Complaint against the bookmaker betitall

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.

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.

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.

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.

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