Hi,

I wonder if there is any possibility to get a refund of the money I lost on this betting site. I lost around 9000 euros. apparently this casino has not regulatory license in my country where I live which is Belgium. As I want to quit gambling, I woul like to request a refund as I should not be able to register on this casino as it is illegal in my country. On top of this because I was getting addicted I decided to request a national ban to all casinos to protect myself but after I requested this I still could log in and play on betonred while other casinos such as Unibet prohibited me from playing which was very good. I would like to ask if there is an opportunity to have my money refunded as they breached their own policy and should not have let me register in the first place and definetly not after I asked myself a ban to access casinos.

Thank you for all the support and effort.

Have a nice day!

Kind regards.

Dear Joske00,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that BetOnRed Casino does not operate with a license issued by Belgium, therefore, they do not have access to the national register. In other words, because BetOnRed Casino operates without a necessary license, it is not possible for them to comply with Belgium-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

Could you please advise if you have ever informed the casino about your gambling problem?

Also, do you currently have access to your casino account?

Thank you for your reply.

Best regards,

Katarina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

So there is nothing you can do about it? I asked them to close my account but at the moment I think I can still access it. I did not inform the casino of my gambling problem. But as it has no license in my country I should not have had the possibility to make an account in the first place in my opinion as this is for all other betting sites is you are playing from another country which is not allowed.

Hi,

on top of this I tried to close my account multiple times but you first have to start a 24 hours cooling off period and after that I requested to close my account permanently but I had to confirm thus by email but I never received any email.

Sp what I did now is I send them an email to close my account permanently which they did.

kind regards

Dear Joske00,

thank you for your message.

Do I understand correctly that your account has been successfully closed, please?

Have you enrolled in self-exclusion due to concerns about a gambling problem?

Could you please forward your account closure request to my email [email protected]?

Looking forward to your reply,

Katarina

Dear Joske00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
www.kpvfaw.com