Whitebet Locked My Account

Tropicana50

Senior Member
I have been an avid player of RedBet for quite some time and when I saw others mention they had a new casino available I jumped on the chance to catch their promotions all over again. My account at RedBet is currently on self-exclusion for 27 more days so I decided to hit up their live support before creating an account to make sure I was fine and dandy to signup and take their promotions.

Several minutes later and I was given the green flag and was good to go. 50 euros loaded in (doubled up to 100) and around an hour in to play and my account suddenly becomes blocked. I request more information from support but they tell me they know nothing, they have requested more information but they don't know when they will receive an answer?

So my (now 110 euros) is currently locked for an unknown reason and support have signed off for the night.

Not a great first impression at all. Has anyone else had a similar experience here?

- T
 

Tropicana50

Senior Member
Check out the last post in this thread from redbet. It may have to do with your redbet account being on self exclusion.
Maybe give him a PM shout.

http://www.casinomeister.com/forums/showthread.php?t=65385&page=2
I specifically checked with support regarding this exact matter and they said it was perfectly fine to open an account at Whitebet despite being on self exclusion at RedBet. I am going to be pretty damn pissed if this is the reason behind this lock.

- T
 

Googobucs

Meister Member
I specifically checked with support regarding this exact matter and they said it was perfectly fine to open an account at Whitebet despite being on self exclusion at RedBet. I am going to be pretty damn pissed if this is the reason behind this lock.

- T
I would be pissed off too. This is not necessarily the reason. I just happened to remember reading this post earlier today.
Hopefully they resolve it quickly.
 

daenyboi

Non-Gambler
Well, i signed up and deposited there 3 days ago and my deposit was queued for almost 1 day but then cleared and then i played, verified and stuff.

Ive been waiting for one withdrawal from then for more then 30 hours now to, so either they dont payout on weekends or are extremely slow, which also caused me to reverse it & lose some money and to make a new withdraw again.
 

Azzurri

Banned User
Whilst you are allowed to open an account and play at any of their groups sites, you are NOT allowed to take the same bonus or promotion more than once across any of their site collectively.

Eg. You are only allowed to use the welcome bonus once at any one site ever.

This is in their terms, and I personally have had it explained to me by their CS quite clearly in the past.

I'm fairly shocked to suddenly see all these threads popping up, as either people aren't reading the terms, or the Redbet group have suddenly employed all new cs staff who are giving incorrect info to customers.
 

gokkie

Senior Member
PABnononaccred
I have asked live chat at whitebet about this. It is not possible to play at whitebet while self-excluded at redbet. I am self excluded at redbet but am not allowed to play at whitebet.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Just to confirm when I was tidying up old accounts last week and closing them, you cannot play at one Redbet group site if you are excluded from another. Unfortunately they don't distinguish between 'taking a break' with the RG settings or gambling issues. I checked with CS too and the above post is correct.
 

daenyboi

Non-Gambler
I have asked live chat at whitebet about this. It is not possible to play at whitebet while self-excluded at redbet. I am self excluded at redbet but am not allowed to play at whitebet.
There is nothing at all in Whitebets Terms & Condition stated nothing at all about what you just said here.

Read em all but might have missed something. Only thing i didnt read was the bonus terms, which i dont care about anyway since i never use them.
 

Tropicana50

Senior Member
They responded this morning with an email that says:

We can see that you decided to lock your account on Redbet until 2015-01-29 11:56:47

According to the laws and regulations in Malta we have to close all accounts created on our sister brands as well since we are operating under same same gambling license.

I will contact our security department to get more information on how we can get your funds back to you.

For now, have a great day

Kind regards

Robin
I am pretty furious about this as I specifically asked this question before signing up.

Do not trust what WhiteBet Live Support tells you!

What a really awful experience.

- T
 

gokkie

Senior Member
PABnononaccred
There is nothing at all in Whitebets Terms & Condition stated nothing at all about what you just said here.

Read em all but might have missed something. Only thing i didnt read was the bonus terms, which i dont care about anyway since i never use them.
Just checked the terms on whitebet and redbet, did not find anything about it either. But live chat was very clear about it.
I think the same goes for unibet and maria casino: you cannot play at maria when excluded at unibet. (Not 100% sure about that though)
 

Tropicana50

Senior Member
This is the latest update from their live support...

Support Robin:
Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.

Me:
Hi Robin.
Support Robin:
Hello :)

Me:
I am pretty angry right now.
Support Robin:
Ah yes, I can understand that

Me:
Your support host told me a pack of lies.
Me:
How do you intend to get the 110 euros to me?
Support Robin:
Well, it is €50 since 50 of it is bonus funds.

Support Robin:
There are ways that we can go about this, but I have to check with the security department on how we should resolve this

Me:
Yeah, thats total bullshit, you can't just steal the money I have a wager against.
Me:
I have played through a portion of that bonus wager.
Support Robin:
Yes, either you can wait until the 29th and you can keep your wagering. Or we remove the bonus and send back your funds

Me:
I specifically asked your support host all of these queries regarding this exact issue and was told it was fine.
Me:
He represents WhiteBet, correct?
Support Robin:
Well, our support host? You are talking about my colleague, a support agent.

Me:
Review my first chat with Christoffer.
Me:
Before I signed up I came to chat and asked if I was allowed to signup because of my current status with RedBet.
Me:
I then asked if I was allowed to take promotions.
Me:
I was given a full green light to go proceed.
Support Robin:
Yes I can see the chat here. What he said was unfortunately completely wrong, we are sorry for that.
Support Robin:
Since we are operating under the same gambling license we can't allow any gameplay on any of our brands during this time.

Me:
This is what your chat host should of said from the get-go and we would be perfectly fine.
Me:
It is YOUR fault this circumstance exists.
Support Robin:
Yes, I know that there has been a mistake here. But lets focus on how we can solve this instead?

Me:
I'm all ears on a solution but what has currently been offered to me either has me waiting weeks to play a balance or take a 60 euro loss. These don't sound like enticing options Robin.
Support Robin:
No, I can understand that. You will not like this but I think its better to get it out of the way now. The bonus you have used on whitebet is most likely not valid
Support Robin:
This is due to this rules in our t&c
Support Robin:
7.9 Gaming Operator reserves the right to void bonuses and winnings if the Player or any person in the cusMeers household has previously received a similar or equal bonus on one of our other brands. This applies to both sports betting and casino bonuses.
Support Robin:
That bonus is a welcome bonus, which you have used on redbet already

Me:
This was again, another question I specifically asked.
Me:
You need to make good on your mistake. It is not fair that I have to take some kind of punishment due to your lacklustre support host.
Me:
You should remove the 50 bonus and send me back whats in the account. I think it will be around 60 euros.
Me:
I can't remember the actual balance as it just kicked me out mid-spin.
Me:
I don't think this is an unreasonable request considering the circumstances.
Support Robin:
Well, we will not pay you back anything more than what you deposited and that is not changing. I have sent a mail to the security department and as soon as we know on how we proceed we will contact you.

Me:
Ok, I really hope that extra 10 euros will be worth the noise I intend to cause about this matter Robin
Support Robin:
Well, you do what you have to do. In the meantime I will work on getting your funds back to you
Support Robin:
:)

Me:
Perfect. I suggest your rep heads over to this thread sometime soon and clarifies some things: http://www.casinomeister.com/forums/showthread.php?t=65423
Me:
Have a great day Robin.
Support Robin:
You to!
Support Robin:
bye


- T
 

daenyboi

Non-Gambler
So now people should read the laws and regulations of Malta or wherever the gambling sites are registered to find out this stuff about sister sites to?

It sohlud be stated in the regulations on the webpage in my opinion?



Edit: Read your live chat transcript, being mad doesnt almost never help, i would be to though but did u ever use a bonus on redbet for example? And also if you didnt finish the bonus?

I think they will give you a good deal anyway, that Robin guy is very nice so.
 

Takkaone

Full Member
I can understand that you are angry about the situation since you did what you could and should by contacting support BEFORE registering / depositing. Hopefully the guy from whitebet-chat giving you the go, will get "re-trained" but lets be honest, all of us have made mistakes in our respective jobs... Those mistakes happen and always cost someone extra-work or headache. (either for the customer, your superior or the guys you supervise...)

But to the issue with your money? I could swear that whitebet is between a rock and a hard place here... If they could you already had your money back! But sending any more as the amount you deposited would basically mean, that they let an excluded person gamble... This would be against the license they are operating on, which would cause them even bigger problems as an angry ex-customer letting of steam on the internet.

So they probably are trying to figure out a way to void your bets and roll anything back to before your deposit AND comply to the regulations they are licensed by in the whole process.....
 

daenyboi

Non-Gambler
I can understand that you are angry about the situation since you did what you could and should by contacting support BEFORE registering / depositing. Hopefully the guy from whitebet-chat giving you the go, will get "re-trained" but lets be honest, all of us have made mistakes in our respective jobs... Those mistakes happen and always cost someone extra-work or headache. (either for the customer, your superior or the guys you supervise...)

But to the issue with your money? I could swear that whitebet is between a rock and a hard place here... If they could you already had your money back! But sending any more as the amount you deposited would basically mean, that they let an excluded person gamble... This would be against the license they are operating on, which would cause them even bigger problems as an angry ex-customer letting of steam on the internet.

So they probably are trying to figure out a way to void your bets and roll anything back to before your deposit AND comply to the regulations they are licensed by in the whole process.....


If OP have a transcript from getting the go ahead from live chat, i see no problems as to why not pay 90-100% of the amount of everything, as there is nothing in Whitebets Terms&Conditions about the matter about sister sites, brand and etc. as mentioned earlier in the thread.
 

Takkaone

Full Member
Just guessing here from my side... But after having endured several years of sitting through my countries equivalent of law-school i would bet that they need to find a way "how to name the extra-funds" they send to the OP.

Because if they send them back as his winnings, then there has been a bet accepted and paid out. (Against the law) But i think i should stop speculating here...
 

vinylweatherman

You type well loads
CAG
MM
Just guessing here from my side... But after having endured several years of sitting through my countries equivalent of law-school i would bet that they need to find a way "how to name the extra-funds" they send to the OP.

Because if they send them back as his winnings, then there has been a bet accepted and paid out. (Against the law) But i think i should stop speculating here...
It could be sent back as a goodwill payment as some compensation for the inaccurate advice received from the first support agent. Other than waiting till the exclusion lapses and continuing where things left off, there is nothing else that can be done without the approval of the regulator, and since this is Malta we are talking about, the wait is likely to be far longer than just waiting it out till the 29th.

Above all, it's yet another example of what can go wrong when costs are cut too far in the CS department, resulting in incompetence and inaccurate responses to player queries.

The shadowy world of exactly who owns what in the industry makes it hard for players to easily figure out what a "sister site" is, they need to be listed, and consistent reciprocal lists and terms should be on all their brands.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
It could be sent back as a goodwill payment as some compensation for the inaccurate advice received from the first support agent. Other than waiting till the exclusion lapses and continuing where things left off, there is nothing else that can be done without the approval of the regulator, and since this is Malta we are talking about, the wait is likely to be far longer than just waiting it out till the 29th.

Above all, it's yet another example of what can go wrong when costs are cut too far in the CS department, resulting in incompetence and inaccurate responses to player queries.

The shadowy world of exactly who owns what in the industry makes it hard for players to easily figure out what a "sister site" is, they need to be listed, and consistent reciprocal lists and terms should be on all their brands.

Compensation for what exactly? Not reading the terms, which should have been done before CS were ever contacted. The terms on both sites are exactly the same as CS stated:

REDBET T&C's:

7.9 Gaming Operator reserves the right to void bonuses and winnings if the Player or any person in the customers household has previously received a similar or equal bonus on one of our other brands. This applies to both sports betting and casino bonuses.

WHITEBET T&C's:

7.9 Gaming Operator reserves the right to void bonuses and winnings if the Player or any person in the customers household has previously received a similar or equal bonus on one of our other brands. This applies to both sports betting and casino bonuses.


So having read the terms FIRST the player can contact CS and enquire as to which sites are in their group. Or look at the company name down the bottom (like I just did) and in 10 seconds of Googling had the list to answer my question (hardly 'shadowy' Vinyl!)

Bonnier Gaming sites:

1. Redbet Casino
2. Redbet Poker
3. Redbet Sports
4. Bertil
5. Mama Mia Bingo
6. Vinnarum Casino
7. Redbet Live Casino
8. Whitebet
9. Heypoker
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Just checked the terms on whitebet and redbet, did not find anything about it either. But live chat was very clear about it.
I think the same goes for unibet and maria casino: you cannot play at maria when excluded at unibet. (Not 100% sure about that though)
Not true apparently. You may have seen my 1004x stake on Wild Rockets recently, Unibet paid me in 48 hours. I used the 6-month break to shut my Maria account about 2 months ago.
 

aceking123

Well-Known Member
PABnononaccred
CAG
MM
Not true apparently. You may have seen my 1004x stake on Wild Rockets recently, Unibet paid me in 48 hours. I used the 6-month break to shut my Maria account about 2 months ago.
there both different , the only reason i closed maria was due to them pulling neteller wallets , still have a unibet account

redbet & whitebet have clear terms that your not allowed to take bonuses on both sites , not that it applies any longer to me , due to the forum being filled with things & crappy promos i closed the account yesterday & as pointed in a few threads since andy has left it seems they don't really care about there players , pity i had them in the top ten casinos i would of vouched for :(
 
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