Betfair Casino - Account closed after win, withdrawal outstanding

RESOLVED
Tobias Koch Germany
posted on July 24, 2017.

After i registered at betfair casino it came to a significant win for me. I played for over 2.000 EUR on this casino and just made a wish for a withdrawal of 4.250 EUR. The KYC was completed just after registering. And small withdrawals since then worked perfect.

As i wanted to log in today after i asked for the stated withdrawal just hours ago i saw that my account was disabled. I did not receive any information so far.

So i contacted the customer support and they stated that they need additional documents. A picture of me holding my credit card in this case.

The point is that i am willing to provide any information needed and already sent an email with the asked documents. What i cannot understand is that betfair closes an account for this purpose. It feels horrible when you make a win and it seems like no information follows and you just loose your winnings.

So now it is waiting for them to respond and transfer the money as asked for in the withdrawal.

Tobias Koch Germany
posted on July 27, 2017.

It is getting a little weird. Sent all demanded documents to the english account security department and to the KYC department on 24th of July. No answer so far. Seems like the english department does not really like to answer to my mails.

Instead i am communicating with the german customer service. They asked me for a selfie with one credit card. I sent it already twice and now they are still asking for the same selfie. At first the quality was not well enough, so i provided a new selfie in higher resolution.

But now it seems that they don't really have a look at the attachement as they received more than three different selfies in high quality during the last days and still are asking for the same thing without saying anymore that the resolution is not high enough.

I really don't know what to do to get things going.

What they received from me since closing my account until now via mail:
-photos of credit cards
-selfies with credit cards
-invoice of credit card

posted on July 28, 2017.

Hi Tobias,

We are very sorry to hear that you are having trouble with a withdrawal. It looks like you may be sending in a photo which is not clear enough for us to verify. When you zoom into the image it is important that the quality of the image doesn't drop, as otherwise we will not be able to accept it. We can't go into further details here however if you would like to get in touch with us via Social - @BetfairCS https:­//t­wit­ter.co­m/B­etf­airCS and send us a direct message or alternatively contact us directly from Facebook https:­//w­ww.f­ac­ebo­ok.c­om­/Be­tfair/ then please do so and we can look take a closer look at your account for you.

Regards,
Luke

Tobias Koch Germany
posted on July 28, 2017.

Issue is solved. Thanks to the german support who reopened my account after confirming the documents finally.

Good to have a mother-language support. Thx a lot!

Case can be closed.

posted on July 28, 2017.

That's great Tobias. We are glad that your query has been resolved. Feel free to get back in touch with us in case you need assistance with anything else.

Have a nice day,
Luke

AskGamblers
posted on July 31, 2017.

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

Thank you all for your cooperation.