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

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MrKevJH Vereinigtes Königreich
Veröffentlicht am 8. August 2018

Hi,

I made a withdrawal on my Redbet account on July 28th 2018 of £40,000, to which my VIP account manager informed me that the transaction was processed on Tuesday 31st of July and it would take 1-5 banking days as per the casinos T&C's to reach my account, we are now nearing the end of the 5th banking day (Tuesday 07/08/2018) to which I still have no funds in my account.

I have contacted Redbet number of times, which in fairness, my VIP account manager has replied promptly, however this doesn't get me my money. I have been given transaction numbers along with ARN numbers and was told to contact my bank to chase and they would be able to trace the transaction. On 4 separate occasions I have spoken with my bank and to management within my bank and they have informed me that no funds have been received and that when they were there would be no hold up in them reaching my account. I have since gone back to Redbet and relayed this information, to which I was then informed that they couldn't chase the money from their bank as the funds had "left the system". I'm beginning to get tired and frustrated with this whole situation as I'm beginning to believe that I am being lied to somewhere along the line. I have been told that there are numerous amount of checks for my bank to do which could delay it and that the bank wouldn't tell me about, which I find very hard to believe as my bank are telling me the complete opposite.

My account is fully verified and I have had large withdrawals from Redbet before this one which have all gone through next day in most cases.

This is now looking at going beyond the stated 1-5days stated in the T&C's and I cant see any solution forthcoming.

MrKevJH Vereinigtes Königreich
Veröffentlicht am 8. August 2018

Update,

I have now been contacted by a Daniel from “Mr. Green” casino. He knows all about my situation, however I have absolutely know affiliation with this casino, have never opened or tried to open an account with this casino. Now I’m extremely concerned as to why my personal details are being shared with a completely separate casino.

Very very worrying.

Veröffentlicht am 9. August 2018

Greetings MRKEVJH,

First of all I am sorry to hear about your displeasure with this case and also about the worrying aura of the response from Daniel.

When it comes to Mr Green I can confirm that they've acquired redbet late 2017 with everything official early 2018.
Therefor the Mr Green side of the business are helping out in this matter and your personal details are not being shared to any separate casinos.

When it comes to your case I got confirmation that you were in contact with one of the VIP managers who's explained the situation for you and hopefully given you the information you need in order for your bank to track and confirm the transaction.

It's very unfortunate that it's taking longer than usual but with the ARN ref you have received it can hopefully give you some comfort.

We are not in any way trying to steal or withhold your money and unfortunately delays to occur and unfortunately you have been struck by the lightning of misfortune in that regard.

If you have any issues with your bank tracking the transfer or if you would at any point feel that you are not being responded to please let me know and I will see what I can do from my end.

Just to make you aware we are not allowed or able to post any case sensitive information in the forum but we can always give you open information and act as a middle man. Anything too specific have to go through either the VIP managers or the Customer support department.

Best regards,
redbet Emil

MrKevJH Vereinigtes Königreich
Veröffentlicht am 9. August 2018

Hi

My VIP account manager did confirm the information regarding Mr. Green which I am now happy with.

However, as I mentioned in my previous complaint. I have asked my bank to track the ARN number on 4 separate occasions and one extra occasion today making it 5 times now, each time they have come back to me explaining that they cannot find any transaction to my account under that number, so no the ARN doesn't give me any comfort whatsoever.

My latest phone call from my VIP manager she states that "it does look like the money is lost", we are now coming to the end of second week without my money.

Under no circumstances should it take this long on your side of things.

It feels like i'm going round and round in circles being told the same old story by yet another person.

I would like this resolved before the end of the day 10/08 because this cant run on into a third week. its ridiculous.

Veröffentlicht am 10. August 2018

Hi again,

First of all I'm glad to hear that you were reached out to and informed about the Mr Green situation.

In regards to the payment I can only refer you to the VIP managers that you are in contact with.
They are working on this and trying to find out what's happened and have a much deeper insight than I am able to provide you with in this forum,

I fully understand your frustration but I can at least assure you that we are doing all we can in this matter.

Regards,
redbet Emil

MrKevJH Vereinigtes Königreich
Veröffentlicht am 12. August 2018

Hi Redbet,

I appreciate that you may not be able to do much, however, as hard as my VIP manager is trying (which I do believe is very hard) even she doesn’t seem to be able to get any information very quickly. I was asked to send in my bank transactions on Friday 10th August, I’m assuming to prove that the money has never reached my account, which I did and I’m hoping for an update tomorrow. We’re now going to be entering a third week which is extremely frustrating.

Veröffentlicht am 14. August 2018

Good morning MRKEVJH,

I hope you are alright over there!

After speaking with the VIP department I received an update that the payment providers themselves are now investigating the issue and are in contact with each other.

It's an unfortunate chain of events but it seems like there was nothing we could have done to prevent it.
Now we can just wait until they come back to us with more information.

Regards,
redbet Emil

MrKevJH Vereinigtes Königreich
Veröffentlicht am 14. August 2018

Hi Redbet,

Yes I have been informed directly that the payment providers are investigating with VISA now to gain a proof of transaction, however, rather more worryingly, I was told then that I can take this to my bank who can "find my withdrawal", now I have spoken to my bank on numerous occasions, last night being the latest - to which I was passed through to the Global payments team personally, they again tried to search with the "ARN" number (everybody I have spoken to at my bank has never even heard of an ARN number, whether this is known as something different between companies I'm not sure) supplied by Redbet, again nothing appeared under that number. They even tried to search for the amount of £40,000 in all the transactions coming IN to Barclays since 31/07/2018, to which there were over 1400, none of which were to my account. Now although I have spoken to my bank on numerous occasions, I don't feel that a "proof of transaction" should be passed to me to then deal with, as mentioned in my email to the payments team, my bank have requested that Redbets bank speak directly with them to resolve this and that Redbet's bank will know how to go about doing this.

My concern here is that my bank are unable to find a transaction that clearly hasn't reached them, so a "proof of transaction" from Redbet, leaves me no closer to a resolution as my bank wont be able to find it. I have contacted Redbet and asked if there is a different reference number that it could be under a couple of times now to which I haven't had a response to that question (I am awaiting a reply from the payments team from my email last night).

We are now entering into a third week, with no sign of this being resolved. I think its quite clear to everybody that a mistake has been made somewhere, and the money is either lost or has gone to a wrong account, however, nobody your end seems to want to admit that is the case.

MrKevJH Vereinigtes Königreich
Veröffentlicht am 15. August 2018

UPDATE

Redbet are now ignoring all email contact to them, despite me being promised daily updates, even if there was nothing to report.

I have requested numerous transaction numbers from them which my bank assured me will be obtainable, only for my requested to be ignored completely.

Looks like Redbet are having a lovely time with my £40,000!!!

MrKevJH Vereinigtes Königreich
Veröffentlicht am 15. August 2018

SECOND UPDATE

I have now been informed that a problem with my transaction has been found (finally). And that Redbet are working with their payment provider to sort the issue and get the money to me.

Hopefully this is this week.

AskGamblers
Veröffentlicht am 18. August 2018

Dear Redbet Casino,

Please let us know if there's some update regarding this case.

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