Question on verification - Redbet

[Mr Green representative]

View attachment 92893 View attachment 92893

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!

Dear Wononrhino.
I would like to begin with thanking you for raising this as we are constantly looking at ways to improve our procedures and all kind of feedback is always welcomed.
When it comes to the account verification procedure, there are a few things to keep in mind. First of all there are certain requirements from the license regarding what documents are needed, and how they should look. Please note that there are quite some different requirements between land based operators and online based sites.
Furthermore there are further anti-money laundering steps and 'best practice' procedures to follow to ensure that we minimise the risk of any fraudulent activity being carried out via our services.
The drivers license which you issued is something that we sadly could not accept, as it is a type of document which can easily be manipulated being only a paper document and having handwritten text as well, as this is easy to edit. A photo ID is something which is a standard request in the online gambling industry.
Now, I would to stress the fact that we do not mean to say that we accuse or suspect you of something like manipulating your documents or trying to defraud our company, it is simply a rule we follow in all cases like these to ensure that we operating in the best responsible manner as we can.
I understand that this can bring some frustration as I understand how it is waiting for your winnings, but I can assure you we are looking forward to being able to process your winnings and send them your way. If you are worried of playing away your funds then please contact us and ask us to set your account on such a status so that you cannot wager them.
If you have any further questions please let us know, in the meanwhile we will await the photo ID that you've advised should be arriving to you via post.

 

[colinsunderland]

Dear Wononrhino.
I would like to begin with thanking you for raising this as we are constantly looking at ways to improve our procedures and all kind of feedback is always welcomed.
When it comes to the account verification procedure, there are a few things to keep in mind. First of all there are certain requirements from the license regarding what documents are needed, and how they should look. Please note that there are quite some different requirements between land based operators and online based sites.
Furthermore there are further anti-money laundering steps and 'best practice' procedures to follow to ensure that we minimise the risk of any fraudulent activity being carried out via our services.
The drivers license which you issued is something that we sadly could not accept, as it is a type of document which can easily be manipulated being only a paper document and having handwritten text as well, as this is easy to edit. A photo ID is something which is a standard request in the online gambling industry.
Now, I would to stress the fact that we do not mean to say that we accuse or suspect you of something like manipulating your documents or trying to defraud our company, it is simply a rule we follow in all cases like these to ensure that we operating in the best responsible manner as we can.
I understand that this can bring some frustration as I understand how it is waiting for your winnings, but I can assure you we are looking forward to being able to process your winnings and send them your way. If you are worried of playing away your funds then please contact us and ask us to set your account on such a status so that you cannot wager them.
If you have any further questions please let us know, in the meanwhile we will await the photo ID that you've advised should be arriving to you via post.

Why haven't you answered my questions?
Where does the AML EU directive state what ID you can accept?

Where does the UKGC license you hold state you can only accept photo ID? A hint, it doesn't.
The driving license provided does not have hand written information on it, it has a signature, you know, same as a photo license has.
As I stated, a photo driving license is quite easy to manipulate for KYC purposes, not much harder than a paper one, with some cheap hardware.
If you are requesting this under the Anti Money Laundering regulations, then you should not be using it for KYC purposes, the UKGC is quite clear on that.
You clearly stated you have to follow the same rules as banks, solicitors etc, yet none of those HAVE to see photo ID, so, if the rules are the same, why do you say you have to? Here is a link to exactly what ID a bank can accept - note, it specifically says old style paper driving license

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• one document from the UK Photo ID list (must be taken into a branch, please do not post)
OR
• two separate documents: one from the Proof of Name list below and one from the Proof of Current Address list. The same document can't be used to prove your name and address.


Evidence we need to see Applying in branch Applying by post
Valid full UK driving licence (inc. old style paper) Yes No
Valid provisional UK photocard driving licence Yes No
Valid full EEA passport or EU member state ID card Yes No
UK-based bank or building society statement (must be less than 3 months old) with debit or credit card. Don't send this by post Yes No
UK-based bank or building society statement (must be less than 3 months old) No Yes
Letter from Benefits Agency including Universal Credit welcome letters (must be less than 12 months old) Yes Yes
Letter from a professional person who knows you (solicitor, accountant, doctor, social worker or probation officer)
Yes Yes
Valid Student ID Card from a recognised UK university or valid NUS card with photo and date of birth Yes No
Proof of Current Address
Evidence we need to see Applying in branch Applying by post
Valid full UK driving licence (inc. old style paper)
Yes
No
Valid provisional UK photocard driving licence
Yes
No
UK-based bank or building society statement (must be less than 3 months old)
Yes
Yes
UK-based bank or building society credit card statement (must be less than 3 months old)
Yes
Yes
UK mortgage statement (must be less than 12 months old)
Yes Yes
UK gas or electricity bill (must be less than 3 months old) Yes Yes
UK phone bill (not mobile; must be less than 3 months old) Yes Yes
UK water bill (must be less than 12 months old) Yes Yes
UK council tax bill (must be less than 12 months old) Yes Yes
UK Credit Union statement (must be less than 3 months old)
Yes
Yes
Letter from Benefits Agency, including Universal Credit welcome letters (must be less than 12 months old)
Yes
Yes
Benefit letter from your local housing authority (must be less than 12 months old)
Yes
Yes
Tenancy agreement from a housing association or a council
Yes
Yes
Letter from a university or college (must be less than 12 months old)
Yes Yes

 

[Wononrhino]

Dear Wononrhino.
I would like to begin with thanking you for raising this as we are constantly looking at ways to improve our procedures and all kind of feedback is always welcomed.
When it comes to the account verification procedure, there are a few things to keep in mind. First of all there are certain requirements from the license regarding what documents are needed, and how they should look. Please note that there are quite some different requirements between land based operators and online based sites.
Furthermore there are further anti-money laundering steps and 'best practice' procedures to follow to ensure that we minimise the risk of any fraudulent activity being carried out via our services.
The drivers license which you issued is something that we sadly could not accept, as it is a type of document which can easily be manipulated being only a paper document and having handwritten text as well, as this is easy to edit. A photo ID is something which is a standard request in the online gambling industry.
Now, I would to stress the fact that we do not mean to say that we accuse or suspect you of something like manipulating your documents or trying to defraud our company, it is simply a rule we follow in all cases like these to ensure that we operating in the best responsible manner as we can.
I understand that this can bring some frustration as I understand how it is waiting for your winnings, but I can assure you we are looking forward to being able to process your winnings and send them your way. If you are worried of playing away your funds then please contact us and ask us to set your account on such a status so that you cannot wager them.
If you have any further questions please let us know, in the meanwhile we will await the photo ID that you've advised should be arriving to you via post.

Thank you for the detailed response, it is very much appreciated. My drivers licence was/is an official UK government document, with, or without a photo. If you were uncertain whether it was legitimate, rather then decline my verification, you could have asked me to bring it in to my bank/solicitor to check and confirm with the bank/solicitor that it was indeed legitimate and untampered, but you chose not to. You could have accepted my birth certificate along with my drivers licence, but chose not to. I offered to do a selfie with my birth certificate, but you declined. I have an expired passport, which is still an official government document. You could have taken that into consideration alongside my drivers licence, and other documentation provided, but you chose not to.

You then told me to get a photo id to compliment my drivers licence. Validate UK are authorised by the government in the UK to do this and they issued my photo id, approved by the UK government, hence the government logo on the card. I had to pass stringent checks to receive the photo id card as well as have a referee acting on my behalf, declaring I am who I am and also contacted by validate and questioned, yet that was also rejected. Validate UK contacted you by email to confirm I am who I say I am and they are government approved operators in the UK, but you ignored them.

Nonetheless I have now applied for a new drivers licence with photo as requested to complete verification.

You have done everything possible to delay my verification, using UK law as your weapon, yet not understanding UK law. You have stalled my winnings for as long as possible in the hope I put it all back. To me there is no other explanation.

Theoretically any document can be tampered with in the wrong hands, and your validation process is obviously lacking and far from perfect, otherwise my perfectly legitimate UK drivers licence would have been accepted. Why do you not start electronic verification like others do? you do not upset customers this way, and you only ask them for further documentation if they have failed electronic verification. What you are effectively doing, I am certain many will agree, is alienating your genuine, law abiding customers. Those who ultimately decide whether they trust YOU as a casino to deliver, and wager their money, or choose to walk away in a highly saturated and competitive market where others will treat them like human beings first and foremost and not criminals. I am certain others who read this will feel my pain! It is quite shocking.

Ultimately I cannot tell you how you should, or should not run your business. What I can tell you is that other UKGC operators are not like you, and that's from personal experience. I can also tell you that you are doing more harm than good to your branding through your verification process which by default is flawed at best.

I will report back here in due course, and all being well would like to hear back from the official rep......

UPDATE: as a sidenote, the documents I have been asked to provide to renew my drivers licence for DVLA, and also approved by HMRC is my birth certificate and ..... wait for it, 'expired passport' ....that's right....my expired passport is good enough and acceptable under UK governed law as well as my birth certificate!.....

 

[Wononrhino]

Well, congratulations Redbet, I take my hat off to you. Your deliberate attempt to deny me verification over a long period of time because I had won 6k, your constant refusal to accept my perfectly legitimate government issued drivers licence, and refusing any other legitimate documents, including my birth certificate and photo id card that you told me to get!, putting me under a lot of stress, and duress over many phone calls and live chat, sending me on a never ending journey which would always end in denial has succeded.

I do hope you feel good about yourselves, your scheming, devious plan to prolong withdrawal using every underhand tactic has worked, you have your money back...buy a drink on me.

You are without doubt the most corrupt casino I have ever come across. No other casino has ever treated my verification process like you have.

To those thinking of joining Redbet, think twice, NO, just do not do it.

They will come back most likely and respond with what some may see as a genuine heartfelt and sincere response such as I could have done this or that, they made me feel I was never going to see that money whatever I did.... make no doubt they are like the serpent in the garden of eden, lies after lies, deceiving everyone they can.

As a sidenote they initially approved my account with my drivers licence when I was on the phone to them, then they realised I had a withdrawal pending of 6k and stated the drivers licence was not accepted going back on their word and saying 'We all make mistakes' ...... really?

How they can possibly be approved here I have no idea. They are as rogue as they come.

 

[goatwack]

Again, nothing new there. Casinos are free to make up the rules as they see fit, when it suits them, whilst using the shield that is AML regs.

Shameful to decline official documentation, whether it be a Driver's License or even expired Passport, they are both legit and more than adequate, and I know they would suffice, yet here they've chosen to simply ignore them

I expect they'd have had no problems paying up £100 with these documents, no doubt....

 

[Tirilej]

Well, congratulations Redbet, I take my hat off to you. Your deliberate attempt to deny me verification over a long period, because I had won 6k, and your constant refusal to accept my perfectly legitimate government issued drivers licence and refusing any other legitimate documents including my birth certificate and phot id card tgat you told me to get, putting me under stress, and duress, sending me on a never ending journey has succeded.

I do hope you feel good about yourselves, your scheming, devious plan to prolong withdrawal using every underhand tactic has worked, you have your money back...buy a drink on me.

You are without doubt the most corrupt casino I have ever come across. No other casino has ever treated my verification process like you have.

To those thinking of joining Redbet, think twice. They will come back most likely and respond with what some may see as a genuine heartfelt and sincere response, but if they do, make no doubt they are like the serpent in the garden of eden, lies after lies, deceiving everyone they can.

How they can possibly be approved here I have no idea. They are as rogue as they come.

They offered you to set your account so you couldn't play. You still did so that is on you and not them.
No, I don't like the way you have been treated and I think they should have paid, but you did sound like there was no problem waiting so I was hoping you would make it.

What I don't understand here is why a rep for Mr Green is answering questions about Redbet
Have someone bought up the other or what do they have in common? Please tell me someone if they know. I don't play at any of those casinos anymore.

 

[Wononrhino]

The stress got to me. I felt I was never going to see that money. I had every right to have that money in my account.

I know what they said, it's their backup plan to sound genuine on the forum, but I also know they played a phycological game and they won.....

Rogue

I won 38k last year at William Hill on raging rhino- £12 spin, electronic verification, got paid straight away, no questions asked.

 

[Tirilej]

The stress got to me. I felt I was never going to see that money. I had every right to have that money in my account.

I know what they said, it's their backup plan to sound genuine on the forum, but I also know they played a phycological game and they won.....

Rogue

I won 38k last year at William Hill on raging rhino, electronic verification, got paid straight away, no questions asked.

I do understand how you must feel, but I also know that you're just as angry at yourself right now as you are at them.
I don't think it was a game from their side, but more that they are overly catious these days because they are afraid of the ukgc.
They are owned by a huge Swedish company and that money was peanuts to them.

 

[goatwack]

I do understand how you must feel, but I also know that you're just as angry at yourself right now as you are at them.
I don't think it was a game from their side, but more that they are overly catious these days because they are afraid of the ukgc.
They are owned by a huge Swedish company and that money was peanuts to them.

No, he's definitely more angry at the casino for withholding winnings

And if it's just small money, then paying shouldn't be a problem!

 

[Wononrhino]

I'm genuinely OK with myself and I'm not even angry, honestly, I have already gotten over it.

I do however want to share my experience here, so others are equipped with knowledge, and they can then go on to decide whether redbet is right for them. Knowledge is power.....

As for Mr Green, I have no idea who he/she is, never did hear back from the genuine rep, here or by pm.

It may be peanuts to them, but my docs were perfectly legitimate....they are a law to themselves and played the power game.

Did I say, they initially approved my drivers licence but then went on to decline it........

 

[Tirilej]

At least you did order a new driver license with photo, so my guess is that wherever you will play again you will make sure to be verified before you play. I hope your next experience will be a lot better and that you win again

I guess we will have an answer about the connection tomorrow. The rep from MrGreen must have access to all at Redbet or she wouldn't be allowed to post like she did here.

 

[colinsunderland]

At least you did order a new driver license with photo, so my guess is that wherever you will play again you will make sure to be verified before you play. I hope your next experience will be a lot better and that you win again

I guess we will have an answer about the connection tomorrow. The rep from MrGreen must have access to all at Redbet or she wouldn't be allowed to post like she did here.

Yeah I did wonder about that too, and I can't see any link between them at all. Hope the rep answers my questions tomorrow and also explains the link between the 2 companies, and also why they are sharing data.

 

[pinnit2014]

Yeah, Mr Green bought evoke in Dec17 if I recall. Kinda slipped under the radar a bit. Still separate licences I think.

 

[Tirilej]

Yeah, Mr Green bought evoke in Dec17 if I recall. Kinda slipped under the radar a bit. Still separate licences I think.

I searched at both sites and couldn't find any information that connected the two. I missed that they had been sold totally.
Redbet was really bad since they were bought by Bonniers so I hope this will make them a bit better again then.

 

[colinsunderland]

I searched at both sites and couldn't find any information that connected the two. I missed that they had been sold totally.
Redbet was really bad since they were bought by Bonniers so I hope this will make them a bit better again then.

So did I, which is quite concerning if they are sharing information between each other, which they must be if the rep for MrGreen can access Redbet account information.

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thats the brands they own

 

[PMKFRUITPRO]

Redbet were one of the only casinos I e joined where they WOULDNT let me even deposit until I was verified, which tbf is very rare.

However as mentioned in one of my previous replies in this thread, after a few withdrawals and deposits, when it came to withdrawing just £300 apparently I wasn’t verified and they bounced the funds back. They then took about 3 days to verify the new document they requested before they processing the withdrawal a day later. Delay tactics?????? It’s only a small amount of money.

After this I didn’t deposit for months.

Then just recently I had a pop. Took me more than 2 weeks to get a £500 withdrawal. ‘Technical issues’ apparently but once again funds bounced back into account on 2 occasions.

Never ever had a problem like this nonsense with videoslots or skybet. Or anywhere else for that matter.

You want to feel safe when depositing and withdrawing at casinos and at redbet I’m always slightly concerned but on each occasion I’ve got my money eventually.

I’m sure if the OP had waited he would of got his also. A shame.