FashionTV Casino is not paying

UNRESOLVED
posted on September 23, 2015.

I made a deposit of €200 to FashionTV Casino on the 11th of September and won. On the 14th I made a withdrawal to Skrill of €1606,7. I also provided them with KYC documents and the withdrawal's status in my account is "confirmed". Even so I don't receive any money. I contacted support several times, sometimes they won't answer my questions at all regarding the withdrawal (Im being totally ignored or they shut down the chat if I ask about the withdrawal) but after many tries they told me twice last week that the money had already been sent to me. So I waited until this week but still haven't received anything. I then contacted support again who told me the money had been sent previous week. But that can't be true since transactions to Skrill are made with no delay. It even says so in their T&C. (Time laps required for E Wallets: Instant). So I then ask for a receipt or some kind of proof of the transaction. But I have not yet even received a that although I have requested this several times now. Each time I talk to them they tell me that they will sent the receipt right away but nothing happens. I then asked to talk to finance or a manager directly and support told me she would have her supervisor call me. But of course he didn't. Now I don't know what to do anymore?!

AskGamblers
posted on September 26, 2015.

Dear @lisaode,

Any update regarding your complaint? Thank you.

posted on September 26, 2015.

No change, I still haven't gotten paid, received the receipt or received that phone call or email.

posted on September 26, 2015.

I had the BetFTV tab open and support started to talk to me today. A lot of BS and actually some really disturbing advices.

Maria
Welcome to BetFTV. How may I help you?
Hello
How are you today dear Lisa?
Are you there Lisa?
Lisa
yes im here
and im not very happy
Maria
Yes, I know dear Lisa
We are sorry for delaying your withdrawal
Lisa
everyone has told me several times that it was sent over a week ago. but that is not true. im guessing it is not sent at all.
that since i have received nothing and you refuse to give me proof of transaction.
Maria
You withdrawal can be processed at evening ,if you don't get paid today then you will get paid on Monday
Lisa
i made quite a few deposits at you site during a very short period and there was no problem. but as soon as I won, there are nothing but problems.
Maria
I am very senior agent of ftv
Lisa
why dont you just process it then?
what are you waiting for? is it a financial issue?
Maria
We promise you that you will get paid until Monday dear Lisa
As i advised you last time as a senior support member that don't stop playing after having withdrawal
Lisa
i believe it when i see it. your support has made way too many promises and lied about things. i will be happy when it is all over and i hope i wont have to wait much longer but i dont really trust anything from your casino until I see it.
and why shouldnt I stop playing? I dont wanna play at a site if I beleive that they will not pay me if I win?
Maria
As you know dear lisa,it's a brand casino
that's why we are sure that you will get paid
Due to slight technical problem with bank ,they didn't transfer your withdrawal
But they are working on it once again today
Lisa
then i dont think you should lie several times and say that the money has already been sent when it hasn't. Also lie about pretending to get me a proof of transaction.
Maria
Please give us time until Monday to transfer your withdrawal
We are sorry
Lisa
well, there is not much i can do but wait, right?
Maria
yes
until Monday
Lisa
ok
Maria
Would you like to deposit today ?dear
cause we have some special offer
Lisa
no i will definitely not make another deposit until this problem is solved.
Maria
As a Senior support member, i would suggest you to make a deposit
Lisa
why?
Maria
Then we can force to finance department that should transfer your withdrawal today if is it possible
Lisa
i think after all that has happened, or not happened.and with all the lies etc, you should be able to force it anyway
Maria
Yes,sure
But i will let them know that you made another deposit after having withdrawal
and she has been waiting for withdrawal since three weeks
Lisa
i made quite many deposits before the withdrawal.
Maria
Just i suggest you personally .it can help you next time as well to process your withdrawal very fast
Lisa
honestly, i think you should tell payments to just release my fund. no matter if i deposit or not.
Maria
Deposit doesn't matter
Lisa
i will not make another deposit before my funds are sent to my skrill account. because i dont trust your casino. for which i have reason to
i need to go now. i'm looking forward to monday.

AskGamblers
posted on October 6, 2015.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.

posted on October 6, 2015.

Now it is Oct 6 and I still havent been paid, received any help or gotten any information from them when I will get paid.

A week ago when i spoke to support again they said they had problems with Skrill but if I changed my withdrawal method to Netteller I would get paid the very next day. I told him I didnt have Netteller but he asked me two more times to withdraw with Netteller. I double checked with him that IF I made a new withdrawal with Netteller I would get the money the next day and he said yes. So I opened a Netteller account, cancelled my withdrawal and tried to withdraw to Netteller which didn't work. When I asked about that he said that I had to make a new deposit of min €20 (although minimum deposit is actually €10) before I could issue a new withdrawal. This really pissed me off since I hade been very clear that I did not want to make new deposits to the casino before I got paid. But when I objected he promised that I would be able to withdraw that money with no problems. But well, AFTER I made the new deposit and tried to withdraw I'm being told that I have to wager the new money or they will charge me a 2,5% fee for the WHOLE amount. Not just a 2,5% fee on the €20 I deposited but they will take a 2,5% fee for the whole sum of €1600! I try to reason with them but they dont listen. So what choice do I have? I wager the new deposit which I think is so ugly of them to have me do. I mean: I created a new account so make the withdrawal easier for them. I then have to deposit again to be allowed to withdraw! And I then have to WAGER or be FINED.

Anyway. They next day, there is no money in my account and there still is not (a week later). I have been contacting support several times after this but they either ignore me totally or promise they will get back to me which they never do. And I know that they have read my posts at AskGamblers since they told me that had read it, and they mocked me about it. "What do you think AskGamblers is gonna do for you? Do you think they will pay you your money?!"

Im so frustrated, BetFTV is the WORST casino I have ever been in contact with and I would like to warn all players. Do not give them you money!! Before this win I had made several deposits of a total €1200 in a short period. And I know that you lose money when you play at a casino. But when you FINALLY win, you should get PAID!

AskGamblers
posted on October 17, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on October 19, 2015.

A few days ago my withdrawal was finally processed! The only thing I reacted to is the amount. I received €1601,51 but the withdrawal I made was in the end €1634,2. The first withdrawal I made was for €1606,7 but since BetFTV asked me to change my withdrawal method (due to problems with Skrill) and needed me to make another deposit of €20 the amount changed. They also told me that I had to do some extra wagering in order to avoid any fees. So then the new withdrawal amount withdrawn to Neteller was €1634,2. So I am just wondering why there is €32,69 missing? Please see my conversation with support below for a promise of no withdrawal fee since I fulfilled the extra wagering.


Lisa 04:35:41 pm
it says: Please note, since you did not roll over your last deposit 3 times, your withdrawal may be charged a fee. will you charge a fee?

Lisa 04:37:16 pm
the note i copy pasted is before i make the withdrawal.
so i want to know BEFORE i make a new withdrawal if you will charge a fee or not

John 04:37:44 pm
yes
may be
So you should roll over before withdrawing

John 04:52:02 pm
2% processing fee will deduct while transferring withdrawal

Lisa 04:52:14 pm
from the WHOLE withdrawal? or from the 20?
cause all the funds are wagered several times except for the 20 you told me to deposit

John 04:55:47 pm
You would get paid after deducting processing fee 2% as per conditions in your skrill as well
if you wager 3x right now
after that 2% fee will not deduct

Lisa 04:57:13 pm
so i have to wager €20*3

John 04:57:32 pm
yes

Lisa 04:58:08 pm
ok, no fair that you didnt tell me that before i made the deposit. but i guess i have no choice now
ok i have rolled over that now
withdrawal made now

posted on October 20, 2015.

Dear Lisaode,

Please note that the fee for processing withdrawals are state in our banking section. For NETeller, the fee is set at 2% from the withdrawal amount.
Obviously there has been some miscommunication from our support, for which we would like to apologize and of course, compensate you accordingly.

You will find the sum of the fee you were charged twice multiplied in your FashionTV Casino account in the form of a wager free bonus.

We would like to highlight that customer satisfaction is in our highest priority, which includes providing accurate information to players. For this reason we have already taken serious measures to make sure you receive a professional service by moving our entire customer service operation to Europe. We hope to continue our relation and prove our intentions for providing the best player experience and customer satisfaction with our new team.

Kind regards,
FashionTV Casino.

posted on October 20, 2015.

Thank you for that, I made a withdrawal of that €60 earlier today/yesterday (20th of Oct) to Skrill and awaits the payment. After I receive those funds I would consider this matter solved.

AskGamblers
posted on October 24, 2015.

@lisaode,

Did you receive your funds, can we close this complaint as resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on October 24, 2015.

No, I still havent received the last withdrawal of €60. Emailed BetFTV regarding that a few days ago as well but havent gotten a reply yet either.

posted on October 28, 2015.

We would like to update the post regarding the player's withdrawal.

The player already requested the amount through Skrill so we are in the process of sending the payment. Due to a technical issue with Skrill, there is a delay we are expecting to be cleared in the following business days.

We would like to thank for the player's patience so far. Of course, the player is welcome to contact us for any updates through e-mail or live chat assistance.

Kind regards,

FashionTV Casino.

posted on October 30, 2015.

I am still waiting, that €60 withdrawal was made 10 days ago.
Issues with Skrill.... What's the status on that now? Seems to have been a problem for months?

Contact via live chat is not possible since it has been closed for at least a few weeks.
Anyway, I dont need to chat. I would just like to receive the final payment and move on from this.