Kristina investigates everything relevant so that she can then forward your complaint to the person who contacts the casino. At the top right of your complaint you have a timer that each party always has to respond to, so we have to be more patient because this is not the only complaint that Kristina has to deal with. I'm sure she'll get to you soon, so you don't have to worry about her ignoring you.
last night I made a serious mistake, I argued in chat and they suspended my account. They told me they suspended him for gambling but in reality I don't have addiction problems. I think I made a big mess because I have more money in the account. Desperate situation now.
I'd like to say that I'm quite sure I would lose my temper too, being in your situation. The fact that you acknowledge an argument as a mistake further leads me to believe that this was simply an unanticipated outcome of the protracted and extremely frustrating experiences you have had thus far.
Try not to think about that, if that's possible.
The complaint process is designed to work with facts, following a fair and transparent set of steps, so I would like to say that our dedicated members of the Complaint Team are focused on the circumstances aligned to the disputed amount, and surely they are aware of the context.
Please forward the recent events also to Kristina, so she can stay in touch and help you in the best way.
Guys, I have some very important updates to make.
1: As written last night, after a fairly heated chat they suspended my account and today I received an email where they made me take a test to analyze if I have gambling problems and obviously the results of this test are good . Haven't they understood that the nervousness is linked to the withdrawal not yet being received?
2 Here, they sent me an email... the supplier canceled the withdrawal of 500 euros and the money was returned to the gaming account. I connected to the chat and they told me to redo the withdrawal.
3 Last night after the suspension of the account I made a request to withdraw the other money I had in the account, 600 euros, the withdrawal was approved today but obviously I am making all possible entreaties so that this mess doesn't happen again.
In the end, I have to wait if they activate my account again (I hope so given the result of the test) then I wanted to know but would this Genome BankIban where it says in the approved withdrawal be a payment service provider? It was also present in the two withdrawals following the blocked one of 500 euros
I'll post some photos so you understand better.
Then, the email reporting that they think I have some problem with the game (I don't understand why they came to this). Then there is the result of the test I did on that site, the email that updates me on the withdrawal returned to the gaming account and the withdrawal last night that they approved where it says Genome 
A few minutes ago they paid the famous blocked withdrawal there is a new problem however, they suspended my account due to a heated discussion in chat the other day when I still didn't know anything about what was happening... they say they closed it due to gambling but in In reality I don't have any addiction and now they are examining whether to suspend the account permanently. They also invited a test and the result doesn't seem bad to me. They are still deciding.
Withdrawals have been approved and paid but account suspended for I don't know what... However, I saw that there are a couple of sites similar to betonred that have the same software i imagine, I would like to register on one of these (is ninecasino good?) but I don't know if it's possible to do so, I made a thread specifically on this topic.
It would definitely be a good idea to update the complaint and write there that you have received your money. Am I correct that you don't have any money left and you got everything from the casino ?
I also see that they has closed your account for some time and they are investigating. I'm not sure why it would be that you were addicted if you didn't mention it anywhere and where the casino got it from. Also, if you have a problem with this and want to continue using the account, you can mention it in the complaint, but if you have an account with a balance of 0 and the casino decides to close it, it can do so.
I wouldn't sign up for any other sister casinos yet and I would wait to see how this is resolved and when the situation is over we will see. Alternatively, you can ask them about this and how it is if you want to open a new account at a sister casino.
Hopefully everything will be sorted out.
Hej, jag avbröt bonusen innan jag spelade. Jag har inte lyckats ta bort något. Jag satsar och jag kan ta ut mina vinster tack.
Avbryt bonusen innan du satsar. Inga lyckade uttag. Jag kan inte ta ut mina vinster. Tack
Vad vill du att jag ska uppdatera, jag vill bara ha min vinst
But you also submitted an official complaint through Casino Guru Resolution Center which requires your cooperation through updates. We can't help you without you doing your part.
Find details in these instructions 👈
For now, click or tap this link to update the complaint 👈
Thank you.
Hej alla, jag har ett problem med ett onlinecasino som heter bet på rött. Det visar sig att jag utan att inse det satte in med min frus kort och trodde att det var mitt. Och med insättningen jag gjorde tjänade jag 2 400 € som de inte vill betala mig eftersom de säger att jag använde ett kort som inte var mitt. Först bad de mig om massor av dokumentation och jag levererade den till alla som frågade och jag gav till och med familjeboken så att de kunde se att min fru och att jag har hennes samtycke. Jo, de säger till mig att de behåller pengarna, det vill säga de stjäl från mig. En fråga, kan detta polisanmälas? Tack
You are, sadly to say, screwed. You were not using your wifes card by mistake, how would that even be possible considering you need to fill in the name and the number of the card, which clearly would have made you understand what you did. Your money are lost forever and just accept it and stop gambling, because obviously you have a gambling problem using other peoples cards to play.
Hej alla, jag har ett problem med ett onlinecasino som heter bet på rött. Det visar sig att jag utan att inse det satte in med min frus kort och trodde att det var mitt. Och med insättningen jag gjorde tjänade jag 2 400 € som de inte vill betala mig eftersom de säger att jag använde ett kort som inte var mitt. Först bad de mig om massor av dokumentation och jag levererade den till alla som frågade och jag gav till och med familjeboken så att de kunde se att min fru och att jag har hennes samtycke. Jo, de säger till mig att de behåller pengarna, det vill säga de stjäl från mig. En fråga, kan detta polisanmälas? Tack
Hi. It is unfortunately prohibited in most online casinos, and this one is not an exception.
I saw your complaint here with our team where Veronika has explained everything to you, so only if the casino will approve that you can use your wife card they will pay your money to you.
There is nothing more we could do about this issue, unfortunately. Please keep us informed about any updates from the casino regarding this case.
Min frus kort och mitt är väldigt lika, det insåg jag inte. Men de gör det i alla fall så att de inte ger dig pengarna, de är tjuvar. För efter att ha lämnat in all dokumentation i god tro säger de till mig att de inte kommer att ge pengarna. Och dagar innan de sa åt mig att lämna över min frus konto för att få pengarna. Och nu säger de nej till mig. Jag blir rädd för det här. Hur som helst kommer jag att rapportera detta casino. På grund av bristande transparens och att ljuga hela tiden.
Detta är vad de sa till mig en dag innan 
This rule is nothing unusual in most of the casinos, as I told you, so here I can not agree with you that they are thieves, unfortunately.🤷♀️
From our experience, sometimes the live chat is not fully informed about the withdrawal process, so that may cause the lack of information in many cases.
Kortet hade redan spelats in sedan februari och jag insåg inte att det inte är mitt och jag har alltid använt kortet. Och de säger till mig att de bara kommer att returnera de 200 € jag satte in för att vinna vinsten. Och nu frågar jag mig själv, vad händer då är alla inkomster jag gjort med min frus kort? Kommer de att lämna tillbaka den till mig? Eller bara vad de vill för inkomsten från min frus kort är inte liten. Hur som helst kommer jag att rapportera detta casino.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
