So, the live chat gave me this update last night:
00:21 Support Hjalmar: Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.
00:21 Support Hjalmar: Hello Tom, how may I help you? =)
00:21 Tom: Hey, can you update me regarding what is happening with my account/deposit etc?
00:21 Support Hjalmar: I will check!
00:23 Support Hjalmar: On the 29/Dec you choosed to self exclude your account for one month
00:23 Tom: Yes, I know all this.
00:24 Tom: Just want to know if the money is being sent back to my card or if the bonus is being left until the 29th?
00:24 Support Hjalmar: Your whitebet account will be reopened at the same time
00:24 Support Hjalmar: You can have your money sent back to your bank if you want but then you have to send in some documents. Otherwise you can wait.. Which bonus did you attend to use?
00:25 Tom: It was the welcome bonus, this morning Robin was checking the details regarding what was happening.
00:26 Support Hjalmar: ah okay, that bonus will still be active when your account is reopene
00:26 Support Hjalmar: reopened
00:26 Tom: Ok, and that bonus will not be voided?
00:26 Tom: As Robin was unsure if I was allowed to accept that welcome bonus as I had previously accepted it on RedBet.
00:27 Support Hjalmar: I see now that you will not be able to use that bonus anyway since you have use the welcome bonus at Redbet
00:27 Tom: Right.
00:28 Support Hjalmar: Okay so if you want to do a manual payout before the 29th, you have to send in a print screen of your bank account connected to your card and also a copy of your passport/ID. Send the documents to
ID@whitebet.com and ask for a manual payout
00:29 Tom: Ok, and that will be a payout of the 50 I deposited?
00:29 Tom: Which part of the bank account do you need to see, im not sending all my transactions or my total balance or anything.
00:30 Tom: I can send in a front and back copy of the card and a drivers license, is this ok?
00:30 Support Hjalmar: No just so we can see your account number and full name. I can not promise you will get exactly the amount of 50 euro. The security department might charge a fee on the withdrawal but that decision will be taken from them
00:31 Tom: This is crazy!
00:31 Support Hjalmar: yes that is okay (with the drivers license)
00:31 Tom: Your support were the ones that told me to do all this and now your getting me to run around getting ID and charging fees.
00:31 Support Hjalmar: What did we tell you before you mean?
00:32 Tom: Before I joined here I came to the chat support and asked all of these questions to you.
00:32 Tom: I asked if I was allowed an account and explained I was on a break at RedBet
00:32 Tom: I told you that I had already taken a bonus at RedBet
00:32 Tom: Christoffer told me it was perfectly fine to open an account and take the bonus.
00:32 Support Hjalmar: Really??!
00:32 Tom: I did so, and now I have been given awful treatment.
00:32 Support Hjalmar: hmm okay..
00:33 Tom: Please review my recent chat logs with yourselves.
00:36 Support Hjalmar: Okay, so the best way I know to solve this now is that I will put a note on your account saying that you where incorrectly informed and that you should get the total amount that you deposited! But unfortunately you still need to send in the documents... I'm really sorry that you have been mislead like this. Christoffer is one of the newer support although that should be no excuse at all! But for you to know the reason why this has happened
00:38 Tom: Its pretty shocking treatment. Every stage I have been told no. I have been a long term loyal customer at RedBet for years and have spread word around for your casino.
00:38 Tom: To now be treated like this is somewhat shocking.
00:39 Tom: Are you happy with a copy of a drivers license and front/back of the card?
00:39 Tom: As I already have these documents so it is not much trouble to send them.
00:39 Support Hjalmar: Yes!
00:40 Tom: Ok, and can you guarantee im going to get 50 euros and not be charged a fee on this?
00:40 Support Hjalmar: Yes, I have put a note on your account so that the security department will not take any fee for the withdrawal
00:41 Tom: Ok, thanks. You have been much more helpful than the other support hosts.
00:41 Support Hjalmar: Thank you nice to hear!
00:42 Support Hjalmar: You didn't got anytime to play with the bonus right?
00:42 Tom: Yeah, I played for around an hour.
00:42 Support Hjalmar: okay
00:43 Tom: I never went low enough to hit the bonus amount though.
00:43 Tom: Pretty sure I stayed above 70 euros always.
00:44 Tom: And I was at around 110 just before it locked.
00:44 Support Hjalmar: Okay, everything looks fine. You now have 50 euro on your account that you will get back to your bank. So send the documents and the security department will handle the process.
00:44 Tom: Sent them a few moments ago.
00:45 Tom: Should be with you now.
00:46 Support Hjalmar: Which topic did you type for the mail?
00:46 Tom: verification Documents was the subject.
00:46 Support Hjalmar: Yes it is there
00:48 Support Hjalmar: Is there anything else I can help you with or something you are wondering about?
00:49 Tom: Will I receive an email once the withdrawal has been processed or should I check back to this chat tomorrow?
00:52 Support Hjalmar: You will receive an E-mail as soon as the security department has looked in to the matter. Since they handle all manual payouts I'm not exactly sure how the process is handled.
00:52 Tom: Ok, no problem. Thank you for you're help. They should just keep you on support and fire the other guys. Have a good evening.
00:54 Support Hjalmar: No problem Tom. Again I apologize for the misleading information you have been given. Haha yes I will see what I can do about that! Thank you and have a nice evening you too! =)
00:54 Tom: Bye for now!
00:54 Support Hjalmar: Bye!
And then today I receive this email:
Dear Mr. Starkie,
Thank you for your email.
We have now verified you and your Visa card!
However, please be informed that we also need the following in order to pay back the funds;
- A screenshot from your bank account showing your name and bank account number, or a copy of a bank statement/bank draft showing the equivalent. It also has to show your full IBAN, swift and bic details
We look forward to hear from you again, and we sincerely apologize for the inconvenience caused ..
Kind regards,
Maria
Whitebet Security Department
This is so crazy considering the circumstances. I am simply amazed at this group and cannot believe I played at RedBet for so long!
- T