REDBET messing me around with verification

[ESCJAMIE]

I been with them years depo and withdraw all the time no issue, since this new law came in they asked for ID i sent them bank statement driving licencee and proof of adress then got an email

Dear Jamie,

I hope this email finds you well.

Thank you for sending us the required documents.

We are glad to inform you that your account has now been verified successfully and your account is now reopened!

You should be able to login as normal now with your credentials, however if you have forgotten any details, please use the 'Forgotten Password' feature.

Should you have any questions, please do not hesitate to contact us.

Kind regards,
Allyssa


My £40 withdrawls still pending so went in live chat I got told I need to send another form of each of the below again
We need: Another form of ID, Proof of Address and BS**4468

What I sent them is what I send every casino without Issue how is a driving licence proof of id and a bank statement not enough for them ?

So annoying not sure what to do now do they have a rep ?

 

[goatwack]

This verification lark is BS. I thought the regulations were implemented to prevent poor innocent younglings from registering at sites and becoming lifelong gambling degenerates, NOT harass already-registered players.

I assume by being irritants to their regular player base they're admitting to having allowed underage people to sign up for years then (across all casinos)

Nice patch-job by these casino clowns

 

[ESCJAMIE]

According to what i have on account we still require these documents as what you have sent us is not acceptable

So PDF bank statement driving licence and proof of address is not longer acceptable, they be asking for a blood sample next to check my DNA !!

 

[ESCJAMIE]

Dear Jamie,

As a reputable and licensed casino, redbet is asking you to verify your account for security reasons. Once the verification is complete, we will gladly process any future withdrawal.

Worry not, this process won’t take long. In order to verify your redbet account we kindly ask you to provide us with the required documents listed below.


Identification Document

· A colour copy of an Identification Document (Passport, National ID card or Driving License).


I sent them Driving liceance but its no vaild as proof of ID yet thats what email they originally sent me I cant even deal with this shit

 

[ESCJAMIE]

Anyway I can make a complaint about this and its just disgusting they am asking for another copy of each of the following even thou i sent them what they asked for

Jamie, I know this is frustrating and contradicting to day the least but we require a deifferent method of ID, Proof of address and a BS for account ending 4468

· The (I.D.) Identification Document provided is not an officially recognised document. Official I.D.'s must be government issued - Passports, Driving Licences or National ID cards. Full name, date of birth, date of issue and expiry date must be clearly visible.

I bloody sent them a clear shot of my drivers licance but its not offically recognised then they go on and suggest me sending over a driving licance . Is this some kind of joke ?

 

[ESCJAMIE]

@MrGreen&Evoke Aff. Manager

 

[Borgie]

I would be closing my account as soon as I got my money for total sure !!

 

[Bloatgoat]

Dude, a drivers license might be used for ID purposes in your country, but officially it's not a ID. You need either a passport or ID card. how hard is that.

 

[ESCJAMIE]

Dude, a drivers license might be used for ID purposes in your country, but officially it's not a ID. You need either a passport or ID card. how hard is that.

No need to be rude when you are wrong Official I.D.'s must be government issued - Passports, Driving Licences or National ID cards.
They just said its an official Id in the same EMAIL they said they couldnt accept it what do you not understand??

Driving licence has ALWAYS been official ID in the uk

 

[ESCJAMIE]

I would be closing my account as soon as I got my money for total sure !!

Never getting the money cause I send them what they say is acceptable then say its not accepted

 

[dionysus]

Dude, a drivers license might be used for ID purposes in your country, but officially it's not a ID. You need either a passport or ID card. how hard is that.

well, depends on the country - it's official ID here
but it's irrelevant - it's what the casino ASKED for and considers govt issued ID as noted above; theyre contradicting themselves

 

[colinsunderland]

Dude, a drivers license might be used for ID purposes in your country, but officially it's not a ID. You need either a passport or ID card. how hard is that.

Officially it is ID in the UK
Very hard to send an ID card when there's no such thing in the UK

 

[Borgie]

Never getting the money cause I send them what they say is acceptable then say its not accepted

They can only hold on to your money for so long surely.

 

[TheAddict]

try and take a moment to chill jamie. i fear you're going to have a heart attack at this rate!
fully understand the frustration though. fwiw my passport expired last year, and i have used a driving licence for ID verification 5 times since then at casinos, without problems.

 

[ESCJAMIE]

I did send in my Polling card for Eu elections as proof of address as I do not pay bills or anything like that in my name and several casinos hav accepted it as proof of Adress

So if that was the issue which I thought it would be I understand but the fact they keep telling me they need ID, proof of address and another pdf bank statement when I sent in valid pdf bank statement nothing blurred or altered and a vaild driving licence is just confusing me, I have asked several times if its just one I need to resend but no they ID team tell me its ALL of them need re sending and other proof

 

[ESCJAMIE]

try and take a moment to chill jamie. i fear you're going to have a heart attack at this rate!
fully understand the frustration though. fwiw my passport expired last year, and i have used a driving licence for ID verification 5 times since then at casinos, without problems.

Haha I a very chill just need to voice my frustration and just try and understand how I can deal with them lol

 

[ESCJAMIE]

WOW I canney believe it
1 1/2 Years ago They asked me for same ID I sent them the same as I sent now and guess what they accepted it
19/01/2018 12:06
Dear Jamie,

Thank you for your documents.
Please note that all documents have been approved and your verification is now completed.

We'd like to thank you for your cooperation and we wish you a great day!

Kind regards,
Olga



So why are asking for all this again when I was fully verified last year ?

 

[mack341]

Does Redbet allow customers to reverse withdrawals ?

 

[ESCJAMIE]

Does Redbet allow customers to reverse withdrawals ?

I was about to check as I can not remeber but now when I tried to log in it says


This account has been blocked. Please contact customer support.

This casino is such a joke I cant be arsed anymore

 

[mack341]

From just looking online [ i don't have an account there myself] I think they do allow reversals which is not good and perhaps the real reason why you are getting mucked run around so much.

 

[Luckyscouser45]

Ridiculous

 

[ESCJAMIE]

From just looking online [ i don't have an account there myself] I think they do allow reversals which is not good and perhaps the real reason why you are getting mucked run around so much.

NEVER had an issue before this with them been very good casino for me I know its new laws and stricter checks I get that its fine its the fact they are saying differnt things every time one time driving licence is valid next time its not ect, Its only £40 going on like its £4000 lol

 

[goatwack]

Perhaps your £40 withdrawal triggered some type of AML? Can't be too careful these days

 

[Valhalla]

I've used my current driving license to verify myself at every casino I play it. This despite the address being wrong for the last bunch of times - I moved house and hadn't updated my license yet.
Not once has this been an issue. They just say they only need license for ID/date of birth and not proof of address, since you send proof of address as well.

What absolute horse cock.

 

[pinnit2014]

Does Redbet allow customers to reverse withdrawals ?

Yep - but normally if you pop on live chat they’ll flush it immediately.

Surprised by them, as I near enough play exclusively with them the last few months and normally on the ball for most things.

 

[mack341]

So on all accounts normally a very good casino, maybe it's the effect of the weekend and different staff or the new ukgc rules causing confusion...

 

[pinnit2014]

So on all accounts normally a very good casino, maybe it's the effect of the weekend and different staff or the new ukgc rules causing confusion...

Personally, imo yes (good vip scheme as well). Having said that their support can be a bit ropey: just now I asked can I use Trustly as my bank isn’t on the list of banks on the drop down menu and the reply I got was ‘you should see Trustly as an option’ ( yes, that wasn’t my question however )

 

[PMKFRUITPRO]

I had a few issues with them a while back.

Similar to you where id been verified and made several deposits and withdrawals. I then made a withdrawal of £300 and all of a sudden I’m not verified and have to send in some more docs. They accepted them but for some reason it took about 4 days and a few sessions on live chat.

I should have taken that as a sign......

The next withdrawal I tried to make (£500) bounced back into my account twice after about 5 working days each time. Live support could offer no reason why. Each time I was notified by email that there was some kind of technical error and that it should be fine to withdraw etc etc.

On the third attempt i finally got it. Pretty much 2 weeks after the initial request.

As a result I no longer trust them and won’t play there. Typical casino nonsense IMO.

 

[ESCJAMIE]

UPDATE

I got confirmed what was wrong the ID need to be back and front of driving licence so I sent them both sides

Proof of Adress had to be something else they gave me a long list of things , Which 1 of them was Hospital letter which I sent regarding my appointment coming up

Then I get this email

Christian (redbet)

14 May, 02:08 CEST

Dear Jamie,

Thank you for supplying us with the received documentation. Your account validation is almost complete.

We simply require additional documentation or, one or all of the supplied documents are invalid.

Please see what is required below:


Identification

· - Please provide an alternative (I.D.) Identification Document. Please ensure this is uploaded as per our initial request in order to verify your account.

Why are they not accepting my Driving licance why do they need somthing else I do not have a passport or ID card


Proof of Address

· - The Proof of Address Document provided is not an officially recognised document. Official documentation must be one of the following: Bank or credit card statement, a utility bill from a recognised service provider or governmental authority. Please ensure the document includes full name, address and the date of issue.

I sent in a hospital appointment letter in date, Which from a LONG list of approved and vaild Address methods this was one of them.

Bank Statement: xx4468

· Please provide a copy of your bank statement as per our initial request for account verification.

I have now sent in 2 PDF Online bankstatments showing EVERYTHING nothing blurred out ect yet still asking for it

Kindly note that we do not accept self-printed documents.


Please ensure that your documents are original colour copies and clear with all four corners visible and all relevant details showing.

Many thanks for your co-operation.

Kind regards,

Christian


At this point I am clueless how to move forward I feel disgusted how they are going about this after being with them years being already verified by sending the same proof of ID and PDF statement before and got approved



If anyone has any ideas what I am doing wrong or how I deal with this please say

 

[dionysus]

It seems (to me) theyre really being quite difficult here and likely to run off other players, if not make it outright impossible.
Unless your license happens to be expired or isnt showing edges, I cant see why it isnt an acceptable piece of ID

Proof of address I understand but they'd also need to be reasonable here; many people don't have utilities in their names and many people don't use paper copies but online prints (like bank - though your branch can supply this)

Colour copies? Uh - what if your passport is a black and white photo?

Since I'm not privvy to your acct obviously I can't say the docs submitted don't meet standards, but I hope you get it resolved.

 

[ESCJAMIE]

It seems (to me) theyre really being quite difficult here and likely to run off other players, if not make it outright impossible.
Unless your license happens to be expired or isnt showing edges, I cant see why it isnt an acceptable piece of ID

Proof of address I understand but they'd also need to be reasonable here; many people don't have utilities in their names and many people don't use paper copies but online prints (like bank - though your branch can supply this)

Colour copies? Uh - what if your passport is a black and white photo?

Since I'm not privvy to your acct obviously I can't say the docs submitted don't meet standards, but I hope you get it resolved.

Here is my driving Licence and letter I obv didnt blur anything out to them but just to be on safe side on here

 

[dionysus]

license looks clear to me - i generally send multiples front and back (laying on a flat surface, holding it in hand so it's clearly 3 dimensional) to be better safe than sorry, and for addrees, a piece of mail, my bank statement, or generally an official govt letter - but more often than not (because it has to be a 3 month recent peice), an online prooof of address - I mean, from the bank, it can clearly show its your bank in the address bar - which I always include
I've had plenty of ID issues but that's a crystal clear license image from where I'm sitting

 

[TheAddict]

unreal how CS dont seem to be bothered in spending 5 minutes sitting down and explaining this DL issue to you in a more personalised way,like a human being who, if gave 2 shits about their job, would surely have done by now.
glad i dont play there anymore after seeing this repetative robotic response.

cant you go to the bank and get months statement printed out there.
though it will say what branch and date its printed at on the front anyway, maybe try and find a young lady at the counter and your young self can try smooth talking her into also stamping it 2 or 3 thousand times with the banks official location/date stamp, just to be on the safe side.


as for the DL, i assume the back picture is also just as clear with all 4 sides visable? front ceartinly looks no different from the one that gets me verified everywhere i play.

 

[ESCJAMIE]

unreal how CS dont seem to be bothered in spending 5 minutes sitting down and explaining this DL issue to you in a more personalised way,like a human being who, if gave 2 shits about their job, would surely have done by now.
glad i dont play there anymore after seeing this repetative robotic response.

cant you go to the bank and get months statement printed out there.
though it will say what branch and date its printed at on the front anyway, maybe try and find a young lady at the counter and your young self can try smooth talking her into also stamping it 2 or 3 thousand times with the banks official location/date stamp, just to be on the safe side.


as for the DL, i assume the back picture is also just as clear with all 4 sides visable? front ceartinly looks no different from the one that gets me verified everywhere i play.

Yes it is, and I know right they can not explain to me the issue with DL just came response everytime they have a rep on here but been month since they been on

 

[dionysus]

that's as clear as a bell; every digit sharp and all 4 edges, even what appears to be (if its like ours) a holographic stamp on the front in the first image
im not from your region, but i gather others are

 

[ESCJAMIE]

that's as clear as a bell; every digit sharp and all 4 edges, even what appears to be (if its like ours) a holographic stamp on the front in the first image
im not from your region, but i gather others are

Just found this on there site

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

I sent everything there own website says is valid, Love how they suggest driving licence for ID yet says its not valid proof haha they are a joke

 

[dionysus]

Identification document
This can be a photo of your passport, driving license, or national ID card...
i see that above
Bank statement
In some cases, we request proof of the bank account used for deposits or withdrawals on redbet.
The easiest way for you to provide a bank statement is to log in to your online banking and take a screenshot where we can see your bank account number, your name and the bank’s logo in one picture. We also need to see that you are logged in your account...
I'm gathering you sent this?

Proof of address
Proof of address is a document that proves you live on the same address that you registered on your player account. This can be a bill, official bank statement or letter from the government..
if you have the above, that seems to cover the three by their standards, unless I'm missing something

If those are the three requests and you've sent them, I dunno

are you in contact with the rep for clarification?

https://sussexmskpartnershipeast.com/forums/members/mr-green-redbet_customer-supportrep.48399/
@Mr Green-Redbet_Customer supportRep

 

[mack341]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

 

[dionysus]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

if that's the issue, seems ridiculous- be like, saying, sorry, youve an M not a G license*

*motorcycle v car

 

[ESCJAMIE]

Maybe because it's a provisional licence they think it's not the same proof of ID their list doesn't say provisional so they think they can't accept it kind of thing, sounds mad I know but the casino staff seem scared to use common sense now with regards to kyc, the ukgc has given them a green light and instruction to go overboard....

If that was the case it would be stupid but its not just ID issue they ask for all 3 over and over again when i sent in NEW proof

 

[ESCJAMIE]

Identification document
This can be a photo of your passport, driving license, or national ID card...
i see that above
Bank statement
In some cases, we request proof of the bank account used for deposits or withdrawals on redbet.
The easiest way for you to provide a bank statement is to log in to your online banking and take a screenshot where we can see your bank account number, your name and the bank’s logo in one picture. We also need to see that you are logged in your account...
I'm gathering you sent this?

Proof of address
Proof of address is a document that proves you live on the same address that you registered on your player account. This can be a bill, official bank statement or letter from the government..
if you have the above, that seems to cover the three by their standards, unless I'm missing something

If those are the three requests and you've sent them, I dunno

are you in contact with the rep for clarification?

https://sussexmskpartnershipeast.com/forums/members/mr-green-redbet_customer-supportrep.48399/
@Mr Green-Redbet_Customer supportRep

They not been on for a week so hope they be on soon x

Also bank statement ask for screenshot, I sent them a PDF off my transactions from me to them with all details account name number ect I also sent a screenshot of my bank balance last transactions ect I never do this I alwayus blur them out but Ive gone out my way to show my WHOLE bank account with nothing blured

 

[mack341]

If that was the case it would be stupid but its not just ID issue they ask for all 3 over and over again when i sent in NEW proof

yeah it's friggin frustrating, they say provide an alternative source of ID but don't say why, what's wrong with the licence, they've not got a logical reason other than a 'computer says no' response...I can totally understand your frustration, what you've given them should be enough. And they should have done all this mucking around prior to deposit and not held your withdrawal hostage

 

[mack341]

Thank you for supplying us with the received documentation. Your account validation is almost complete.

We simply require additional documentation or, one or all of the supplied documents are invalid.

it's laughable, sorry mate I'm not enjoying your displeasue; 2 bank statements, a driving licence [provisional or not it doesn't matter, it's an official govt issued document] and a hospital letter, and they still won't recognise all this and pay you're £40 out

 

[The Dude]

Has anyone flagged the casino rep on this?

 

[dionysus]

Has anyone flagged the casino rep on this?

@MrGreen&Evoke Aff. Manager

@Mr Green-Redbet_Customer supportRep

 

[ESCJAMIE]

Has anyone flagged the casino rep on this?

1 week and 1 month they been inactive for

 

[mack341]

just scouting around on google re ID and on the HSBC site 'Help us identify you' page it states:

"Current full UK photocard driving licence (provisional licences are acceptable for under 18s only)"

so it could be this is the same for many organisations, their security advisers have told them not to accept provisional licences unless under 18??

I just can't understand why, the provisional licence is issued by the dvla and has your photo, they don't just hand them out with no proof or checks.

 

[dionysus]

we have a provisional license here as well ie there's a period before you can receive a full license
its still legitimate ID however, as you could be an individual who has no cause to go for their license until after the age of 18

 

[The Dude]

1 week and 1 month they been inactive for

No - not really. Their rep was active here yesterday.
https://sussexmskpartnershipeast.com/forums/members/mr-green-redbet_customer-supportrep.48399/

 

[dionysus]

here nor there, really - it should be a matter the casino simply says ' we dont accept provisional licenses' resulting in a very brief communication explaining the player does not have a full license, ergo, cannot provide one, but still a govt issued ID

Now, to be fair, the OP did flag the aff mngr, and the rep only today.
The rep was last in a week ago and may well be unaware of the issue. So if not sorted, or the rep isnt in in short order, and cant be resolved via chat, it's worth flagging @Casinomeister to politely thump the rep for an appearance, and if no response, take it up with a PAB