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On August 17, I made a deposit of 5686 PLN, I won a few thousand PLN in the casino and the total was 13300 PLN in my account. On August 18 I ordered two withdrawals of money in the amount of 10000pln and 3200pln, Both withdrawals were canceled on August 20 and the account was reduced to the amount of 6061pln for no reason. After winning, Betonred casino decided to cancel the winnings and to suspend my account. Attached is the only information I received from the support.

Dear aronek1988,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?

Did you accumulate your winnings with or without an active bonus?

Did you submit any identity documents for verification (ID, proof of address, proof of payment) and has your account been fully verified?

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

Best regards

Veronika

the account is fully verified. all documents accepted. the winnings were both in slot machines, casino and sports betting. I had an active bonus but it was wagered correctly. I did not have any active bonuses before the requested payment.

Thank you very much, aronek1988, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you aronek1988 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 why was the player's account blocked and winnings confiscated.

Thank you!

Hello, dear all!

Dear aronek1988, we really appreciate you taking the time to let us know about this issue.

We are very sorry that you are in this situation, but let us clarify a few details: in May, your account was closed for administrative reasons, you were notified about this several times in the live chat (dear Peter, we can provide you with the evidence by email).

Some time ago, your account was mistakenly reopened, for which we offer our deepest apologies, this should not have happened. Despite this, you started playing on our site again without informing us about the error. After we found out that your account is active, we decided to return all deposits made since the mistaken reopening of the account.

Unfortunately, the winnings were confiscated, since your account was closed for administrative reasons long before that. As we see in the system, you have successfully withdrawn your deposits, therefore we consider the matter resolved.

We hope for your understanding and cooperation.

Best regards,

BetOnRed Team.

Thank you for the response BetOnRed Casino representative, would it be possible to provide me with evidence as to why was the player's account originally blocked in May? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Dear Peter,

we have provided you with all the evidence via email. Kindly check your inbox, and thank you for your collaboration!

Best regards,

BetOnRed Team.

Thank you for the update BetOnRed Casino representative, but as I mentioned there is no explanation as to why the player was blacklisted in May, if you would be so kind as to clarify was the player has done to warrant a block I would very much appreciate it. Thank you in advance!

Dear Peter,

The user account was closed for administrative reasons. We remind you that according to the rules, paragraph 10.3, the company has the right to close the user account at any time at its discretion, without explanation or prior notice, refunding the user's balance.

Since the balance was successfully withdrawn by the player, we believe that the issue can be closed.

Best regards,

BetOnRed Team.

We seem to be going in circles here but as you have provided evidence that the reopening of the account was a malfunction of the system and the funds the player deposited during that time were returned we will reject the complaint.

Dear aronek1988, the casino has acted in accordance to their terms and conditions and therefore we have ruled in their favour and will reject your complaint. As the first blocking in May was not the subject of this complaint we will not investigate it further, however, if you would like to challenge the reason for your blocking we can reopen your complaint at any time. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.

Kind regards,

Peter