Betfair Casino - Closed my account without explanation

RESOLVED
Cassie1691 United Kingdom
posted on October 17, 2016.

Opened account last week deposited £20 won £160 , withdrew this money with no issue and was asked to withdraw £10 back to my card as it was company policy to stop money laundering so I did this and withdrew rest to PayPal which I received within 12 hours ,I then went back onto account on Saturday 16th went to deposit and a message popped up asking would I like to reverse my pending card withdrawal instead of depositing again so I pressed yes and went on a game called jade charms and started spinning 60p spins and after a few spins 3 jackpot symbols appeared in reels and then a random selector picked one of three jackpots and I won £500 I continued spending on a few different games and ended up back with £500 went to withdraw as a bank transfer which they charged me £6 for and was told had to withdraw £39 via card due to company policy so did this and withdrew rest as bank transfer I then when back on site and reversed the £39 pending transaction and tried my luck on roulette with no luck , and pressed my account and noticed it stated account suspended so was confused by this and checked my email had email from them telling me they needed documents to verify my identity so I sent all documents they asked for on the same day and was told would take 48 hours to process ,so it's now been 48 hours I've rang them to find out what's happening and I keep getting told they can't tell me anything as management we're dealing with it and that my account is currently closed, so don't know what's going on and don't know if I will receive my winnings .

Cassie1691 United Kingdom
posted on October 20, 2016.

Betfair had now had my documents for 6 days so over 100 hours and I've been ringing everyday and still no reason as to why it's closed and still won't tell me if my documents have been verified just keep being told to wait

Cassie1691 United Kingdom
posted on October 21, 2016.

Resolved account reopened

AskGamblers
posted on October 21, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.