Ag Awards

Redbet Casino - Delayed Payout & Excuses

gchillage Guernsey
Posted on May 21, 2018

Made a deposit and won. Attempted to withdraw but required documentation. Uploaded documents; proof of ID, address, and payment details. Waited 24hours, and jumped on live chat- lady made me wait 20mins to tell me it’s still being processed. Waited 48hours and still not verified. No correspondence whatsoever. Jumped on live chat to be told that it’s not processed as part of my debit card number is visible (about 1mm showing on one number...) disputed this and they said not to worry, it’s now been forwarded to the payments team.

Have now just received an email stating that i need to provide them with an explanation as to why I have a middle name, as on one of my cards is display my middle initial. Really? How pathetic can you be?

It’s now over three days since I requested the withdrawal and I’m seemingly no closer to getting my money.

I’m frankly disgusted.

Total is €800

Posted on May 21, 2018

Hi there,

First of all I am sorry to hear about the delay in this matter.

When it comes to the data handled by an operator it needs to be dealt with very carefully.
Due to the regulations, and for the player safety, the data collected should therefor not be anything else than needed.

The information on the payment method and the information on the account always have to be in line with each other and if there's a mismatch it needs to be corrected. This is why they have to get a confirmation and explanation from you as the owner of the account why the details are not matching.

They are also fully aware that this might be due to you not entering the name upon registration, since you did not know that it was needed. For them to know though you just simply need to inform them that it was a mistake.

Sometimes it can also be changes such as addition or removal of names.

These routines are setup and required by the authorities in order for the gaming companies to have as much security possible that the correct user is using the account.

Please reply to them with the explanation to why there is a middle name at one place and not the other, after that they will surely update your details and process the withdrawal as soon as possible.

Posted on May 23, 2018

Dear @gchillage,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

gchillage Guernsey
Posted on May 24, 2018

Complaint withdrawn. Ended up verifying account after four days. Unfortunately I reversed the withdrawal- somewhat of a coincidence that as I lost the money, I received an email to say my account was now verified- just to rub salt in.

Excluded myself from casino. Won’t be getting another penny from me.

Thanks AG.

Posted on May 24, 2018

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.

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