I opened an account with redbet on 25th February 2019.
I had a good win and had to verify my account, and did so on 1/03/19. I was then asked to join VIP team.
My ID documents were accepted and my withdrawals were processed.
A couple of days later I began to play at Redbet again and deposited quite a large amount (of previously won money). After gaining a sizeable proportion of it back, My account was locked and I received an email from the player safety team, as well as my VIP account manager. I was asked to fill out a form and send over supporting documents with regards to my playing levels. I was also told that my balance of £14k would be held until my account was verified “as it was winnings”. I was also asked to prove deposits to another casino, which I later learnt to be owned by redbed, MrGreen. I thought this was unusual as I had simply deposited winnings from redbet so I did not think I would hit any thresholds or such Regardless, I filled out the forms as requested and sent them over.
I was then asked for further documentation of a payslip, bank statement, proof of winnings from another casino, etc. Again, I complied and sent over the requested documents.
I then received a call and email requested further information of tax returns and 3 months full bank statement. I informed them I was uncomfortable sending over these documents and it seemed excessive, to be told nothing could happen with my account until I sent them.
I then thought that this didn’t make sense and made some additional enquiries. What I learnt is that redbet we’re in fact trying to verify my mrgreen playing account, (by which time I had stopped using) and that because they couldn’t, my redbet balance and account were being held to ransom!
When I questioned this with the redbet team I was just given a lot of nonsense about the merger of the companies, but I explained, and I am sure you will agree, that I had applied on a separate website, with separate provider, using separate credentials, deposited to a different payee, received withdrawals from a different payer, and had to verify a new account with ID, but now I am told they can keep my redbed balance because of a Mr green request. Surely this cannot be allowed?
My last communication was on 11/03 when I was told nothing can be done until I send over the documents to mr green. This is something I am not willing to do, due to my privacy concerns. I also have no interest in using this company to gamble, so nor do I want my account reinstating. What I would like is the withdrawal of my £14k balance to be processed by redbet.
I hope you can help!