RedBet Witholding My First Deposit

I posted this in online casino section but I believe this to be a full complaint now. So, I was recommended Redbet through the reviews on here and my first experience has been frustrating to say the least. The staff seem unhelpful and clueless, even admit they "do not know." Apparently my deposit is going through a security clearance, and has been taken out my account but isn't showing on my redbet account. Now, on the site (hidden and not in terms, had to google it) it says it takes a matter of minutes for all deposits to be checked from VISA (my payment method) and it's been over 12 hours now (16 to be precise), a time I was told that it wouldn't take up to, after one of the many chats I had with them.

What urks me is that when depositing there was no mention of them holding first deposits. As I mentioned, I had to literally look at someone elses same predicament through google to find it only should take a matter of minutes. Now, I know it's a waiting game but when I am told it won't amount to a specific time I expect them to stick to it. Provided below are a couple of chats I had with them. I may have been a little rude on one of them but what you don't see is them telling me to come back in an hour, atleast four times! And when I did they said this below.

There seems to be an element of BS there. IF their claim is true, then EVERY player's first deposit would be subjected to this manual check, which seems to take a matter of a couple of hours. This would cause a right stink.

There is the possibility that this is CS making it up as they go along, and that what has REALLY happened is rather different. There is a known issue within the industry that causes some deposits to somehow get stuck in the system, leaving them in a kind of limbo. This can happen when there is an interruption of service at a critical time during the process, which leaves the money gone from the players' card or eWallet, but not automatically placed into their casino account. This then requires manual intervention from the payments team who have to first look for "orphaned" transactions on the system, and then complete them so that the balance is ready for play. This often tends to get done "during office hours", which is another reason to call BS on this as we don't hear of players who deposit during the weekend after joining all being told they will have to wait till Monday in order to play.

From the bank's end, a failed transaction can appear to have been debited, but in fact has only been "authorised", and not completed. The funds will then be "orphaned" at the bank's end, and the merchant has a certain length of time in which to use that authorisation to claim the money, after which it expires and the funds are credited back to the card.

mabye???

Some countries block credit cards from making casino deposits it happened to me so i use a web wallet.
Also if you not a normal casino deposited the bank may have flagged and blocked\held the transfer till you contact them.
Sometimes it can be some card types or some banks it does happen. Also it depends on your country's gambling rules.

Thanks vinylweatherman, it makes sense that it is that, however, I wonder why they would be deceitful about it. Although it is office hours now and it still hasn't been processed, so I am still wary of this. It is still bad practice in my opinon, do RedBet have a representitive here?

Also, I'm from the UK so the laws are quite strict, and the bank has authorised the payment has I contacted them to make sure.

Redbet prompt answer

Dear Adam, Dear all,

I would like to start by introducing myself. My name is Marius Filip and i am Senior Affiliate manager at Redbet.

Please let me firstly apologize for any inconvenience caused and I can assure you that we treat every case with it's due urgency. Kindly note that I informed our payments department to look into the problem and we will get back to you ASAP. This is an extremely rare instance and I’m truly sorry that happened to you. It seems that the issue is a failed transaction from bank's end.

Thanks and kind regards, Marius

RedBetManager1 said:

Dear Adam, Dear all,

I would like to start by introducing myself. My name is Marius Filip and i am Senior Affiliate manager at Redbet.

Please let me firstly apologize for any inconvenience caused and I can assure you that we treat every case with it's due urgency. Kindly note that I informed our payments department to look into the problem and we will get back to you ASAP. This is an extremely rare instance and I’m truly sorry that happened to you. It seems that the issue is a failed transaction from bank's end.

Thanks and kind regards, Marius

Click to expand...

Well thanks for your reply and I did get my funds back. However, a new issue arrises:

Hope you are well!
We have noticed that you have requested a withdrawal from your account at Redbet.
However, we can also see that you have made a deposit and requested a withdrawal shortly afterwards without wagering your deposit fully.

Our security department has cancelled your withdrawal in wait for an explanation in order to be able to process your withdrawal. Please be informed that a withdrawal fee of 3.5% might be deducted on all transactions not wagered or used for game play in order to cover the transaction charges.

Also note the following from our terms and conditions;
3.5 Deposits made to a Player’s Account must be used as wagers in games on the Site. A deposit must be wagered at least once before a withdrawal can be initiated. All wagers are binding for the Player when made and cannot be cancelled. If a wager is placed or a hand is played using the username and password of a Player it will be considered to have been made by that Player and therefore valid.

We wish you a lovely afternoon!
Best regards,
Daniel

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This is incredibly shady. Doesn't anyone else think so? I luckily managed to make 121 euros from a 65 euro deposit but now its saying I have to wager my entire deposit, wait what? I could understand if I took a deposit bonus. Don't get me started on the 3.5% fee.

Also, your chat support guy confirmed I could make a withdrawal. And yet, I have no withdrawal button.

asparkes15 said:

Well thanks for your reply and I did get my funds back. However, a new issue arrises:



This is incredibly shady. Doesn't anyone else think so? I luckily managed to make 121 euros from a 65 euro deposit but now its saying I have to wager my entire deposit, wait what? I could understand if I took a deposit bonus. Don't get me started on the 3.5% fee.

Also, your chat support guy confirmed I could make a withdrawal. And yet, I have no withdrawal button.

Click to expand...

This is a rule across all sites if you did your research. Nothing shady about that. Sorry to sound a bit cheeky but that is also money laundering law not just the casinos.
You can just ask how much of you deposit you need to wager and get it done. You are sure of profit.

added NOTE: also good thing to read terms and conditions before you start playing at a new site.

PaaskeDKnowUK said:

This is a rule across all sites if you did your research. Nothing shady about that. Sorry to sound a bit cheeky but that is also money laundering law not just the casinos.
You can just ask how much of you deposit you need to wager and get it done. You are sure of profit.

added NOTE: also good thing to read terms and conditions before you start playing at a new site.

Click to expand...

All fixed and in withdrawal process now. It's not a matter of doing research, sometimes casinos keep these hidden very well away from terms and conditions. Just like there was no mention of holding first-time deposits anywhere on the site.

But it's all sorted now and I'll wait to see if I get paid. I can't fault the gaming side of things, it is very smooth. But my suggestions for RedBet Manager, is to key up your chat support as they seem to not know what is going on, maybe to no fault of their own.

Thanks

asparkes15 said:

All fixed and in withdrawal process now. It's not a matter of doing research, sometimes casinos keep these hidden very well away from terms and conditions. Just like there was no mention of holding first-time deposits anywhere on the site.

But it's all sorted now and I'll wait to see if I get paid. I can't fault the gaming side of things, it is very smooth. But my suggestions for RedBet Manager, is to key up your chat support as they seem to not know what is going on, maybe to no fault of their own.

Thanks

Click to expand...

Hi again Adam,

I am glad we cleared the things up and that everything is solved now. Regarding T&C everything is transparent at Redbet, unfortunately this is an extremely rare instance and I’m truly sorry that has happened to you.

That said, if there is anything we can do to make your playing experience in our platform more joyful please do let me know.

Have a lovely weekend ahead everyone !

Thanks and kind regards,
Marius