Redbet Casino | HeyCasino | Whitebet | WinningRoom Casino Support and Complaints Thread

Hello Guys & Girls,

Melcb has asked me to pop in here and say hi to you all, so hi! :-)

I will be the point of contact for Redbet Casino and I would love to hear from as many of you as possible. Tell me good things, tell me if we make any mistakes but most importantly I want to hear your idea's and suggestions for what we can do better and the promotions you want.

I promise to be good and to stay in touch, and the current promotion that is about to end will be replaced with regular shiny new ones!

Keith x :-)

Updated 11 May: WinningRoom was added to the LCB lists.

Hi there Keith

Welcome to LCB, the best casino forum around!

Welcome to the forum Keith and thanks for being here for us all.

blue

Hi all,

I have been in the forum for some time already but I have not been that active, though. It will certainly change. My name is Marcin and I would like to inform you that from now on I will be your contact person at Redbet Group, which consists of Redbet, Whitebet and HeyCasino.

I am very passionate about helping others and I will do my best to provide assistance with all queries you may have regarding our brands. I will also try to surprise you with some interesting, exclusive promos once in a while. I'm open to any suggestions about our bonus offer or our services in general. Post here and I will regularly respond to any questions.

/Marcin

Welcome Marcin!

welcome aboard

solid group IMO; friendly, super quick WDs

Hi,

Thank you all for a very warm welcome. I am truly honored to be a part of this community.
Taking the opportunity, I would like to invite you to take part in the first competition organized together with lcb.org, which you can find here:

https://lcb.org/onlinecasinobonusforum/exclusive-lcb-contests/redbet-casino-contest-400-free-spins-on-mega-fortune-no-us!

I wish you good luck. Have fun!

/Marcin

Hey folks!

My name is Anton and I'll be the representative for Redbet, Whitebet and Heypoker which are all part of Bonnier Group AB.

I'm happy to help with any queries you may want to bring up, be it suggestions regarding promotions, general questions or things you think we can improve.

I'll be actively checking this thread so don't be shy and post and I'll respond as quickly and best as I can.

Anton

It's disappointing that your sites do not have multicurrency support  This is one thing that has held me back from depositing, despite the mostly good things I have read about the casino group.

I love this group of casinos  Redbet Casino | HeyCasino | Whitebet Casino which my favorite is Whitebet and i can tell from my experience they are number 1 trusted and fast cashouts casinos on net.I had 2 cash outs from them and the money was on my skrill in 10-15 min.
well if you could only increase your daily free spins from 5 ,to 10 or 15 you will be amazing casino,well not that you are not ,but still you could try 

Hello!
I want to know more about your loyality bonus.
I make deposits every month on redbet and whitebet.
I think that I made over 1k on both sites this moth only and I never got more then 5 free spins when a new games is released (it says on your site that you get from 5 to 50).
Last moth was the first time when a representative from your site has given me a bonus for my loiality but that only happened because I contacted the live chat.
Sorry if my english is bad

Hi,

I would like to start by introducing myself. My name is Marius Filip and i am the Senior Affiliate Manager at Bonnier Gaming the affiliate program of 6 online brands: Redbet; Vinnarum;  Bertil,  Heypoker; Whitebet and  Mamamiabingo;
As you may know Keith is not working any more for our company, but I will be the new representative for the brands mentioned above, so if you play here or If there is anything which you do not understand or which needs further elaboration, please do not hesitate to get back to me and I will be more than happy to assist you with any queries you might have.

Thanks, Marius

Why did you sack Keith?

Hi Victor(play3r211),
Many thanks for your message, kindly provide me your Redbet/Whitebet username to investigate and we’ll see what we can do &  If there is anything we can do to make your playing experience in our platform more joyful please do let me know.
Thanks, Marius

Hi Guys,

Kindly see below New October Redbet games Launches

1st October WMS First batch, Casino Blue
Zeus
KISS (Splash banner)
Bruce Lee
Red Flag Fleet
Wizard of Oz
Note: This batch of games will be promoted together with a 100% bonus up to €100, sent out to all players. Bonus code is scheduled to be KISS100 and will be valid from the 1st  of  October  to the 7th of October (1 week).

2nd of October - 2x Nextgen games (NYX), Casino Blue
Titan Storm
Wild West

6th of October WMS Second batch, Casino Blue
Zeus II (Splash banner)
Kronos
Spartacus
Wizard of Oz: Ruby Slippers

8th of October - 3x Nextgen / Aristocrat games (NYX), Casino Blue
Foxin Win's again
Miss Kitty
50 Dragons
Note: Foxin Win's Again will be promoted with a 30% bonus up €60 to players who have been active in the past 150 days. The bonus code will be foxin60 (preliminary).

14th of October - 2x Thunderkick games (NYX), Casino Blue
Sunny Scoops
Fruit Warp

16th of October WMS Third batch, Casino Blue
Lancelot
Giant’s Gold
Wizard of Oz: Wicked Riches (Splash banner)
Montezuma

20th of October WMS Fourth batch, Casino Blue
Lunaris
Elvis (Splash banner)
Fire Queen
Crystal Forest HD
Note: This batch will be promoted with a 30% bonus up to €60 to players who have been active in the past 150 days. The bonus code will be set to elvis60 (preliminary).

22nd of October Nextgen game (NYX), Casino Blue
Judge Dredd
Note: This game will be promoted with a 30% up to €60 bonus to players who have been active in the past 150 days. The bonus code will be dredd60 (preliminary).

23rd of October - Netent game, Casino Red
South Park Reel Chaos – 23rd October 2014
Video Pokers (x4) – 23rd October 2014
Blackjack Classic Touch (3 Hand) – 23rd October 2014
Note: This game will be promoted with Free spins for active players (active in the last 90 days). VIPs will get 50 free spins and normal players will get 5 free spins.
This release will also be combined with deposit bonuses mailed out the next day (24th, a payday Friday), offering players 30% bonus up to 100 extra free spins on South Park 2.
30% bonus up to €10 + 20 Free rounds on SP2, minimum deposit: €18.
30% bonus up to €30 + 50 Free rounds on SP2, minimum deposit: €46.
30% bonus up to €60 + 100 Free rounds on SP2, minimum deposit: €95.
Suggested bonus codes: 20southpark2 / 50southpark2 / 100southpark2

28th of October WMS Fifth batch, Casino Blue
Rainbow Riches
Raging Rhino (Splash banner)
Glitz
Amazon Queen

30th of October, 2x Thunderkick games (NYX), Casino Blue
Børk The Berzerker
Esqueleto Explosivo

Thanks and kind regards

Hi Guys,

Please find below a press release about Bonnier Gaming adding WMS games:

Bonnier Gaming Malta Ltd expanded their portfolio of casino games with the addition of Microgaming slots.

The Redbet.com site has two casinos called Casino Red and Casino Blue to reflect the company colors. Both casinos are available as instant play with no download required.

Alexis Wicén , Bonnier Gaming's Chief Executive Officer, said:

"Williams have a long track record of producing great games that have entertained players through-out the years. We are proud to be able to provide great titles such as KISS: Shout it out Loud, Bruce Lee, Raging Rhino, The Wizard of Oz, the Star Trek slot series and many more. The games will first be released on the sites Redbet.com, Whitebet.com and Heypoker.com but are expected to be made available on all sites operated by Bonnier Gaming."

Bonnier Gaming Malta Ltd operates a number of sites including Redbet.com,Whitebet.com, Heypoker.com, Mamamiabingo, Vinnarum.com and Bertil.com .

please help to my friend! he registered at redbet casino did wagering requirements and wanted to cash out 510 EUR and his money was voided!
by this term.
"7.3 Any bonuses and/or freespins may only be used on a single occasion per Player's Account. It is not allowed in any way for a Player to use another Player's Account in order to circumvent this restriction and gain more than one bonus/freespin. Any bonuses and/or freespins can only be used once by each household, family, address, e-mail address, IP-address and Player's Accounts which are used from computers in public environments (such as schools, workplaces and libraries). In addition, the Gaming Operator reserves the right to Close any Player's Account and seize any existing funds if the Gaming Operator suspects that any kind of abuse, fraud or other undue usage of the Player's Account occurs."

I think that is that why my friend did wagering requirements at home but then he ride to me for help with withdrawal and logged in from my computer and I have account on redbet too.
please help! user name- tukis123

Hi,

Please let me firstly wish you all a Happy New Year and all the best for 2015!

Apologize for the delay in the response, I’ve informed our compliance department  to investigate and we will try to solve it for you ASAP.

Thanks in advance, Marius Filip

Hi,

We apologies for the delay in the response, but just now I received feedback with a decision on this matter.

As promised our financial/compliance department investigated further and according to our records  appears that the linked account had already used the bonus and the winnings were unfortunately not legitimate  and our compliance department removed them. It is, as you quote yourself, not allowed for two people on same IP to use bonus. You also have the same surname, signed up a few days after each other, and used the bonus shortly after one another. This goes against our T&C clause “7.3 Any bonuses and/or freespins may only be used on a single occasion per Player's Account. It is not allowed in any way for a Player to use another Player's Account in order to circumvent this restriction and gain more than one bonus/freespin. Any bonuses and/or freespins can only be used once by each household, family, address, e-mail address, IP-address and Player's Accounts which are used from computers in public environments (such as schools, workplaces and libraries). In addition, the Gaming Operator reserves the right to Close any Player's Account and seize any existing funds if the Gaming Operator suspects that any kind of abuse, fraud or other undue usage of the Player's Account occurs."

That said, if there is anything we can do to make your playing experience in our platform more joyful please do let us know.

Thanks and kind regards, Marius

ok yes me and my brother we are registered from my IP because we have one internet to all house ok we can't use bonuses but my friend didn't register from my IP he only one time logged in for withdraw because that was first time when he plays at internet casino and he does not know english  language that's why I am assisting him.

Hi my friend,

I investigated with our compliance department and  sorry but there are more than that specific (the cash out request) scenarios where you are using the same IP.

If you still have some additional questions with regards to the reason why his funds were voided you/him can contact our support team for further details.

Have a great weekend,

Thanks, Marius

yes when money was voided after that we wrote in live chat from my IP

Well i just made a comment on the redbet review page.

I noticed that LCB recently gave them a accredited status. So i decided after seeing it to try and ask support if they changed the rules for ID requirements for UK players that do not have a photo ID, and turns out they havent, they still do not allow birth certificate as a form of identification, such a shame, after reading all the great reviews and also the fact LCB approved them.

So im not sure if they deserve this seal of approval because of this, yes they might be a great casino, but they lack in actually allowing some UK players from playing here just cos they don't have a photo ID.

Yes i understand the security reasons behind why some online casinos don't allow them, but about 50-70% of online casinos do. so its a shame that this casino doesnt. maybe im in hope that this post might bring attention to this fact and that someone at redbet who might see this post might get this changed.

Thanks

DreamRJ

Hi DreamRJ,

Thanks very much for your message and please let me  apologize for any inconvenience. Just to let you know that our compliance department is looking into the problem and we will get back to you ASAP.

Thanks and kind regards, Marius

Hi my friend,

Thank you very much for your message.

Unfortunately we do not accept birth certificate as a form of identification for any customer on our sites. Can I ask if it is possible to supply  a copy of your ID card or passport.
Once you have supplied this, we will ensure that your Redbet account will be validated straight away and we will take very good care of you.

Thanks in advance and I look forward to hearing from you to get this confirmed.

Kindest regards, Marius

Woah woah woah take it easy DreamRJ...no need to bite his head off. Yes he clearly didnt catch on about you having no photo ID, a little mistake was made. Marius has always been helpful and good with our LCB members and deserves a little more patience;)

Thanks for your help Melcb, i appreciate it.

Hi again DreamRJ,

I read your post very carefully I can assure you that we treat every case with it's due urgency and very serious.

However, is very weird & rare not to have an ID card, driving license, passport or any authorized document that will include your photo so you can identify yourself.

Regarding this “but about 50-70% of online casinos do”, I believe these casinos are not accredited.  Our 6 online brands have earned a stellar reputation, so  I hope you can put yourself in our position and can understand that applying : Know Your Customer (KYC) in each player account is the most fair approach we can take. This is what all serious and accredited casinos will do.

That said, I can see  your good intentions to purchase a deposit and enjoy our range of casino games. Can I ask if it is possible to provide your Redbet username and I will have a word with our compliance department and see what we can do for you.

Thanks and kind regards, Marius

hi Melcb i made a deposit from 20euro near 8 this morning but dindt get the sundaybonus sended a chat but nowone send me chat back can you help me???

Hi gunner73,

Please sen me your casino username so that I can notify the casino rep to look into it. 

Thanks. 

I played redbet many times, now......Italian players not allowed and, as usually, no mail for notice

Hi Elisabetta Mandelli,

The casino rep informed us that they do inform their active players. They've tried to contact you but they couldn't reach out to you. You've probably received email from them today. 

Update: Heypoker casino has closed