Complaint #1 BetHard Casino

Removed my entire balance, even my own deposit

By Kysymys

11 years ago

I made a deposit and got a bonus.

First bet I made I lost. It was too big in size. I realized that I made a too big of a bet, and asked support if I may continue playing with normal bet sizes.

They asked me to stop playing, and they a day later removed my whole balance! They took my 500 € deposit, and left my account with 0 €!

I think there was no reason to take my balance.

Disputed Casino BetHard Casino

Reason Other

Discussion

AskGamblers

• Support Team

11 years ago

Based on term 4.4 from Bethard Casino Terms and Conditions, "Unless specified otherwise herein or in bonus offer, the customer’s own deposit must be wagered first, and only then the bonus..." we consider that player's first bet fall under its hypothesis. The bet was lost and only bonus funds remained. Unfortunately, player breached another term with his first bet and more specifically term 9 from for ''Get 100% bonus up to €500 on your first deposit'' promotion - ''Max bet amount per spin/bet round on a game from group C is €200 during the bonus is active. A placed bet larger than €200 will result in forfeit of the bonus and eventual winnings''.

Based on the aforementioned reasons, we consider that Bethard casino acted according to its terms and conditions, therefore we consider this case as Resolved. We remind player that he could seek further assistance on this matter from Bethard casino licensing authority.

This complaint is now officially closed.

AskGamblers

• Support Team

11 years ago

@BetHard Casino,
Any news?

Inactive user

11 years ago

Yes Bethard can disclose my game-play related info you privately.

AskGamblers

• Support Team

11 years ago

Dear @Kysymys,

Please confirm that you agree Bethard casino to disclose your personal and game-play related details with us.

BetHard Casino Complaint Stats

Resolved 22 / 23

Avg. Amount $7,664

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

BetHard Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 17 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

BetHard Casino Complaints

See all complaints for this casino

Verification issues with the card I no longer use

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I have sent them documents on request that shows that the Card is inactive. But they are still not satisfied. Now they want me to send them a picture of the Card with my name on and I cant do that since the card not longer exist. But they still demands me to verify this card that have nothing to do with the winnings I have made now. Before this week I have not played there since July. I have also received a payment in July when the card was active. I have never encountered this before and it feels that they just trying to delay the payment.

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Delayed payment of 13500

I won 13568.28 euros from betting with a deposit of 3000 euros and tried to withdraw the money. Documents and everything was ok. Well, the withdrawl had been 72 hours and I went to ask why it wasn't approved, so they announced a manual review. I went to ask many times on the chat why there has been no message, I also sent an e-mail, always the same answer "we will send a message to speed up the review and the next day it should be ok" well, I've been waiting for 2 weeks now and I've been asking, always the same answer.

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Bethard Casino - Refusing to pay without any explanation

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I requested a withdrawal with Bethard nearly 4 weeks ago now. Haven't received a penny.
Every time I ask them in livechat or via email what is going on, I receive a standard reply saying they will get back to me once the relevant department has sent an update.
My account is fully verified so I have no idea why it is taking so long.

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USD 260 Deposit Not Credited

Hello. I Made a deposit of USD 260 with Neteller method, did not receive any money. chatted with a person who said I had not completed the entire transaction. Neteller says it is guaranteed that they have sent the money and that bethard has received them. I have print screens on the entire payment but bethard opposes this as well.

I attach all the mail history with Bethard supports

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Delayed payment of 255000 SEK

Hello Team,

In my Case, Delayed Payment of 255 000 SEK for more than 10 days and I am questioning the intent of BetHard Team. They want to Spoil the fun of customer and make customer suffer for withdrawal

Chronology of Events

1st April start Playing

3rd April Lost 13 000 SEK

3rd April Hit big in Some Hands got 259 500 SEK

3rd April - Initiated Withdrawal

3rd April - Asked to Get Verified

4th April - Submitted all the Document and Got Verified with 7 Hours

5th April - Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - Unclear on why it is Delayed (1st Chatbot based Reminder)

6th April - Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - Unclear on why it is Delayed - Requested for Escalation (2nd Chatbot based Reminder)

7th April Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - was told I am under Routine Check up - No timeline is given (3rd Chatbot based Reminder)

8th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - No timeline is given (1st Email Reminder)

12th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - No timeline is given (2nd Email Reminder - 8 Days delayed )

12th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - Asked to Verify the phone number - I confirmed Phone number - No timeslot for call is given (3rd Email Reminder - 10 Days delayed )

Now am questioning the intent of BetHard Team They want to Spoil the fun of customer and make customer suffer

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BetHard will not process withdrawals 30000 CAD stuck

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I initiated a few withdrawals from BetHard that have not been processed for over 2-3 weeks now. I have reached out to their support several times and each time I have been told that my request has been sent to the appropriate team. However, for a couple weeks straight, there has been no action on the withdrawal and the BetHard support team cannot tell me why the process is not being processed.

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Delayed payment of over 80000 CAD

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'Random security check' ongoing for 1 month

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Delayed withdrawal on second time

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I sent documents over a month ago and my account was fully verified and I got my withdraw, all good this far.

Second time I tried a withdraw 3 weeks ago, they keep asking additional documents. I send them all and my account was fully verified again.

I still havent got my money even though I contacted support several times...

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After that I asked for a withdrawal and received an e-mail about kyc.

I sent in all the requested documents and got fully verified.

I have still not got my money even though I contacted support several times and they keep saying that they will pay out my money.

The disputed amount is 65301NOK but I could only ask for a withdrawal of 40000NOK and still have another 25301NOK on my casino account.

I will attach our mail conversation here along with this complaint? And please contact their support for a chat transcript.

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