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Redbet Casino - Stalling on account verification and €6,500 payments

RESOLVED
Posted on September 6, 2019

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 >

Posted on September 9, 2019

Dear Askgamblers,

It seems like Redbet is failing to respond on my complaint within the given timeframe. I hope you can please respond by asking the representatives of Redbet by asking them to give an update regarding my case.

As i have seen that Redbet has been ignoring other complaints in the past, i hope you guys can also discuss whether to give players a warning message while visiting their Askgamblers page.

Update:

Initial withdrawal was placed on the 24th of August, documents were sent on the 27th of August, today it is the 9th of september and Redbet are still failing to give me any credible information as of why my verification procedure is taking so long. Their response is always the same: your account is with the 'relevant departement', please wait for an update. They are probably searching for a valid reason not to pay out my winnings, or they are using some kind of stalling tactics untill i will stop chasing my money. But there is nothing wrong with my account, my details and my documents are also perfectly in order.

AskGamblers
Posted on September 15, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on September 16, 2019

About 3 weeks later my account was verified and they sent me my money. So guys, i've never worked so hard in my life for 6.5k. if you feel that casino's are doing wrong then don't stop running after your money. Atleast Redbet paid out (late), there are also a lot of casino's who will give u the middlefinger. In that case most of the time you're being represented by the MGA of you'll take it further externally. Well, thats horrible, you might aswell directly file a suit in that < content removed > dealing with offshore gambling commissions is like dealing with the casino itself.

AskGamblers
Posted on September 16, 2019

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.

Redbet Casino Complaints

  • 6 of 16 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 7,544 USD avg amount

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