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Question on verification - Redbet

Discussion in 'Online Casinos' started by Wononrhino, Jul 11, 2018.

    Jul 11, 2018
  1. Wononrhino

    Wononrhino Full Member

    Location:
    England
    For the first time since opening accounts at casinos over many years my drivers licence has been rejected as a valid proof of id. The reason given was it was not an official government id document. I challenged this very strange reasoning to be told they needed a photo. So my drivers licence was issued to me prior to the change when a photo was introduced, yet I have in over a dozen accredited casinos here never had a problem, until now.

    Ironically my passport has expired and redbet is requesting a photo id card before accepting my verification and before I am able to withdraw. I have now had to get a government id card with a photo stating the very same details as my drivers licence and costing me £80 in the process.

    My question is why is it so important to have my photo to be verified? and is it a tactic to delay my withdrawal in the hope I will put it all back? Currently 5k

    So redbet rep, please explain as I am frustrated that you have taken me on this journey especially as I was first told it was fine and then the customer rep changed his mind saying on the phone 'we all make mistakes'

    It does feel very much like a tactic to stall my withdrawal which has now been there over a week pending. Funny how I can deposit and my money is gladly taken!

    Would appreciate thoughts as I await my photo id card in the post.

    Hope all that makes sense.

    Many thanks.
     
  2. Jul 11, 2018
  3. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    A few years ago I had some issues with Redbet verification relating to my utilities bill, forgot the details, and it was not a pleasant experience. I did get paid in the end, took a few days, when they were finally satisfied with the docs I submitted.

    You may contact the rep via the top ribbon (Staff and iGaming Reps). In the meantime, you could temporarily close your account if you're worried about playing it all back...

    I understand your frustration, they didn't handle this matter properly. But you will get paid.
     
    mack341 and Wononrhino like this.
  4. Jul 11, 2018
  5. Wononrhino

    Wononrhino Full Member

    Location:
    England
    I have now provided them with an official uk photo id card as they had requested and now they are telling me they are not sure if it can be accepted. It is a government approved card from validate uk. Can someone help me please as I am finding this shocking and distressing and feel they are just stalling in the hope I put my winnings back.

    I have provided everything they asked for through requests on email. Please can someone direct me to the rep here. Its so wrong on so many levels.
     
    mack341 and Mouche12 like this.
  6. Jul 11, 2018
  7. zonalkman

    zonalkman Newbie member

    Location:
    London, UK
    If you're worried about playing it back, I believe Redbet allow you to set a loss limit - i.e. you can set this so that you can't lose more than, say, £10. You could also take a time-out until it's sorted.

    As for contacting the rep - if you click the "Staff and iGaming Reps" link at the top of the forum, you should see the Redbet rep on there.

    Hope that helps,

    A
     
    orion, mack341 and Wononrhino like this.
  8. Jul 11, 2018
  9. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    LadyJelena and Wononrhino like this.
  10. Jul 11, 2018
  11. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Thank you. I have sent a pm to the rep so await their response and will update here. It is so wrong imho. A government uk driving licence was sent along with a building society letter. The letter was approved but I was told to submit a photo id card to compliment my drivers licence as it did not have a photo (its the old uk drivers licence prior to introducung the new photo documents) but still official from the government.

    I then spend £40 to get a photo id validating who I am from validate uk and going through all required security checks including getting a sponsor to confirm who I am in writing and then phone call. It is a government approved id card with photo which was requested by a Miriam.

    Now they are just playing me around in the hope I put winnings back saying they will forward details to relevant department and to await their response.

    This has never happened before in over a dozen casinos that are on the recommended list here, validating was a breeze and they are all part of the ukgc and abide by the rules. I have even offered my birth certficate with a selfie, but no, not good enough due to ukgc rules...

    So it may be that I now have to apply for a new drivers licence with photo costing more money when I have already provided all they asked for. They have asked me to provide a photo id card which I have at my expense. Everything is legitimate yet they keep moving the goalposts.

    To me this is not right, in fact it's very wrong.

    Thank you if you have got this far, what are others thoughts on this? Is this extreme? Or am I wrong here.....It coincides with a withdrawal.

    Thank you.
     
    Last edited: Jul 11, 2018
  12. Jul 11, 2018
  13. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Latest news. Live chat seem to know nothing about my last conversation, have apparently rejected my id and deleted my documents. This is bizarre, rep, where are you? I have private messaged you.
     
  14. Jul 11, 2018
  15. LadyJelena

    LadyJelena CM Account Manager Staff Member CAG MM

    Occupation:
    Account Manager @ Casinomeister
    Location:
    Serbia
    The rep might reply with a little delay as he had some injury recently and still recovering. Hope he'll be much better soon and answer this query asap. I've sent him this thread to his Skype also.
     
    Wononrhino likes this.
  16. Jul 11, 2018
  17. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Hi Winonrhino,

    If it's taking so much time ask Live Support to temporarily close your account, that is if you can send the required docs (once more) to their email address - so you won't be tempted to reverse your withdrawal. It's not fun, and it sometimes happens that verification takes way too long, but you will get paid in the end.
     
    Wononrhino likes this.
  18. Jul 12, 2018
  19. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Thank you everyone. I am awaiting to here back from the rep. I understand the procedures, my concern is that they do not see my UK drivers licence as an official government document which it is, because it does not have a photo.

    They state:
    'The (I.D.) Identification Document provided is not an officially recognised document. Official I.D.'s must be government issued - Passports, Driving Licences or National ID cards. Full name, date of birth, picture, date of issue and expiry date must be clearly visible.'

    So my official government drivers licence apparantly is not official!!!

    I was asked to supplement with a photo id card but that has now been rejected.

    I am now in the process of renewing my uk drivers licence to the new format with photo id to be verified. This can take up to 3 weeks:(...The whole experience is extremely stressful and as said previously I have never experienced this before from any other ukgc casino.

    I am awaiting the reps response please.

    I will update here on progress.

    Thank you to everyone who has replied, very much appreciated.

    Best Wishes.
     
    Last edited: Jul 12, 2018
    Mouche12 likes this.
  20. Jul 12, 2018
  21. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Many thanks for the update.

    Best Wishes.
     
    LadyJelena likes this.
  22. Jul 12, 2018
  23. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    None of this should be happening. The UKGC is wanting casinos to do away with this kind of KYC and use electronic verification. The UK does not actually have a "government issued" ID card, it has "government approved issuers" of ID cards like Validate UK. In effect, the issuing of ID cards has been privatised in the same way that water and railways have. UK facing casinos should learn how the UK operates otherwise they will end up getting tangled up in the ongoing investigation into whether or not casinos are making it unnecessarily difficult for players to withdraw. I think demanding a document that doesn't exist in the UK isn't going to go down too well with this investigatory panel.
     
  24. Jul 12, 2018
  25. Wononrhino

    Wononrhino Full Member

    Location:
    England
    My thoughts exactly, and yes it was validate uk, the photo id was rejected after telling me to get a photo id card in the first place, to my expense.

    It is wrong on so many levels and to be told my uk drivers licence is not government approved because it does not have a photo is quite shocking. I now have to go through the laborious task of getting a new drivers licence with my photo for id..it takes up to 3 weeks to process and arrive.

    They will not accept my birth certificate and I feel they are going out of their way to stall the withdrawal and make life hard for me imho in the hope I put the money I have won back. I can think of no other explanation, I stand to be corrected here if anyone thinks I am wrong to feel this way.

    Thank you for your very interesting input. I await a reply here from the REP.
     
    Last edited: Jul 12, 2018
  26. Jul 12, 2018
  27. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Update: I have yet to have a response from the rep either here or by pm. I am progressing with redbet through customer services (they seem very nice and polite) and in the process of renewing my Drivers licence to a photo id drivers licence to complete verification.

    I would still like a response from the rep please here regarding this, as it has been very stressful and I require reassurance.

    Many thanks.
     
  28. Jul 12, 2018
  29. Mr Green Affiliates

    Mr Green Affiliates Senior Affiliate manager

    Location:
    Malta
    Good Afternoon guys,

    I am super sorry for the long reply, however RedBet Rep is recovering from a serious injury which is the reason for him not being able to reply. I am taking care of Mr Green side, however will try to help you out.
    The requirements on what documentation can be accepted and which cannot are stated in The EU Money Laundering Directive 2015 which applies to all EU member states and must be complied. The Directive applies to banks and the whole of the financial sector as well as to lawyers, notaries, accountants, real estate agents, casinos and company service providers.
    I am sorry to hear that it might bring you certain unconvenieces but please be assured it is not Redbet who is trying to intentionally cause them to you but the law which we have to obey.
     
    LadyJelena likes this.
  30. Jul 12, 2018
  31. Wononrhino

    Wononrhino Full Member

    Location:
    England
    [​IMG]
    Thank you for the reply, I am sorry to hear about the rep:(.. I understand what you are saying. I do not have a problem with what you say. I am presently applying for my new drivers licence with 'photo' to complete the verification. My issue was that my perfectly 'legitimate' government issued drivers licence was not accepted because it did not have a photo. I was asked to produce a photo ID to compliment my drivers licence which was then rejected, at my expense. Intentionally or not, it has become a very stressful experience. My address has been verified, the problem was with my perfectly legitimate drivers licence. I trust you understand, it would have been far easier to have just told me to renew my drivers licence with the new photo id one, rather than make me spend money and time on a photo id from validate, which in fact all along would not have been accepted....This has delayed my verification, I now have to wait a further 3 weeks for my new drivers licence to arrive,even though I have a legitimate government issued drivers licence already. I feel the answer has been somewhat generic and not personal to my issues raised. you say a national id card from the government is another form of id, it does not exist in the UK, and was removed in 2011 and taken over by the likes of validate who are government approved issuers of photo id cards.

    • The (I.D.) Identification Document provided is not an officially recognised document. Official I.D.'s must be government issued - Passports, Driving Licences or 'National ID cards.' Full name, date of birth, picture, date of issue and expiry date must be clearly visible.
     
    Last edited: Jul 12, 2018
  32. Jul 12, 2018
  33. Wononrhino

    Wononrhino Full Member

    Location:
    England
    Question on verification - Redbet: Old licence.jpg,Jul 12, 2018 Question on verification - Redbet: Old licence.jpg,Jul 12, 2018

    This is an example of the old format UK drivers licence that I sent you. It is a perfectly legitimate and government issued document, yet was rejected!
     
  34. Jul 12, 2018
  35. colinsunderland

    colinsunderland Experienced Member MM webmeister

    Occupation:
    affiliate
    Location:
    uk
    Can you point me to the exact section where the ID requirements are stated please? I've read it and couldn't find it. Also, I guarantee photo ID is not required as there are plenty of people in the UK who do not drive and do not go abroad on holiday. If photo ID was a requirement these people would not be able to open a bank account, buy a house, and plenty of other things, which clearly is not the case.

    Also, would this be an anti money laundering check or KYC, I did presume from the request made it was KYC
     
    Last edited: Jul 12, 2018
    Mouche12 and Tirilej like this.
  36. Jul 12, 2018
  37. pinnit2014

    pinnit2014 Senior Member MM PABinit

    Occupation:
    Work with figures, other audit-y things
    Location:
    Glasgow
    Sky Vegas et al verify you electronically for KYC, without a document or a photo passing their desks. And i'll make a presumption that they're not breaching their licensing by doing it this way.

    You have places like Experian that have a dedicated KYC package companies can buy to negate the need of pictures/4 corners etc so I'd find it very odd that a photo ID is a pre-requisite to knowing your customer - as Colin said, if that was the case, my bank doesn't know who i am :what:
     
    Mouche12 likes this.
  38. Jul 12, 2018
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    So, why does the EU not also REQUIRE member states to actually issue a qualifying document to all citizens because of The EU Money Laundering Directive 2015. Not requiring this of the UK government places UK citizens at a disadvantage given that EU directives assume that all member states operate a national ID card scheme.

    How come also the EU has not banned the UK government from passing responsibility to validate UK (a private company) for the issuing of a voluntary UK national ID card, it being the ONLY option available. Now, have the EU commission dropped the ball, or is it some companies misinterpreting the The EU Money Laundering Directive 2015 that is causing all the trouble?

    In this case the player only has to wait 3 weeks to get a renewed driving licence, but what would the situation be if he couldn't drive, or worse, would never be allowed to drive due to a disability or medical condition. None of these barriers are made clear at the sign up stage, it is just a statement about a "government issued ID document", and "driving licence" is one that the terms say would be accepted without caveat that only recently issued photo versions are accepted, and not long held licences of those who passed their test decades ago.
     
    Mouche12 likes this.

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