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Question Help with REDBET issue - disappearing funds!

C

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
Good evening all,

Apologies in advance for a long email and advice request butI was recommended this site for help.

so basically I was playing in redbet yesterday (been a member for 6 months or so). And I was about to deposit but saw I had a balance of £7.29 and I’m one of those :} who likes to clear a balance before making a deposit (always been eager to get a good balance from a low start for some reason) so I hit donuts on 50p stake and managed to get the balance up a little before hitting a mega win with purples which pushed me up to £600 roughly. I kept playing for a while and after getting bored went to change game only to find on the account screen section that my balance hadn’t updated.

so after going into a few games the balance was again the same, so I went back into donuts after trying to call the customer service line (no one available) and my balance was still there. . About 45 mins later I got to £900 and then hit big on £7.50 on a bonus winning over £2K so my balance was £3,159.

i then decided it’s time to stop and make a withdrawal but the same issue occurred so I called the customer services team (every good hit was video recorded after I moticed my balance disappearing the first time so all wins and balance changes (significant ones) were pictured and also I have video evidence of playing ).

so when I call customer services and explain my situation they inform me there is no log of any activity in my account that day and the last time I played was 5th of January!

I have since sent an email with photo and video evidence (after spending hours uploading it to onedrive as the files are too big!) .

Has anyone had an issue like this before and if so can you let me know what happened please? Lucky I was at home so had my iPad to record my gameplay otherwise I would have had no evidence at all, I even recorded my playing while talking to the customer service agent and he couldn’t see any activity, im now worried about playing redbet again as next time I maybe unable to record things and it obviously shows there is a flaw in their systems or data tracking..



thanks and sorry for for the long message!
 
chris10398 said:
Sorry can’t seem to edit the title as I miss clicked post, it should be help with Redbet issue “ dissapearing funds
Click to expand...
No problem, I'll remedy that for you!

"Help with REDBET issue - disappearing funds!" There ya go.
 
Last edited:
Jono777 said:
Daft reply but it has happened in the past.....

"You weren't playing in 'fun' money mode, somehow, maybe?"
Click to expand...
That did cross my mind too - I remember playing the Rapist at Trada once, was banging away on it and I noticed I was playing 40p bets and my balance was just under £1000! After being in real play at £1.20 stakes or something, I had left it a few minutes and when I resumed I was on demo! I'd obviously been logged out :rolleyes:
 
dunover said:
That did cross my mind too - I remember playing the Rapist at Trada once, was banging away on it and I noticed I was playing 40p bets and my balance was just under £1000! After being in real play at £1.20 stakes or something, I had left it a few minutes and when I resumed I was on demo! I'd obviously been logged out :rolleyes:
Click to expand...

What? :eek::eek:
 
Dunno about anyone else, but just had a quick ganders and i get no option to play donuts in demo mode on my tablet while logged into my account. And when logged out it and clicking on it it just sais "sorry you need to create an account before we let you test this game"



"I even recorded my playing while talking to the customer service agent and he couldn’t see any activity"

That agent surely knew that you were logged in as well?


Strange stuff, also, that's an odd amount to notice, £7.29 in your balance . If u were in fun mode surely you would have noticed the initial starting balance that fun mode provides during the game, often £1000 or some high figure. (and wouldn't the fun mode balance reset itself after leaving the game? I dunno.)
 
I think it sounds like he is playing on someone else account with a couple providers and that it's been a mix up with accounts, so he's going back and forth. That have happened before.
The other one in that case is the lucky guy.
 
I had that happen and ended up doing a PAB that was successful. I'm not sure how to get the link, but maybe someone can post it for you. Max will do the PAB for you to try and get your winnings, but you have to read the rules and NEVER discuss it on any forum, here included until it's done. Good luck :)
 
Glassheart said:
I actually googled the rapist slot too wow :laugh:

I was like surely that can't be real. Off to sleep I go
Click to expand...
LOL...yes, it's the nickname 'Raping Rhino' as it tends to mercilessly rape your bankroll. Metaphorically speaking.
 
Hi all and thanks for all the replies.

@Jono777 : no I definitely wasn’t playing on fun mode as I started playing the game with my balance which was £7.29 on a low stake so my balance was decreasing and increasing with bets/wins. I also on the call with the customer service team got them to confirm there is no fun mode available at redbet just in case there was some glitch with my account, again I was on call with the rep and spinning whilst recording to confirm everything on video and get some form of proof as pictures wouldn’t do anything as there is no time or date stamp.

@adamtheaddict: yes that is correct the agent confirmed he could see when I was logged in and also confirmed the times I wasn’t logging in which was when I was playing the game (again confirmed on video recording) so basically he could see the times I was logged in but couldn’t see any activity whatsoever in my account history (gaming history which includes bets win/loss data obviously). Also yes you are correct about my balance, when I started I was on a very low stake and just got lucky and built it up with a couple of big hits so I’m 100% positive it was not on demo mode, I even took pictures of all my big wins after I first noticed the issue and recorded bonuses including the £2k win.


@Tirilej no I was playing on one account only which is mine, when I started doing the video log after noticing the issue I recorded the phone (I did some spins to prove it was love) then exited the game and clicked the button in the top right for my account, this showed it was my account and also showed the balance stuck on £7.29 to prove I was on my account as photos don’t prove anything. Also, I video recorded (from my iPad) the call (from my phone) to the customer services agent at redbet and switched between the call screen (which was on soeaker) and went back into the game and span 10 times to show my balance changing and then closed the game and went to my account to prove it was mine whilst still on the phone to him (all in video). I only have one account and was logged into my account the whole time.

@bebo67 thanks bebo although I’m not sure what a PAB is and also who max is :/
 
chris10398 said:
Hi all and thanks for all the replies.

@Jono777 : no I definitely wasn’t playing on fun mode as I started playing the game with my balance which was £7.29 on a low stake so my balance was decreasing and increasing with bets/wins. I also on the call with the customer service team got them to confirm there is no fun mode available at redbet just in case there was some glitch with my account, again I was on call with the rep and spinning whilst recording to confirm everything on video and get some form of proof as pictures wouldn’t do anything as there is no time or date stamp.

@adamtheaddict: yes that is correct the agent confirmed he could see when I was logged in and also confirmed the times I wasn’t logging in which was when I was playing the game (again confirmed on video recording) so basically he could see the times I was logged in but couldn’t see any activity whatsoever in my account history (gaming history which includes bets win/loss data obviously). Also yes you are correct about my balance, when I started I was on a very low stake and just got lucky and built it up with a couple of big hits so I’m 100% positive it was not on demo mode, I even took pictures of all my big wins after I first noticed the issue and recorded bonuses including the £2k win.


@Tirilej no I was playing on one account only which is mine, when I started doing the video log after noticing the issue I recorded the phone (I did some spins to prove it was love) then exited the game and clicked the button in the top right for my account, this showed it was my account and also showed the balance stuck on £7.29 to prove I was on my account as photos don’t prove anything. Also, I video recorded (from my iPad) the call (from my phone) to the customer services agent at redbet and switched between the call screen (which was on soeaker) and went back into the game and span 10 times to show my balance changing and then closed the game and went to my account to prove it was mine whilst still on the phone to him (all in video). I only have one account and was logged into my account the whole time.

@bebo67 thanks bebo although I’m not sure what a PAB is and also who max is :/
Click to expand...
@Casinomeister. Can you help direct him to Max and PAB services? I don't know how. Thanks!
 
chris10398 said:
@bebo67 thanks bebo although I’m not sure what a PAB is and also who max is :/
Click to expand...
PAB - player arbitration service, a free service here at CM, max is the PAB guy

Submit Your Online Casino Complaint - Casinomeister
 
bebo67 said:
@Casinomeister. Can you help direct him to Max and PAB services? I don't know how. Thanks!
Click to expand...
?
if you know how to flag Bryan you know how to direct someone to flag max
and if you dont where to find PABs its probably a good time to go find out
 
Thank you so much for the explanation. I will defiantly find out more about this, however I think it’s fair to give redbet time to come back with an explanation and result hopefully meaning I get my money that I won.

I’m just worried that the data tracking of my gameplay was non existent, I mean if I wasn’t st home playing then I would have no way of recording what was happening and had no proof which surely would have meant I was fighting a lost cause!
 
Sounds like it could been an issue between the provider and RedBet, should be solveable, but it might take them some time.
 
Hi all,



so so after submitting video evidence to redbet and pictures of me playing (while being on the phone to the CS agent ) they couldn’t find an issue internally (no account activity tracking of this period of play) and approached the operator and the operators response was “it appears and seems like the player was playing on freeplay mode”



redbet then forwarded this this response to me and said the case is now closed from their side and won’t discuss it anymore.

So after submitting videos of my balance changing whilst logging in and out of the game and also starting from a low balance and working my way up to a good balance over 3 hours AND also confirming with their agent that there is no freeplay mode on dognuts at redbet whilst looking around and not finding a freeplay option myself they refuse to budge as the operator said I “seemed “ like I was playing on freeplay mode , I assume redbet didn’t bother to tell the operator that they don’t have a freeplay mode... any advice please?
 
Operator: "It appears and seems like the player was playing on freeplay mode"

Redbet: It seems he was playing on something that we don't actually have. Move on, nothing to see here.

:rolleyes:

(Assuming there is, as the cs apparantly claimed, no freeplay on donuts at redbet) I know i can't get freeplay on RB anyway

Sorry that it's not actual "advice". Sounds pretty lame if truly accurate, and fwiw i ceartinly will never consider giving another dime to them again, if they can't be bothered to point out something that is so simple and should be knownby them, like the fact freeplay doesn't even exist lol. How do some of these people manage to get jobs in this industry? Bloomin unreal :(
 
chris10398 said:
Hi all,



so so after submitting video evidence to redbet and pictures of me playing (while being on the phone to the CS agent ) they couldn’t find an issue internally (no account activity tracking of this period of play) and approached the operator and the operators response was “it appears and seems like the player was playing on freeplay mode”



redbet then forwarded this this response to me and said the case is now closed from their side and won’t discuss it anymore.

So after submitting videos of my balance changing whilst logging in and out of the game and also starting from a low balance and working my way up to a good balance over 3 hours AND also confirming with their agent that there is no freeplay mode on dognuts at redbet whilst looking around and not finding a freeplay option myself they refuse to budge as the operator said I “seemed “ like I was playing on freeplay mode , I assume redbet didn’t bother to tell the operator that they don’t have a freeplay mode... any advice please?
Click to expand...

It really sounds odd. We do have the provider from BTG here and obviously it's them who have told Redbet that it must have been in freeplay mode even though it doesn't exist. Maybe he could help. @Big Time Gaming
...or you can do as adviced before and PAB.
 
Thanks for the reply both of you.

Yes I don’t quite understand what is going on and the response from redbet has been terrible , so when I first approached them about my response I’ve had 1 phone call (4 days after saying I’ve nearly reached VIP level and I will get it if I keep playing)

And 3 emails (one reply to my email asking for confirmation they have received all my evidence) and the 2nd was an email to confirm I understand responsible gambling (good timing I guess?) and the last to give me the outcome of their investigation.

Is it coincidence that I got the call about VIP and the email about responsible gambling within a week of my issue? ;)

So they have basically made no attempt to synthesise with my issue and are completely reactive rather than proactive which isn’t something I’d expect when I’ve nearly reached “VIP” level :).

I’ll look into the Pab but my daughter is in hospital so haven’t got as much time as I like at the moment
 
Thanks Adam and yes I agree.

Having said that, when I first called them about my issue the CS rep was trying to find donuts on their list of games to check my activity and after searching for it he said they don’t have the game and asked if I’m calling the right number :a he was spelling it doughnuts ...
 
Strange.. but it wasn’t a case that I jumped into the game and it started on £100 or something , I started playing with my actual balance and worked my way up over time and when exiting the game and going back in my balance was the same so it definitely wasn’t freeplay. I even asked the CS guy on the phone and he confirmed it .

How can it put you in freeplay mode when it doesn’t have that option I wonder. I’m so confused how my issue is even possible :s
 
pinnit2014 said:
It is odd with Redbet because a few times, despite there not appearing to be free play mode, it has went into it for me for some odd reason: Ended up having to come out of the game and back in. That was a bit ago....
Click to expand...

Maybe it went into streamer account mode and had you continued you would have also smashed it ;)

Strange indeed.
 
who says you cant play it in fun mode ? im doing it right now ? :cool:

redbfun.webp
 
chris10398 said:
Thanks for the reply both of you.

Yes I don’t quite understand what is going on and the response from redbet has been terrible , so when I first approached them about my response I’ve had 1 phone call (4 days after saying I’ve nearly reached VIP level and I will get it if I keep playing)

And 3 emails (one reply to my email asking for confirmation they have received all my evidence) and the 2nd was an email to confirm I understand responsible gambling (good timing I guess?) and the last to give me the outcome of their investigation.

Is it coincidence that I got the call about VIP and the email about responsible gambling within a week of my issue? ;)

So they have basically made no attempt to synthesise with my issue and are completely reactive rather than proactive which isn’t something I’d expect when I’ve nearly reached “VIP” level :).

I’ll look into the Pab but my daughter is in hospital so haven’t got as much time as I like at the moment
Click to expand...


Really sorry to hear about your daughter and hope she gets well soon but the amount of time you are spending on the thread you could have used to PAB. This is honestly the best way to get your issue resolved.
 
Yes ok but you’re not logged into to your account so it’s different than my situation, I started on my original balance and was playing for 2 hours and also exited the game and went back in to the same balance etc. Thanks for pointing out the freeplay tho, how do you access it as I can’t find it anywhere ?
 
pinnit2014 said:
Yeah... if you’re logged in there’s no ‘free play’ mode (which is odd as most places only allow you into free play mode once logged in for age verification purposes etc)

When my glitch happened I think I had 10000 showing after a 20 deposit so iv assumed it was freeplay it put me into.
Click to expand...

Yes in the UK you must be logged in to play in demo mode.
 
Ok Borgie thanks , I assumed it would be a lengthy process but I will definitely do it soon.

Also about having to be in the uk to play demo mode whilst logged in,
I’m in the uk and I don’t see any form of demo mode..
 
chris10398 said:
Ok Borgie thanks , I assumed it would be a lengthy process but I will definitely do it soon.

Also about having to be in the uk to play demo mode whilst logged in,
I’m in the uk and I don’t see any form of demo mode..
Click to expand...

Sorry wasn't saying for redbet specifically . I don't play there so no idea whether they have demo mode but if a casino does have demo mode in the UK you need to be logged in to play it
 

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