ATTN: Casino Rep REDBET messing me around with verification

mikeMega

Non-Gambler
PABnonaccred
PABnoaccred
Joined
Apr 23, 2019
Location
IRELAND HOME OF THE BRAVE
Well, definitely one tip - if you plan on playing anywhere online - especially in a regulated environment - get a passport, scan it, have at least one utility in your name - scan one of those docs every couple of months, and just have all of these docs ready when signing up.
I would say the passport is definitely the best most reliable form of ID for these matters, I could not see any casino turning down a verification if the person is providing a passport, it cannot be argued with and I agree fully it is always better to be prepared. Is it now the law that every player must be verified before depositing or is that just what some casinos are requesting?
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
Well, definitely one tip - if you plan on playing anywhere online - especially in a regulated environment - get a passport, scan it, have at least one utility in your name - scan one of those docs every couple of months, and just have all of these docs ready when signing up.
certainly good idea, but I can see though, as far as utilities, for some being an issue, especially renters where they share a space and none of the utilities come in their name, or where utilities are included in rental (this applies to my last 2 places, inluding my current house) or in spouses' names for that matter
I know most people have phones, but in this paperless age, my own phone provider won't even send paper copies - you have to check online or via your phone, so as long as casinos are still willing to work with players and not be unyielding when it comes to online copies
 
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bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
I would flip them the bird and close my account. $40 dollars isn't worth the stress or aggravation, and we all know now to stay away from them. Pick your battles :)
 

dionysus

Good(w)ill Ambassador
CAG
MM
Joined
Apr 27, 2009
Location
the land of snow and maple syrup
I would flip them the bird and close my account. $40 dollars isn't worth the stress or aggravation, and we all know now to stay away from them. Pick your battles :)
hey, that's a whopping $70 for us; them's a week of groceries :D
 

Alurcard

Dormant Account
Joined
Dec 12, 2016
Location
UK
I'm having major problems with this lot despite already being verified with them. Basically they wanted the KYC docs, no problem as mine are all up to date. Mailed through from my hotmail account (the registered account with them), they've since mailed me back 3 separate times on my old gmail account telling me they have no record of the gmail account being registered with them. If that was true why are they mailing me on it, and why is it so hard to understand that my hotmail account is the correct one, and also the one i've mailed them the documents from. Moronic.
 

mikeMega

Non-Gambler
PABnonaccred
PABnoaccred
Joined
Apr 23, 2019
Location
IRELAND HOME OF THE BRAVE
I'm having major problems with this lot despite already being verified with them. Basically they wanted the KYC docs, no problem as mine are all up to date. Mailed through from my hotmail account (the registered account with them), they've since mailed me back 3 separate times on my old gmail account telling me they have no record of the gmail account being registered with them. If that was true why are they mailing me on it, and why is it so hard to understand that my hotmail account is the correct one, and also the one i've mailed them the documents from. Moronic.
are they independent or part of a group? maybe if they have a sister site,have you joined that using your other email and they might have one group of staff dealing with these issues for both sites and thats what caused the mix up? I mean how could they possibly email you without knowing your email!!?? Thats crazy! Going by what you have stated they are either completely inept or giving you the run a round and neither is acceptable IMO.
 

Alurcard

Dormant Account
Joined
Dec 12, 2016
Location
UK
are they independent or part of a group? maybe if they have a sister site,have you joined that using your other email and they might have one group of staff dealing with these issues for both sites and thats what caused the mix up? I mean how could they possibly email you without knowing your email!!?? Thats crazy! Going by what you have stated they are either completely inept or giving you the run a round and neither is acceptable IMO.

I know, its laughable isn't it. Very odd. Next mail is a complaint though, i've missed out on the 100% bonus as a result.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
certainly good idea, but I can see though, as far as utilities, for some being an issue, especially renters where they share a space and none of the utilities come in their name, or where utilities are included in rental (this applies to my last 2 places, inluding my current house) or in spouses' names for that matter
I know most people have phones, but in this paperless age, my own phone provider won't even send paper copies - you have to check online or via your phone, so as long as casinos are still willing to work with players and not be unyielding when it comes to online copies

A lot of casinos still won't accept Cell Phone bills. Others will, but won't take your internet bill. I've had my cable/phone/internet bill rejected once as "incomplete" as it was missing the tear-off portion that is used to pay your bill. I've run into must print off the PDF and take a photo will all four edges showing for a bill/bank statement, won't accept online statement, must send screenshot. Hold up your ID and send a photo. Send a fax, an email will not do.

I've also held accounts were I have deposited 10s of thousands, and withdrew 10s of thousands as well, and never been asked for anything in over a decade of play.

I would like to see the UKGC and the MGA do ID verification, as it is their regulations that seem to cause such a confusion and lack of uniformity in casino requests. You must apply and be verified prior to a casino taking a deposit.
 

mikeMega

Non-Gambler
PABnonaccred
PABnoaccred
Joined
Apr 23, 2019
Location
IRELAND HOME OF THE BRAVE
A lot of casinos still won't accept Cell Phone bills. Others will, but won't take your internet bill. I've had my cable/phone/internet bill rejected once as "incomplete" as it was missing the tear-off portion that is used to pay your bill. I've run into must print off the PDF and take a photo will all four edges showing for a bill/bank statement, won't accept online statement, must send screenshot. Hold up your ID and send a photo. Send a fax, an email will not do.

I've also held accounts were I have deposited 10s of thousands, and withdrew 10s of thousands as well, and never been asked for anything in over a decade of play.

I would like to see the UKGC and the MGA do ID verification, as it is their regulations that seem to cause such a confusion and lack of uniformity in casino requests. You must apply and be verified prior to a casino taking a deposit.
Great points,I agree with you! I think in this day and age a mobile/cell phone bill should be acceptable as a utility. If it is not then the industry shoot themselves in the foot and alienate younger players, say 18-25 year old people. These age group are the least likely to have any utilities in their name that are connected to their address, a lot of people in this age bracket still live at home so the bills will be in their parents/guardians names. Not only that but far fewer homes in general have landline phones as a utility now as the majority of people find it unnecessary to have two phones and obviously they opt for mobiles that can be used anywhere. I think the verification before deposit is the way forward, there is nothing as frustrating as having a win on the slots only to face the week or fortnight long verification process. In my experience some casinos have used this as a way to drag out payments and there are some casinos that will leave the withdrawal available for a rollback and this in itself is a major gripe of mine. I think that it should be a law that all withdrawals are locked if the casino holds a UKGC licence. Lets face it wins are rare, its the nature of the beast, so when a player gets a win and decides they want to cashout then once they hit that withdraw button that should be their winnings locked. The casinos should be allowed 24 hours to process the transaction (a furthur 12 hours if there are extenuating circumstances) and the payment should be released directly after that. If the player wants to play again then re deposit. I have personally fallen into the rollback trap a few times and have regretted it every time. I have never had a second win after rolling back the first one which just shows how lucky i was to get that win in the first place!! Unfortunately many people get it into their heads that they can continue winning but that is simply not the reality, when we play games where the odds are against us long term then eventually we have to lose,yes there will be a few lucky exceptions but the vast majority of rolled back wins will be lost back to the casino and I feel that is wrong and needs to be addressed immediately, for the casinos that already provide withdrawal locks, I salute you! Rant complete!!
 

mikeMega

Non-Gambler
PABnonaccred
PABnoaccred
Joined
Apr 23, 2019
Location
IRELAND HOME OF THE BRAVE
Such a joke of customer service still no reply after more emails , when they was responding within the hour before still no rep
Try to be patient even though it is very tough. sometimes the harder you try the more the casino will ignore you. You are in the right place here to get your problem heard and addressed and I would advise trying to keep your cool, dont be rude or use foul language when you are emailing them, that is a recipe for disaster and gives the casino a reason to block you which will just make getting your payment even harder. I hope you get your money sorted soon!
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
Try to be patient even though it is very tough. sometimes the harder you try the more the casino will ignore you. You are in the right place here to get your problem heard and addressed and I would advise trying to keep your cool, dont be rude or use foul language when you are emailing them, that is a recipe for disaster and gives the casino a reason to block you which will just make getting your payment even harder. I hope you get your money sorted soon!
Thanks would phone them but its in Malta also regardless of this issue Can I not just ask for my deposit back cause would be easier getting that then my withdrawl lol
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
Finnaly sent me an email " With nothing to help me or explain whats wrong ect "

Dear Jamie,

Thank you for your email today.

I hope this email finds you well

I do sincerely understand the frustration of this situation and I am very sorry it is taking so long.

We do this to offer our customers maximum protection and safety when they are playing on our site. with that being said, in order to do this we require certain documents. We have a specialised team looking into these documents and on certain occasions we do or do not accept documents, depending on quality assurance, details and variance on customer details. We do also have certain regulations to follow in line with GDPR and licencing requirements.

So please do appreciate that we do this for your future safety and for easy of payment processing.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
Finnaly sent me an email " With nothing to help me or explain whats wrong ect "

Dear Jamie,

Thank you for your email today.

I hope this email finds you well

I do sincerely understand the frustration of this situation and I am very sorry it is taking so long.

We do this to offer our customers maximum protection and safety when they are playing on our site. with that being said, in order to do this we require certain documents. We have a specialised team looking into these documents and on certain occasions we do or do not accept documents, depending on quality assurance, details and variance on customer details. We do also have certain regulations to follow in line with GDPR and licencing requirements.

So please do appreciate that we do this for your future safety and for easy of payment processing.

Can they just give you your money back and then close account ?
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
The ID you sent in varies in terms of name ( it reads Jamie Kieran Paul Hackett which is quite a big difference, and the Proof of adresses you sent were either in one case not valid and on the other outdated so its not valid either.

Do they understand people have middle names wouldnt all my ID have this one regardless?
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
The ID you sent in varies in terms of name ( it reads Jamie Kieran Paul Hackett which is quite a big difference, and the Proof of adresses you sent were either in one case not valid and on the other outdated so its not valid either.

Do they understand people have middle names wouldnt all my ID have this one regardless?


Not everyone uses their Middle names on everything - but on a passport you would have to I would think - not sure about a driving licence . What name did you use to open account ?

What proof of address is not valid and what have you sent that is out of date ?
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
Not everyone uses their Middle names on everything - but on a passport you would have to I would think - not sure about a driving licence . What name did you use to open account ?

What proof of address is not valid and what have you sent that is out of date ?
I did send EU polling card which I can see why it be an issue but then I sent a hospital appointment letter which they said would be accepted but they still rejected

I used Jamie Hackett
 

ESCJAMIE

He/Him. High Voltage Only
MM
Joined
Aug 17, 2018
Location
UK South west
Fingers crossed this time theirs no issues :laugh:

Dear Jamie

I hope you are having a lovely day so far.

Thank you very much for sending us in your documents.

We now appear to have everything that was requested for the account verification and we have forwarded your documents to our verification department for their review. If our verification team would have any question or require any additional documents they will email you back shortly.

Once your account is fully verified, you will notice that the document upload link in your account has been disabled. Please be advised should you request a withdrawal in future, this may take up to 72 hours to be reviewed by them and if all is okay, an extra 1-5 banking days to be processed into your account depending on which withdrawal method you use. We will contact you if anything further is needed.

In the meantime, we thank you for your cooperation throughout and wish you a good day!

Martina

Customer Service
 
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