Question Help with REDBET issue - disappearing funds!

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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?
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
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 :(
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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?

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.
 

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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
 

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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 ...
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
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....
 

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
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....

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

Strange indeed.
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
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.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
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


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.
 

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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 ?
 

Borgie

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

Yes in the UK you must be logged in to play in demo mode.
 

chris10398

Dormant Account
Joined
Jan 9, 2019
Location
United kingdom
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..
 

Borgie

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

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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