BetOnRed Casino - プレイヤーのアカウントからの引き出しが遅れる。

I'm having a lot of trouble withdrawing my winnings from betonred. It's reached the point where they've made it so I can't access my account with my username and password. After completing all the identity and bank account verification, surprise, my email and password are incorrect. I finally manage to log in because I had saved my access on my phone, but the withdrawals are still being processed. The maximum amount to withdraw per day is (€1000) and weekly (€3000), and it's becoming very difficult to withdraw my money. Could you help me? It won't let me upload the files, showing "error uploading file," but I have screenshots and proof of every transaction, every conversation, and every email with the betonred team because I suspected this could happen when trying to withdraw my money.

Estoy teniendo muchos problemas para retirar mis ganancias en betonred, ha llegado el punto de que han conseguido que no pueda acceder con mi usuario y contraseña, después de pasar toda la verificación de identidad y de cuenta bancaria, sorpresa, mi email y contraseña no son correctas, consigo acceder al fin ya que tenía guardado mi acceso desde mi teléfono y los retiros todavía siguen siendo procesados, la cantidad máxima a retirar diaria es (1000€) semanalmente (3000€), se esta haciendo muy complicado poder retirar mi dinero, podrían ayudarme? No me deja subir los archivos, me pone "error al subir archivo" pero tengo capturas de pantalla y pruebas se cada movimiento, cada conversación y cada email con el equipo de betonred por que suponía que esto podía pasar al intentar retirar mi dinero.

Dear alexkglez,

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 your situation.

Could you please specify when exactly you requested your withdrawals? Ideally, send me a screenshot of your withdrawal history showing the withdrawal requests that are currently being processed.

Have you made any successful withdrawals from this casino before?

Could you kindly confirm that you passed the full KYC verification?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear alexkglez,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.