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Betfair Casino - Account Closed and £14035 Winnings Unfairly Confiscated

UNRESOLVED
henderson101 United Kingdom
posted on October 10, 2017.

I signed up a Betfair account and was granted a welcome bonus upon my deposit. I managed to win a significant sum of money and tried to withdraw my cash balance of £14,035 which I have been very excited about. I was subsequently asked for my verification documents (ID etc.) which were provided without delay. I was then told I had to do a verification call, during which some strange questioning took place but the call was completed and I thought nothing else of it. However, after jumping through all these hoops I was extremely disappointed to have received an email stating : -

"...our routine checks strongly suggest that another Betfair account was opened from the same device a few days after your account had been opened. Unfortunately this is against our terms and conditions and since there was no explanation provided from your end on this we will only be able to return your deposit. We have now requested a withdrawal of £200 to your registered card.."

I have no idea what Betfair mean by "strongly suggest" and despite challenging this in writing they have still not provided me with any further explanation or evidence that I have breached a term (which I know I haven't so they cannot do so!).

I am very upset and feel victimized. How can it be that I win a significant sum from Betfair and then they refuse to pay me even though I checked all the terms before proceeding and played fairly. Seemingly they simply don't want to pay out due to the amount I have won. It seems very unfair.

I want my account re-opened and full balance of £14035 restored immediately please, otherwise I will be taking this issue further.

posted on October 13, 2017.

Hi Cassandra,

Thanks for getting in touch and sorry to hear about your negative experience. This sounds like your issue was being specifically handled by the Account Security team and for this reason we would need to discuss the issue in private so that you can provide us your details.

Could you kindly get in touch with us directly via Facebook or if you prefer Twitter you can find us @BetfairCS and send us a DM (private message) so that we can look into this further for you please?

Regards,
Luke

henderson101 United Kingdom
posted on October 13, 2017.

Hi Betfair,

You have my contact details via email or I can contact you on live chat if you want to talk to me direct, I dont want to talk to you via social media as that is something I use to talk to Family and Friends, you are not a Family member or a Friend. I would advise that you tell me now on ask gamblers exactly what I have done wrong and the reason why you have confiscated my funds, as I can honestly hand on my heart tell you the only account signed up in my household was my one!

I want my winnings reimbursed. I am happy to provide anything you require but what you are doing is lawfully wrong and needs to be corrected!

posted on October 17, 2017.

Hi Cassandra,

We appreciate where you are coming from and would like to assist you further however for your own protection it is not possible for us to discuss any account related queries in public.

We've managed to locate your account and will be getting in touch with you shortly.

Regards,
Luke

henderson101 United Kingdom
posted on October 17, 2017.

Dear Luke

Again you have my email registered on your system, so if you want to contact me privately then I am more than happy to communicate with you. Also I am willing to contact you on Live Chat if you want as well, just tell me when!

What I want to know Betfair, is do you concede you have wrongfully removed my funds, and are willing to reimburse my winnings of £14,035? Because I am willing to stand up in court to testify my actions that I have not breached one single term with your casino, and the fact that you cant provide any evidence that I ever did (only presumed), clearly shows you just don't want to pay large winnings to a fair and trustworthy customer.

I choose Betfair because I thought it was a professional and well established casino in whom you could trust, but turns out this casino is a fraud like the majority of them.

Can you tell me Betfair what are you going to do now, because I will never let this go until its fairly solved!

posted on October 17, 2017.

Hi Cassandra,

I have looked into your query for you and can confirm that this has been resolved from our end. Please refer to your emails for the latest update and kindly find the reference for it here - 171017-004273.

Regards,
Luke S

henderson101 United Kingdom
posted on October 20, 2017.

Ask Gamblers they have emailed me privately telling me to contact IBAS, and are still refusing or ignoring to show evidence for the term I meant to I breached ;:-

'As mentioned during our telephone conversation our routine checks strongly suggest that another Betfair account was opened from the same device a few days after your account had been opened.'

The worse thing Ask Gamblers, they are saying that another account was opened a few days after (which I know never happened and is a lie), but still why should that affect my account and my winnings. When my account was signed up it was the only account from my device at that given time. Its whatever account (the one they made up) that was signed up after that should be closed and winnings removed.

What I am saying is, either way if another account was signed up a few days after (and I know this never happened), It should not matter still, as the original account (my only account) bonus was completed and fully wagered and withdrawn 3 days before this could of happened.

What I am saying is Betfair either way they should be paying me, they are fraudsters and honestly need to accept the blame for this and return my winnings immediately, I will never let this go!!!!

posted on October 20, 2017.

Hi Cassandra,

Although we are unable to discuss personal information relating to your account, we can confirm that this has been investigated from our end and we have advised you of the steps that you need to take should you wish to take your complaint further. Kindly refer to our latest email communication should you wish to get in touch.

Regards,
Luke

AskGamblers
posted on October 24, 2017.

Unfortunately, Betfair Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Betfair Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Betfair Casino complaints

  • 14 of 22 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 4,321 USD avg amount

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