Redbet

[RedbetMJ]

Hey Susan, 

 

Well, I am glad to help you too but it looks like you've been supported by many people from our company, including the casino manager himself, from the very first day. I just had a short chat with him and he confirmed that you spoke over Skype last Friday and the issue has been resolved successfully. You even thanked him for helping you. Isn't that right? 

 

Marcin

[susan]

Hi marcin,

I get 25 free spins from andy (7€ bonus), this is a solution instead of my win?I  was then a couple times in the live chat asking investigate this please and was rejected with the justification-everything else via email as I have written here also.
 

i dont think the freespins was a "solution" or investigation ,so inever wanted accept 25 freespins for that as a final solution.i am very unhappy about that and tell this the live chat

and always was rejected

[susan]

I'm going to ignored again? 

 

marci you also dont credit me the 25spins from your forum promotion

but a solution for the problem would be worth more to me than any free spins

 

its not good to see how "fast" you are when an issue is made, you can payout quick but if you need help you rejected or give some freespins

are you serious?

[RedbetMJ]

Hey again, 

 

I'd like to make one point very clear. Our support agents are obliged to chat with every customer and they do their job properly. You seem to have forgotten to mention that you didn't want to accept the explanation provided by them. As I got to know, after few hours of chatting, the support supervisor kindly asked you to send your request over email. Then, Andy stepped in. As I said before, you thanked him for helping you and you seemed to be satisfied with the reply provided. Right now, you are asking exactly the same questions. Basically, we have nothing to hide and there is no reason, especially for an accredited casino, for keeping your winnings as long as they are legit. Obviously, we can provide you with a full game history, including stakes, the numbers you bet on etc. May I ask you which 25 free spins you are referring to? 

 

Marcin

[susan]

Hey marcin

my time is too valuable to argue with you, because this small amount. I have said all I wanted a deep review/investigation ,somehow it must be possible to see my bet by going deeper into the software if you have a professional software-  as I said I have never experienced something like that for many years,

 

 

I'd like to make one point very clear too said bets were played /the chips were on the table, everything was right,

and I was not credited with the win if you can read and understand, I am satisfied with andy, but not with the thing itself since I have made ​​this bet,

all was correct placed!!!

 

that you are an accredited casino makes even worse

Fast payouts are useless if the win is not credited in this case!

and you cant remember for your 25 freespins forum promotion? look on the first page and read what was your offer

 

it seems hopeless, thumbs down @ redbet

[RedbetMJ]

Hey Susan, 

 

I can only repeat " Obviously, we can provide you with a full game history, including stakes, the numbers you bet on etc." I really don't know what do you mean by going deeper into the software.

 

As far as I remember the offer was following: First 5 people posting an username in a comment below will receive 25 spins on Starburst Videoslot at Redbet.com! 

 

And you answered: "im really scared and can tell you its like day and night - if you have a problem like this you will rejected everytime -no help really scary

username ican give too" 

 

Honestly how should I know you wish to receive the spins?

 

Marcin 

 

edit reason: spelling

[susan]

I have to explain everything to you ?

 

latest with the post from 15th you should know

isee me was the fifth player for the freespins too and ialso dont get them :-(  very frustrating

 

I really don't know what do you mean by going deeper into the software.

 

I'd like to make one point very clear too said bets were played /the chips were on the table, everything was right,

and I was not credited with the win

 

 

but one good in my history, many players can reading now how you handle with me, and maybe other players understand what im saying and meaning

 

and how you handle a not crediting win!!  have re questions because you have known it  already...) reject on another way right?

 

maybe you should rename the casino in "reject bet"

 

you are one of the worst

as i said fast payouts are useless if you have trouble with your software, and reject deep investigations maybe with the software provider correctly, not only the standart logs because see above.. it was on the table and all correct set!!!!!

[ValDes]

Hmm, perhaps it is about time for me to interfere into this...

 

@susan

 

Please, try to avoid using harsh words for which you might regret at a later stage! Throwing a pile of accusations against a reputable and trustworthy online operator as Redbet is not the best possible approach if you ask me. Just expose the facts in a simple, but honest and transparent manner and leave the rest of our members to draw their own conclusions, once and if the issue is resolved. On top of all, you are behaving really rude with Marcin, who is proven to be really helpful and always concerned by players issues?! He do not deserve such attitude!

 

@marcin

 

Is it possible for you to find and post here the full gameplay log of susan for the aforementioned period? This would be the best solution in my opinion and would give an answer to all questions raised by the player. I know software providers are slow when it comes to this, but your efforts would be much appreciated.

 

Thank you both in advance for showing the rest of our members how an issue could be resolved in a peaceful environment!

[RedbetMJ]

Hey, 

 

Thanks for stepping in Valdes. This kind of statement posted above represents the facts taken from the software provider. I wouldn't have posted anything which hasn't been checked before anyway. The issue is a standard word vs word situation and there is nothing else to do with it as simply request the gameplay log as suggested. Since I am not sure how far I can go with publishing it on forums I'd like to discuss it with a casino manager before posting any other comments.

 

Marcin 

[cocopop3011]

I feel bad now for creating this post, I hope i haven't caused any conflict between anyone, and despite what has gone on with this case I think its important to reiterate the fact that Redbet are a great casino, and mistakes like this are always going to happen now And again wherever you go.

[susan]

I feel bad now for creating this post, I hope i haven't caused any conflict between anyone, and despite what has gone on with this case I think its important to reiterate the fact that Redbet are a great casino, and mistakes like this are always going to happen now And again wherever you go.

 

 

dear no question redbet is fast and if you have no problems its a great casino,

 

but in many years never experienced an issue like that

[susan]

had nothing to do  with redbet ,im on a winning streak today in ladbrokes won a little bit over 3k a minute ago!

yeehaa the live roulette @ladbrokes is still the best and never ever expierenced issues

[andyredbet]

Hi folks.

Sorry for jumping in... I'm Andy and I'm in charge of casino at Redbet.

I've looked into this a couple of times but to be honest there's nothing to explain.

There was no bet placed on the number, there was no money taken from the player account and nothing unusual has happened.

I've been discussing this outside this forum with the player and have checked all the logs and sent them to the player.

It looks like the player believed they had placed a bet on a particular number but they didn't.

 

I'm sorry but the bet was never placed, the money for the bet was never taken from the players account and the logs show no bet.

 

I'm not saying that the player is being dishonest, I have no doubt that they thought they had placed a bet on two numbers but the fact is only one bet was placed and that was a losing bet.

 I am sure it was an honest mistake but I am 100% confident that the bet never happened. if it did happen, win or lose, the software would have taken the stake.

 

No bet placed, no stake money taken = no win.

 

Mistakes happen, I've had this hapen to me, I ALWAYS back 7, 30, 14/15 and 3 on roulette and I have had it happen in a live casino where I have gone to collect only to realise my 30 was on the 32.

This is human error. I have given the player some free spins to compensate, not because we did anything wrong, or anything wrong happened with the software, but because I know what a pain it is when you wish to place a bet, don't place the bet and it wins.

 

All the best

Andy

[andyredbet]

Hi marcin,

 

I get 25 free spins from andy (7€ bonus), this is a solution instead of my win?I  was then a couple times in the live chat asking investigate this please and was rejected with the justification-everything else via email as I have written here also.

 

i dont think the freespins was a "solution" or investigation ,so inever wanted accept 25 freespins for that as a final solution.i am very unhappy about that and tell this the live chat

and always was rejected

Hi Again

 

Susan, I credited the 25 free spins because I was contacted and told that you were due 25 spins from a different promo. Marcin was away and I was contacted on Sunday evening about your missing 25 spins (nothing to do with this missing roulette bet), I credited them on Monday morning.

To be fair I'd be happy with that service from any business, wouldn't you?

[susan]

thank you for the statement andy again here, in the end leaves a bad aftertaste the whole story, but I assure said to have played the inserts and have also seen the chips on the table.
in a real casino would probably not have happened to me, so I'm assuming it was a software trouble, otherwise I can not explain it

[ValDes]

@andyredbet

 

Thank you very much for clarifying the issue with all its details in a simple and transparent manner! You and Marcin have proved once again that Redbet really deserves its reputation of a trustworthy and responsible online casino!

 

@susan

 

Thanks you for observing the good manners! I have been in your shoes in many occasions and believe me, I am totally in aware of the fact how frustrated and forceless a customer might feel, once a problem with the casino occurs. Luckily, when a casino like Redbet is involved into such an issue, I'm completely sure that everything possible to solve it shall be done. Unfortunately in your case, it is obvious now that we are talking about a software glitch, which might occur after all and no one is able to prevent it. And I'm really happy that you have accepted it and moved on and congrats on your recent winnings by the way!

 

 

Thank you all for showing in real time to all our members how an issue can be resolved in a transparent and honest way!  

[susan]

thank you valdes

 

to come short to an end-

sadly = unresolved but i agree

 

and

@andy in my account was no freespins on monday

, my partner got 25freespins on monday

 

but its also ok for me shut it down

regards

[susan]

updates:

 

redbet closed today my account after deposit and played to zero

 

for the reason: i used a "bad word against a support agent"  3days before in the livechat

[cocopop3011]

updates:

 

redbet closed today my account after deposit and played to zero

 

for the reason: i used a "bad word against a support agent" 3days before in the livechat

WOW!!! They closed your account for that? That sounds a bit pathetic to me and even more pathetic of the person on live help who presumably had to refer to her supervisor before closing the account, Susan don't worry I'm sure its their loss and another casinos gain.

 

I deal with the public and customers in my work and when people swear or are unpleasant sometimes I don't take any notice, its just a word for gods sale everyone says them?...

[LordCronal]

Well, I just dont believe that "bad words" were only reason...

Casino supports propably gets bad words quite often, because... Well, gambling is gambling...

I have said also bad words to customer agents in some casinos for many many different reasons but my account was never closed.



Anyway, I just dont believe that it was only reason...

Just my opinion...

[cocopop3011]

Well, I just dont believe that "bad words" were only reason...

 

Casino supports propably gets bad words quite often, because... Well, gambling is gambling...

 

I have said also bad words to customer agents in some casinos for many many different reasons but my account was never closed.

 

 

 

Anyway, I just dont believe that it was only reason...

 

Just my opinion...

It does seem a bit pathetic doesnt it if it was the reason, which I do believe Susan it's just its very strange

[susan]

iwill quote it

 

isay the bad word to "carolina" and she forgive me, but the manager andy dont open my account again its his decision

 

because one bad word !!!!!!!!!!!!!!

 

 

the quote in few minutes

[susan]

[15:05:26] Andy Braithwaite: Hi susan. Your account is closed. Let me look into it

[15:05:42] susan: ?

[15:05:58] susan: ideposit few minutes ago

[15:06:44] Andy Braithwaite: Yep

[15:07:05] susan: ?

[15:07:11] Andy Braithwaite: Player now calls me [22:45] ugly f***hole

[15:07:23] Andy Braithwaite: Locked for abusing support. Just locked, not sure when the chat was

[15:07:44] susan: and im sorry after that

[15:07:45] Andy Braithwaite: Ah ok

[15:07:48] susan: that is not my language

[15:07:50] Andy Braithwaite: Sorry it's locked

[15:08:00] susan: iwas very angry and isorry for that the operator few minutes after

[15:08:23] susan: but it was days ago andy and you accept my deposit today ?

[15:08:54] Andy Braithwaite: Yep, just locked. Did you play your deposit or do you need a refund?

[15:09:12] Andy Braithwaite: OK sorry looked - played.

[15:09:12] susanr: ideposut and play and iwas not locked

[15:09:22] Andy Braithwaite: if you'd won you would have been paid of course

[15:09:27] Andy Braithwaite: But it's locked now due to that

[15:10:21] susan: oh okay and no chance to reopen?

[15:13:31] Andy Braithwaite: Sorry, I don't blame them, I'm sure you understand.

 

 

 Carolina: [17:04] Welcome to our LiveChat support. I'm happy to assist you in either English or Swedish.

[17:04] Hello

susan: [17:04] hi carolina

[17:04] ihad used a bad word the last time and ifeel sorry for that icame directly after that too in the chat and told you thats not my language

Carolina: [17:05] Yes I remember that. Apology accepted

 

 

 

i deposit today few bucks and played to zero, after iplayed to zero my account was locked,

 

i contacted andy (manager) , and they told me my account was locked because 3days ago i used a bad word to carolina!!!!  (but she accepted the apology)

 

 

REDBET = Kindergarden

no professionals

 

watch them - they find the simplest reasons to close accounts

[cocopop3011]

 

 

Aww...Susan I feel for you. That really is pathetic I'm shocked at the way he spoke to you actually. And I doubt u would have been paid Susan they should never have allowed you to deposit. It's at their discretion whether or not they report to their manager and the fact that they is beyond me. I think the manager should have used his discretion, being from the big name as it is RedBet should have used his discretion and given u a warning or something not just locked your account that is very harsh.

 

I'm don't agree that u swore to her (although what u said made me have a little chuckle....a bit harsh Susan but made me laugh all the same) ive nearly swore or felt like swearing loads if times with live help lol...especially at skill on net casinos, but I know it never gets u anywhere lol.

 

Don't worry Susan play your money in a different casino there are still loads of other really good casinos out there...like I already said Redbets loss is another casinos gain.

 

Hope u have some better luck soon

[cocopop3011]

Ok have to say, just for the record...I DO STILL LOVE REDBET hehe