Beschwerde #23 Redbet Casino

Giving me a hard time on a £1,000 withdrawal

Von rebecca e.

vor 7 Jahren

I made a deposit using a debit card of mine of £150, but with that i won some money, a day later my debit card i deposited with was lost so i had to report it lost to the bank which is halifax and they said that a replacement card will be sent out to me, in the meantime over at redbet casino i have a £1000 that i wanted to withdraw but then i told them that the card i deposited with was lost so they said said that i had to go to my halifax bank and ask them for a proof of ownership to card ending in 9312 but Halifax said that is there no such document but only a statement which contains the same account number and sort code of the card ending in 9312 later on today i found the card ending 9312 and i sent the copies of this card to redbet in which they asked for to process the withdrawal back to that card as when i told halifax i found the card and asked them if any returns or refunds can still be processed back to that card halifax said yes it will still reach your account, further on redbet accepted the copy of the card and then tells me via email this afternoon that my withdrawal was approved and on its way to my payment method after making a new deposit using a different card but then when i logged in to my redbet account the withdrawal was not processed at all it was actually still pending to the new /other card i deposited with ending in 5604 as the card ending in 9312 which was lost but found i removed that card from mange cards on my redbet casino account so i was unable to make a withdrawal back to 9312 but found out that even though i removed the card from my side it is still showing as active on redbet's system on there side only, when i asked the payments team to process the withdrawal back to the card ending 9312 manually and just take it off my redbet's cash balance i was told that can not happen, and then they said why can not make another deposit using the card 9312 when i told them that the card was lost but found so its stopped as i got the replacement debit card in the post today which is basically the same bank same account/sort code, all thats changed is the last 4 digits on the replaced card, I said can i deposit with the replacement debit card and withdraw the £1000 to that instead? but they insist that wont be allowed either, so i asked them if i can make a trustly bank transfer using just your account number and sort code to make a withdrawal to as its the same as on the card that i used ending in 9312 but they also said no that is not acceptable either, i said well how am i going to get my winnings from you they said well you have to go into the bank and ask them for a document of proof of replacement but i know that the bank doesn't issue this kind of document only a bank statement i was told today by halifax manger called james, redbet refuses to pay me the money no matter what i do and what i provide they still refuse to pay me ive sent them each and every single document they have asked for and still refuse to process my £1000 withdrawal i just can not win with them please help me

Unseriöses Casino Redbet Casino

Grund Abgelehnte Auszahlung

Betrag £1000

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

While AskGamblers Complaints Team could understand player's frustration and disappointment considering the nature of this dispute, we would like to remind player that each and every online casino operator has the exclusive right to determine and apply its own verification policy and procedures depending on the requirements set within their licensing agreement. Unfortunately, player obviously failed to meet RedBet Casino verification process and decided to close their account and perform chargeback instead which is in fact a violation of the general casino terms and conditions.

Based on the above, AskGamblers Complaints Team have not other choice but to reject the case.

AskGamblers

• Support Team

vor 7 Jahren

Based on the above, AskGamblers Complaints Team have not other choice but to reject the case.

becks21uk

• Vereinigtes Königreich • 2 Bewertungen

vor 7 Jahren

Dear Emil

No they didn't and infact enough is enough and now my account is now closed with redbet this what i choose and i shall not ever use redbet casino again i will make sure that nobody else uses redbet casino, halifax bank refunded me the original deposit of £150, i am really sorry but this was the only action that had to be taken in my eyes. i have never gone through this kind of bad experience in many years of playing online. do take care now

Regards.

Redbet Casino

• Representative

vor 7 Jahren

Good morning BeckS21UK,

I just wanted to check with you if the customer support team reached out to you during the weekend or not?

I cannot see in your replies from Friday that you could confirm if they'd approached you or not.
Please get back to me here if you're without reply and I will contact them once again to see what's going on.

I will be at your disposal until we have received further information in this matter.

Best regards,
redbet Emil

Redbet Casino Beschwerde-Statistik

Gelöst 6 / 16

Durchschn. Betrag $7,913

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

Redbet Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

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 >

Gelöst

€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!

Ungelöst

£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

Ungelöst

£2,800

Closed my account and won't refund

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.

Ungelöst

£30

Closing account due to previous closure with MrGreen but stalling refund