummer !

Dear cosiwiegand,

Thank you for responding.

We can confirm that you have sent statements as PDF files but the last one was a screenshot of the PDF, could you please send us the original PDF document?

We are looking forward to hearing from you.

Best Regards,

BetOnRed Casino

That's not correct, they are all PDF files!!!!

Das ist nicht korrekt es sind alles PDF Dateien !!!!

Check your emails properly before you say you only have photo

Schauen sie richtig ihre Emails nach bevor sie sagen sie haben nur Foto

I'm really fed up with it now. I've been waiting almost 5 weeks for 2 deposits.

They have all the data they need and they have my bank statements with my name and everything on them and even private incoming and outgoing payments that are none of their business

yet they refuse to give me my money

what else do you want

Ich bin es jetzt wirklich leid . Ich warte schon bald 5 Wochen auf 2 Einzahlungen.

sie haben alle Daten die sie brauchen und sie haben meine Kontoauszüge wo Name und alles drauf steht und sogar private ein und Ausgänge die sie nicht mal irgendwas angehen

dennoch weigern sie sich mir mein Geld zu geben

was wollen sie denn noch alles

Hello!

Thank you for being so patient.

We can confirm that few hours ago our team has credited the funds manually to the account.

Thank you for your understanding and patience. Let us know if you have any further questions.

Best Regards,

BetOnRed Casino

Thank you for the update BetOnRed Casino representative.

Dear cosiwiegand, let us know if this resolves your issue or if you require any further assistance. Thank you!

It is solved thank you very much

Es ist gelöst vielen Dank

Dear cosiwiegand,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter