Failed to provide adequate assistance with Apollo game glitch

Good afternoon, my name is < removed >

I faced such a situation on the Betfaer.UK website.I created a BetFaer account on 10/05/2023, sent documents for safe play and then received a block on the site. Having written to the chat, they told me that they did not want to tell the reason for the closure. My username on the Betfaer website is < removed >, I made a deposit on Betfaer in the amount of 205 using my card Revolut Revolut Master. I have been asking for more than 70 days for the money to be given to me which I deposited on Betfire, but the answer was that you are in the queue, although these platform employees indicated a period of 48-72 hours. In the end, it turns out that they simply don’t want to give my money back.I was asked to throw off bank extracts from my card as I replenished, I sent everything a photo of my cards from 2 parties documents + selfie with a document, an account for my communal services and, as a result, did not receive anything back. I was just deceived and stolen my deposit.

I ask you to figure out this issue all the documents they have, but no one wants to work on it or does not want to work at all. And I demand that they give money to my card with which I made a deposit because I believe that this money cannot belong to it in any way. Please, please solve this issue and give me an answer, with great respect

I have been permanently excluded from PaddyPower as well as Betfair since 21st September 2019 as I opted into that myself. In November last year 2022, I was somehow able to register and deposit continuously with the same details I had self-excluded including my email address date of birth, and name. They had even verified my ID. I was still allowed to deposit hundreds of pounds up until the 11th of May 2023 when a message came up on my account saying that I was self-excluded since 2019 September 21st and I was kicked out of my account.

Betfair Casino has broken its own terms and conditions as well as licensing laws in the UK involving allowing a self-excluded player to deposit and continually lose.

This casino owes me £975 which I lost as they allowed me to continuously deposit whilst being permanently excluded on their site and I would like for AskGamblers to help me, please

Hi,

On 12 March I deposited EUR 950 to Betfair's bank account ending at 865311 under my Betfair unique id : < content removed >. My username is < email removed >

Until today this has still not been credited to my Betfair account, but it went out of my bank account .

Despite following up via mail, twitter and livechat, nothing has been achieved and Betfair have gone quiet.

Thank you for your help.

< name removed >

Good Afternoon,

I am emailing today to raise a complaint about Betfair. I have included my account details below for completeness:

< Personal data removed >

I recently created an account with Betfair as I had read online of their excellent reputation - I am fairly new to the gambling scene so I thought I would pick a reputable brand. However, after my experience I can say I am less than impressed with their fairness and how I have been treated.

I deposited £500 to fund my Betfair account and it was accepted almost immediately with no problems. I then started gambling and was fortunate enough to get a mixture of winnings from the online casino and sports betting to get my account balance up to £5000. I then decided I would withdraw my winnings – this is where the problems began.

The following day, I received an email asking for verification documents in the form of ID and proof of address, to verify my account. I was fully expecting this as with every other gambling site, so I sent in my driving license, a photo of me holding my driving license (with my face in view – I thought I would go the extra mile) and a bank statement. I then received an email the following day saying my account had been closed by the security department on business grounds and in line with their terms and conditions – at this point my initial deposit of £500 was returned. I emailed Betfair querying this and their response was “it was a business decision and once your documents have been approved your account will be re-opened and you will be able to withdraw your funds” I was reassured that that my remaining account balance of £4500 would be kept safe and payed out once my account had been verified. To be honest this was a load of rubbish. 3 days later after chasing the live chat agents’ multiple times and after being told the same thing time and time again. I was eventually told (on the 5th time of asking) via live chat that my account was going to be kept closed and the remaining balance in my account was voided. All email contact has been ignored and I am having to chase Betfair via live chat to get any form of response.

I deposited my own money, risked losing my own money - I could have lost, but on this occasion, I won, and I fully cooperated with question and the verification process. However, my winnings and being withheld. Betfair have to pay out what is fairly and rightfully due to me. I can assure you if I had lost my initial deposit of £500 Betfair would most certainly not have returned this.

I would appreciate it if you could take a look at this case, and hopefully Betfair pay out what is fairly and rightfully due to me. I have no interest in them closing my account indefinitely as to be honest I have 0 respect for this company.

I look forward to your response,

Good afternoon.

At the end of December, I registered at Betfair casino. since the casino was new to me, I started with small deposits. But for some time I made small deposits from 100 to 500 euros.. then I started making relatively large deposits through the Neteller payment system from 1000 to 2000 euros. I played various games: slots, blackjack, and sports betting... 10.01.2019 I made a Deposit of 2101 euros, played slots, card games, then put the money on the withdrawal.. I didn't receive any money for several days. the support service said that according to their withdrawal rules, the period can be up to 48 hours. I was waiting for the money, but after 2-3 days I received a notification that my account was blocked, Betfair holds the money, and this decision is not subject to discussion (See the letter in the attachment: message of blocked account.jpeg).

I never received any emails about violating any of the rules of the game or anything like that from them during the entire game.Instead, immediately send a message about blocking.

I was shocked.

I immediately responded to the email with a request to explain the reason for blocking (see attachment: the answer about the account blocking.jpeg). In response, I received only the standard response that this decision was made by the security service and they do not name the reasons (see attachment: the answer#2.jpeg).

after this response, I decided to write them a letter describing the whole situation as I see it from my side and asking them to clarify the situation AGAIN (See attachment question #2.jpeg). On such a letter from my side, I received AGAIN their standard response: that they do not have access to specific details and put the status: eliminated! (see attachment answer #3.jpeg). In other words, this dialogue has reached a dead end. they respond to all my letters in a monotonous manner and do not give any specifics. So I decided to ask you for help.

P.S. in the attachment, I also attach all correspondence in the e-mail format, since all correspondence was with the Russian-language Betfair support service, I did not receive letters in English from them. also, please note that some of the email they answered was not a text message, but by inserting photos with the answer, so to read them you need to follow the links that they have in their responses. But for convenience, I made all the correspondence in Jpeg format (see all the attachments that I provided)...