BetOnRed Casino - Die Auszahlung des Spielers verzögert sich aufgrund von Dokumentenproblemen.

BetOnRed casino requested multiple documents from me to verify my account, all of which were successfully submitted and verified. Subsequently, to complicate the withdrawal process, they requested proof of source of funds. I submitted my pay stubs from the last three months as an employee, as requested on two separate occasions. However, these documents, along with my bank statements, were rejected twice, according to the betting site, for not meeting their "criteria." The documents I provided are legally valid in my country and constitute sufficient proof of income as an employee, but the betting site is not satisfied and is requesting documents that do not reflect the employment realities of my country. Therefore, I request the acceptance of my documents based on my good faith in cooperating with the verification process, as demonstrated by the numerous legal and confidential documents I shared with the casino. It would be unfair to deny me the withdrawal of my funds simply because my documents do not meet their inflexible and unrealistic "criteria."

El casino BetOnRed me solicitó múltiples documentos para la verificación de mi cuenta, los cuales fueron correctamente enviados y verificados. Posteriormente para complicar el proceso de retiro me solicitaron una prueba de origen de fondos, para lo cual envié las boletas de pago como trabajador dependiente de los últimos 3 meses tal como me lo solicitaron en 2 ocasiones; sin embargo estos documentos fueron rechazados en 2 oportunidades al igual que los estados de cuenta bancario, según menciona la casa de apuestas por no cumplir con sus "criterios". Los documentos compartidos son de carácter legal en mi país y son prueba suficiente de fondos (ingresos) como trabajador dependiente, pero la casa de apuestas no está conforme con esto y solicita documentos que no se ajustan a la realidad laboral de mi país. Por lo cual solicito la aceptación de mis documentos basado en mi buena voluntad para colaborar con el proceso de verificación, demostrado en los múltiples documentos legales y confidenciales compartidos con el casino, ya que no sería justo que me denieguen el retiro de mis fondos solo porque mis documentos no se ajustan a sus "criterios" poco flexibles y alejados de la realidad.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear ilizarraga060292,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your source of income seems to be the only issue at the moment?
• Which documents, apart from those you mentioned in your message, have you provided so far, and have they all been approved?
• Has the casino indicated any specific issues with approving your documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello

• Am I understanding correctly that verifying your source of income seems to be the only issue at this time?

Yes, the casino does not accept my employer's pay stubs as proof of income, provides no further details, and simply demands other documents.

• What documents, other than those you mentioned in your message, have you provided so far and have all been approved?

Additionally, they requested my identity document (DNI), deposit history of my crypto wallet (Binance), proof of ownership of my crypto wallet (Binance), and proof of address; all of these were uploaded to the website and successfully approved.

• Has the casino indicated any specific problems with the approval of their documents?

The casino does not accept the documents sent (payment slips) and only responds to the message automatically:

"Hello! To withdraw funds and verify your account, please upload the following documents to your profile:

a document (or several) showing the origin of the funds used to deposit at our casino, for example, a salary statement, proof of business ownership, sale of a property, inheritance or divorce agreement, etc. (for the period from June to August)."

Greetings

Hola

• ¿Entiendo correctamente que verificar su fuente de ingresos parece ser el único problema en este momento?

Sí, el casino no acepta las boletas de pago de mi empleador como comprobante de ingresos, no da más detalles y se limita a exigir otros documentos.

• ¿Qué documentos, aparte de los que mencionaste en tu mensaje, has proporcionado hasta ahora y han sido todos aprobados?

Adicionalmente me solicitaron documento de identidad (DNI), historial de depósitos de mi billetera crypto (Binance), comprobante de titularidad de mi billetera crypto (Binance) y comprobante de domicilio, todos estos fueron cargados en la web y aprobados satisfactoriamente.

• ¿El casino ha indicado algún problema específico con la aprobación de sus documentos?

El casino no acepta los documentos enviados (Boletas de pago) y solo se limita a responder el mensaje en automático:

"¡Hola! Para retirar y verificar su cuenta, cargue los siguientes documentos en su perfil:

un documento (o varios) que muestre el origen de los fondos utilizados para depositar en nuestro casino, por ejemplo, declaración de salario, prueba de propiedad comercial, venta de una propiedad, herencia o acuerdo de divorcio, etc. (para el período de junio a agosto)."

Saludos

Thank you very much for your reply, ilizarraga060292. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello

I have attached the requested screenshots of the email communications.

Greetings

Hola

Adjunto las capturas solicitadas de las comunicaciones por correo electronico

Saludos

Dear ilizarraga060292,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear ilizarraga060292,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BetOnRed Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello ilizarraga060292,

Thank you for contacting us.

To proceed with your account verification, please provide a bank statement covering June, July, and August. The statement must clearly show your salary deposits for each month.

You can send us the document via email to support@betonred.com. When sending the email, please include "Casino Guru" in the subject line so it can reach us.

Once we receive the document, we can move forward with the verification process and proceed with your request.

Thank you for your cooperation.

Best regards,

BetOnRed Casino

Hello

The requested documents have just been sent to the indicated email address with the subject "Verification - Casino Guru".

I await your verification.

Greetings

Hola

Los documentos solicitados acaban de ser enviados al correo indicado con el asunto "Verificación - Casino Guru".

Quedo a la espera de su verificación.

Saludos

Hello ilizarraga060292,

Thank you for your response. To make the verification process smooth, please follow these steps carefully for uploading the required documents to your profile on the casino website:

What to upload:

Source of Funds (dated within the last 3 months): One or more proofs such as a salary statement, proof of business ownership, property sale documents, inheritance notice, divorce agreement, etc. Important: These must not be password-protected.

Bank Statement: A transaction sheet clearly showing how the salary (or funds) was deposited into your account, with these specific payments visible.

How to prepare the Pay Slips:

Simply open your pay slips, log in without a password if prompted, and print/save it as a PDF (using the print function). This ensures we can review it easily.

You should have already received our initial email outlining these requirements - please check your inbox (including spam) for reference. Once uploaded, we will review everything promptly.

Thank you for your cooperation!

Best regards,

BetOnRed Casino

Dear Sirs

They've been repeating the same thing for months now; here are some observations I'll mention again:

• I haven't had access to my account for months, since they deactivated it.
• The documents sent by mail (pay stubs and bank statements) are those shared with me by my employer. I don't have any other documents, as these clearly show my employment and proof of income as a dependent employee. For example, the shared bank statements show the payments (remittances) made by my employer:

• From the beginning, I mentioned to them that their documentary requirements do not reflect the reality of work in my country, since in many cases the employment relationship is only verbal and lacks legal backing, and payments are often made in cash, so there are no supporting documents; however, in my case, I have had sufficient documents to demonstrate my employment relationship and payments from my employer, but they are not enough to meet their documentary requirements.

I request a reconsideration of the documents submitted, as I do not have other supporting documents and do not consider them necessary to demonstrate my employment relationship and source of income.

Greetings

Estimados Sres

Hace meses vienen repitiendo lo mismo, aquí algunas observaciones que les mencionaré nuevamente:

• No tengo acceso a mi cuenta hace meses, ya que desactivaron mi cuenta.
• Los documentos enviados por correo (recibos de pago y estados de cuenta) son los que me compartió mi empleador, no cuento con ningún otro documento, ya que en estos se observa claramente mi vínculo laboral y sustento de ingresos como empleado dependiente. Por colocar un ejemplo en los estados de cuenta bancarios compartidos se observa los pagos (remesa) realizados por mi empleador:

• Desde un principio les mencioné que sus exigencias documentarias no se ajustan a la realidad laboral en mi país, ya que en muchos casos el vinculo laboral solo es de palabra y no cuenta con respaldo legal, los pagos muchas veces se realizan en efectivo, por lo cual no existen documentos sustentatorios; sin embargo en mi caso he tenido los documentos suficientes para demostrar mi vinculo laboral y pagos de mi empleador sin ser suficientes para sus exigencias documentarias.

Solicito una reconsideración de los documentos enviados, ya que no cuento con otros documentos sustentarios y no considero que sean necesarios al demostrar mi vinculo laboral y fuente de ingresos.

Saludos

Dear ilizarraga060292,

We truly appreciate your cooperation and patience throughout this verification process.

Upon review, we noted that the bank statements are password-protected, which prevents our compliance team from fully assessing them in line with our security protocols. To proceed with your account verification, please resend the bank statements without any password protection. Once received, we will prioritize the review and update you promptly.

We appreciate your cooperation and patience throughout this verification process.

Best regards,

BetOnRed Casino

Hello

The bank statements were sent without the password at the casino's request. I am awaiting verification of my account.

Greetings

Hola

Se envió los estados de cuenta bancarios sin contraseña a solicitud del casino. Quedo a la espera de la verificación de mi cuenta.

Saludos

Hello ilizarraga060292,

Thank you for your patience as we complete your account verification. To proceed, we kindly require the following documents:

• Source of Wealth for June, July, and August. - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, a salary statement, proof of business ownership, the sale of a property, an inheritance payment, or a divorce settlement, etc.

• Bank statements clearly showing salary payments for the same period.

Once received, our team will review them promptly.

Best regards,

BetOnRed Casino

Dear ilizarraga060292,

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.

Hello

I made every effort to get the bank to provide me with more detailed bank statements to substantiate the income already documented with my pay stubs, but the casino insists it's insufficient. The bank offered me a printed copy of the statements, which I will scan to finally complete the verification process.

Please let me know which means I can send these scanned copies to.

Greetings

Hola

Realicé todos los esfuerzos necesarios para que el banco me facilite estados de cuenta mas detallados que puedan sustentar los ingresos que ya fueron sustentados con mis boletas de pago, ´pero que el casino insiste en que no es suficiente. El banco me ofreció una copia impresa de los estados de cuenta que estaré escaneando para terminar de una vez por todas con el proceso de verificación.

Solicito me indiquen a que medio puedo enviar dichas copias escaneadas.

Saludos

Dear ilizarraga060292,

We appreciate your cooperation in completing the verification process.

To proceed, please provide a clear photo of your physical bank statements for June, July, and August, ensuring the salary amounts are clearly visible on each. We are requesting a photo of the document, as a scan will not be approved. Additionally, we require payslips for July and August to match these months. The payslip from June was already provided.

You can send these documents via the email you received on March 11, or you can send them via this email support@betonred.com with "CasinoGuru" in the subject line, so we can find it easier. We will review them promptly upon receipt and provide an update as soon as possible.

We're here to help get your account fully verified as soon as possible.

Best regards,

BetOnRed Casino

Dear BetOnRed Casino,

thank you for your reply.

Dear ilizarraga060292,

as per casino respond, you will need to send the required documentation to them. Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. Please let us know whether the required paperwork was sent accordingly.