Red Dog Casino - Player’s struggling to contact casino and withdraw his winnings.

I deposited over $5100 into this establishment yesterday in increments of $400 - $800 at a time.  I now have over $7300 in my account.  When I was depositing money, this casino kept calling me at all times of the day and night (including 4am).  The so called "casino host" reached out to me multiple times for documents and "assistance".  Now that I want to make a withdrawal, I suddenly have no responses to my emails and my "host" is suddenly not available.  Also, the charges to my credit cards are coming from multiple companies in China.  I sent a request to my host via email to have my withdrawal limits raised, as per their terms and I have not been given a response.  This is my first experience with an online gaming establishment.  is this normal?  This seems rather sketchy that when I was depositing money, this place could not stop calling me and now all of a sudden it has gone silent.  

Dear VR,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do so, please could you confirm that you have completed KYC verification successfully in the past? Thank you very much in advance for your reply. I believe we will be able to help you to resolve this issue as soon as possible.

Best regards,

Petronela

I have An update for you.  I now have over $9300 sitting in my account (no new deposits other than the initial $5100 buy in).  I play baccarat and going up and down like this in baccarat is neither unusual or surprising.  (Another player told me he was down $20k! And that is also not unusual in baccarat land). Anyway, I did get contacted by 2 casino hosts about the withdrawal paperwork which I submitted over 48 hours ago at this point, but they told me they need 2 business days.   So, I am just waiting at this point.  The casino hosts are very nice to me, btw   

My credit cards still show charges from various companies in China, but I am assuming that this is normal?  I use the word "assume" cause I am new to online gaming.  

I do love the live dealer online gameplay btw.  Very addictive and very entertaining to play.  I now know why so many like playing games online. 

In any case I don't want to sound like an alarmist and I also want to be fair with this casino because I am new to online gaming and so far the gaming experience has been quite good.  I just wanted to make sure everything else is on the up and up.  If it is, I pretty sure I will continue playing online and this casino will definitely get my business.  I appreciate your help with all of this and I am keeping a positive attitude because I really want everything to be just fine because it is such a relief to not have to walk into a smokey brick and mortar casino! 

If anyone wants my unbiased review about everything at Red Dog once this is resolved just let me know.  

Thanks

Thank you very much VR for your update. It sounds very promising. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person, so it might take a few days to get your account fully verified and approve your withdrawal. Meanwhile, I will be waiting for your update patiently and wish you best of luck. 

Dear VR,

Thank you once again for your update. There is a big difference between land based and online casino when it comes to withdrawing your funds. I know in land based casino you proceed to the cage and they pay you your winnings. I have been working in land based casinos for 12 years 😊 Unfortunately, with online casinos it’s a bit more difficult. 

It is a common procedure for online 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 or we need to intervene. Looking forward to hearing from you.

Petronela,

Is it your opinion that I should give the casino additional open ended time to review my documents?  Because I already submitted the documents last Saturday and I was told that the casino would respond within 48 business hours.  We are now at well over 72 business hours.  So, this is normal?  Thank you again and I am missing the "casino cage" where you can just cash out.  So much simpler.  But I do love the online experience.  Just not the pay out experience.  hahaha.  Thanks

Dear VR,

Thank you very much for your quick reply. I contacted the casino regarding your verification. Hopefully, we will receive a response soon and sort this case to your satisfaction.

Red Dog Casino, thank you in advance for your assistance. 

Petronela,

Guess what?  My verification docs are approved!  

Thank you so much!  You are awesome!  And so is Red Dog!  Iam so impressed   I am going to start the withdrawal process now.  

I cannot thank you enough.  

Dear VR,

Hope you are doing great!
We’ve been in touch with the Billing team in regards to the recent query.
They have confirmed that the KYC validation of the account has been successfully finalized yesterday.
The Billing Team has informed us that you have recently submitted the payout request and it is going to be checked and approved within the respective time frames.
Please kindly let us know should you need any further assistance on our end.

Have a lovely day ahead!

Regards,
Red Dog Casino Team

Thank you very much Red Dog Casino for your assistance.

Dear VR, I’m happy to hear good news. If there is anything else I could do for you, please do not hesitate to contact me. Would you like to keep this complaint opened until you will receive your winnings? I think, that would be the best. Please let me know.

Thank you Red Dog Casino and Petronela.  I appreciate the fast response and I also appreciate the education for how online gaming payouts work.  

...And to answer your question, we can go with your suggestion and leave it open and just leave the status as "work in progress" or something like that.  I appreciate all of your kindness and help.  

"Work in progress" it is :) 

I will be waiting for your update patiently VR. Thank you very much in advance and best of luck.

Red Dog Casino, please could you advise? Is Bitcoin withdrawal available? Thank you in advance.

Dear VR,

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. I will be here waiting for your confrmation.

Dear VR,
 
Hope you are doing great! 
We have been informed by our Billing Team that today they have approved and sent another withdrawal request of yours. Please be informed they have processed the maximum amount that could have been sent to the cards used within the Casino.
Please take into consideration that they were forced to send the winnings through Card since while validating your account you have not provided the Bitcoin wallet and above-mentioned payment option (Bitcoin) has not been verified in the system (no transactions made through BTC), therefore the current payout has been sent to card.
We kindly ask you to update the Billing Team with the correspondent details requested so that they could proceed with the further payments through Bitcoin.

Should you have any questions, feel free to contact us.

Regards,
Red Dog Casino Team

Hello Reddog Casino and Petronela,

I am in receipt of correspondence from Red Dog and so far Red Dog has been right on time with their processing and correspondence as per their website's detailed notes about payout methods and timelines.  I just submitted the form for my bitcoin wallet as per their instructions this morning.  

As I told Petronela, this is my very first online casino experience.  I've only occasionally played at land based casinos in the past and therefore I am very green in my knowledge of everything related to online casinos.  

Also, I would like to point out a very interesting thing that I discovered:  Once Red Dog Casino approved my very first pay out of $2500 to my credit card, their email said it may take UP TO 10 business days to show up on my credit card.  However, I just checked this morning and it appears that the very first $2500 has already been credited to my credit card (well ahead of the timeline in their approval email).  So, that means Red Dog Casino is processing payments in an efficient manner and according to the terms they specified on their website.  

So far, everything that Red Dog said on their website has turned out to be accurate (up to this  point).  

...With all of the above being said, the only "WISH" I had -- and it is a wish at this point since Red Dog is doing exactly what they said they would do -- is if I could somehow get approved for a VIP status so that I can both deposit and withdraw larger amounts.  I would also like to bet higher amounts (higher limit tables), but again, that is just a personal wish.  I'm not sure if it will be possible in the future, but I would love to be considered for higher deposit/withdrawal/betting limits.  The land based casinos I recall visiting in the past all had higher table limits of up to $5000 and $10,000 for normal players (and I believe their VIP guests get much, much higher limits).  Again, this is just a "wish" and it is NOT a complaint of any kind.  

...But thanks again Petronela and Red Dog Casino for all of your help in keeping me informed of the process and in following up with me at every stage.  I really, really appreciate the service from Casino Guru and Red Dog Casino and once the entire process is over, I will gladly write a review (on this website) highlighting the experience i have had so far with Red Dog Casino.  As a newbie, I think I can offer a lot of insight to other "newbies" about what to expect going from a land based casino to an online casino.  Plus, Red Dog has one of my favorite games (it's a pure chance/pure luck game, but it's so much fun).  That could be a separate review all unto itself!      

Any way, thanks again for everything.  I am very appreciative.  Keep up the good work.  

Dear VR,

Thank you very much for your kind words. I’m very happy that you have receieved your first part of winnings, and well ahead of time too. Do you feel confident now to close the complaint as resolved, or do you wish to keep it opened until you will receive your next payment?

Hi Petronela,

Yes, this case is now closed.  Thank you again! 

Thank you very much VR for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks both sides for cooperation and VR, please, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.