Betfred Casino - I didn't recivied my money!

UNRESOLVED
mummy2liam United Kingdom
posted on August 25, 2014.

I've had my betfred account for well over a year but never got round to playing on the site untill recently, throughout various days i made some small deposits then i decided to make a larger deposits (did not receive any bonus that way i could just play with my own money knowing i could cash out whenever i wanted) on friday 22/08/14 i logged off for the night with just over £1750 in my account, then when i went to log in on the Saturday my account was blocked so i spoke to live chat for them to tell me to check my emails as they had sent me one, please find below the attachment of the emails sent back and forth, it is now monday night and i still have no funds paid back to me to reply to my emails nothing! i've tried to contact live help only for them to disconnect me! in all my net deposits where just under £1600 so in my eyes they have stole my money as this was purely my own money.


This will be the last email i send in the hope that maybe someone will have the decency to reply!! I have still not received my funds of £1750 into my paypal account and i want to no why as its clearly sated below these would have been in my account on saturday!!! Now lets get one thing clear these are not winnings these funds are my net deposits so really in the eyes of the law this is theft!! If i have not heard anything back by close of business today 25/08/2014 i will have to choice but to make a formal complaint to the license holder

I am still waiting on a response from the last email I sent the details are below, so if someone could get back to me to explain why the funds are still not showing in my paypal account.

[email protected]


-----Original Message-----
From: nicolamoriarty1
To: Alan.McKay
Sent: Sun, 24 Aug 2014 0:24
Subject: Re: I.d documents

My funds have still not arrived, si could someone please tell me why there not in my account as i was told they will be in my paypal account by close of business and it is now 00.22am. It clearly states in the below emails that i will have them but nothing in my paypal. So i would appreciate for someone to email back as a matter of urgency thanks.

[email protected]


-----Original Message-----
From: Alan McKay
To: nicolamoriarty1
Sent: Sat, 23 Aug 2014 16:30
Subject: RE: I.d documents

The paypal account that is registered on your Betfred account that you have been using to deposit with.


Please note that no further correspondence will be entered into

Regards,

Betfred

From: [email protected] [mailt­o:[email protected]]
Sent: 23 August 2014 17:24
To: Alan McKay
Subject: Re: I.d documents

So how will you know what paypal account to use when putting funds into my account?
[email protected]

-----Original Message-----
From: Alan McKay
To: nicolamoriarty1
Sent: Sat, 23 Aug 2014 16:20
Subject: RE: I.d documents
Unfortunately it only appears as Paypal on the account. It does not specify a name

From: [email protected] [mailt­o:[email protected]]
Sent: 23 August 2014 17:18
To: Alan McKay
Subject: Re: I.d documents

Can you confirm tome what paypal account details you have for me
[email protected]

-----Original Message-----
From: Alan McKay
To: nicolamoriarty1
Sent: Sat, 23 Aug 2014 16:17
Subject: RE: I.d documents
Dear Nicola,

The payment process is updated at various intervals and will be paid to your Paypal account before the close of business today

Betfred Fraud Dept

From: [email protected] [mailt­o:[email protected]]
Sent: 23 August 2014 17:13
To: Security Docs
Subject: Re: I.d documents

What paypal details do you have for me as my paypal is not showing any funds being paid by betfred???????
[email protected]

-----Original Message-----
From: Security Docs
To: nicolamoriarty1
Sent: Sat, 23 Aug 2014 15:54
Subject: RE: I.d documents
Dear Nichola,

As I previously stated the money has been sent back to your payment method. Your account will remain closed due to a breach of terms and conditions we no longer want your custom at Betfred so you will be unable to log into your account as it is permanently closed.

Kind Regards
Lee
Fraud Analyst

| Fax: (00350) 2162- 2264 | [email protected] |
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From: [email protected] [mailt­o:[email protected]]
Sent: 23 August 2014 16:45
To: Security Docs
Subject: Re: i.d documents

So can i log back into my account mummy2liam to play??
[email protected]

-----Original Message-----
From: Security Docs
To: nicolamoriarty1
Sent: Sat, 23 Aug 2014 15:41
Subject: RE: i.d documents
Dear Nichola,

I can confirm that your accounts will remain closed due to the amount of duplicate accounts made and incorrect details used. We will however grant you the winnings on your account. If you are to create any more accounts they will be closed and you will not be entitled to any winnings.

Kind Regards
Lee
Fraud Analyst

mummy2liam United Kingdom
posted on August 27, 2014.

STILL NO FUNDS 26/08/2014

Chat Transcript
11:40:25 AM [nichola moriarty] account
11:40:32 AM [Ben B] Hello, welcome to Betfred Online Support my Name is Ben B, could you please provide your username, date of birth, full name and answer to your security question, along with your query. We thank you for your patience. Thanks!
11:41:43 AM [nichola moriarty] my account was closed on saturday morning with just over £1750 in my account these funds were my deposit
11:43:10 AM [nichola moriarty] i had to send copies of my id which i done and have been verified and i was told my account will remain closed but they would send my money back to the deposit method i used
11:44:16 AM [nichola moriarty] which was paypal in the email i was told my funds would be in my account on close of business saturday these are still NOT in my account
11:44:41 AM [Ben B] I can see a withdrawal for £1700.66 was processed successfully and should be with your payment provider as we speak. I can see the withdrawal was requested on the 23/8/14 and these take 3-5 working days
11:45:21 AM [nichola moriarty] can you confirm what payment provider that is please
11:45:40 AM [Ben B] it has gone back to your Paupal account
11:45:46 AM [Ben B] Paypal*
11:45:49 AM [nichola moriarty] as i was on the understanding payal is instant
11:46:27 AM [nichola moriarty] how do you get the money to paypal via my email address i used???
11:49:02 AM [Ben B] I have just been advised that Paypal takes 48 hours
11:49:36 AM [nichola moriarty] so if it was processed on the 23rd then shouldnt my funds be in my account??
11:50:07 AM [nichola moriarty] as that would be 36 hours
11:51:58 AM [Ben B] Please bare with me a moment
11:53:43 AM [Ben B] The reason this will have not been processed yet is because yesterday was a bank holiday therefore this is not classed as a working day I'm afraid
11:54:26 AM [nichola moriarty] so when should i expect payment
11:54:52 AM [Ben B] Sometime tomorrow sir
11:55:17 AM [Ben B] Is there anything else that I can help you with?
11:55:41 AM [nichola moriarty] no thats all thank you
11:55:49 AM [nichola moriarty] you have been a great help
11:55:57 AM [Ben B] Anytime
11:56:01 AM [Ben B] Thank you for contacting Betfred! Enjoy the rest of your day and good luck with your games. If you require further assistance, please do not hesitate to contact us. Our team is available 24 hours every day!

mummy2liam United Kingdom
posted on August 27, 2014.

AND STILL NO FUNDS 27/08/2014

Chat Transcript
02:47:25 PM [nichola moriarty] account
02:47:29 PM [Demi] Hello, welcome to Betfred online Live Support my Name is Demi, Your chat is important to us, but please understand that due to the exceptionally high traffic, it may take longer than usual in assisting you. Your patience is highly appreciated.
02:47:34 PM [Demi] How may I assist you?
02:47:44 PM [nichola moriarty] my account was closed on saturday morning with just over £1750 in my account these funds were my deposit
02:48:16 PM [nichola moriarty] i was told my funds would be in my account on close of business saturday these are still NOT in my account
02:48:52 PM [nichola moriarty] then i spoke to live help yesterdaymorning and for them tosay it would bein today and it is still not
02:50:21 PM [Demi] May I please have your user name, date of birth, full name and answer to your security question?
02:50:41 PM [nichola moriarty]
02:50:53 PM [Demi] One moment please, whilst I review your account details...
02:54:39 PM [Demi] Thank you, the funds left us on the 24th, these funds should be with you by now, I would advise that you contact PayPal to see if they are holding the funds.
02:55:08 PM [nichola moriarty] do you have a payment code
02:55:35 PM [nichola moriarty] what email address did you use to send the funds
02:55:54 PM [Demi] Unfortunately not we can only provide an ARN number after 10 days but this is only with banks. As it is PayPal you need to contact them
02:56:17 PM [Demi] [email protected]
02:56:32 PM [nichola moriarty] yeah thats the correct account
02:56:51 PM [nichola moriarty] thanks for your help i will get onto them
02:57:03 PM [Demi] Your welcome :)
02:57:04 PM [Demi] Is there anything else that I can help you with?

mummy2liam United Kingdom
posted on August 27, 2014.

Chat Transcript
04:10:33 PM [nichola moriarty] account
04:10:39 PM [Demi] Hello, welcome to Betfred online Live Support. My name is Demi.
04:11:17 PM [nichola moriarty] hi i think it was urself i spoke to about half an hour ago
04:11:44 PM [nichola moriarty] about my money no being in my paypal account
04:12:08 PM [nichola moriarty]
04:13:28 PM [nichola moriarty] i have spoke with paypal and they have no history of betfred paying any money into my account nothing being held no transaction whatsoever made by yous
04:13:47 PM [nichola moriarty] they told me i have to take it up with yous
04:15:03 PM [nichola moriarty] to try and locate my funds and if funds cant be located then yous would need to contact paypal for it to be traced
04:17:18 PM [nichola moriarty] shouldn't i have received an email by urselfs confirming payment to paypal had been made????
04:19:27 PM [Demi] Please send a screen shot of your PayPal account to [email protected] so we can see the funds have not gone in and we will pass this to our payments team for you.
04:19:42 PM [Demi] No we do not confirm withdrawals via email
04:20:12 PM [nichola moriarty] when should i have received my money?
04:21:51 PM [Demi] With PayPal it can take anything up to 48 hours to leave us which it left us on 24th then anything up to 12 hours depends on PayPal accepting the funds
04:22:20 PM [nichola moriarty] so i should have had it days ago???
04:23:09 PM [Demi] Yes, if you have spoke to PayPal and they cannot help you need to take a screen shot of you PayPal account and send this to us via email on [email protected] and we will escalate this to our payments team
04:24:17 PM [nichola moriarty] i have just done this
04:25:10 PM [nichola moriarty] thanks for your help i will wait and see what happens now, when should i except a reply
04:26:26 PM [Demi] You should get a reply pretty much straight away stating that we have passed it on, then our payments team will be back in tomorrow morning
04:27:21 PM [nichola moriarty] ok thank you

mummy2liam United Kingdom
posted on August 28, 2014.

Chat Transcript
04:10:33 PM [nichola moriarty] account
04:10:39 PM [Demi] Hello, welcome to Betfred online Live Support. My name is Demi.
04:11:17 PM [nichola moriarty] hi i think it was urself i spoke to about half an hour ago
04:11:44 PM [nichola moriarty] about my money no being in my paypal account
04:12:08 PM [nichola moriarty]
04:13:28 PM [nichola moriarty] i have spoke with paypal and they have no history of betfred paying any money into my account nothing being held no transaction whatsoever made by yous
04:13:47 PM [nichola moriarty] they told me i have to take it up with yous
04:15:03 PM [nichola moriarty] to try and locate my funds and if funds cant be located then yous would need to contact paypal for it to be traced
04:17:18 PM [nichola moriarty] shouldn't i have received an email by urselfs confirming payment to paypal had been made????
04:19:27 PM [Demi] Please send a screen shot of your PayPal account to [email protected] so we can see the funds have not gone in and we will pass this to our payments team for you.
04:19:42 PM [Demi] No we do not confirm withdrawals via email
04:20:12 PM [nichola moriarty] when should i have received my money?
04:21:51 PM [Demi] With PayPal it can take anything up to 48 hours to leave us which it left us on 24th then anything up to 12 hours depends on PayPal accepting the funds
04:22:20 PM [nichola moriarty] so i should have had it days ago???
04:23:09 PM [Demi] Yes, if you have spoke to PayPal and they cannot help you need to take a screen shot of you PayPal account and send this to us via email on [email protected] and we will escalate this to our payments team
04:24:17 PM [nichola moriarty] i have just done this
04:25:10 PM [nichola moriarty] thanks for your help i will wait and see what happens now, when should i except a reply
04:26:26 PM [Demi] You should get a reply pretty much straight away stating that we have passed it on, then our payments team will be back in tomorrow morning
04:27:21 PM [nichola moriarty] ok thank you

mummy2liam United Kingdom
posted on August 28, 2014.

Have been on the phone numerous times with each customer service agent telling me different dates to when my funds will appear, i was told on Tuesday 26th over the phone that they would send details to the payment department who would then escalate it, same thing yesterday and the same thing today again (each time i have phoned they have no record on account that there is an issue with payment and no record of it being passed over to payment department) i have also been told i will receive an email with whats going on and yet i have still to receive any such emails!! utterly disgraceful!!