Red Dog Casino - Player believes that their withdrawal has been delayed.

Dear Casino Guru,

I am writing to complain about my experience with Red Dog Casino, where I won $5404 (actually won $15k but this was my max cash out which I was well aware of) on 1/21 & 1/22. However, the casino is only willing to pay out my winnings in $500 increments, with the remaining balance potentially taking 11 weeks to be fully paid.

My concerns are as follows:

Unfair and unreasonable payout schedule: My winnings are being disbursed in a way that feels significantly delayed, especially considering I'm a new player with an active deposit and bonus attached. I’m also using Bitcoin, which states on the website 1-3 days for processing, however my last payout took more than a week, and after requesting for a review on my player level to increase my withdraw limit, Jenny from billing department continues to give me the same response, to refer to T&C to every email I read, and ignores my specific questions, and made me wait a full calendar week for the same $500 withdraw. My most recent withdraw was paid today for $500, so I understand if you’re unwilling to take on this case, as it hasn’t been two weeks without a payment, however this these are the reasons I believe if you did intervened it would expedite my winnings, and also improve their operations to treat players fairly, and give warnings to future players that this is what happens when you decide to play with RedDog. I also found a very similar thread / complaint a player in US had with RedDog that you resolved. The player was limited to $300 payments, Red Dog Rep came in and said they would review the withdraw limits, and quickly after the player was paid out. They don’t want people on the internet to know if they win big, they will be paid back increments, who would want to wait months to get your winnings? It seems unreasonable to me…. So I will continue on…

Lack of transparency and communication: Despite multiple attempts to contact customer support and billing regarding withdrawal limits and processing times, I received inconsistent and confusing information.

Unclear player level impact: The casino claims player level determines withdrawal processing times, but customer service contradicted this statement. I have received no clear explanation of my player level or its impact on payouts. They also state player level is based on credit score, which is not true because they don’t have my social security number. They shouldn’t be able to lie to make people believe the delay is the players fault.

Data security concerns: My verification documents were sent to a personal email address, raising concerns about data security practices.

Feeling disrespected and humiliated: The communication and handling of my situation by the casino staff have been unprofessional and disrespectful.

I have reviewed the terms and conditions and believe the casino is misrepresenting their withdrawal policies. They also claim in the T&C on large winnings, the casino has the right to divide the payouts into units, but what is considered a "large win"? If a casino is struggling to pay out to new customers, why would someone want to continue playing with them? Additionally, I am willing to provide documentation to support my claims. (Please let me know what will be helpful, I have everything documented but don’t want to send docs if this isn’t a qualified complaint.)

My desired outcome:

Full and immediate payout of my remaining winnings (excluding the 2 $500 payments already received).

Clear and transparent communication regarding player level determination and its impact on withdrawal processing.

Improved data security practices. (I’ll never play here again so this doesn’t matter much)

Respectful and professional treatment from billing department.

Thank you for your time and attention to this matter. I look forward to your response and resolution.

Sincerely,

Austin D***

Dear Goldenretrieverdad,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kristina,

Thank you for reviewing my complaint. I understand that withdrawals can sometimes take some time, but in my case, it's been over a week for a $500 payout with a remaining balance of $4400. Additionally, I've received conflicting information about player level and withdrawal processing, raising concerns about transparency.

While I'm willing to be patient, I believe the current payout schedule is unreasonable, especially considering I'm a new player with an active deposit and bonus. Would you be able to clarify what "a couple of days or even weeks" means in the context of my situation?

I'm also happy to provide screenshots of the inconsistent information I received from the casino regarding withdrawal limits and processing times. My primary concern is receiving my remaining winnings in a timely and transparent manner.

Thank you for your understanding and support.

Update on Complaint for Red Dog Casino (Previously Filed Complaint with ThePOGG)

Dear Casino Guru Team,

I am writing to update you on my complaint regarding Red Dog Casino (Complaint ID: 96540). As you may know, I initially submitted this complaint on [2/2/24] and I understand that your standard intervention timeframe is 14 days.

While waiting for your response, I also filed a complaint with ThePOGG on [2/6/24]. I understand this might seem unconventional, and I want to offer my sincere apologies if it causes any inconvenience.

Honestly, the reason I did this is because I was a bit anxious about the wait time and wanted to explore all possible avenues to resolve my issue as quickly as possible. However, I recognize the value of your independent assessment and expertise, and I remain hopeful that you can help me reach a fair resolution with Red Dog Casino.

Therefore, I kindly request that you consider my complaint with ThePOGG as additional information but proceed with your own investigation and mediation efforts as you see fit. I am confident that your team has the experience and resources to provide a thorough and objective evaluation of my situation.

Thank you for your understanding and continued assistance. I am available to provide any further information you may require.

Sincerely,

Golden Retriever Dad

Dear Goldenretrieverdad,

Have you received your withdrawal from the casino yet?

Dear Kristina,

My $1,500 withdrawal request from last Friday was again denied, with another $500 installment approved. While Jenny from Billing mentioned a review for higher limits due to my high balance, management never contacted me as promised. Instead, I received the same boilerplate email as last week about the $500 payment (attached at the end).

This 3 month-long, (My total balance was $5404) $500-at-a-time payout plan is unacceptable. Jenny's email (see attached) mentions "Customer Level" determining limits, but I haven't been given any explanation for my level or justification for the low limit.

My request(s) to intervene include:

1 Demanding a clear explanation of my "Customer Level" and criteria used. (They claim credit score as a top reason, but we all know that isn’t true) and they shouldn’t penalize a new player for deposit frequency or game play when my balance is attached to a bonus and I don’t want to mix funds or risk violating one of their T&C rules…I’ve already hit my max cash out, so playing anymore would only be playing to lose….

2 Advocate for a proper management review of my withdrawal request based on my consistent gameplay and responsible habits.

3 Seek a definitive decision on raising my withdrawal limit or provide valid reasons for keeping it low.

This lack of transparency and fair treatment is jeopardizing my enjoyment of your platform. I trust you can help resolve this swiftly and fairly.

I’ve truly done everything in my power to handle this myself, but it’s not possible. It makes me somewhat upset because I really enjoyed this casino and wanted to make it my go to..

Jenny’s email response this morning - >

"Hello Austin,

It’s our pleasure to announce on the approval of your request.

Please check more details in regards to your payout below:

Payout amount - 500 USD

Approved and will be sent to BTC provided shortly (within 24 hours)

Please take into consideration that the assortment of promotions available, maximum payout amount and payment approval times are determined by the Customer Level that depends on the range of crucial factors:

https://reddogcasino.com/en/terms/ (https://reddogcasino.com/en/terms/)

  •  Credit scores

  •  Deposit type and frequency

  •  Customer’s reputation with Red Dog Casino, as well as with other casinos

  •  Duration and outcome of gaming sessions

  •  Wager frequency

  •  Adopted payout methods

  •  The frequency of reversing payouts

  •  Membership duration

Thank you for choosing us.

Sincerely,

Jenny Reed

Billing Department"

Sincerely,

Golden Retriever Dad

Update: got an email from Jenny with BD this morning "Hello Austin,

Thank you for your request.

I would like to inform you that Customer's payout plan has been just reviewed by management, so the winnings will be paid out as soon as possible." As always vague as possible, not clarifying what exactly she means by this or a time stamp on when it’ll be paid or the amount….. I’ve emailed back to ask for any details. Will update you on this one. I’m praying this means they will give me the remaining balance, but I could totally see them just giving me the run around.

Alright, so let's give it a few more days. I will keep this complaint open and if there is no development within a week, please let us know and we will intervene. Hopefully, you will receive your winnings soon.

Email from Jenny this morning "Hello Austin,

It’s our pleasure to announce on the approval of your request.

Please check more details in regards to your payout below:

Payout amount - 2,500 USD

Approved and will be sent to BTC provided shortly (within 24 hours)

Thank you for choosing Red Dog!"

just waiting to see if it’s sent.. they also followed up with another email telling me to request the rest but you can only request $2500 a day, therefore I cannot.

so far, it’s looking promising that my issue was resolved internally, however, I want to note for everyone seeing this, I’ve put probably 5 hours a week into making sure I got to management for a review, which is the only reason I got my $500 installments moved up. Learn from each others mistakes, read fine print on t&c’s and make your own judgement if you can live with them.

ps.. as promised in beginning I will update even if I retrieve the money in full.

I appreciate all the help leading up into this point.

This complaint can now be closed. I ended up bothering them enough to finally get an approval from my full balance. It was not ideal, nor recommended experience.. however, I got the money. Thank you casino guru.

Dear Goldenretrieverdad,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru