Complaint #51 Redbet Casino

Closed my account and won't refund

By Michael L.

8 years ago

I created an account with redbet the deposited £30. After a few hours my balance was £150. I had no free spins or deposit bonus so no wagering requirements. I came back to my account and red bet had closed it. This was down to another site( that I has self excluded from, but not red bet). My initial contact with redbet was fairly successfully and the online help desk told me they would refund (I have a copy of the email transaction). I contacted them again after a few days to be told nothing had been done and I had to start again. So after a long winded process I was told that my case had gone to the accounts team. This not ing I received an email to tell me that no refund would be issued.
I feel that this is robbery, I deposited money which they gladly took out of my account. I wagered this money (took my chance) and won. They then closed my account without notice. So they have profited at least my initial deposit but also my £150 balance. Do not deposit to this casino if you want a fair chance. Of ever getting any money back. Seems they just close your account so they don't have to.pay out.

Disputed Casino Redbet Casino

Reason Account closure

Amount £30

Discussion

There are no replies at the moment.

Redbet Casino Complaint Stats

Resolved 6 / 16

Avg. Amount $7,544

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

Redbet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Redbet Casino Complaints

See all complaints for this casino

Stalling on account verification and €6,500 payments

Hello,

Redbet Customer Service - Ticket 1176926 (this is the reference number of all my E-mail correspondence with Redbet)

Email: < email removed >

Beforehand i'd like to note that my account was already fully verified and that i had previously sent succesfull withrawals back to my Neteller account. On the 25th of August i was requested to send the following documents:

- Self holding ID

- Proof of specific deposits, with Transaction ID's (these were paysafe card deposits)

- Proof of Neteller account ownership

I had sent all of these documents accordingly on the 25th of August. (See photo 1 in attachment) I received an update the next day where i was told that the Paysafe card proof of deposits were not accepted and that i had to send new ones. I had purchased these Paysafe cards from an online webshop 'www.beltegoed.nl'. (See photo 2 in attachment)

On the 27th of August i had sent new documents through live chat and through E-mail (check photo 3 in attachment) in order to proof that i had paid for the paysafe cards. I managed to send screenshots of my payment history on 'My paysafecard', where the deposits to Redbet were listed along with the related transaction ID's which were being requested by Redbet. Moreover, i had also sent confirmation E-mails which were sent to me by E-mail after i had purchased these Paysafe cards, where the Serial ID's could be found which were also related with the transaction ID's. I had also told them that there are no 'proof of deposit' documents available where you can see my name as i did not need any account to purchase these paysafe cards, i did also not need to provide any personal information in order to purchase these paysafe cards.

To my knowledge, and out of previous experience i know that Redbet takes 1, or maximum 2 days to check documents and to update their players regarding their verification status. However, my documents were sent on the 27th of August, and yet i have still not received any update or whatso-ever. Live chat employees are constantly telling me that 'my documents are with the relevant department' and 'that they're still being checked' and that i have to 'wait for an update' (See photo 4 in attachment).

Their excuse is that they're very busy and that they are therefore experiencing delays ( see photo 4 in attachment). I do not believe them. It is highly unlikely that it can take so much time just to check documents. Currently my documents are 'being checked' for 10 days and nobody is reaching out to me. I had sent various E-mails and almost none of them are being replied to. Right now i am starting to worry that nothing is being done to my account and that they're just stalling me for some reason. I have 6500 euro's pending withdrawals which were not sent back yet to my Neteller account.

I hope that my complaint can get accepted.

With kind regards,

Niels < surname removed >

Resolved

€6,500

Cancelled account with £14k balance with absurd reasons

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!

Unresolved

£14,000

Withdrawal not being allowed to one of my bank accounts

Hi there

So I have an issue which talking on the phone and live chat to is still not being resolved. I have had a Redbet account for a long time now and made plenty of deposits using 3 different cards with never an issue and my account is also verified. so I would consider myself a loyal customer.

Recently I made a deposit with one of my credit cards that has a £1500 limit on it and all of it available to me basically meaning its got no purchases at all on it until I made these recent deposits (2 of £50)

And for once I was lucky and had some nice wins on the slots, so obviously I wanted to withdraw my winnings which currently stands at £2800.

Now I want to withdraw the money into my normal current account as I cannot withdraw it to my credit card because its already at its maximum available credit so there is actually no where the money can go well except for the £100 I deposited.

Much to my dismay they contacted me saying I have to withdraw the money to the same account it was deposited with where the win happened. this to me is totally unfair as that is my money I am trying to withdraw to one of my verified payment methods and they are not letting me. Redbet have told me this is a legislation issue, which I have now found out is not true as there is many examples on this site alone of people getting these decisions overturned.

There is no warning when making a deposit that any winnings made must be withdrawn to the same account.

I would like to add both of these cards are registered in my name and at the same address.

I am hoping this can get resolved and I get my money into my account

Many thanks

Tom

Unresolved

£2,800

Closing account due to previous closure with MrGreen but stalling refund

Okey, here's the deal. I made deposit to Red Bet at 9th august 2018 and didint got bonus for my deposit what was promised so I went to livechat to ask what was it about. They told me that they have to tell me something considering my account. So I asked what was it; they told me that they have to close my account due to that I have had account on mr green earlier which was closed on year 2015. Okey, i have deposited on this year over 200€ to Evoke gaming via Red Bet first 200€ on 5th of april 2018 and got answer that i dont get promised 200 freespins after my deposit came lato to that campaing. Okey, that fine, I continue living with that 200€ lost all the way and finally on 9th of August 2018 I deposited again, this time 10,62€ and was promised in marketing email letter to recieve 100% deposit bonus, well didint get that automaticly so I went to a livechat to ask about this. Topi on livechat told me that he must close my account because I have had account closing on mr green earlier on 2015 which was gone past their checkings. So now was the thing that I should have back my deposited money between february 2018 - august 2018 which total 210,62€. I asked those deposited money to be refunded to my skrill account on 9th August, I have had sevral asking about situation, and nothing happens. They have told me that issue is been taken care on payments departement on 14th August at approx. 15:00 pm local finnish time. Nothing have happent since. So Redbet, please give this issue now to be taken care and finally to me to recive my money back to my skrill account.

Unresolved

€211

Withdrawal of £40,000 delayed beyond advertised payout time frames