Can I request a deposit refund?

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Hi all,
Forgive me, I am new to the whole forum thing. I have been reading threads throughout this forum and wanted to highlight an ongoing issue I have with Redbet in search of some advice.
I recently registered an account with them a couple of weeks ago and was able to deposit a considerable sum of money as soon as I opened the account which was eventually lost. Having returned to login a couple of hours after registration, Redbet had blocked my account and told me that I had a self exclusion with Mr Green that was initiated a couple of years ago and closes on the 19/5/2023. This is Redbets sister company. Not knowing that these two sites had an affiliation, I did some research into both sites and also found that William Hill (also self excluded until 2023) has involvement with Mr Green, to whom I am still self excluded with having confirmed with them after contacting them via phone.
It became clear that although my deposits were allowed, I was at no point going to be able to have winnings or withdrawals from my account accepted and I wanted to know if I have grounds for a refund request of my deposits? I should stress that I was under no implication that these sites were linked, as is the case with William Hill.
The registration details for Redbet were identical to those of my self excluded Mr Green account bar a change of email address with Name, Address, Phone No. and DOB the same. I have contacted Redbet who have just said that it has been escalated to the relevant department and they will contact me soon although it has been nearly 10 days. I have contacted Mr Green and William Hill separately to confirm the ongoing self exclusion I have with them as well. It just feels as this is a failure of customer care and social responsibility. It was always going to be a lose lose for me as the customer, regardless if I had any winnings. In addition, Mr Green has had a considerable amount of time to transfer my registration details to Redbet to update their database and block the opening of an account. Both sites operate under MGA, I don’t know if that info helps though.
Having read similar threads, it looks like people in the end, reach the desired solution but I’d really like some help from anyone out there that can advise!
Look forward to hearing from you all.
 

Moom

Newbie member
Joined
Aug 9, 2019
Location
UK
You absolutely should be given a refund. I had the exact same problem with these idiots when they refused a refund. They then escalated it to a formal complaint and they refused again. I then told them the terms they quoted were flawed and that I do not let these things go, and they refunded me with an apology. I pressed on and asked them why they refused a refund in the first place and told me it was a misunderstanding between departments. Somehow, 2 people looked at it and both came to the same conclusion that it was a not worthy of a refund, but it is all a ''misunderstanding''. They're idiots and should not be trusted.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Thanks for your reply. What terms did they quote exactly and what were the flaws in them? They’ve been very difficult to get hold of and I’m continually being fobbed off assuming they are just waiting for me to give up the chase, however I feel completely taken advantage of in this situation. Did you manage to get a refund in the end?
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
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PABnononaccred
CAG
mm3
Joined
May 22, 2012
Location
the bus shelter, opposite GCHQ Benhall
Hi all,
Forgive me, I am new to the whole forum thing. I have been reading threads throughout this forum and wanted to highlight an ongoing issue I have with Redbet in search of some advice.
I recently registered an account with them a couple of weeks ago and was able to deposit a considerable sum of money as soon as I opened the account which was eventually lost. Having returned to login a couple of hours after registration, Redbet had blocked my account and told me that I had a self exclusion with Mr Green that was initiated a couple of years ago and closes on the 19/5/2023. This is Redbets sister company. Not knowing that these two sites had an affiliation, I did some research into both sites and also found that William Hill (also self excluded until 2023) has involvement with Mr Green, to whom I am still self excluded with having confirmed with them after contacting them via phone.
It became clear that although my deposits were allowed, I was at no point going to be able to have winnings or withdrawals from my account accepted and I wanted to know if I have grounds for a refund request of my deposits? I should stress that I was under no implication that these sites were linked, as is the case with William Hill.
The registration details for Redbet were identical to those of my self excluded Mr Green account bar a change of email address with Name, Address, Phone No. and DOB the same. I have contacted Redbet who have just said that it has been escalated to the relevant department and they will contact me soon although it has been nearly 10 days. I have contacted Mr Green and William Hill separately to confirm the ongoing self exclusion I have with them as well. It just feels as this is a failure of customer care and social responsibility. It was always going to be a lose lose for me as the customer, regardless if I had any winnings. In addition, Mr Green has had a considerable amount of time to transfer my registration details to Redbet to update their database and block the opening of an account. Both sites operate under MGA, I don’t know if that info helps though.
Having read similar threads, it looks like people in the end, reach the desired solution but I’d really like some help from anyone out there that can advise!
Look forward to hearing from you all.


If you were playing under a cross-license Self-Exclusion you would not be paid if it transpired sites and exclusions were linked. Your bets are therefore void and should be cancelled and deposits refunded. I say this on the assumption you made a genuine error and didn't change any significant details across accounts at this group.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
If you were playing under a cross-license Self-Exclusion you would not be paid if it transpired sites and exclusions were linked. Your bets are therefore void and should be cancelled and deposits refunded. I say this on the assumption you made a genuine error and didn't change any significant details across accounts at this group.
Having contacted both Mr Green and Redbet, they inform me that they operate under a cross license and when I initially mentioned the case to the former, they said self exclusions apply to all their sites. The information entered was identical at both sites bar a change in email address of which had been a genuine change. There are undeniable links between the sites.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Having contacted both Mr Green and Redbet, they inform me that they operate under a cross license and when I initially mentioned the case to the former, they said self exclusions apply to all their sites. The information entered was identical at both sites bar a change in email address of which had been a genuine change. There are undeniable links between the sites.
Having contacted both Mr Green and Redbet, they inform me that they operate under a cross license and when I initially mentioned the case to the former, they said self exclusions apply to all their sites. The information entered was identical at both sites bar a change in email address of which had been a genuine change. There are undeniable links between the sites.
If you were playing under a cross-license Self-Exclusion you would not be paid if it transpired sites and exclusions were linked. Your bets are therefore void and should be cancelled and deposits refunded. I say this on the assumption you made a genuine error and didn't change any significant details across accounts at this group.
Have still had no response from Mr Green or Redbet despite having been promised a response having chased them up. Is there another avenue I can go down?
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
Hey, In this case you should indeed get your deposits refunded as @dunover already mentioned, all bets are void.
I agree, it is very difficult these days to find out whether casinos are intertwined in the background.
I have no self exclusions myself but I always check the bottom of the casino homepage to see from what company that particular casino is, just a habit of mine.

I really hope you get your deposits back and next time you sign up somewhere make sure they are not part of a group where you might have self excluded in the past, if unsure call them or pop into live chat if available.
Saves a lot of hassle afterwards.

Keep us posted bud.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Hey, In this case you should indeed get your deposits refunded as @dunover already mentioned, all bets are void.
I agree, it is very difficult these days to find out whether casinos are intertwined in the background.
I have no self exclusions myself but I always check the bottom of the casino homepage to see from what company that particular casino is, just a habit of mine.

I really hope you get your deposits back and next time you sign up somewhere make sure they are not part of a group where you might have self excluded in the past, if unsure call them or pop into live chat if available.
Saves a lot of hassle afterwards.

Keep us posted bud.
Thanks for your reply! Near enough all responses I have received from my issue mention that all bets should be void and deposits consequentially refunded. It’s just an absolute nightmare to get hold of them!
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Apologies for reaching out on here again, I still haven’t had a response from
You do not have permission to view link Log in or register now.
. Nor have I had contact from either representatives on this forum. I’m not sure what avenue to go down here? I have been repeatedly pushed aside and told that “rest assured, your case is with the relevant department”. I was also promised that a separate request to send a transcript of a live chat would take 24 hours to be emailed to me. It has been 8 days!
Any advice is gratefully received.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
Apologies for reaching out on here again, I still haven’t had a response from
You do not have permission to view link Log in or register now.
. Nor have I had contact from either representatives on this forum. I’m not sure what avenue to go down here? I have been repeatedly pushed aside and told that “rest assured, your case is with the relevant department”. I was also promised that a separate request to send a transcript of a live chat would take 24 hours to be emailed to me. It has been 8 days!
Any advice is gratefully received.
If you don't get a satisfactory response, or run out of patience, submit a PAB complaint by clicking the button at the top of the forum.
CasinoMeister will take this up with them on your behalf.

PAB.jpg

KK
 

Mr Green-Redbet_Customer supportRep

Senior Affiliate manager
Joined
Nov 12, 2012
Location
Malta
Hello 'boydie12',

Apologies for the delay in our response. Thank you very much for your patience.

Firstly I am very sorry to hear of all the issues you have faced. Regarding the link between the brands, we have been building the capability to merge the customer databases and so if you have a self-exclusion with one of our brands we would apply that across all brands as soon as we were able to.

What I would like to do however to help you with you case is kindly ask that you email us directly and write in the subject "FAO Complaints Team" so that my team can take a proper look at your account and help you further with your complaint. Please kindly make sure to include as much information as possible so that this will help us with resolving your case quicker.

I unfortunately cannot discuss any private information over this platform but do look forward to hearing from you soon so we can discuss and investigate this thoroughly.

Thank you very much for your understanding and cooperation.

Kind Regards,

The Mr Green Team
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
As long as the WH customer service team haven't taken over running this then a refund is the only outcome in terms of RG and fairness. I fear that if WH are involved anywhere in this process you will get nothing.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Hello 'boydie12',

Apologies for the delay in our response. Thank you very much for your patience.

Firstly I am very sorry to hear of all the issues you have faced. Regarding the link between the brands, we have been building the capability to merge the customer databases and so if you have a self-exclusion with one of our brands we would apply that across all brands as soon as we were able to.

What I would like to do however to help you with you case is kindly ask that you email us directly and write in the subject "FAO Complaints Team" so that my team can take a proper look at your account and help you further with your complaint. Please kindly make sure to include as much information as possible so that this will help us with resolving your case quicker.

I unfortunately cannot discuss any private information over this platform but do look forward to hearing from you soon so we can discuss and investigate this thoroughly.

Thank you very much for your understanding and cooperation.

Kind Regards,

The Mr Green Team
Dear Mr Green/Redbet representative,

Thank you for your response, it is the first I have had with regards to my issue since the end of September. I have duly emailed your customer service team and labelled the subject as required.
I look forward to hearing from you and if there is anything else I can do please let me know.

Regards,

David
 

Mr Green-Redbet_Customer supportRep

Senior Affiliate manager
Joined
Nov 12, 2012
Location
Malta
Hi there 'boydie12',

Thank you for your reply and for contacting us directly. This will be picked up by my team and investigated thoroughly and we will update you as quick as possible.

Thank you very much for your patience and cooperation in the meantime.

Kind Regards,

The Mr Green Team
 

johnnymcc1966

Senior Member
Joined
Dec 12, 2017
Location
United Kingdom
Hey, In this case you should indeed get your deposits refunded as @dunover already mentioned, all bets are void.
I agree, it is very difficult these days to find out whether casinos are intertwined in the background.
I have no self exclusions myself but I always check the bottom of the casino homepage to see from what company that particular casino is, just a habit of mine.

I really hope you get your deposits back and next time you sign up somewhere make sure they are not part of a group where you might have self excluded in the past, if unsure call them or pop into live chat if available.
Saves a lot of hassle afterwards.

Keep us posted bud.
I think you make a good point regarding the intertwining on casinos as I had no idea Redbet and William Hill were even connected. Mr Green and Redbet could be given their Swedish heritage but William Hill has been a British bookmaker for longer than I've been on earth and its not easy to tie that together with a Swedish company. I also do tend to look at the casino group but more to check they haven't got a solely Curacao licence than anything else.
 

boydie12

Newbie member
Joined
Oct 4, 2019
Location
United Kingdom
Hello all,
Thought I’d give an update on my situation. Finally got a response from a Mr Green representative and am happy to inform that I have been returned the full deposit amount. The reason they stated was due to the same core details were given on a William Hill Account despite being self excluded, so ultimately, an account should never have been allowed to be opened. They cited database merging issues.
I am glad at the overall outcome but their customer service has been pretty poor in truth. I speak about Redbet in this instance in fairness, they were shocking at handling the issue. Mr Green however have been rather helpful.
I hope this is of help to anyone that suffers the same kind of problem!
Thanks for your help everyone
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Hello all,
Thought I’d give an update on my situation. Finally got a response from a Mr Green representative and am happy to inform that I have been returned the full deposit amount. The reason they stated was due to the same core details were given on a William Hill Account despite being self excluded, so ultimately, an account should never have been allowed to be opened. They cited database merging issues.
I am glad at the overall outcome but their customer service has been pretty poor in truth. I speak about Redbet in this instance in fairness, they were shocking at handling the issue. Mr Green however have been rather helpful.
I hope this is of help to anyone that suffers the same kind of problem!
Thanks for your help everyone

Glad it's resolved. Count yourself lucky it wasn't William Hill you were asking for the money from, you would never have seen it. WH have the worst customer service and escalation service, called Second Opinion, that I have ever encountered. Second Opinion is there to formally confirm the nonsense spouted by the original Cs agent
 

Mr Green-Redbet_Customer supportRep

Senior Affiliate manager
Joined
Nov 12, 2012
Location
Malta
Hello 'boydie12',

Hope you are well.

I am happy to see you are satisfied with the outcome of your complaint. I would like to apologise again for the inconvenience you experienced with us and I will take on your feedback regarding the service you received, apologies again.

If you need anything else at all please let us know and we will be more than happy to help you.

Kind Regards,

The Mr Green Team
 

Skephan

Full Member
PABaccred
PABnononaccred
PABnononaccred2
PABinit
Joined
Dec 20, 2016
Location
Earth
I have exactly the same query with an additional email send to Redbet stating that I don't want my account to be opened. I was SE at MrGreen forever and the email send they mention never have received it, but my email clearly states it has been delivered.
I have also noticed when I send an email to support of MrGreen I get an ticket immediately whilst with Redbet after support read my email thus not automatically. This creates human errors.
I really loved playing at Mr Green when the site just opened but their services seem to go downhill in my opinion. Reading also mutiple posts on this forum and at other fora regarding the exact same issue(SE at Mrgreen yet Redbet accepts SE'ed players) . ...
 

Mr Green-Redbet_Customer supportRep

Senior Affiliate manager
Joined
Nov 12, 2012
Location
Malta
I have exactly the same query with an additional email send to Redbet stating that I don't want my account to be opened. I was SE at MrGreen forever and the email send they mention never have received it, but my email clearly states it has been delivered.
I have also noticed when I send an email to support of MrGreen I get an ticket immediately whilst with Redbet after support read my email thus not automatically. This creates human errors.
I really loved playing at Mr Green when the site just opened but their services seem to go downhill in my opinion. Reading also mutiple posts on this forum and at other fora regarding the exact same issue(SE at Mrgreen yet Redbet accepts SE'ed players) . ...

Good morning "Skephan",

Thank you for leaving your review and I am very sorry for any inconvenience and for the troubles you've experienced.

In order to take a further look at this for you, please can you kindly email us directly with the subject "FAO Complaints" and my team will pick this up for you and be able to discuss and have a closer look at your account and advise further.

Thank you very much for your cooperation.

Kind Regards,

The Mr Green Team
 
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