Red Bet

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21 October 2016
Trevrizent

Citizen
West Midlands, UK

I would certainly chase them for this money, as their tactics seem to me to be a deliberate attempt to dissuade you from doing so and I don't see why they should be allowed to get away with that. Ask your bank for a replacement card and ask the bank to send you a letter confirming that you requested a new card because your previous card was damaged and that card has now been cancelled.

It's a nuisance that you will have to go to all this trouble for the sake of 92 Euros, but you should never allow a bookmaker's stalling tactics to prevent you from claiming what is rightfully yours. If, after you've done all this, they still won't allow you to access your account or withdraw your winnings, then tell them you will make a formal complaint against them to their regulator.

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21 October 2016
hol270292

Player

The silly thing is, i didnt even request a withdrawal and probably would have end up playing with that balance anyway.92 Euro's is hardly life changing, its not purely principle as if they are doing this to be for 92 Euros, i can only imagine how hard it is for other players who actually win a lot! I find it extremely petty they are going through all of this for the sake of it. I will speak to the bank again today and see what i can do.

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21 October 2016
quincunx

Citizen
Edgware,Middlesex,UK

Wouldn't a letter from the bank stating that you owned the card be proof that you owned it ?

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22 October 2016
BMR_Brad

Citizen

Player

Moderator

Are you sure the number would change if you ordered a new card?

It may just be the expiry date and CVC that changes.

Just order the card and send the scan they want I think. people get new cards all the time and do not have such problems.

Not sure why you are assuming a replacement card would not be acceptable really.

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25 October 2016
hol270292

Player

I have decided i must be a contestant on some sort of radio game show where they see how much they can wind their customers up.
To summarise,

They have said they wont accept a replacement card.

Ok so on friday (22nd October) After another hour long chat message with them, they advised me to go the bank again and ask for a statement which clearly shows my card number on it. I eventually managed to do this and sent it to them that night.
I then chased them up all weekend, they eventually got back to me on Monday night, saying they have received my document, and it is verified, they now just need a picture of my passport (already sent 5 times) and (get this) a PICTURE OF MY BANK CARD FRONT AND BACK!!!!!) I mean this is hilarious. I am now on livechat again with them now, and its as if they don't have any recollection of the previous 50 emails and 5 chat transcripts i have had with them. They are now back to square one saying they need my card!! I want to make a formal complaint now as they are absolutely taking the mick. It's no longer about the money.

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25 October 2016
Trevrizent

Citizen
West Midlands, UK

I would start by making a complaint via BMR. You can do this at https://www.bookmakersreview.com/player-complaints

Obviously there is no guarantee that RedBet will co-operate, but BMR will do all it can to resolve this for you. If that fails, then your next option is to lodge a formal complaint with their regulator. If you are a UK-based customer, this is the UK Gambling Commission, otherwise it is the Malta Gaming Authority. Before you contact their regulator, however, I would email them and tell them that you would prefer the matter to be resolved without involving their regulator, but that you will not hesitate to make a formal complaint against them to their regulator if they continue to stall.

For future reference I would make sure that you always deposit with a card which exists in a physical form, as many bookmakers, even thoroughly reputable ones, will often ask for a photograph of your card (with some details obscured of course) before fully verifying your account and allowing you to make a first withdrawal.

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