The player from Chile has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Redbet Casino - Withdrawal of player's winnings has been delayed.
Amount: $300
Redbet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello. I made a withdrawal from this casino on September 19, they blocked my account when I requested the withdrawal but once I sent everything they activated it and allowed me to make the withdrawal, confirming that my account was 100% validated.
I made the withdrawal to my credit card which never reached the site, after a week I contacted redbet again to see what was happening and they told me that my account was not validated and they returned the 300 usd that I had withdrawn to the account of redbet. So I sent again all the documentation that I had already sent in the beginning, the problem is that now they started asking me for other documentation such as my bank account statement (I never made a deposit from my account) or my skrill profile (I never deposit with skrill), I sent everything anyway. After this, when they no longer had anything new to ask me, they began to tell me that the IBAN code should appear on the account statement of my credit card, which obviously was not there because this code does not appear in any account statement in my country. Therefore, since I do not have a document with this code, I cannot withdraw my money, after verifying my account dozens of times and wasting hours talking to support.
The only thing I ask is that you give me my 300 usd, hopefully by skrill since I can't wait any longer. Thank you
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2 years ago
Dear ClessCL,
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
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2 years ago
Translation
The problem is that I can't withdraw my money now because they don't want to verify my account, I already sent all my documents but they are asking for the Iban code to appear on my card statement, which is impossible since my bank statement does not contain this number, everything else yes. So I can't withdraw.
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2 years ago
Thank you for your reply, ClessCL. Do I understand correctly that verifying your bank statement seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, you can post it here.
Thank you in advance.
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2 years ago
Translation
Thank you very much for the help, yesterday after 2 weeks waiting for the payment they allowed me to add skrill as a payment method and they let me withdraw my money. So now the problem is solved.
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2 years ago
ClessCL, have you already received your winnings? If not, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
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2 years ago
Translation
If I received them, close, thank you very much for the help.
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2 years ago
Awesome news, ClessCL. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.
