Updates from redbet!

[Mr Green representative]

Hi everyone,

My name is Emil and I'm going to be taking over as representative for redbet.

I started off my journey at 2015 when I joined the Customer Support team for redbet.
Since then I've worked my way up and became the Support Manager and after that I joined the Affiliate Department, where I'm working presently.

Since I've worked within the CS department I have a wide knowledge of the old and the new times off redbet and it's core.

A little about myself:

- Born and raised in Sweden (Fortunately in this present time it's easy to leave it behind!)
- Got a long experience with iGaming, not only from the operators point of view but also as a player.
- I've been working most of my grown up life within positions that are improving the customer journey.
- Eager to learn and also eager to assist!

Should there be any questions or thoughts, do not hesitate to put them to light.
I am here for you guys just as you are here for us!

Looking forward to e-meeting you all.

Best regards,
Emil

 

[sapit222]

Welcome to CM Emil!

 

[Mr Green representative]

Thank you very mucho!

Pleasure e-meet all of you.

 

[Jono777]

Hi and a warm welcome to CM

Couple of questions please, not played at Redbet in a while but no reason other than confusion over current terms.

Recently started getting bonus (deposit match) offers, usually a Friday, with regards to these bonuses

1) Can Dead or Alive video slot be played whilst this bonus is active (previously told, ok for reloads but NOT if it is first deposit / SUB)

2) How does bonus structure work nowadays at Redbet for us in the UK after UKGC recently ruled cash balance cannot be 'locked in'

cheers

Jon

 

[pinnit2014]

Not meaning to steal the rep's thunder but i think Jono:

-No use of DOA with any bonus money - SUB or otherwise. It doesn't appear in your balance - like Betat - when you go into a restricted game so you actually can't play it. I've played it with real cash, got lucky and made a withdrawal no problem so don't think any issues there: what's active? When in the bonus money or when you have the bonus money available

-Their bonus structure has been Bonus and Cash separate for while now i think.

I like Redbet but:

- Not a great loyalty scheme per se but you go get regular 50% etc offers and deposit - free spins offers
- Pretty sure withdrawals used to be faster - within hours - now it's more like 24
-Problem with the free spins offers is that if you win and cash out, you lose them. Compare that with Leovegas where you can deposit, play, withdraw and still have the spins. Appreciate that they probably don't want depositing, wagering x1 deposit, withdraw and then spins but still

 

[Mr Green representative]

Good morning Jono777!

First of all I would like to thank pinnit2014 for jumping in an clearing out most parts of your questions!

To make sure nothing is left out I will also answer your questions accordingly.

1) As you stated there was a time where Dead or Alive was only excluded from the Welcome offer/First deposit offer.

As of the last update in the bonus terms Dead or Alive is not allowed/able to wager bonus funds in anymore:
"
9. Player is not allowed to use bonus funds to wager on any of the excluded games. The list of excluded games includes, but is not limited to, the following games; Table Games, Jackpot Games, Live Casino, All American, All American Double Up, Casino Hold’em, Deuces Wild Double Up, Deuces Wild, Jacks or Better, Jacks or Better Double Up, Jacks or Better, Joker Wild, Joker Wild Double Up, Oasis Poker Professional, Oasis Poker Professional High, Oasis Poker Professional Low, TXS Hold’em Professional Series, TXS Hold’em Professional Series High, TXS Hold’em Professional Series Low, Jackpot 6000, The Wish Master, Blood Suckers, 1429 Uncharted Seas, Dead or Alive, Kings of Chicago, Devil’s Delight, Scrooge, Robin Hood: Shifting Riches, Tower Quest, Pearls of India, Eye of the Kraken, Castle Builder or Castle Builder 2.

Such behaviour will be deemed as a breach of these bonus terms and the bonus and any related winnings will be forfeited."

2) Redbet (and any of the other Evoke brands) all have non-sticky bonuses.

If you deposit 20€ and receive a 20€ deposit match the balances are separated and your real money will be used first.
Any winnings while playing with the real money can be withdrawn, the only wagering requirement on these funds are the x1 wager of the deposited amount.

Once a withdrawal is made of real funds while a bonus is active the withdrawal will forfeit any bonus funds active on the account at the time.


Please don't hesitate to let all your thoughts and questions out!
I am here for you guys just as you are here for us.

Best regards,
Emil

 

[LadyJelena]

Welcome Emil

Great to hear from you here!
Hope you'll soon become our regular poster

 

[sapit222]

I didnt want to start a new thread about this.
Just got so annoyed with them.

I requested the new welcome bonus 2 days ago at Redbet, but still havent received it.

Its not automatic even i used the bonuscode.
I have talked with chat support, email support and also the rep @Mr Green-Redbet_Rep , but no help sadly.
They just tell me to wait...

Now i dont want to wait any longer so i requested a withdrawal.
I talked with chat about that also and they want me to playthrough my money 1 time before i make a withdrawal eventhough i didnt get the bonus.

Of course i will not do that.

Seems like they want to keep my money... :machinegunner:

 

[Tirilej]

I guess most every Swedish gambler is now going over all offers there is, and I haven't even started yet
Why can't you wait a little? You're not broke so it won't hurt you, or is it rude of me to suggest that

 

[SpinUk]

I guess most every Swedish gambler is now going over all offers there is, and I haven't even started yet
Why can't you wait a little? You're not broke so it won't hurt you, or is it rude of me to suggest that

Isn't two days quite a long wait for a bonus to be added? Staffing/activity levels isnt his problem

 

[Louforbes85]

Isn't two days quite a long wait for a bonus to be added? Staffing/activity levels isnt his problem

I agree, if it took a company more than a couple of hours never mind days to add a bonus I definitely wouldn't want to play there! This sort of thing should be automatic unless were back to gambling in the 90s!

 

[Tirilej]

Isn't two days quite a long wait for a bonus to be added? Staffing/activity levels isnt his problem

It is and I would never wait that long. But then I also know that there are a lot of other offers he could use while waiting for it to get solved so that is why I asked the question.
It's not much he can do if they refuse to help, but i doubt he will go back.

 

[sapit222]

Does Redbet have new owners or something?

I think they used to be good before, but now they are just ridiculously bad!
(some of the chat support was friendly though )

Still no bonus and still no reply about the bonus..

Of course i got an email quickly when i made a withdrawal though... some1 was concerned and wanted to know why i havent played (away?) my money.

Now ive asked them to flush my withdrawal and close my account.
Think ill close my account at Mr Green also couse they have the same support sadly.

 

[sapit222]

I guess most every Swedish gambler is now going over all offers there is, and I haven't even started yet
Why can't you wait a little? You're not broke so it won't hurt you, or is it rude of me to suggest that

I wanted to play 2 days ago...
Not as much in the mode for it since then..

 

[Tirilej]

I wanted to play 2 days ago...
Not as much in the mode for it since then..

They got bad already a couple of years ago when they first was sold to Bonniers. Then bought by MrGreen and got even worse.
They are suppose to be reliable but I have no clue why they are treating anyone so bad as with you now.
The rep was in here also earlier and since he was tagged i'm sure he read it. Really bad!

 

[sapit222]

They got bad already a couple of years ago when they first was sold to Bonniers. Then bought by MrGreen and got even worse.
They are suppose to be reliable but I have no clue why they are treating anyone so bad as with you now.
The rep was in here also earlier and since he was tagged i'm sure he read it. Really bad!

That doesnt sound so good.

Got an email from them asking for a review at Trustpilot.

They will get an honest1, just what i think about them atm.

:machinegunner:

 

[Tirilej]

Now how stupid are they?

 

[sapit222]

Now how stupid are they?

Well, they got a nice and shining (1) star from me.

 

[sapit222]

So the problem continues..

Got the same automatic email again from Redbet that they want me to play with my money before any withdrawal can be made...
But nothing about the missing bonus.

Its been 3 days now and they quietly refuse to give me the bonus (although i dont want it anymore and ive even told them to close my account) they just want me to spend my money at their broken casino.

I closed my account at Mr Green yesterday and got a friendly email back asking why i wanted to close it, but that they would do that of course.

I made a new withdrawal today (again) and also sent a new email telling them to process it quickly and also close my account (again).

I wonder how many players Redbet have fooled with the pretended new welcome bonus offer and then they dont get it, or it just takes forever for them to add the bonus so many players play with their own money (and lose?) and dont get the bonus couse of that?

 

[Tirilej]

So the problem continues..

Got the same automatic email again from Redbet that they want me to play with my money before any withdrawal can be made...
But nothing about the missing bonus.

Its been 3 days now and they quietly refuse to give me the bonus (although i dont want it anymore and ive even told them to close my account) they just want me to spend my money at their broken casino.

I closed my account at Mr Green yesterday and got a friendly email back asking why i wanted to close it, but that they would do that of course.

I made a new withdrawal today (again) and also sent a new email telling them to process it quickly and also close my account (again).

I wonder how many players Redbet have fooled with the pretended new welcome bonus offer and then they dont get it, or it just takes forever for them to add the bonus so many players play with their own money (and lose?) and dont get the bonus couse of that?

Honestly I think a lot of casinos who got a Swedish license suddenly are having a huge amount of new customers. Those that are just bonus hunting and new normal customers.
Even if you are one of the normal ones I guess they don't know that.
I'm just explaining what I'm thinking here!

I talked to a Swedish guy in pm's the other day and he had gone over every single casino that offered a sports bonus already after one week. Then you might understand what they are facing.
Also those that try to break some rules.

I do understand the frustration but it might feel better if you think like me.

Edit: @Mr Green-Redbet_Rep I think it's time you respond here. I didn't even see that it was your own thread.

 

[Mr Wild]

Under the Swedish licence its illegal for a casino to require you to play with your money before withdrawing it. Also if you close your account the casino have maximum 5 days to payout your funds.
Tell them you will report them otherwise.

 

[sapit222]

Honestly I think a lot of casinos who got a Swedish license suddenly are having a huge amount of new customers. Those that are just bonus hunting and new normal customers.
Even if you are one of the normal ones I guess they don't know that.
I'm just explaining what I'm thinking here!

I talked to a Swedish guy in pm's the other day and he had gone over every single casino that offered a sports bonus already after one week. Then you might understand what they are facing.
Also those that try to break some rules.

I do understand the frustration but it might feel better if you think like me.

Edit: @Mr Green-Redbet_Rep I think it's time you respond here. I didn't even see that it was your own thread.

Then they should have told me that it will take 1 day, 2 days, 1 week etc to get the bonus.
Ive talked with them on chat and email several times, but all they say is wait..

Even the rep in here told me to wait and it will be fixed soon.
Soon is max a few hours, not days.

Im sure there are many who have just played away their money couse Redbet is so slow and then of course dont get the bonus anyway.

So its a win win for Redbet = They get more customers, more money and dont even give away anything.

I didnt have any problems to get the new welcome bonus after new year at lots of other casinos.

 

[sapit222]

Under the Swedish licence its illegal for a casino to require you to play with your money before withdrawing it. Also if you close your account the casino have maximum 5 days to payout your funds.
Tell them you will report them otherwise.

I didnt know that.

Thanks for the info.

 

[sapit222]

Now my account at Redbet is blocked and i still havent recieved my money and no email either..

:machinegunner: :axeman2:

 

[SpinUk]

And they are accredited. And the rep has seen this thread and not responded. Makes a mockery of their prescence and endorsement here.

 

[sapit222]

And they are accredited. And the rep has seen this thread and not responded. Makes a mockery of their prescence and endorsement here.

I sent several PMs to the rep in here, but only got 1 short reply (2 days ago):

Good Afternoon,
Thanks for reaching out.
Please give it a bit more time, Im sure you will hear back from them very soon
Thank you

So not so much help there, or rather none at all sadly.

I dont think they care about being accredited anymore.

 

[colinsunderland]

The rep doesn't seem very interested does he. Maybe @Casinomeister could remind him he should be responding to customers

 

[Tirilej]

He is Swedish! Try to see if he can say a few more words in his own language. It's worth a try.

 

[sapit222]

He is Swedish! Try to see if he can say a few more words in his own language. It's worth a try.

It was some1 named Jelena that replied to me with the reps account.
New rep maybe?

Now i got a reply from support concerning my withdrawal and emails i guess.

Telling me that if i want my money without playthrough they have to permanently close my account and i will never (ever) be allowed to play at their casino (s?) again.
So basicly a threat i guess?

I just told them to close it permanently then, couse their support s*** (in nicer words of course). :axeman2: :machinegunner:

 

[SpinUk]

It was some1 named Jelena that replied to me with the reps account.
New rep maybe?

Now i got a reply from support concerning my withdrawal and emails i guess.

Telling me that if i want my money without playthrough they have to permanently close my account and i will never (ever) be allowed to play at their casino (s?) again.
So basicly a threat i guess?

I just told them to close it permanently then, couse their support s*** (in nicer words of course). :axeman2: :machinegunner:

Why nicer words? Youve had awful service and rather than sort it out they have thrown it back in your face?

 

[sapit222]

Why nicer words? Youve had awful service and rather than sort it out they have thrown it back in your face?

Im a nice guy.

But there where a few times i just wanted to "explode" with lots of bad language.

 

[EkJR]

Mr Green are a good and fair company. Wish some others could be the same!

 

[SpinUk]

Were or are

 

[EkJR]

Were or are

Previous experience with them was pretty good it has to be said. Had zero recent dealings with them so who knows if it's changed.

 

[sapit222]

Got my money back atleast.

Sad to see a good/ok casino turn bad.

Hope that other players are more careful.

 

[Mr Green representative]

Good afternoon all,

Thank you for all the feedback and comments. We are always happy to hear different opinions and be as transparent as possible, that is the reason why we asked to leave a feedback in Trustpilot despite the negative experience you had, and definitely not because we are being stupid

I totally understand that it might be very annoying when something takes more time then expected, and it was the situation with your welcome offer. However please bear in mind that new Swedish regulation ,changes a lot of processes within casino regulation and some processes might get wrong. I am sure this is not the case only for Redbet and Mr Green, however shame it felt so bad that you have decided to close your account with us.

The initial post was opened by Emil, who is not working with us almost for half a year.

Wishing you a great day

 

[Chipkin9]

Good afternoon all,

Thank you for all the feedback and comments. We are always happy to hear different opinions and be as transparent as possible, that is the reason why we asked to leave a feedback in Trustpilot despite the negative experience you had, and definitely not because we are being stupid

I totally understand that it might be very annoying when something takes more time then expected, and it was the situation with your welcome offer. However please bear in mind that new Swedish regulation ,changes a lot of processes within casino regulation and some processes might get wrong. I am sure this is not the case only for Redbet and Mr Green, however shame it felt so bad that you have decided to close your account with us.

The initial post was opened by Emil, who is not working with us almost for half a year.

Wishing you a great day

Perhaps you can address me in a PM I sent you?

I'd appreciate it please.

It's just a small matter of me depositing £30 to Mr Green on Friday and the money not being credited to my account, yet the money was taken from Skrill.

I've been told by Skrill that the transaction has been accepted and was succesful and lays in Mr Greens bank account , yet I am being told by Mr Green that it was unsuccessful on thier end and will return back to Skrill.

Yet Skrill provided me with a Merchant ID which proves, yes you did receive this money and they don't expect anything to "Bounce Back" as nothing has been cancelled.

 

[SpinUk]

Good afternoon all,

Thank you for all the feedback and comments. We are always happy to hear different opinions and be as transparent as possible, that is the reason why we asked to leave a feedback in Trustpilot despite the negative experience you had, and definitely not because we are being stupid

I totally understand that it might be very annoying when something takes more time then expected, and it was the situation with your welcome offer. However please bear in mind that new Swedish regulation ,changes a lot of processes within casino regulation and some processes might get wrong. I am sure this is not the case only for Redbet and Mr Green, however shame it felt so bad that you have decided to close your account with us.

The initial post was opened by Emil, who is not working with us almost for half a year.

Wishing you a great day

The OP on this issue didnt close the account by choice, rather was forced to because they (rightly) refused to play through their deposit as you hadnt added the bonus:

“Telling me that if i want my money without playthrough they have to permanently close my account and i will never (ever) be allowed to play at their casino (s?) again.”

I think we have to question how valuable accreditation here is for Redbet and how valuable your customers are to you if it take 5 days for you to respond to a thread which you were aware of from the start.

The “shame” you mention of the account being closed would have probably been avoided had you responded them with something, or offered a comp to the player for their trouble, or even been able to put the situation right. But you didn't do anything. Remarkably, players tend to close accounts when that happens.

 

[sapit222]

Wow!

I was really suprised to see that this thread showed up again in the latest forum posts.

And it was even a so called rep from Redbet/MrGreen?

Too late and too little done (nothing).

 

[Chipkin9]

Wow!

I was really suprised to see that this thread showed up again in the latest forum posts.

And it was even a so called rep from Redbet/MrGreen?

Too late and too little done (nothing).

Mr Green is the most unresponsive casino out there and do nothing to resolve customer issues in contentious circumstances.

This isn't the first time I have had a problem with Mr Green and Email support respond once a day if you are very very lucky. Either they are very understaffed or just very ignorant to thier playerbase is my experience with Mr Green.

When you do get a reply it's nothing that offers any kind of resolution, just generic bullshit like "We're sorry to hear this", "I understand your frustration", "I'll escalate the matter"; but they never do anything.

So I come here to try and have matters looked into and get the same behaviour. I made sure to PM the rep when they were online and they didn't have the decency to either look at the PM or respond. So I came here to the thread and asked if they could respond and they just flat out bailed.

How the hell is that accredited behaviour?

I can guarantee you my left testicle that they offered players freespins or a £10 no deposit bonus for positive reviews on Trustpilot as well. Betway did that to me. So Casino's do try to manipulate positive ratings, which is desperate and reprehensible in itself in my opinion.

Like they are so bloody terrible that they need to offer players some freebies to boost their shitty reputation.

 

[sapit222]

Mr Green is the most unresponsive casino out there and do nothing to resolve customer issues in contentious circumstances.

This isn't the first time I have had a problem with Mr Green and Email support respond once a day if you are very very lucky. Either they are very understaffed or just very ignorant to thier playerbase is my experience with Mr Green.

When you do get a reply it's nothing that offers any kind of resolution, just generic bullshit like "We're sorry to hear this", "I understand your frustration", "I'll escalate the matter"; but they never do anything.

So I come here to try and have matters looked into and get the same behaviour. I made sure to PM the rep when they were online and they didn't have the decency to either look at the PM or respond. So I came here to the thread and asked if they could respond and they just flat out bailed.

How the hell is that accredited behaviour?

I can guarantee you my left testicle that they offered players freespins or a £10 no deposit bonus for positive reviews on Trustpilot as well. Betway did that to me. So Casino's do try to manipulate positive ratings, which is desperate and reprehensible in itself in my opinion.

Like they are so bloody terrible that they need to offer players some freebies to boost their shitty reputation.

They offered me some free spins:


As a thank you for leaving a review with our Customer Service team, we’d like to reward you with 20 Bonus Spins on Gonzo's Quest.

How do I get my 20 Bonus Spins?
1. Simply leave us a review on Trustpilot
2. Email us a pic of your review to Redbet with a subject: TRUSTPILOT SPINS.
3. We will credit your 20 Bonus Spins on Gonzo's Quest within 72 hours.

Bonus spins have x35 wagering requirement and £0.20 spin value. Terms apply

We hope you continue to enjoy playing at Mr Green. And feel free to contact us via phone, email or live chat with any other questions.

The Customer Service Team

Offer only available to selected customers receiving this email. 35x wagering applies to Bonus Spins and expire after 7 days of crediting. Credited within 72 hours of receiving genuine picture of review in your name. General terms and conditions apply.


They got 1 from me, but didnt bother with emailing them the 1 star review (it was free).

 

[Chipkin9]

They offered me some free spins:


As a thank you for leaving a review with our Customer Service team, we’d like to reward you with 20 Bonus Spins on Gonzo's Quest.

How do I get my 20 Bonus Spins?
1. Simply leave us a review on Trustpilot
2. Email us a pic of your review to Redbet with a subject: TRUSTPILOT SPINS.
3. We will credit your 20 Bonus Spins on Gonzo's Quest within 72 hours.

Bonus spins have x35 wagering requirement and £0.20 spin value. Terms apply

We hope you continue to enjoy playing at Mr Green. And feel free to contact us via phone, email or live chat with any other questions.

The Customer Service Team

Offer only available to selected customers receiving this email. 35x wagering applies to Bonus Spins and expire after 7 days of crediting. Credited within 72 hours of receiving genuine picture of review in your name. General terms and conditions apply.


They got 1 from me, but didnt bother with emailing them the 1 star review (it was free).

Phew, I was getting worried about having to give that left testicle away

Very desperate casino for positive reviews and they target new players for these reviews. When casino's need to do this you can guarantee they are receiving alot of negative feedback from players ranging from Non payment, poor customer service (The worst online and that's from experience) and account closure of winning players with no reason.

Apparently there's a bloke there (Trustpilot) saying:

"Despite depositing tens of thousands with this company they owe me in excess of £160,000, ( One Hundred and Sixty Thousand Pounds) the moment I attempted to make a withdrawal they blocked my account and are refusing to repay my monies"

I don't know the ins and outs but it surely would not surprise me in the slightest.

 

[colinsunderland]

They offered me some free spins:


As a thank you for leaving a review with our Customer Service team, we’d like to reward you with 20 Bonus Spins on Gonzo's Quest.

How do I get my 20 Bonus Spins?
1. Simply leave us a review on Trustpilot
2. Email us a pic of your review to Redbet with a subject: TRUSTPILOT SPINS.
3. We will credit your 20 Bonus Spins on Gonzo's Quest within 72 hours.

Bonus spins have x35 wagering requirement and £0.20 spin value. Terms apply

We hope you continue to enjoy playing at Mr Green. And feel free to contact us via phone, email or live chat with any other questions.

The Customer Service Team

Offer only available to selected customers receiving this email. 35x wagering applies to Bonus Spins and expire after 7 days of crediting. Credited within 72 hours of receiving genuine picture of review in your name. General terms and conditions apply.


They got 1 from me, but didnt bother with emailing them the 1 star review (it was free).

Never had a problem with MrGreen really, but paying customers to leave reviews = dodgy.

 

[pinnit2014]

Them bonus banning Bonanza was enough for me to stop playing there regularly as we know it only gives Gold on bonus cash (MrG, not RB)