Betfair Casino - Non payment of £10167

RESOLVED
Jonathan Rendell United Kingdom
posted on August 4, 2016.

On the 22nd november 2015 I deposited £1000 to betfair and claimed their £1000 welcome bonus. I was fortunate enough to turn this into £10167 by the end of the wagering requirement. I read the terms and conditions thoroughly and was not in breach of any of them.

They asked for documents, this ended up being a very drawn out process, firstly because I was away travelling for extended periods and not able to deal with it, and then since I moved I had to change my address which was like pulling teeth with betfair. Eventually my documents were accepted (ridiculous procedures such as selfies with card, licence and passport) only to receive a blunt email telling me my money would be voided, deposit returned and the reasons will not be discussed.

I would like my balance reinstated in full or I will be taking further legal action as this is pure theft.

posted on August 8, 2016.

Hi Jonathan,

Thanks for submitting the above.

I'm sorry for the poor experience with Betfair so far. Could you please provide your username and I will investigate this for you.

Thanks
Scott

Jonathan Rendell United Kingdom
posted on August 8, 2016.

Hi Scott, thanks for taking the time to reply.

The username is: [email protected]

Thanks

posted on August 9, 2016.

Hi Jonathan,

Thanks for confirming.

I have spoken with the relevant teams internally to work out the reasons for the account closure. From the notes on your account I can see that customer services tried on numerous occasions to contact you by phone or set up a time to discuss your account in order to complete KYC, but were not successful.

They also requested valid proof of address in legible form that has not yet been provided.

Until the above can be done, we are not able to re-open your account.

Could you please get back in contact with customer services directly to complete the above requirements.

Thanks
Scott

Jonathan Rendell United Kingdom
posted on August 10, 2016.

Hi, thanks for your reply.

Please can you confirm that after this is done that I will receive my funds that I won in full?

I am receiving conflicting reports as the last email said that my play had been voided. I have also had my deposit returned to the bank so if you could confirm this I would be grateful. After months of email tennis I have no desire to use betfair any more and just want my money back, so I am obviously not going to bother if I am just going to find a £0 account balance. What is the current account balance please?

Thanks

posted on August 10, 2016.

Hi Jonathan,

If you can get in contact with helpdesk with valid ID and explain the logins from other IP/countries we will be able to pay your winnings.

Thanks
Scott

AskGamblers
posted on August 14, 2016.

Dear @jonathanrendell,

Please make sure to update your complaint accordingly and provide response within the given 96-hours period. Keep in mind that in case you fail to provide such within the stated period AskGamblers Complaints Team will consider your case as resolved and it will be closed accordingly.

Thank you for your cooperation.