Red Dog Casino - Player cannot withdraw her winnings.

I am having difficulty obtaining my winnings from this casino. I sent them the documents but they keep asking me for more. They also want an "original" signature which is impossible to do from a computer?? When I emailed them to ask about my winnings, they did not respond until I complained. The person I spoke to on live chat couldn't help me and left me on hold for 30 minutes. I feel they are stalling and making it impossible for me to receive my winnings by asking for something new each time I email them. They are not accepting my passport which was stated as an acceptable document. Is there anyone/anywhere I can contact if you are inable to help me. I spent over 800.00 at this casino.

Dear Priscilla,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Every casino is unique and requires different documents from the player. 

Before we contact the casino, we would like to know if you sent all the required documents (except the signature) to the casino. Also, was this your first withdrawal request?

We will try our best and I hope we will be able to help you. Thank you very much in advance for your reply.

Best regards,

Kristina

I sent all the documents, yes. They keep asking for an "original signature". The one I used to sign the documents IS my original signature from my computer that other places of business have no problem in accepting. They are also asking for a document I never heard of as well as another copy of a credit card because they cant read "something in the corner". This credit card is light grey and the best copy is what I sent. The numbers are white. Why do they need a copy of each card I used to play and not just the one I used when I won. I have looked into who owns this casino in Curacao and has the same email that Red Dog does and a telephone number. The number does not work so I emailed them but never got a response. When someone calked me back after an email I sent, the number was from Florida. They also told me payouts were being delayed because of the corona virus. I asked one representative what this item they were asking for from my bank was and she answered "you should know". I emailed them and asked them if they could email me just a simple email stating specifically what they needed in short and they never replied. Thank you.

business

Thank you very much Priscilla for providing more information regarding your case. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

"actual handwritten signature"????

Dear Priscilla A Sprague,

We have received your message and will get back to you as soon as possible.

Kind regards,

Curaçao Gaming Control Board

Sorry for the duplicates!

Hello Priscilla,

Do I understand you correctly? Have you filed complaint with Curaçao gambling authority?

No. I can't reach them. TY.

May I ask what is going on with my case? It seems to be taking a long time. As I told you Red Dog wants an "original" signature which is impossible to do and won't accept an e-signature that is legally binding. Please don't leave me hanging. How long does it take to examine a case???

US not accepted?

Dear Priscilla,

Their is a list of restricted countries from casino's T&Cs:

The Casino does not accept real money wagers from the residents of Afghanistan, Azerbaijan, Belarus, Costa Rica, Curacao, Estonia, Hungary, India, Iran, Iraq, Israel, Latvia, Lithuania, Macedonia, Malaysia, Netherlands, Netherlands Antilles, Pakistan, Poland, Romania, Russia, Turkey and Ukraine.

We will now try to get in touch with the casino. Once they answer, we will immediately let you know.

Thank you. What a bout the list I sent you from The POGG showing Red Dog doesn't accept players from the US? Is it old? Just found the list on the internet.

Hi Priscilla,

Hope you are having a wonderful day! 

We have looked into the matter with the Casino representative and they have informed us that they are currently in touch with you in regards to the validation of your account. We got the confirmation that the 2 validation documents are still missing.

We kindly ask you to update us whether all the info was sent from the registered email. Also we kindly ask you to look into the size of the files sent, part of them might not be delivered due to size override.

Please kindly keep us posted in case if you need further assistance on this matter.

Regards,

Red Dog Casino Team

Hi

I received an email from Trevor from the billing department who asked for 2 documents that were different from previous requests. I sent them and asked if he would let me know when he got them. No response. A couple of days later I got an email (not from Trevor) asking for the same documents. I sent them again! I also asked if they would send me an email when they got them. No response! These games they are playing are exacerbating my anxiety and depression. Thank you for your kind help!!

It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful. 

I sent a response to you yesterday! I sent the documents they wanted twice! Did you not read my response?

Thank you

Dear Priscilla,

We currently have 6 complaints directly about this casino and all of them are resolved. I do understand you, your situation is unpleasant as you are waiting already too long. I can only suggest to give the casino some time and wait for their response.

Hi

I received an email from Taylor in the billing department today saying I van withdraw my winnings. I went online and filled out the document. We will see what happens! Thank you soooo very much! Stay well.

Hello Priscilla,

Please, update us when funds are received. Thank you in advance.

I requsted a bank transfer on the 19th of May. It stateson the site it takes 5 days. So I should get it on May 23rd or 24th. On the website it says "requested". Thank you. You people are awesome. I still have a bad feeling they will stall somehow. I hope not!

Still haven't received my winnings. The games they are playing are ridiculous. No human should be treated this way.

 I would like to invite Red Dog Casino into this conversation. Can you explain what is the main problem in this situation, please? 

It has been ongoing. They will not pay me my winnings. They have asked for documents they had received, asked for an "original" signature?? and on an on just stalling. At the site my winnings are showing as requested. I did this on May 19th. Spoke with 3 different people in the billing department that said they had all the need to send my winnings to my bank. CONTINUED

Hi:

When I go to Red Dog Casino's website, my withdrawal request is gone. There is a tab that says review payout requests. When I hit it, no past request comes up on my account. I do have a pic though. I called the number in Florida??? They are out of Curacao and the rep told me it was sent out today but then said I had to be patient and wait up to 5 days. Well it is direct deposit as they have my acct. and routing # they asked for and I would assume it would be an immediate transfer?

Dear Priscilla,

Hope you are doing well.

We have contacted Red Dog Billing Team in regards to your request and they have confirmed that your payment was sent in full on May 25. Please allow some time for the funds to reach your account.

Regards,

Red Dog Casino Team

Hello Priscilla,

Is there any new information regarding your complaint? Thank you in advance for your reply.

Dear Priscilla,

Have you received your winnings?

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

I have. Thank you very much for everything. I couldn't have done it without you!!

Dear Priscilla,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli