Complaint #1 Bet It All Casino

Account closed, winnings and deposit confiscated, no further explanations

By DeceivedGuy

8 years ago

I registered on Bet It All Casino on 08/28/18. Then I made the following two payments within a span of several hours (via the Skrill payment system): $3000 at 16:02, 26/08/2018 and $2000 at 18:27, 26/08/2018. The receiver of the payments was Momus2006 N.V. After that I played one blackjack game session with a pot of $134,000.00, and won $13200. On the same day I ordered a withdrawal of $5000.00.

On the next day’s morning I received a request from Betitall to produce documents for verification (passport, utility bill, Skrill payment screenshot). I sent the requested documents to Betitall and received an email from them stating that the documents were accepted and are being processed.

On Tuesday, August 28, he received an email from Bet It All Casino stating that his account had been terminated and his winnings and personal funds had been confiscated.

The confiscation of my funds by Bet It All Casino is absolutely unjustified, as I did not violate any of Betitall’s rules . Even if Bet It All Casino make a decision to terminate my account, it has no right to confiscate my winnings and personal funds. I played blackjack, which is a game with high dispersion and near-zero expectation, risking my money while attempting to achieve a place on the Sunday's race and I got lucky.

It is absolutely unfair to confiscate my money. I want to withdraw my funds. Please help me.

Disputed Casino Bet It All Casino

Reason Account closure

Amount $5000

Discussion

AskGamblers

• Support Team

7 years ago

Dear @DeceivedGuy,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Bet It All Casino

• Representative

7 years ago

Hi,

We're still waiting for the documents that were requested.

Please note that the security department will have limited working hours around the New Year dates, namely 30th, 31st December and the 1st of January.

Wishing you a happy New Year!

Kind regards,
Daniel

DeceivedGuy

7 years ago

Hi,
I will send you all additional documents as soon as possible.
Regards

Bet It All Casino

• Representative

7 years ago

Hi,

The documents you've sent are not sufficient.

Unfortunately, we can't accept screenshots.

Furthermore, the support department has answered how to remedy the situation.

Kind regards,
Daniel

Bet It All Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $1,992

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Bet It All Casino Complaint Summary

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

So far, 6 out of 6 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.

Bet It All Casino Complaints

See all complaints for this casino

Complaint Regarding Delayed Withdrawal and Lack of Communication

Dear Sir/Madam,

I am writing to formally lodge a complaint against BetItAll.com regarding a delayed withdrawal of 3000 Euros requested on August 21, 2024. Despite the transaction status being marked as "Completed" on your website, the funds have yet to be credited to my bank account. Furthermore, I have not received any confirmation email regarding the withdrawal, which has caused significant concern and frustration.

As a loyal customer since 2020, I have reached Gold VIP status multiple times due to my continued patronage. In the past, any issues were promptly resolved, often with the assistance of a direct contact person. Unfortunately, this level of service appears to have deteriorated significantly.

On August 27, 2024, I received an email from your representative, Leon K., stating that my funds were not lost and that the withdrawal had been completed on your side. However, the email also mentioned potential delays due to KYC verification, bank holidays, or other unspecified reasons. This explanation seems inconsistent, especially considering that a subsequent withdrawal of 80 Euros was credited to my account within hours, while the 3000 Euros remain unaccounted for.

Further to this, I sent an email on August 28, 2024, outlining my dissatisfaction and concerns directly to [email protected], [email protected], and [email protected]. Despite my clear communication, there was no acknowledgment of receipt for several hours, adding to my frustration. In this email, I highlighted the lack of communication regarding the status of my withdrawal and questioned why a long-time customer such as myself was being treated with such disregard.

Moreover, I have repeatedly contacted your support team via chat to seek clarity and resolution, most recently on August 28, 2024, with Jayleen M. Despite my insistence on more specific information, I was only provided with standard responses that did not address my core concerns. When I requested a direct explanation from the finance department or a timeline for resolution, I was told that this was out of their control, placing the blame on the payment provider. This lack of transparency and accountability is unacceptable.

As a customer who has been with BetItAll.com for several years and has made significant deposits and withdrawals, I find it disheartening that I am now facing such issues without clear communication or resolution. I request that the funds be credited to my account immediately and that I receive a detailed explanation for this delay. Additionally, I strongly urge BetItAll.com to improve its communication practices by implementing clearer status updates for withdrawals, such as introducing additional status levels like “Processed by Payment Provider” and “Inquiry.”

If this issue is not resolved promptly, I will have no choice but to escalate the matter further, including taking legal action and sharing my experience publicly to warn other customers.

Thank you for your immediate attention to this matter.

Resolved

€3,000

Complaint against the bookmaker betitall

I registered on betitall.com on November 19, 2023. I deposited 800 euros and started placing bets. As a result, my balance already had about 3700+ euro and I decided to order part of the money for withdrawal. Then I received a message from the company that a standard routine check was being carried out and within 7 days it would be completed (screenshot attached). I don’t even understand what they can check, since all my bets were placed on NBA basketball.

I also uploaded documents according to the list of those in demand on their website. After a couple of days, I also noticed that I could not log into my account, and at the same time I could not even recover my password using my email (I simply did not receive recovery messages). Naturally, after the last 7 days of checking, I wrote to them again - but I did not receive any response. I also tried to contact their chat - but they usually answered that they would forward my question to the right department. But still I did not receive any additional information. Please help me resolve this situation.

Resolved

Money is missing

Hi.

In late November I won and withdrew 3050 euro. So far so good.

But my bank declined the transfer due to they needed more information about the money. I provided the bank with the necessary documents and they told me to tell the casino to make the transfer again.

Here the problems start.

I been in contact several times with the casino and they tell me they can´t see that the money was returned. I talk with my bank, and they say that they just declined the money and that it was returned to the sender.

Last contact with the casino was on December 24.

"You previously told us that your bank rejected the charge and sent the funds to the sender. We have not yet received these funds.

We have asked the bank for information and still have not received an answer.

We ask for new information every day.

Unfortunately it may take longer than usual to resolve this problem.

We are doing our best to solve the problem as quickly as possible."

I have been patient, but I now feel stuck.I need help.

I have proof that I have not got any money and i can send all emails and everything about it.

Please help.

Resolved

€3,050

No payment after 9 days

I am a verified account holder at bet it all casino. In the last weeks and month I made deposits on a regular basis. I already had a successfull cashout. However, right now I am waiting for 3x 2000€ withdrawals to be processed for 9 days. Total amount in dispute is 6000€.
I chatted with live support regularly asking about the status of my withdrawal changing from crypto to bank and back to crypto and jeton as payment method based on their advice. They are always very polite and friendly but unfortunately cant give me a reason nor estimate when I can expect the payments.
I hope this complaint will speed things up and solve my delayed payment issue.

Regards

Resolved

€6,000

''Lost'' withdrawals, casino refusing to investigate

Hello,

So my story is some kind strange and difficult. I have requested 2 withdrawals ( 120 eur + 250 eur ) from Bet It All Casino, both to my Debit Card in N26 bank.

Withdrawals were showing up in my bank account as "Pending" - they were shown "Completed" from casino side.

After waiting 2 weeks period, the transactions disappeared from my bank account. I have contacted my bank, where they told me the merchant did not complete the transactions - so they were canceled.

After this I have contacted Bet It All casino, where they've sent PDF confirmations from their payment processors.

I have forwarded these documents to my bank. They've made an investigation with Mastercard, but said transactions are not foundable in the banking systems, they were returned to merchant.

After this I have contacted Bet It All support, sent them screenshot of my banking app, but no more response from their side.

I'll send here every conversation with bank and casino too. Please help me to resolve the issue.

Rejected

€375

Delayed $350 bitcoin withdrawal, receiving adequate response is just waste of time and money

I played online at Betitall.com for a period of around 2 months, my account is verified as before I ever attempted a withdrawal or even became invested with my time and hard earned money I ensured I could withdraw when and what I wanted (within the terms and conditions of their site). I have had successful withdrawals from betitall.com before so was feeling confident and trusted the casino.

I deposited BTC on the 7/8/19 sometime in the early evening and began to play and enjoy myself. my balance began to increase until I was finally satisfied with the balance of $350 USD and placed a withdrawal via the same method I had deposited with - BTC.

I received the confirmation email stating the usual-

"Dear XXXXXXXXX,

We have received your withdrawal request as detailed below:

Status: Processing

Amount: USD 350.04

Fee: USD 0.00

Please be advised that all withdrawal requests are processed within 2 business days from the requested date.

Once approved withdrawals might take up to 7 business days to reach the destination account depending on the withdrawal method chosen.

If you have any questions regarding this transaction, please contact customer support.

Thank you for choosing Bet it All.

Best regards,

Transaction team of Bet it All"

I read the 48 hour/2 day mention of processing the withdrawal part and thought to myself thats not at all mentioned in the sites terms and conditions not even once and the site clearly states it reviews all withdrawals within 24 hours.

It has now been well and truly over 24 hours.

I contacted support via live chat yesterday and was told that the site was experiencing a problem processing withdrawals and that they were investigating the issue and I was assured the problem would be resolved ASAP.

fast forward almost 24 hours later I am frustrated with the lack of emails and responses via email so I call the only telephone number listed on the site for "24 hour support" its a UK based telephone number. After spending 87 Minutes on hold waiting for an operator and the 22 people in front of me in the que I reach the next in que. The hold music begins to loop endlessly. After 30 minutes of being first in the queue and not hearing any recorded message or human being I give up. I emailed the support staff again asking what the issue is with their internation 24 hour (not at all 24 hour) support phone line is and was told that in fact it doesnt support international calls at all and that a seperate phone number will be available some time in the near future for Australians to call for support. There goes $15-20 wasted on my skype phone just to listen to hold music!

Finally I waited to get hold of live chat on the site which comes online around 6pm AEST time.

I asked what the delay was and repeatedly was told different reasons and excuses for the delay. ALL OF WHICH VIOLATED THE SITES OWN TERMS AND CONDITIONS.

Stereotypical online casino money grab tactics. This site does not support manual flushing nor do they even know what manual flushing is when asked via live chat. The old "let the balance sit and the stupid customer will blow their balance before we have to send them a cent" trick.

The most recent live support I had the agent ended our chat with out responding to my polite and well mannered questions.

I have provided transcripts of online chat with the support agents along with proof of my account being verified, deposit history and everything under the sun. These are not displayed here due to private information in them.

Resolved

$350

Removed all funds after bonus expiration, now refusing to refund my deposit

Hi,
On 4 June 2019, I signed up with Bet It All casino and deposited $100 to get a bonus of $50 and 100 free spins. I played my free spins and was playing slot games over a couple of days and was enjoying my time at this casino. I had a few good wins on slots, and by 7 June my balance had grown to $1059. I was excited. I got home from a hard day's work and just started playing when all of a sudden, my balance just went from $1059 to zero.
I contacted the online support, and they informed me that I only had three days to play through the requirements for the $50 bonus. There was no three-day term on the website about this bonus, and when I questioned this, I was provided with a copy of the terms and conditions for my bonus. These terms and conditions had stipulated “Bonus duration – 3 days”.
I explained that the T&C on the website did not mention the three-day requirement. They told me that they couldn’t change their T&C every time they have a new bonus promotion, that’s why all bonus T&C are in the bonus description. So you have a situation where the website T&C that are displayed and are readily available for me to refer to don’t mention the three-day requirement to play through the bonus amount. This three-day requirement is apparently in some other T&C in the bonus description which I could not find anywhere. I signed up based on the T&C on the website, and I do not know where this bonus description with the three-day term is.
Since complaining to Bet It All Casino, they updated their T&C on their website to include the three-day condition for the bonus. But that doesn’t help me now, and it was not there when I signed up.
Also, I don’t see anywhere in the T&C that my original deposit of $100 is just forfeited if I don’t make the playthrough requirements in three days. For my situation, deposit $100, get a bonus of $50, win and have a balance of $1059 and then they take everything three days later and leave me with a zero balance. They cleaned me out and even took my original $100 deposit.
Please find the chat logs attached.

Resolved

$100

Deposit limits went missing

On 15.1.2019 I requested a deposit limit of 100€ weekly at Bet It All. Since I felt a strong urge to play more after my withdrawal processed and felt I needed to control myself. They confirmed in live chat that the deposit limit is now set.

On 16.2.2019 I went on their site, wanted to play a little... made 2x50€ deposits and lost. Unfortunately the deposit limit I set a month earlier for a good reason was now gone for some reason and I was able to deposit 1684€ more, and lost all of it.

After this I go to contact them in order to close my account permanently due to a gambling problem. At the same time I ask what happened to my deposit limit? I'm told: "If you didn't write to us on what time you need limits, they will set up on two months minimal. Your deposit limits was set on two months"

1) At no point was I informed on 15.1.2019 when I set the deposit limit that there was a time limit to it, not by the live chat agent, nowhere on their site it reads that support can only set it for 2 months. They claim they sent an email asking me "for how long do you want the deposit limit?". I never got this email and if I did, I would have told them that I want it set permanently.

2) 15.1.2019 - 16.2.2019 is not 2 months, it is just over one month. Like they confirmed to me, it was set for 2 months. But it was gone after just over a month.

I obviously made a complaint to them about this on 18.1.2019. Last reply I got was on 22.1.2019 saying that the case has been transferred to management.

Since then I have asked for update on: 27.2. / 4.3. / 5.3. / 8.3. / 9.3. and I have got 0 replies. Not even when I asked "are my emails coming through?".

I have not been abusive to them in any way, have been politely asking for an update, so I don't understand why they decided to block or just ignore my emails.

So since the communication has completely died, I came here hoping AskGamblers can help.

My demand is that all deposits exceeding the deposit limit that was supposed to be active are returned. 1684€ in total.

Resolved

€1,684

Absurd account verification requirements

I played at betitall casino 13/11/2018 and won 10017 kr. I have since then been trying to withdraw my money. I did send all the documents they asked for and they got aproved. still no money. Then they said they want me to fix the same documents but translated and signed by bankmen and other people plus stamps, and they want me to post the documents by letter to some random adress in latvia. I have tryed to ask them if i can do another way to verify. But i think the verfication documents i sent at first should be enough. ( id, utilitybill and paymentverification). Thats what they asked for first when i wanted to withdraw. I have emailed the a manager at betitall but he have not answered and they are very hard to get in contact with overall and almost never respond. The chat refer me to contact them via email but they dont answer there either. I can verify my id on some other way if they feel they arent sure its me, like skype call or something with idcard in hand.

Rejected

kr10,017

Sudden account closure, lack of information

Dear AskGamblers,

I registered on Bet it all casino, made a deposit of 150 euros and received 150 euros, I was completing my wagering and my account was suddenly blocked when I was playing on 18th of October. I had nearly 2.000 euros on my account and haven`t even completed my wagering yet. The casino management stated that my account is being investigated and that I have to send documents and verify my identity by phone. I sent my documents on 25th of October and I asked casino to call me, but they returned my deposit without calling me and my account was blocked. When I asked why, casino stated that my account is being verified. I do not know what is being verified since casino stated that they should call me to verify my identity by phone and they did not call me. Please help me to solve this issue, I haven`t even completed my wagering requirements and I am willing to continue playing.

Sincerely yours

Michail

Resolved