Casino - making it hard to withdraw

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Well last night as can see from Bonanza thread, won a large sum of money with Redbet. 2 days early won 600 and was processed in about 8hrs. I checked casinomeister review as says no payout limits, but I thought double check and website states measly 3000 euro limit to withdraw to debit card.

Twice last night I asked on live chat about the withdrawal, none stated withdrawing it in one go would be a issue. Today I ask and he states the limit is £2,300 per withdrawal limit and I should cancel the withdrawal and split it up. So if I hadn't asked again, who knows how long still be pending for them to tell me to cancel it and retry. Now whole pending period starts again.

The review also states you can lock the withdrawal, I asked on chat she said not possible just log out. Not worried about playing it back but why does it state they offer this feature.

NOW they also want documents to proof id and address, again why was this not e-mailed to me to be asked this, or on my previous withdrawal??

All of this I only get told because I go on a live chat?

Never understand why these casinos make it hard when withdrawing large money, think will stick with large bookmakers everything is always straight forward for me their.
 

dunover

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Well last night as can see from Bonanza thread, won a large sum of money with Redbet. 2 days early won 600 and was processed in about 8hrs. I checked casinomeister review as says no payout limits, but I thought double check and website states measly 3000 euro limit to withdraw to debit card.

Twice last night I asked on live chat about the withdrawal, none stated withdrawing it in one go would be a issue. Today I ask and he states the limit is £2,300 per withdrawal limit and I should cancel the withdrawal and split it up. So if I hadn't asked again, who knows how long still be pending for them to tell me to cancel it and retry. Now whole pending period starts again.

The review also states you can lock the withdrawal, I asked on chat she said not possible just log out. Not worried about playing it back but why does it state they offer this feature.

NOW they also want documents to proof id and address, again why was this not e-mailed to me to be asked this, or on my previous withdrawal??

All of this I only get told because I go on a live chat?

Never understand why these casinos make it hard when withdrawing large money, think will stick with large bookmakers everything is always straight forward for me their.


They may ask you to split the w/d up into smaller segments for debit card, but as you are in the UK they cannot ration it out over an extended period. I think the 2300 is around the KYC trigger mark so you may have got a standard scripted e-mail regarding that. If you remember the 50k Videoslots winner I think he mentioned initially he had to action multiple withdrawals for a while until they sorted it for him.

There is no banking reason why a UK debit card cannot take any amount of refund, from 1p to £1m. I would suggest it's a processor thing.

Given the circumstances I'm sure the Redbet rep could hurry it up for you.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
They may ask you to split the w/d up into smaller segments for debit card, but as you are in the UK they cannot ration it out over an extended period. I think the 2300 is around the KYC trigger mark so you may have got a standard scripted e-mail regarding that. If you remember the 50k Videoslots winner I think he mentioned initially he had to action multiple withdrawals for a while until they sorted it for him.

There is no banking reason why a UK debit card cannot take any amount of refund, from 1p to £1m. I would suggest it's a processor thing.

Given the circumstances I'm sure the Redbet rep could hurry it up for you.

But my issue is, both times I went on chat they never stated withdrawing £4850 in one go was a issue, only third time this morning did he say you can't withdraw that much in one go, so split it into separate withdrawals. Why did previous two chat agents not tell me this.

I got no e-mail either asking me to do this, he told me it wouldn't clear until I did this, so I would have had no clue unless I went and asked, I then said well I'm annoyed withdraw pending has been wasted can you manually approve it. He then comes back asking me for ID, again why was I not e-mailed about this?

I have sent both ID now, but that states upto 48hr pending period to review the ID then further 1/2 days to process. Just ridiculous time length and wasted time not being informed properly. Again they paid out £600 without ID, so why was it not asked then?

edit: found the rep, but not online for 2 weeks. messaged anyway
 
Last edited:

colinsunderland

Experienced Member
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Jan 28, 2016
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uk
There is no banking reason why a UK debit card cannot take any amount of refund, from 1p to £1m. I would suggest it's a processor thing.

Yeah exactly that, not sure why a processor would put those limits on either tbh. If I go and buy a £20k watch and return it for a refund I wouldn't be happy if they started doing loads of £2300 refunds. They take it in one go, they can do refunds in one go.
I've had a £6k withdrawal from Casumo and others over £2300 from other casinos in the past and hasn't been a problem. Videoslots have the same card limits though don't they, so probably is something from the processing side.

@Mr Green-Redbet_Customer supportRep
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
They may ask you to split the w/d up into smaller segments for debit card, but as you are in the UK they cannot ration it out over an extended period. I think the 2300 is around the KYC trigger mark so you may have got a standard scripted e-mail regarding that. If you remember the 50k Videoslots winner I think he mentioned initially he had to action multiple withdrawals for a while until they sorted it for him.

There is no banking reason why a UK debit card cannot take any amount of refund, from 1p to £1m. I would suggest it's a processor thing.

Given the circumstances I'm sure the Redbet rep could hurry it up for you.

Transactions over 10k are queried by banks for Visa transactions but not stopped.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Oh follow up on this. Seems the incorrect DOB is on the account(my partners DOB), since we both gamble when I signed up it has auto filled my partners DOB and obviously I didn't notice. We are talkings YEARS ago the account was opened. Redbet don't even show you your DOB on your profile, so i'ts been that way for years and had withdrawals processed since then and clearly I had no idea or Redbet till checking with the ID today.

Obviously just a mistake, but could they void the win on this? I have called them and they have forwarded the reason to ID department, but half expecting them to use it as a excuse not to pay.

All other details, and ID sent is all matching and deposits from correct account etc.. nothing other than wrong DOB, fact it matches my partner clearly shows it's a auto fill error on my part, offered to forward my partners ID or to get in touch and we both live at same address, so hopefully they use common sense. I've never had this issue before so not sure if they will simply fix the DOB or make a issue. Anyone any idea?
 

EkJR

Senior Member
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Location
Glasgow
How did they verify the account in the first place if the DOB was wrong is what I would be asking. They have 72 hours from first deposit and it's been in place for years that rule.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
How did they verify the account in the first place if the DOB was wrong is what I would be asking. They have 72 hours from first deposit and it's been in place for years that rule.

You're asking me, it was a shock, I had a withdrawal of £600 processed just 2 days ago. It's been open years(at least 1, 2 maybe more years)?. Deposited and withdrawn fine since it's been open. Had no clue all that time it was incorrect. If it was a random DOB I could understand it looking dodgy, but fact it's my partners hopefully they get back to me quickly and sort it. As that sort of money is very large to me and not one I want to lose for simple error.
 

colinsunderland

Experienced Member
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How did they verify the account in the first place if the DOB was wrong is what I would be asking. They have 72 hours from first deposit and it's been in place for years that rule.
Yeah exactly, the failing is on their part .

Have you contacted the rep nutnut?
 

EkJR

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Location
Glasgow
You're asking me, it was a shock, I had a withdrawal of £600 processed just 2 days ago. It's been open years(at least 1, 2 maybe more years)?. Deposited and withdrawn fine since it's been open. Had no clue all that time it was incorrect. If it was a random DOB I could understand it looking dodgy, but fact it's my partners hopefully they get back to me quickly and sort it. As that sort of money is very large to me and not one I want to lose for simple error.

Yeah I don't see how they can't pay it out on that basis, no matter if you entered any date of birth which was over 18. I commented on a similar post yesterday. They check 3 things...Voters roll, date of birth and overall age. If any of those fail they need to request a copy of ID to confirm. They clearly haven't in this case and must honour the withdrawal. Just as if they missed this and verified an account for a problem gambler who wasted money after verification, they would be entitled to deposits back. It's a failing of their own terms.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Yeah exactly, the failing is on their part .

Have you contacted the rep nutnut?

Yes but since they not been online for 12 days. I imagine I will get a answer back off the ID team sooner. I don't feel a justification to void it, so I will be really pissed if they come back with any T&C bs. It was all deposited money that resulted in that win, no bonuses.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Yeah I don't see how they can't pay it out on that basis, no matter if you entered any date of birth which was over 18. I commented on a similar post yesterday. They check 3 things...Voters roll, date of birth and overall age. If any of those fail they need to request a copy of ID to confirm. They clearly haven't in this case and must honour the withdrawal. Just as if they missed this and verified an account for a problem gambler who wasted money after verification, they would be entitled to deposits back. It's a failing of their own terms.

im interested to where you got that info because outright flat Novibet does not do this. ive tested it three times.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
The DOB thing can be an issue, but if everything else is you and verified and you don't have other acc connected to you, then there shouldn't be a problem.

We have a account each in our own names and have for years and is no issue. Same at mr green, and every other casino. Never come cross issue anywhere unless using the accounts for bonuses only then this abuse .

Fact we have a account each hopefully verifies the mistake.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Ok this is even more confusing. Waiting on ID team to give the ok and sort everything. I log in and notice the withdraws all 3 of them showing as successful. This is odd as it states they processed at 11am, at 3pm they was still asking to explain the DOG error. Live chat says its processed, but has no clue the fact if ID team are verified now. And how can they process it at 11am whilst it was still pending at 3 on my account.

One massive mess this, I want to be excited the withdrawal is good, but the way this has been handled until I get a e-mail saying everything ok or I see the money I will remain cautious. Took a screenshot incase they claim it's not processed.
 

EkJR

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Location
Glasgow
im interested to where you got that info because outright flat Novibet does not do this. ive tested it three times.

Read the terms of the UK licence. If after 72 hours they can't verify your age on the basis of those 3 things then they must freeze your account and prevent further deposits. I will find the section when I get home.
 

EkJR

Senior Member
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Feb 3, 2018
Location
Glasgow
Ok this is even more confusing. Waiting on ID team to give the ok and sort everything. I log in and notice the withdraws all 3 of them showing as successful. This is odd as it states they processed at 11am, at 3pm they was still asking to explain the DOG error. Live chat says its processed, but has no clue the fact if ID team are verified now. And how can they process it at 11am whilst it was still pending at 3 on my account.

One massive mess this, I want to be excited the withdrawal is good, but the way this has been handled until I get a e-mail saying everything ok or I see the money I will remain cautious. Took a screenshot incase they claim it's not processed.

I'd say your ok in that case
 

aceking123

Paleo Meister (means really, really old)
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Mar 4, 2008
Location
uk
Sorry for slight derail, & would this also stand for duplicate accounts exactly the same info tk which has been sent in yet,its terms state they can keep your deposits?? & its within their terms ?
 

EkJR

Senior Member
MM
Joined
Feb 3, 2018
Location
Glasgow
Sorry for slight derail, & would this also stand for duplicate accounts exactly the same info tk which has been sent in yet,its terms state they can keep your deposits?? & its within their terms ?

The UKGC do not have detail on when a casino has to return deposits but can take regulatory action and as part of that they can ask the operator to return funds to a player. However, what is clear in the LCCP is that if an underage player is found they must return all deposits. The stated terms in the LCCP says that if they cannot ensure the age of a player in 72 hours the account must be frozen. So, for me, unless you are underage, it would only be deposits made following the 72 hours that could realistically be questioned.
 

EkJR

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nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
Rep has messaged me.

Asked them to confirm withdrawals processed and ID sorted as I have not heard anything back today so far.
 
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