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

Thank you for all this updates. Just please make sure you update your complaint as well, so Kristina is able to continue with solving the issue and is informed of everything. Hopefully, there will be the best solution to it soon.

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. 

Hello, I canceled the bonus before playing. I have not successfully removed anything. I bet and I can withdraw my winnings thanks.

Hola, el bonus lo cancele antes de jugar. No he retirado nada con éxito. Aposté y ko puedo retirar mis ganancias gracias.

Cancel the bonus before betting. No successful withdrawals. I can't withdraw my winnings. Thank you

El bonus lo cancele antes de apostar. Ningún retiro con éxito. No puedo retirar mis ganancias. Gracias

I can see that you have submitted a complaint here with our team already. Could you update it, please, as Kristina needs some additional information from you?

Could you tell us exactly what the reason is that you are not able to withdraw the money?

What do you want me to update, I just want my profits

Que queréis que actualice, solo quiero mis ganancias

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.

Hello everyone, I have a problem with an online casino called bet on red. It turns out that without realizing it I deposited with my wife's card thinking it was mine. And with the deposit I made I earned €2,400 that they don't want to pay me because they say I used a card that wasn't mine. At first they asked me for a ton of documentation and I delivered it to everyone who asked and I even provided the family book so they could see that my wife and that I have her consent. Well, they tell me that they keep the money, that is, they steal from me. One question, can this be reported to the police? Thank you

Hola a todos tengo un problema con casino en linea que se llama bet on red. Resulta que sin darme cuenta deposite con la tarjeta de mi mujer pensando que era mía. Y con el ingreso que hice gané 2400€ que no me quieren pagar porque dice que usado una tarjeta que no era mía. Al principio me pidieron un mogollón de documentación y los entregados todos los que pedían y incluso aporte el libro de familia para que vean que mi mujer y que tengo su consentimiento. Pues me dicen que se quedan el dinero osea que me roban. Una pregunta esto se puede denunciar a la policía?. Gracias

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.

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.

My wife's card and mine are very similar, I didn't realize. But anyway they do it so they don't give you the money, they are thieves. Because after submitting all the documentation in good faith they tell me that they will not give the money. And days before they told me to hand over my wife's account to get the money. And now they tell me no. I freak out about this. Anyway I'm going to report this casino. Due to lack of transparency and lying all the time.

This is what they told me a day before

La tarjeta de mi mujer y la mía son muy parecidas no me di cuenta. Pero de todas formas lo hacen para no darte el dinero son unos ladrones. Porque después de entregar toda la documentación con buena fé me dicen que no dan el dinero. Y días antes me dicen de entregar la cuenta de mi mujer para enborsarme el dinero. Y ahora me dicen que no. Yo flipo con esto. De todas formas voy a denunciar a este casino. Por falta de transparencia y estar mintiendo todo el rato.

Esto es lo que me an dicho un día antes

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.

The card had already been recorded since February and I didn't realize that it is not mine and I have been using the card always. And they tell me that they will only return the €200 I deposited to win the profits. And now I ask myself, then what happens is all the income I made with my wife's card? Will they return it to me? Or just what they want because the income from my wife's card is not small. Anyway I'm going to report this casino.

La tarjeta ya estaba grabada desde febrero y no me di cuenta que no es la mía y estado usando la tarjeta siempre. Y me dicen que solo me devuelven los 200€ que deposite que gane las ganancias. Y aora me pregunto yo, entonces todos los ingresos que hice con la tarjeta de mi mujer que pasa?me lo devuelven? O solo lo que ellos quieran porque los ingresos de la tarjeta de mi mujer no son pocos. De todas formas voy a denunciar a este casino.