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BetRedKings stalling to return my deposit money

RESOLVED
Complaint Info
Disputed casino RedKings
Reason Verification issues
Amount £ 100
Posted on July 23, 2014

Hi All,

On the 26th of January I deposited £100 to BetRedKings , hoping to qualify for the first deposit bonus. I then was told I was not eligible for a bonus because the offer was not available anymore. Fair enough. I told them I would not be playing with them because I signed up in good faith for the offer.

Immediately they sent me an email saying that my account was under a security check and to send them my documents. I sent these straight away with no hesitation.

After 1 week I email them to ask what is the status of this check, they replied:

On Mon, Feb 4, 2013 at 2:37 AM, RedKings wrote:

Dear Helen,

Thank you for your email regarding your withdraw.

Kindly be informed that your account is still under the security check and there is no

timeframe.

Once your account will be re-opened,you will be able to mke withdraw.

When your account will be re-opened,we will contact you.

If you require any further help or assistance, please do not hesitate to contact me.

Best regards,

Mari

...

I was not happy with the response so I waited a few more days before following up on their response. I told them I was not happy with their "No time frame security check" and that if I did not receive a reasonable timeframe for getting it over and done with then I would be seeking advice.

They responded saying the same thing:

Feb 6

Dear Helen,

Thank you for your email regarding the security check on your account.

Please be informed that the security check is made by our Risk Department therefore we do not have a time frame for this procedure.

This is a standard security check which we do for all our players, and it it stated in our Terms and Conditions that at some point we may ask for such documents.

Once your account will be re-opened,we will contact you.

We appreciate your co-operation and understanding.

If you require any further help or assistance, please do not hesitate to contact me.

Best regards,

Bianca

RedKings Customer Support

...

Please can anyone help? Its been nearly 2 weeks since i requested a withdrawal. I just want my deposit money back. Its so frustrating how they are stalling..

Posted on February 15, 2013

This issue has already been resolved. The player had a security check on her account and she provided the requirement documents. After our risk department looked at the documents, opened the account and she was able to withdraw already 5 days ago. She should have resolved her issue already here.

AskGamblers
Posted on February 19, 2013

 Helen, can you confirm this issue is solved?

Posted on February 19, 2013

This issue has now been solved.

Thank you,

AskGamblers
Posted on February 23, 2013

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation


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