Davies466666666 vs Redbet

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
Hiya all.

Redbet are insisting I provide letter from my bank stating old debit cards used are no loger active.

Both my old card we're verified by Redbet Casino and used to deposit and withdraw.
I have sent them photo's of front/back of these old cards.
Pic of me with bank statement
and all the other ID checks.

Redbet insist a letter from my bank, after visiting and phoning my bank I was told they do not provide these letters and have never heard of anything like this.

Where do I go from here??
This whole thing has put me into a state of depression, I feel sick...
 

Lincolnuk

Senior Member
MM
Joined
Dec 9, 2012
Location
Lincolnshire
I Had the same from a casino before. Think it was Mrsmiths. They was okay in the end and reset my account so it was not showing the. Had to jump up and down a bit for a full verification and recheck after but all was good
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
this is getting ridiculous now, why do these casinos think we can do the impossible just for them,people change lose cards all the time, just what is the big problem
 

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
Have you contacted the rep?

Yes messaged rep earlier.

It just feels like they have target me because I'm an older lady, hoping I will give up and walk away..
I'm in contact with their support and have ticket number. But it's going around in circles.
My old debit cards we're verified the traditional way by sending pics of front and back, over a span of 3 years I was using these cards daily with Redbet depositing and withdrawing.
A new debit card arrived from bank, then it all started with the proof of old cards have expired..

I wouldn't mind I still have pics of old cards on computer but they want the verification off bank in letter form...
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
Yes messaged rep earlier.

It just feels like they have target me because I'm an older lady, hoping I will give up and walk away..
I'm in contact with their support and have ticket number. But it's going around in circles.
My old debit cards we're verified the traditional way by sending pics of front and back, over a span of 3 years I was using these cards daily with Redbet depositing and withdrawing.
A new debit card arrived from bank, then it all started with the proof of old cards have expired..

I wouldn't mind I still have pics of old cards on computer but they want the verification off bank in letter form...

Has the rep replied ?are all the cards old and new linked to the same bank account ?
 

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
Has the rep replied ?are all the cards old and new linked to the same bank account ?

The two expired cards they are asking about are old cards that we're used on their website and both we're verified by Redbet Casino.
All my cards are with same bank account, including the new card -
Rep hasn't replied back yet, only messaged him this morning.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
That’s weird - the cards have expired, you’ve said they’ve previously been verified so I’m unclear why they’re saying you need a bank letter. For what? Showing they’re expired? The expiry date, which they have, tells them that.
 

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
That’s weird - the cards have expired, you’ve said they’ve previously been verified so I’m unclear why they’re saying you need a bank letter. For what? Showing they’re expired? The expiry date, which they have, tells them that.

I'm fumming!!
We're not even talking about a lot of money here, it's the principle.
It's because I'm a woman in my later years.

Strangely the first contact I had over this issue, the Customer service person asked for pics of my old cards, which I thought I no longer had. She then asked for the bank letter thing.
I then recovered the old pics of my cards, miraculously they we're buried away in a folder on computer, sent them in, but shes sticking with the letter.

It seems to me Redbet make their own rules up to prevent withdrawals.
I feel for people who get trapped who have a few hundered pounds they can't withdraw...
 

mimi26

Meister Member
Joined
May 17, 2012
Location
uk
so you used the cards so they are well aware what the expiry date is but they are still insisting you get a letter that the bank cant produce..........yeah that makes sense
 

snorky510238

Chief glockenspiel maker
Joined
Jan 12, 2018
Location
Uk
This should not be happening time and again. If anything needs verification it should be flagged up when depositing ( prevention is always better than cure). If a casino accepts a deposit via a certain card then unless something has changed in the meantime which is highly unlikely you should be able to withdraw to that same card no questions asked. I can't see for the life of me why something so simple is being made so complex. Unless it's purely for the reason that they hope you can't be bothered with all the rigmarole and end up losing it.
 

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
My account was in credit when I received new debit card, so I was advised by Redbet to deposited £10 off new debit card to put it on their system, then on withdrawal all this happened...
It's almost as if to say "hold on your withdrawing you money back to a new debit card, whats going on here!"

I don't know where I stand here....In a court of common seance, I'm in the right.
 

Cody7

Full Member
Joined
May 25, 2018
Location
Deep Sea
Dont ever feel depressed mate, im sure theres a solution feel free to pm and ill try help however i can
 

slotter999

Dormant account
Joined
Oct 22, 2013
Location
UK
This thread is depressing. Yet again we have casinos getting customers to jump through hoops and always with the upper hand of holding players money to ransom. These aren't one off issues. It's become the new norm. Common sense has been abandoned and has instead been replaced with rigid processes that have very little bearing to how things work in the real world. Letters from you banking confirming you once had a card but no longer have it? What a complete piss take.

And as for why they are doing this. This isn't some nefarious plan to get your money (at least I don't think so). This is just an industry that doesn't really care about it's customers.....especially winning ones. I know the OP doesn't want the hassle but I'd be tempted to kick off a small claims to get the funds back if the casino won't back down.

What a time to be a mug punter!!!
 

adamjames

Newbie member
PABnoaccred
Joined
May 29, 2018
Location
Uk
Bit like the old "please provide your bank statement showing debit card number"...
So frustrating for you.You do wonder if casinos indeed try stalling tactics.
 

Davies466666666

Newbie member
PABaccred
Joined
May 30, 2018
Location
Wirral
I have thought about taking this to a small claims court but the company are based in Malta. I'm not sure how this would work using my local court house.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Yeah I would PAB for this.
UK banks do not issue these letters, and if they did, they would charge for them.
Redbet already have the card details that include the expiry date, and photos of the cards to double confirm that so know for a fact they are expired.
Maybe the rep can link to the regulation he is referring to that specifically state this has to be done? I know the regulations quite well and have never seen this one. @EvokeGamingManager
 
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