REDBET messing me around with verification

[mack341]

So on all accounts normally a very good casino, maybe it's the effect of the weekend and different staff or the new ukgc rules causing confusion...

 

[pinnit2014]

So on all accounts normally a very good casino, maybe it's the effect of the weekend and different staff or the new ukgc rules causing confusion...

Personally, imo yes (good vip scheme as well). Having said that their support can be a bit ropey: just now I asked can I use Trustly as my bank isn’t on the list of banks on the drop down menu and the reply I got was ‘you should see Trustly as an option’ ( yes, that wasn’t my question however )

 

[PMKFRUITPRO]

I had a few issues with them a while back.

Similar to you where id been verified and made several deposits and withdrawals. I then made a withdrawal of £300 and all of a sudden I’m not verified and have to send in some more docs. They accepted them but for some reason it took about 4 days and a few sessions on live chat.

I should have taken that as a sign......

The next withdrawal I tried to make (£500) bounced back into my account twice after about 5 working days each time. Live support could offer no reason why. Each time I was notified by email that there was some kind of technical error and that it should be fine to withdraw etc etc.

On the third attempt i finally got it. Pretty much 2 weeks after the initial request.

As a result I no longer trust them and won’t play there. Typical casino nonsense IMO.

 

[ESCJAMIE]

UPDATE

I got confirmed what was wrong the ID need to be back and front of driving licence so I sent them both sides

Proof of Adress had to be something else they gave me a long list of things , Which 1 of them was Hospital letter which I sent regarding my appointment coming up

Then I get this email

Christian (redbet)

14 May, 02:08 CEST

Dear Jamie,

Thank you for supplying us with the received documentation. Your account validation is almost complete.

We simply require additional documentation or, one or all of the supplied documents are invalid.

Please see what is required below:


Identification

· - Please provide an alternative (I.D.) Identification Document. Please ensure this is uploaded as per our initial request in order to verify your account.

Why are they not accepting my Driving licance why do they need somthing else I do not have a passport or ID card


Proof of Address

· - The Proof of Address Document provided is not an officially recognised document. Official documentation must be one of the following: Bank or credit card statement, a utility bill from a recognised service provider or governmental authority. Please ensure the document includes full name, address and the date of issue.

I sent in a hospital appointment letter in date, Which from a LONG list of approved and vaild Address methods this was one of them.

Bank Statement: xx4468

· Please provide a copy of your bank statement as per our initial request for account verification.

I have now sent in 2 PDF Online bankstatments showing EVERYTHING nothing blurred out ect yet still asking for it

Kindly note that we do not accept self-printed documents.


Please ensure that your documents are original colour copies and clear with all four corners visible and all relevant details showing.

Many thanks for your co-operation.

Kind regards,

Christian


At this point I am clueless how to move forward I feel disgusted how they are going about this after being with them years being already verified by sending the same proof of ID and PDF statement before and got approved



If anyone has any ideas what I am doing wrong or how I deal with this please say

 

[dionysus]

It seems (to me) theyre really being quite difficult here and likely to run off other players, if not make it outright impossible.
Unless your license happens to be expired or isnt showing edges, I cant see why it isnt an acceptable piece of ID

Proof of address I understand but they'd also need to be reasonable here; many people don't have utilities in their names and many people don't use paper copies but online prints (like bank - though your branch can supply this)

Colour copies? Uh - what if your passport is a black and white photo?

Since I'm not privvy to your acct obviously I can't say the docs submitted don't meet standards, but I hope you get it resolved.

 

[ESCJAMIE]

It seems (to me) theyre really being quite difficult here and likely to run off other players, if not make it outright impossible.
Unless your license happens to be expired or isnt showing edges, I cant see why it isnt an acceptable piece of ID

Proof of address I understand but they'd also need to be reasonable here; many people don't have utilities in their names and many people don't use paper copies but online prints (like bank - though your branch can supply this)

Colour copies? Uh - what if your passport is a black and white photo?

Since I'm not privvy to your acct obviously I can't say the docs submitted don't meet standards, but I hope you get it resolved.

Here is my driving Licence and letter I obv didnt blur anything out to them but just to be on safe side on here

 

[dionysus]

license looks clear to me - i generally send multiples front and back (laying on a flat surface, holding it in hand so it's clearly 3 dimensional) to be better safe than sorry, and for addrees, a piece of mail, my bank statement, or generally an official govt letter - but more often than not (because it has to be a 3 month recent peice), an online prooof of address - I mean, from the bank, it can clearly show its your bank in the address bar - which I always include
I've had plenty of ID issues but that's a crystal clear license image from where I'm sitting

 

[TheAddict]

unreal how CS dont seem to be bothered in spending 5 minutes sitting down and explaining this DL issue to you in a more personalised way,like a human being who, if gave 2 shits about their job, would surely have done by now.
glad i dont play there anymore after seeing this repetative robotic response.

cant you go to the bank and get months statement printed out there.
though it will say what branch and date its printed at on the front anyway, maybe try and find a young lady at the counter and your young self can try smooth talking her into also stamping it 2 or 3 thousand times with the banks official location/date stamp, just to be on the safe side.


as for the DL, i assume the back picture is also just as clear with all 4 sides visable? front ceartinly looks no different from the one that gets me verified everywhere i play.

 

[ESCJAMIE]

unreal how CS dont seem to be bothered in spending 5 minutes sitting down and explaining this DL issue to you in a more personalised way,like a human being who, if gave 2 shits about their job, would surely have done by now.
glad i dont play there anymore after seeing this repetative robotic response.

cant you go to the bank and get months statement printed out there.
though it will say what branch and date its printed at on the front anyway, maybe try and find a young lady at the counter and your young self can try smooth talking her into also stamping it 2 or 3 thousand times with the banks official location/date stamp, just to be on the safe side.


as for the DL, i assume the back picture is also just as clear with all 4 sides visable? front ceartinly looks no different from the one that gets me verified everywhere i play.

Yes it is, and I know right they can not explain to me the issue with DL just came response everytime they have a rep on here but been month since they been on

 

[dionysus]

that's as clear as a bell; every digit sharp and all 4 edges, even what appears to be (if its like ours) a holographic stamp on the front in the first image
im not from your region, but i gather others are

 

[ESCJAMIE]

that's as clear as a bell; every digit sharp and all 4 edges, even what appears to be (if its like ours) a holographic stamp on the front in the first image
im not from your region, but i gather others are

Just found this on there site

You do not have permission to view link Log in or register now.

I sent everything there own website says is valid, Love how they suggest driving licence for ID yet says its not valid proof haha they are a joke

 

[dionysus]

Identification document
This can be a photo of your passport, driving license, or national ID card...
i see that above
Bank statement
In some cases, we request proof of the bank account used for deposits or withdrawals on redbet.
The easiest way for you to provide a bank statement is to log in to your online banking and take a screenshot where we can see your bank account number, your name and the bank’s logo in one picture. We also need to see that you are logged in your account...
I'm gathering you sent this?

Proof of address
Proof of address is a document that proves you live on the same address that you registered on your player account. This can be a bill, official bank statement or letter from the government..
if you have the above, that seems to cover the three by their standards, unless I'm missing something

If those are the three requests and you've sent them, I dunno

are you in contact with the rep for clarification?

https://www.casinomeister.com/forums/members/mr-green-redbet_customer-supportrep.48399/
@Mr Green-Redbet_Customer supportRep

 

[mack341]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

 

[dionysus]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

if that's the issue, seems ridiculous- be like, saying, sorry, youve an M not a G license*

*motorcycle v car

 

[ESCJAMIE]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

If that was the case it would be stupid but its not just ID issue they ask for all 3 over and over again when i sent in NEW proof

 

[ESCJAMIE]

Identification document
This can be a photo of your passport, driving license, or national ID card...
i see that above
Bank statement
In some cases, we request proof of the bank account used for deposits or withdrawals on redbet.
The easiest way for you to provide a bank statement is to log in to your online banking and take a screenshot where we can see your bank account number, your name and the bank’s logo in one picture. We also need to see that you are logged in your account...
I'm gathering you sent this?

Proof of address
Proof of address is a document that proves you live on the same address that you registered on your player account. This can be a bill, official bank statement or letter from the government..
if you have the above, that seems to cover the three by their standards, unless I'm missing something

If those are the three requests and you've sent them, I dunno

are you in contact with the rep for clarification?

https://www.casinomeister.com/forums/members/mr-green-redbet_customer-supportrep.48399/
@Mr Green-Redbet_Customer supportRep

They not been on for a week so hope they be on soon x

Also bank statement ask for screenshot, I sent them a PDF off my transactions from me to them with all details account name number ect I also sent a screenshot of my bank balance last transactions ect I never do this I alwayus blur them out but Ive gone out my way to show my WHOLE bank account with nothing blured

 

[mack341]

If that was the case it would be stupid but its not just ID issue they ask for all 3 over and over again when i sent in NEW proof

yeah it's friggin frustrating, they say provide an alternative source of ID but don't say why, what's wrong with the licence, they've not got a logical reason other than a 'computer says no' response...I can totally understand your frustration, what you've given them should be enough. And they should have done all this mucking around prior to deposit and not held your withdrawal hostage

 

[mack341]

Thank you for supplying us with the received documentation. Your account validation is almost complete.

We simply require additional documentation or, one or all of the supplied documents are invalid.

it's laughable, sorry mate I'm not enjoying your displeasue; 2 bank statements, a driving licence [provisional or not it doesn't matter, it's an official govt issued document] and a hospital letter, and they still won't recognise all this and pay you're £40 out

 

[Casinomeister]

Has anyone flagged the casino rep on this?

 

[dionysus]

Has anyone flagged the casino rep on this?

@MrGreen&Evoke Aff. Manager

@Mr Green-Redbet_Customer supportRep

 

[ESCJAMIE]

Has anyone flagged the casino rep on this?

1 week and 1 month they been inactive for

 

[mack341]

just scouting around on google re ID and on the HSBC site 'Help us identify you' page it states:

"Current full UK photocard driving licence (provisional licences are acceptable for under 18s only)"

so it could be this is the same for many organisations, their security advisers have told them not to accept provisional licences unless under 18??

I just can't understand why, the provisional licence is issued by the dvla and has your photo, they don't just hand them out with no proof or checks.

 

[dionysus]

we have a provisional license here as well ie there's a period before you can receive a full license
its still legitimate ID however, as you could be an individual who has no cause to go for their license until after the age of 18

 

[Casinomeister]

1 week and 1 month they been inactive for

No - not really. Their rep was active here yesterday.
https://www.casinomeister.com/forums/members/mr-green-redbet_customer-supportrep.48399/

 

[dionysus]

here nor there, really - it should be a matter the casino simply says ' we dont accept provisional licenses' resulting in a very brief communication explaining the player does not have a full license, ergo, cannot provide one, but still a govt issued ID

Now, to be fair, the OP did flag the aff mngr, and the rep only today.
The rep was last in a week ago and may well be unaware of the issue. So if not sorted, or the rep isnt in in short order, and cant be resolved via chat, it's worth flagging @Casinomeister to politely thump the rep for an appearance, and if no response, take it up with a PAB