Redbet account closure

[Fiekie247]

So

 

I decided to play at Redbet casino and made a deposit of 25 euro and claimed a bonus. I made a couple of deposits before.

 

I have been a member for 2 years now, I played a couple of weeks ago and made a successful withdrawal, everything was fine until tonight this happened :

 

Chat started on 26 Sep 2018, 08:35 PM (GMT+0)

(08:35:19) *** Shafiek Samsodien joined the chat *** (08:35:19) Shafiek Samsodien: Hello

(08:35:22) Shafiek Samsodien: Hi

(08:35:23) *** Cormac joined the chat *** (08:35:35)

Cormac: Hi Shafiek, how can I help?

(08:35:38) Shafiek Samsodien: I deposited 25 euro with bonus code SNW1

(08:35:48) Shafiek Samsodien: How do I activate the free spins?

(08:35:59) Cormac: Did you receive an email for the offer?

(08:36:04) Shafiek Samsodien: yeah

(08:36:26) Cormac: Just a few moments please.

(08:36:45) Shafiek Samsodien: ok

(08:36:58) Shafiek Samsodien: can i play so long with my deposited funds?

(08:37:41) Cormac: I would advise against it for the moment.

(08:37:47) Shafiek Samsodien: ok

(08:43:42) Cormac: Thank you, unfortunately we are unable to accept players from South Africa at the moment due to licencing changes, which is why you would not have seen South Africa on the list when creating your account I am afraid, I will therefore have to close your account with us, I am very sorry about this and if this were to change in the future we will of course contact you back.

(08:44:14) Shafiek Samsodien: But I played a couple of weeks ago as well

(08:44:30) Shafiek Samsodien: and my deposit?

(08:44:53) Cormac: I'm afraid that it has changed. I will contact the department about getting a refund.

(08:45:06) Cormac: Or getting it back, although I cannot guarentee.

(08:45:39) Shafiek Samsodien: Why cant I make a withdrawal now nad you close my account afterwards?

(08:46:02) Shafiek Samsodien: You cant just take my money and tell me you cannto guarantee that is bullshit bro

(08:46:21) Shafiek Samsodien: So I request a withdrawal okay and then you close the accout after the withdrawal

(08:46:25) Shafiek Samsodien: really weird

(08:46:49) Cormac: I have already closed the account, we have our own internal procedures we must follow. I will ask for it to be sped up though for you.

(08:47:17) Shafiek Samsodien: Really nonsense that you just proceed to close the account

(08:47:28) Shafiek Samsodien: You first need to inform me about closing it and then you close it,

(08:47:39) Shafiek Samsodien: WOW really not impressed by this

(08:47:59) Cormac: We are obliged to if you are not in a registered country, Shafiek.

(08:48:25) Shafiek Samsodien: I have been playing here for more than 2 years, now only I am restricted

(08:48:32) Shafiek Samsodien: Anyways what is the next step now

(08:49:26) Cormac: After this chat, I am passing the case to the relevant department so that they will inform us what is required for you to get the deposit back.

(08:49:41) Shafiek Samsodien: How long does that take?

(08:50:22) Cormac: I cannot say for sure. The department has to look at the case and have their own internal procedures to follow, as such I'd rather not give you a false timeline.

(08:50:36) Shafiek Samsodien: days, weeks?

(08:51:28) Shafiek Samsodien: it weird they did not tell me this a couple of weeks ago when I played here

(08:51:50) Cormac: As I said, I cannot say, we always aim to get them addressed immediately or as soon as possible.

(08:52:04) Shafiek Samsodien: 'ok thanks

(08:53:13) Cormac: I will try to see if there is antything I can do to speed it up also.

(08:53:25) *** Shafiek Samsodien left the chat ***

 

 

 

 

Should I just wait for my deposit? he said he cannot guarantee a refund,

[cocopop3011]

Wow - I'm shocked that transcript is from Redbet!!! I'm sorry but an example of unprofessional support which you really don't expect from this brand. What's even the reason they may not be able to refund you? Lack of withdrawal methods for SA players I assume?

[Fiekie247]

Wow - I'm shocked that transcript is from Redbet!!! I'm sorry but an example of unprofessional support which you really don't expect from this brand. What's even the reason they may not be able to refund you? Lack of withdrawal methods for SA players I assume?

I can withdraw to Neteller, Skrill or Ecopayz or Bank Transfer, I made a couple of successful withdrawals with them.

 

I am not sure why they may not be able to refund me, as I made the deposit but did not start playing with my funds at all, I first asked them about the bonus, since it was not credited automatically.

 

My point is that a few weeks ago I was with live chat all the time, discussing deposit bonuses etc and information regarding my withdrawal and they never said anything up until last night I am not suppose to be playing there anymore.

 

Should I be worried or give it a day or two to see if I get my refund? I mean why could I not just place a withdrawal and then they would close my account,

 

Maybe one of you guys can notify the rep and maybe just get a little more info on my behalf?

 

I am starting to love the AGGCS these days

[ValDes]

Shocking!

 

The fair and honest practice when it comes to such sudden licence changes requires at least and official email sent to your inbox... 

 

I would give them 24 hours before using AGCCS. 

[Fiekie247]

I think I ill have to use the AGCCS soon if they do not refund me - They say I broke their terms as I signed up from a country that is restricted to play there. I signed up in 2015 already and there was no restrictions, otherwise I would not have been able to register right? I asked them why they never informed me or even if Live chat never told me before over hte last 2 years and they cannot answer. I had a withdrawal approved and paid out a couple of weeks ago, why did they not say or mention anything then?

Live chat is really useless:

 

Chat started on 27 Sep 2018, 11:53 AM (GMT+0)

(11:53:38) *** Shafiek Samsodien joined the chat ***

(11:53:38) Shafiek Samsodien: Update on my refund

(11:53:42) Shafiek Samsodien: I am unable to login

(11:53:46) Shafiek Samsodien: account blocked and closed

(11:53:58) *** Jess joined the chat ***

(11:54:05) Shafiek Samsodien: HI Jess

(11:54:10) Shafiek Samsodien: email ***************

(11:54:21) Shafiek Samsodien: So yesterday they apparently had to close my account

(11:54:26) Jess: Hi Shafiek how are you?

(11:54:33) Shafiek Samsodien: I am not so good

(11:54:35) Shafiek Samsodien: how are you?

(11:54:38) Jess: As you are not signed in I will need to ask you some security questions so I am able to locate the account for you. Please can you answer the below: Date of birth Home address, post code and city Mobile number When were you last logged in to your account?

(11:54:43) Shafiek Samsodien: Sure

(11:54:50) Shafiek Samsodien: ***********************************

(11:55:02) Shafiek Samsodien: *************************************

(11:55:12) Shafiek Samsodien:*****************************************

(11:55:15) Shafiek Samsodien: Logged in last night

(11:55:31) Shafiek Samsodien: *********************************************************

(11:56:28) Jess: Sorry to hear you are not good

(11:56:56) Shafiek Samsodien: Yeah because you guys had to close my account because of restrictions

(11:57:08) Jess: Can you please tell me the amount you are due for refund please

(11:57:13) Shafiek Samsodien: which I still dont understand, I played a couple of weeks ago and everything was still fine

(11:57:18) Shafiek Samsodien: 25 Euros

(11:58:30) Jess: We can not allow you to play in certain countries therefor we have needed to close your account. I see the 25.00 is currently with the payments team to make a decision as to whether they will refund this to you.

(11:58:54) Shafiek Samsodien: Why do they have to make a decision?

(11:58:56) Jess: You will be updated via email once the decision has been made.

(11:59:06) Shafiek Samsodien: I mean its my deposit and I have not played with it yet

(11:59:12) Jess: This is what I can see on your account

(11:59:31) Shafiek Samsodien: Now I need to know why do they need to make a decision? How long will this decision take?

(12:00:24) Shafiek Samsodien: I feel its just right to give my money back, this is really bad and weird from a brand like Red Bet to actually decided whether they wanna refund my depositsw

(12:00:30) Shafiek Samsodien: My deposit

(12:02:58) Shafiek Samsodien: I mean it is my money

(12:03:57) Jess: As you have broken the terms and conditions on the site this is something we will need to look into for you. Once this has been done this will be resolved and we will send you an email.

(12:04:31) Shafiek Samsodien: What terms specifically did I break?

(12:04:31) Jess: I am unable to provide any further information at the moment as this is not something I will be able to decide for you.

(12:05:05) Jess: That you are not allowed to play in the country you currently reside in this is clearly stated in the site terms and conditions which we always advise you read throughly.

(12:05:52) Shafiek Samsodien: I signed up over 2 years ago - If I was restricted, how come you allowed me to sign up? Normally if a country is restricted, then I could not be able to sign up or find my country even right?

(12:06:07) Shafiek Samsodien: Or has this change come into effect last year when Red bet had some do over

(12:06:08) Shafiek Samsodien: ?

(12:06:37) Shafiek Samsodien: Why had no one or any other support agent told me this before over the last 2 years, or even sent me an email regarding this?

(12:06:42) Shafiek Samsodien: Its not like I signed up yesterday

(12:07:42) Shafiek Samsodien: I actually signed up in 2016

(12:07:44) Shafiek Samsodien: 2015

(12:07:46) Jess: I am going to need to escalate this for you

(12:08:01) Jess: I am unable to provide you with any further information at this time.

(12:08:23) Shafiek Samsodien: Well its always like that - please escalate this otherwise I will open a complaint on Askgamblers regarding this matter (12:08:59) Jess: Of course I will ensure to do that for you.

(12:09:06) Shafiek Samsodien: Please escalate, and let me know asap about my money

(12:09:09) Shafiek Samsodien: thanks

(12:09:42) Jess: I will do and you will get an email.

(12:09:48) *** Shafiek Samsodien left the chat ***

[Afi4wins]

So sorry to hear about your problems there mate...but I have had similar issues too at other casinos.

 

Some years ago, I signed up, played, deposited and even made withdrawals at certain casinos...until I started getting notification emails from these casinos indicating that my country is now restricted. The strange thing was...I could still do login at those casinos, but some casinos had the deposit option removed, which I found out later on after that notification, so I had my account closed. However, there were still a few more casinos that had not done anything to my existing account...I could still do login, the deposit and withdrawal options were still available...but I knew that I was restricted, so I finally had those accounts closed too.

 

To name a few of those casinos...Jetbull, Dunder, Boombet, Shadowbet....etc, etc, etc. 

[Fiekie247]

The thing is, I never received any notification that my country is now restricted

[pinnit2015]

Redbet used to be a great casino. Emphasis on used. Then in 2013 Bonnier took them over from Nordic something or other. The decline in them has been gradual but noticeable. Withdrawals of a few hours now over a day, the VIP programme (which apparently I’m part of, but they gave me 5 free spins on my birthday - cosmic) decimated and now they’re just average.

 

I still play out of nostalgia and the fact iv had previously good hits on them.

 

Good to see the acquisition by Mr Greens corrected their downward trajectory ;-)

[Afi4wins]

The thing is, I never received any notification that my country is now restricted

 

And that shows 'bad' customer support...or lack of responsibility towards customers...whichever way you look at it. 

I'm restricted from Redbet Casino, so no problems for me, hehehe.

[Fiekie247]

Redbet used to be a great casino. Emphasis on used. Then in 2013 Bonnier took them over from Nordic something or other. The decline in them has been gradual but noticeable. Withdrawals of a few hours now over a day, the VIP programme (which apparently I’m part of, but they gave me 5 free spins on my birthday - cosmic) decimated and now they’re just average.

 

I still play out of nostalgia and the fact iv had previously good hits on them.

 

Good to see the acquisition by Mr Greens corrected their downward trajectory ;-)

You right, back in the day they were good. Last year sometime the website was down for a short while almost like a rebranding or restructure etc.

 

Since then for me things went down the hill, my first withdrawal took 3 hours, now it takes 72 hours more or less.

[Fiekie247]

So I received this email, so they do accept players from South Africa. I guess Askgamblers should update it on the site as well,since it shows players are restricted.

 

Do I still continue with the brand and forget what happened 2 days ago?

[Afi4wins]

I think the keyword in that reply is 'for the time being'...you may become restricted in the near future, which is quite likely indeed.

 

What I would do is...open back the account, withdraw your deposit without needing to wager it 1x (as I did at Champagne Spins Casino), then request to close back the account. You can continue playing at the casino, if you wish, but you may get into the same problem again later on. 

[ValDes]

So I received this email, so they do accept players from South Africa. I guess Askgamblers should update it on the site as well,since it shows players are restricted.

 

Do I still continue with the brand and forget what happened 2 days ago?

 

Haha, touche!  

 

Have just double-checked the relevant Redbet terms and conditions and apparently, South Africa is not (no longer) listed there - https://prnt.sc/kzozf8

 

Their review page on AG has just been updated.  

[pinnit2015]

On another note... you can have accounts with them and Winningroom. But careful if you take the same weekly deposit bonus with both. Not done it to me (primarily because I never cash out from the weekly ones) but there’s been a few times they’ve tried/done so, voided a withdrawal.

 

It’s probably in their terms blah blah.

[cocopop3011]

What a palava! Yeah I picked up on 'the time being' guess this means something could change in the future.

 

Did you decide to play your deposit or withdraw Shafiek? Shocking how Redbet handled it all though I must say.