Home Complaints Red Dog Casino - Player’s struggling to complete account verification.

Amount: $7,000

Red Dog Casino - Player’s struggling to complete account verification.

8.7/10 Very Good reputation Submitted: 13 May 2020 | Case closed : 29.05.2020
Our verdict

Player stopped responding

REJECTED

Case summary

47 days ago - 29 May 2020

The player from United States is experiencing difficulties completing the account verification. All the documents have been sent, unfortunately, due to a low resolution, some of them weren’t accepted. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Petronela
Casino analyst and complaint specialist
Public

Hello,


Signed up on RedDog casino approximately 3 weeks ago. I’ve won and lost but now I’m up $7,500. I have submitted my withdrawal documents 3 times.


The first time I was denied withdrawal was my fault, I admit. I deposited with other cards and didn’t send them the pics of those cards. Oooops my bad. Thought nothing more of it. Sent the pics and didn’t get a response back for 3 days. The pictures I sent were too blurry and I needed to send higher resolution copies. Ok fine, not a problem. Sent those new higher resolution documents and now I haven’t heard anything back from them AT ALL in 7 days.


I was able to get a hold of customer support by phone earlier today and she told me that I had to send higher resolution documents/pictures per a note made by the verification department. I asked her when that note was made by the verification department and she gave the date that I sent the newer documents which obviously showed this was not updated. She then basically told me to be more patient and provided no assurance that this will be resolved.


I have become highly skeptical on this site. At the very least this is a poorly ran verification department and this needs to be rectified.

Public

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure, especially, if the documents need to pass an additional check. However, if all the data is correct, there should be no reason for the casino to delay your withdrawal. I will set the timer for 7 days. If you don’t receive a confirmation about a successful verification by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Petronela

Public

This issue has been resolved. Hopefully the payouts will be taken care of!


Thanks

Public

Hello,

Thank you very much for the update. I will set the timer for 7 days and wait for your confirmation that you received your winnings. Thank you.

Public

Hello,

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.

Public

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 a further investigation or suggest possible solutions.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.