Question Redbet querry

[thebigs]

Folks,
I have a question regarding Redbet that maybe the more experience players will be able to advise me on.

Quite a few casino's allow you to take a bonus and as long as you do not dip into the bonus then you can withdraw the winnings when you want and you forfeit the bonus itself.

I could not see in Redbets T@C anything about this so went on chat and asked the question and was told as long as i played the deposit x1 i could do this and if i did not play this x1 there would be a 3.5 percent charge on my withdrawal.
So great i deposited 50 euro and received a 25 euro deposit.
Took my balance up to 227 euro and was going to withdraw 100 and expected to lose the 25 euro bonus fair enough.
But when i trued to do this i was going to lose the lot except for the 50 euro deposit so my chat converstions that i had with the Rebet staff were to me a bit misleading.
I have had to e-mail them to ask for the chats to be e-mailed to me but i am just wondering what to do.
I would not have taken the bonus if i knew this was how it worked after me asking and been given in my mind an answer that i wanted to hear.

 

[PaaskeDenmark]

Folks,
I have a question regarding Redbet that maybe the more experience players will be able to advise me on.

Quite a few casino's allow you to take a bonus and as long as you do not dip into the bonus then you can withdraw the winnings when you want and you forfeit the bonus itself.

I could not see in Redbets T@C anything about this so went on chat and asked the question and was told as long as i played the deposit x1 i could do this and if i did not play this x1 there would be a 3.5 percent charge on my withdrawal.
So great i deposited 50 euro and received a 25 euro deposit.
Took my balance up to 227 euro and was going to withdraw 100 and expected to lose the 25 euro bonus fair enough.
But when i trued to do this i was going to lose the lot except for the 50 euro deposit so my chat converstions that i had with the Rebet staff were to me a bit misleading.
I have had to e-mail them to ask for the chats to be e-mailed to me but i am just wondering what to do.
I would not have taken the bonus if i knew this was how it worked after me asking and been given in my mind an answer that i wanted to hear.

I don't think from my understanding that you can withdraw winnings without wagering whole bonus first at Redbet. They must have misunderstood and instead told you if you were to make deposits, then you need to play that through at least 1x before withdrawing any winnings.

 

[thebigs]

I have no problem adhering to casino's regarding bonuses and take for example 32 red i know how i stand and have to play the whole playthru and Betat i can forfeit bonus amount and withdraw as long as i have not dipped into bonus funds.That is why i asked in the first place.Here is the copy of the chats and maybe i have interpreted them wrong but i took it that it was similar to Betats rules.
Greetings Alexander,

Thank you for contacting our customer support.

Regarding your query we can confirm that we could get a hold of the chats you are referring to.
We will paste the conversations below:

20:09 Your Question: bonus
20:09 Please wait and one of our operators will be with you shortly.
20:10 You are now chatting with Support Astrid - Redbet
20:10 Support Astrid: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:10 lindsay campbell: Hi Astrid
20:10 Support Astrid: Hello Lindsay
20:10 Support Astrid: Attempting to transfer the chat to "Support Emil"
20:10 Support Emil: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:10 Support Emil: Hi there Lindsay!
20:11 lindsay campbell: just wondering if like some other casinos if you take a bonus and do not dip into it can you withdraw anytime
20:11 Support Emil: Yes, you can always forfeit a bonus
20:11 lindsay campbell: so you are not tied
20:11 Support Emil: Any real amount left of the real money will be put into your account
20:11 Support Emil: Do note that you always have to wager your deposits x1 before making a with drawal
20:12 lindsay campbell: perfect thanks for that
20:12 lindsay campbell: no problem
20:12 Support Emil: Or you can skip the wager x1 and we take a 3.5% fee of the withdrawal =)
20:12 Support Emil: Was there anything else then ?
20:12 lindsay campbell: no thanks thats perfect
20:12 Support Emil: Then I wish you a lovely evening as well Lindsay!
20:12 lindsay campbell: bye
20:12 Support Emil: Bye


20:16 Please wait and one of our operators will be with you shortly.
20:16 Support Emil: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:16 You are now chatting with Support Emil - Redbet
20:16 Support Emil: Hi again =)
20:16 Support Emil: What went wrong ?
20:16 lindsay campbell: sorry again
20:16 lindsay campbell: Emil can you check if i used the monthly bonus please
20:16 Support Emil: Of course, give me a minute =)
20:17 lindsay campbell: thanks
20:17 Support Emil: You have not used the Oct50 from what I can tell
20:17 Support Emil: You also have the weekend top ups you can activate on your next deposit =)
20:18 Support Emil: Weekend topup gives tou 50% up to 30€ While the reload bonus it 50% up to 50€
20:18 lindsay campbell: i am going to deposit 70 euro
20:18 Support Emil: Then I can add the bonus for you =)
20:19 Support Emil: So just make a deposit and I'll add which ever promotion you wanted to add
20:21 lindsay campbell: i have funds in my skrill accoiunt but will not allow me to pay it for some reason
20:21 Support Emil: Hmm
20:22 lindsay campbell: they must be down or something as thats the third time i have tried
20:22 lindsay campbell: keeps telling me to contact merchant
20:23 Support Emil: Hmm, then I think you need to contact Skrill
20:23 Support Emil: Because we cannot see the transactions being declined
20:24 lindsay campbell: will do but they are hard to get a responce from
20:24 Support Emil: You could also try making the deposit in Firefix if you are not using that browser
20:24 Support Emil: =/
20:24 lindsay campbell: i deposited earlier here today no problem
20:24 lindsay campbell: ok emil ill get back to you
20:25 Support Emil: I will be here for you!


20:35 Your Question: bonus
20:35 Please wait and one of our operators will be with you shortly.
20:36 Support Astrid: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:36 You are now chatting with Support Astrid - Redbet
20:36 Support Astrid: Hello Lindsay
20:36 Support Astrid: How can I help you?
20:36 lindsay campbell: Hi Astrid i was talking to Emil who said could add the monthly oct bonus for me
20:37 lindsay campbell: my skrill would not work for some reason so i deposited using mt debit card
20:38 Support Astrid: Okay
20:39 Support Astrid: So the issue is?
20:40 Support Astrid: Teh bonus is not added or?
20:40 lindsay campbell: no issue could you manually add the monthly bonus for me
20:40 Support Astrid: It is added
20:40 lindsay campbell: ah ok i was not aware sorry
20:40 lindsay campbell: thanks for that
20:40 lindsay campbell: bye for now
20:41 Support Astrid: Have a nice evening!

22:30 You are now chatting with Support Astrid - Redbet
22:30 Support Astrid: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
22:30 Support Astrid: What up Lindsay
22:30 lindsay campbell: Hi Astrid sorry to bother you again
22:31 lindsay campbell: if i forfeit the bonus is it just the bonus i took i lose
22:31 Support Astrid: The bonus will vanish and all the winnings you got when having the bonus active.
22:32 Support Astrid: Also have in mind you play for the real funds first
22:32 lindsay campbell: i thought so i just wanted to check before i do that thanks
22:32 lindsay campbell: perfect thanks for that Astrid
22:32 Support Astrid: No worries.
22:32 lindsay campbell: bye for now
22:32 Support Astrid: Have anice evening!


22:35 Your Question: bonus question
22:35 Please wait and one of our operators will be with you shortly.
22:35 Support Tommy: Welcome to our LiveChat support. I'm happy to assist you in either Finnish or English.
22:35 You are now chatting with Support Tommy - Redbet
22:35 Support Tommy: Hi lindsay
22:35 Support Tommy: How may I hekp youP
22:35 Support Tommy: *help
22:35 lindsay campbell: Tommy i was talking earlier to Emil and Astrid
22:36 Support Tommy: Do you want to speak with them?
22:36 lindsay campbell: i was lead to believe that if you do not touch your bonus you can withdraw your winnings and lose the bonus which is fair enough.however when i try to withdraw it says i lose everything that i won except the 50 euro
22:38 lindsay campbell: so i ahve 227.34 in my account so i thought i would only lose the 25 euro bonus if i forfeit but it tells me i will forfeit 177
22:38 Support Tommy: You need to wager the whole bonus before making the withdrawal.
22:38 lindsay campbell: why was i told different when i asked earlier
22:39 Support Tommy: Please see:

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

22:39 Support Tommy: 1. All bonuses connected to a deposit needs to be wagered before it can be withdrawn as cash. The wagering requirement is 25x the amount of the bonus + initial deposit.
22:39 lindsay campbell: go back on my chat with emil and you will see why i am questioning this
22:39 Support Tommy: Ok I will.
22:39 Support Tommy: Please hold.
22:40 lindsay campbell: was told i only had to play the deposit x1 and if i did not do that there would be a charge of 3.5 percent.I would not have taken a bonus otherwise
22:42 Support Tommy: I see that.
22:42 lindsay campbell: ok so what happens now
22:43 Support Tommy: There was misunderstanding.
22:43 Support Tommy: Please wager the whole bonus and then make a withdraw.
22:44 lindsay campbell: would you please forward to my e-mail address the chat conversations as i will need to take this further as i have been given wrong information and to be honest i would not have taken the bonus if i knew this
22:45 lindsay campbell: it is very very wrong by the casino to lie to players
22:45 Support Tommy: Nobody lied to you, nobody.
22:47 lindsay campbell: if you read my chat conversation and the questions i asked then somebody told me a lie
22:48 Support Tommy: lindsay campbell: just wondering if like some other casinos if you take a bonus and do not dip into it can you withdraw anytime
22:48 lindsay campbell: i asked the question regarding a bonus and was told if i did not use the bonus i could forfeit it
22:48 Support Tommy: 20:11 Support Emil: Yes, you can always forfeit a bonus
22:48 Support Tommy: 20:11 Support Emil: Any real amount left of the real money will be put into your account
22:48 Support Tommy: And that is the deposit.
22:48 Support Tommy: I can say, tha't not a perfect chat, but nobody lied to you.
22:48 Support Tommy: We are professionals.
22:49 lindsay campbell: Tommy im not saying you are not proffesionals but i have been mislead
22:49 Support Tommy: Ok, I am very sorry about that.
22:49 Support Tommy: Very much so.
22:50 Support Tommy: Personally I always link T&C.
22:50 lindsay campbell: please send me all my chats today and i will take this further and have to see what people will tell me
22:51 Support Tommy: Will do.
22:51 lindsay campbell: with other casinos you can take a bonus and not lose out if you do not use it and others do not so i understand that so that is why i asked in the first place.
22:53 Support Tommy: Please send email to support@redbet.com and ask your chat histories.
22:53 Support Tommy: And we will reply with them.
22:53 lindsay campbell: ok
22:54 Support Tommy: Is there anything else I can help you with?

If you were to have any other questions you are more then welcome to contact us again.

Best regards,
Emil

 

[MightyDuck]

I have no problem adhering to casino's regarding bonuses and take for example 32 red i know how i stand and have to play the whole playthru and Betat i can forfeit bonus amount and withdraw as long as i have not dipped into bonus funds.That is why i asked in the first place.Here is the copy of the chats and maybe i have interpreted them wrong but i took it that it was similar to Betats rules.
Greetings Alexander,

Thank you for contacting our customer support.

Regarding your query we can confirm that we could get a hold of the chats you are referring to.
We will paste the conversations below:

20:09 Your Question: bonus
20:09 Please wait and one of our operators will be with you shortly.
20:10 You are now chatting with Support Astrid - Redbet
20:10 Support Astrid: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:10 lindsay campbell: Hi Astrid
20:10 Support Astrid: Hello Lindsay
20:10 Support Astrid: Attempting to transfer the chat to "Support Emil"
20:10 Support Emil: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:10 Support Emil: Hi there Lindsay!
20:11 lindsay campbell: just wondering if like some other casinos if you take a bonus and do not dip into it can you withdraw anytime
20:11 Support Emil: Yes, you can always forfeit a bonus
20:11 lindsay campbell: so you are not tied
20:11 Support Emil: Any real amount left of the real money will be put into your account
20:11 Support Emil: Do note that you always have to wager your deposits x1 before making a with drawal
20:12 lindsay campbell: perfect thanks for that
20:12 lindsay campbell: no problem
20:12 Support Emil: Or you can skip the wager x1 and we take a 3.5% fee of the withdrawal =)
20:12 Support Emil: Was there anything else then ?
20:12 lindsay campbell: no thanks thats perfect
20:12 Support Emil: Then I wish you a lovely evening as well Lindsay!
20:12 lindsay campbell: bye
20:12 Support Emil: Bye

20:16 Please wait and one of our operators will be with you shortly.
20:16 Support Emil: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
20:16 You are now chatting with Support Emil - Redbet
20:16 Support Emil: Hi again =)
20:16 Support Emil: What went wrong ?
20:16 lindsay campbell: sorry again
20:16 lindsay campbell: Emil can you check if i used the monthly bonus please
20:16 Support Emil: Of course, give me a minute =)
20:17 lindsay campbell: thanks
20:17 Support Emil: You have not used the Oct50 from what I can tell
20:17 Support Emil: You also have the weekend top ups you can activate on your next deposit =)
20:18 Support Emil: Weekend topup gives tou 50% up to 30€ While the reload bonus it 50% up to 50€
20:18 lindsay campbell: i am going to deposit 70 euro
20:18 Support Emil: Then I can add the bonus for you =)
20:19 Support Emil: So just make a deposit and I'll add which ever promotion you wanted to add
20:21 lindsay campbell: i have funds in my skrill accoiunt but will not allow me to pay it for some reason
20:21 Support Emil: Hmm
20:22 lindsay campbell: they must be down or something as thats the third time i have tried
20:22 lindsay campbell: keeps telling me to contact merchant
20:23 Support Emil: Hmm, then I think you need to contact Skrill
20:23 Support Emil: Because we cannot see the transactions being declined
20:24 lindsay campbell: will do but they are hard to get a responce from
20:24 Support Emil: You could also try making the deposit in Firefix if you are not using that browser
20:24 Support Emil: =/
20:24 lindsay campbell: i deposited earlier here today no problem
20:24 lindsay campbell: ok emil ill get back to you
20:25 Support Emil: I will be here for you!

Best regards,
Emil

22:30 You are now chatting with Support Astrid - Redbet
22:30 Support Astrid: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
22:30 Support Astrid: What up Lindsay
22:30 lindsay campbell: Hi Astrid sorry to bother you again
22:31 lindsay campbell: if i forfeit the bonus is it just the bonus i took i lose
22:31 Support Astrid: The bonus will vanish and all the winnings you got when having the bonus active.
22:32 Support Astrid: Also have in mind you play for the real funds first
]22:32 lindsay campbell: i thought so i just wanted to check before i do that thanks
22:32 lindsay campbell: perfect thanks for that Astrid
22:32 Support Astrid: No worries.
22:32 lindsay campbell: bye for now
22:32 Support Astrid: Have anice evening!

...

You can easily check if you qualify for a certain bonus by clicking in the bonus-code box after you've entered the bonus-code.
I've taken a screenshot to make it clear:



Your had quite some miscommunication with the chat-agent. He/She completely missed your point. AFAIK all winnings generated with an active bonus will be added to your bonus-balance and only your original deposit can be withdrawn before you meet wagering, but also only if you haven't lost it in the process. This is why they told you that you play with your real-funds first.

 

[thebigs]

Thanks for the reply Mighty Duck.

I have no issue with Redbet or the person i had the communication with to be honest as mistakes can and will be made.
My point was all along to question the bonus situation and i say again i would not have taken one if i knew what was what as 50 x deposit and bonus is quite severe compared to others on the market.
I will just go along and play what i have to and just learn my lesson.For some reason i had it in my head that Redbet was one of the casino's that offered that policy with bonuses.
I have no problem whatsoever having to play it it was just my question was picked up wrong and the answer given was not clear to me.
Thought it was me just having returned from my holiday with too many bacardi's in my system lol.

Thanks all

 

[Finn]

20:11 lindsay campbell: just wondering if like some other casinos if you take a bonus and do not dip into it can you withdraw anytime
20:11 Support Emil: Yes, you can always forfeit a bonus
20:11 lindsay campbell: so you are not tied
20:11 Support Emil: Any real amount left of the real money will be put into your account

22:31 lindsay campbell: if i forfeit the bonus is it just the bonus i took i lose
22:31 Support Astrid: The bonus will vanish and all the winnings you got when having the bonus active.

22:45 lindsay campbell: it is very very wrong by the casino to lie to players

CS never said that you can keep the winnings while forfeiting bonus in those chat logs, actually both Emil and Astrid said something opposite to that in those chat log. You didn't ask about keeping the winnings in those first chats, just about being able to forfeit bonus and withdrawing. They might have thought that you meant to say that there are some casinos out there that don´t even allow forfeiting bonus and withdrawing the original deposit, but insist on completing the wagering, and you asked if Redbet is that kind of casino.

 

[thebigs]

If i am in the wrong i am in the wrong simple as that.
Wires crossed that's what happened and i only asked for opinions on my chat to see if too many bacardi's were still in my system and i am an idiot or did i get a wrong answer.

Sorry members and sorry Redbet.

Please can you put this one to bed.

 

[spintee]

As soon as I read the the 1st few lines I knew what was coming

1st of I am not sure if any winnings goes in to the bonus or cash? If it goes into cash than the CS is abit wrong as made it sound like you can withdraw any cash, If it goes into bonus than CS are on the right track, Red bet have good CS and any person especially customer service should know, Simple, If asking about bonus and wager than it should be a simple line of if you have not wagered the entire amount all BONUS & WINNINGS will be void except the original deposit, I have not looked at redbets for a while but 90% of sites will allow you to forfeit bonus but lose any winnings & state about forfeit of winnings if cancel a bonus, Which should of been picked up on as soon as somebody asks about a bonus,

Just looks like a bit of mixed wires, Have a few more Barcrdi's bigs and hopefully get a nice hit while trying to clear wager, Another thing redbets bonus has gone over the top as its now D&B turn over even on a small % bonus

I take it you had a good Holiday

 

[Harry_BKK]

Folks,
I have a question regarding Redbet that maybe the more experience players will be able to advise me on.

Quite a few casino's allow you to take a bonus and as long as you do not dip into the bonus then you can withdraw the winnings when you want and you forfeit the bonus itself.

I could not see in Redbets T@C anything about this so went on chat and asked the question and was told as long as i played the deposit x1 i could do this and if i did not play this x1 there would be a 3.5 percent charge on my withdrawal.
So great i deposited 50 euro and received a 25 euro deposit.
Took my balance up to 227 euro and was going to withdraw 100 and expected to lose the 25 euro bonus fair enough.
But when i trued to do this i was going to lose the lot except for the 50 euro deposit so my chat converstions that i had with the Rebet staff were to me a bit misleading.
I have had to e-mail them to ask for the chats to be e-mailed to me but i am just wondering what to do.
I would not have taken the bonus if i knew this was how it worked after me asking and been given in my mind an answer that i wanted to hear.

Very clear T&C's at REDBET:

BONUSES AND FREE SPINS

1. All bonuses connected to a deposit needs to be wagered before it can be withdrawn as cash. The wagering requirement is 25x the amount of the bonus + initial deposit.

You never asked if you can withdraw winnings, hence the support agents never lied. Sorry but i think this has been a pure misunderstanding or better said "wrong wording".

 

[thebigs]

Very clear T&C's at REDBET:



You never asked if you can withdraw winnings, hence the support agents never lied. Sorry but i think this has been a pure misunderstanding or better said "wrong wording".

Harry,
the word lie was the wrong word for me to use and it was a heat of the moment one as i was annoyed and yes i am very calm now and i accept that my t&c readings are not great and its was a total miscommunication.
I knew what question i was asking but never put it over correct.
Again i will say i am sorry for bringing the subject up but it is another learning curve for me and maybe anyone else who like me does not read very well.

 

[Harry_BKK]

Harry,
the word lie was the wrong word for me to use and it was a heat of the moment one as i was annoyed and yes i am very calm now and i accept that my t&c readings are not great and its was a total miscommunication.
I knew what question i was asking but never put it over correct.
Again i will say i am sorry for bringing the subject up but it is another learning curve for me and maybe anyone else who like me does not read very well.

Happens to all of us Lindsay

Hope you made it to a withdrawal though

Good luck