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My last 3 withdrawals they postponed claiming to need to reconfirm address.

This withdrawal they sent 1000 less than requested. The communication is awful, noone answers the phone, chat never offers solutions, emails take days to respond and the hosts, as pleasant as they are do not respond until after the problem is resolved. I play over 1000 a week and this is how I am treated. I have to find a new casino bc I feel foolish continuing with them.

Dear Phil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it is a common procedure for casinos to audit players’ accounts. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise how was the additional verification justified? Has any of your sensitive information or depositing method changed recently? Lastly, how long ago your account was verified previously, and have you accumulated your winnings with or without an active bonus?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Phil,

Thank you for your feedback.

I’ve been in touch with a concerned representative regarding the matter and was informed that the Payout requests from your side have been completed while using different BTC wallet addresses for each request. As I understand, you have a dynamic BTC wallet which changes with every transaction. As it is crucial for us to make sure the provided wallet is the right one to use, the Casino representatives are obliged to confirm the wallet each time before the approval, to make sure that the funds can be received with no issues. In case you would like to receive your winnings to a different BTC wallet each time, please confirm it with the Billing team to avoid any additional confirmations. We’ll do our best to be in touch so any changes come through the fastest possible.

Moreover, I’ve been informed that the rest of your winnings has been approved for Payout, so you will receive it within 24 hours as max time frame. 

Should you have any questions please let us know.

Regards,

Red Dog Casino Team

Thank you so much, Red Dog Casino team, for your assistance and clarification.

Dear Phil,

Please keep me informed regarding any developments. Looking forward to hearing from you.

Dear Phil,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.