Real Deal Bet Casino - Giving the runaround, won't process withdrawal

posted on October 30, 2015.

Got a call from RDB that they had a 100% match bonus for me. I had played some at their casino, but never had any wins. Made a deposit of 40 € and received the bonus. When I was well above the wagering requirements, I made a withdrawal of 268 €.
That's 8 days ago today, when I ask support whats going on they tell me that the funds will be processed soon or that the withdrawal is under review. My problem is that they can't seem to give a clear answer, 4 days ago they even reversed the withdrawal without noticing me? That’s a new one for me and I’ve been playing online since 2003. Respond time for emails at the casino is 2 days or more and the live chat link seldom works. If RDB wrote me an email stating what the problem was and when I could expect to receive my funds, all would be fine and dandy. Not informing the player and giving very different answers when inquired seems unprofessional and arrogant. I’m done with their casino and would not recommend anybody trying them out.

posted on November 2, 2015.

Dear bagmanden,

first of all, please let me apologize for the inconveniences you have experienced with your withdrawal.

The internal and technical review process took indeed a little longer in your case, but please understand that we have to follow certain review procedures, internally as well as in regards to the payment method used. As you have been already informed about, the outcome of the review was that we were unable to process your withdrawal due to a breach of our betting rules, which are stated in our Terms and conditions.
However, we have not only reinstated the original bonus, but also the original deposit amount and as a good will gesture, the subsequent deposit that you made a few days after the winnings and have actually lost.

I have seen that you requested these amounts for withdrawal, which will be processed today without further ado.

In regards to the information obtained by our support representatives, please know that they can provide you with information regarding processing time frames and estimates; however they simply don't have access to information regarding the actual processing of your withdrawal or have any authority to approve or decline a withdrawal.

Lastly, although withdrawal guidance could be transferred as technical time frames and general information over different communication means to customers, as stated in our Terms & Conditions, they (the T&Cs) prevail over any communication via, chat phone or email.

Please don't hesitate to contact us, if you should have any further questions.

Kind regards,

posted on November 5, 2015.

Dear @bagmanden,

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on November 6, 2015.

They confiscated my funds after I had fulfilled the wagering requirements, they can do so because of their ridiculous T&Cs. I should have read these thoroughly. When that is said, let me emphasize why you should stay FAR away from this casino:

1. Betsize: when playing with a bonus you are only allowed to bet 5% of your deposit. That’s right, you need to dust off your calculator and start calculating what you are allowed to bet. IF YOU MISCALCULATE OR BY MISTAKE HITS MAX BET, THE WILL CONFISCATE YOUR FUNDS!!

2. The support is not trustworthy: I have a screenshot from a RDB support agent stating: “your withdrawal is being processed”- “you should receive the funds by tomorrow”. Well that was a straight up lie.

3. Immensely slow: it took 10 days to find something “irregular” in my account and confiscate my funds.

To sum it up. One of the worst casinos I have ever played and I have played well over 300 online casinos. Just stay away, ‘cause if you win they will find a way, in their unreasonable T&Cs, to confiscate your funds.

posted on November 9, 2015.

Based on the evidence regarding this case presented on behalf Real Deal Bet Casino management we can confirm that player indeed breached their bonus terms and conditions by placing single bets in excess of the allowed max bet amount, violation of term 27a /Irregular gaming includes (but is not limited to): placing equal, zero or low margin bets; placing bets equaling or exceeding 5% of your deposit while there is a bonus active in your account/. We can further confirm that Real Deal Bet Casino acted accordingly by applying term 28 from their Terms&Conditions /Anything deemed as being irregular playing activity will result in withholding of withdrawals and/or confiscation of bonuses and associated winnings./.

In addition, players deposit/s have been returned.

We consider this case as Resolved. The complaint is now officially closed.