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Betcart Casino - Blocked my account, unable to withdraw the remaining balance

RESOLVED
Posted on July 16, 2018

Betcart has blocked my account as they "stop providing service to accounts registered in your country temporarily" (Sweden). The mail had a friendly note that I can withdraw my funds, but considering that my account is blocked and they don't answer phone calls or mails it makes it impossible. I have tried off and on to get in touch with them for several months.

AskGamblers
Posted on July 16, 2018

Dear @steha101,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on July 16, 2018

I cannot see exactly my balance as my login was blocked, but my balance was somewhere around 11000-14000 SEK (EUR 1100-1400).

Posted on July 17, 2018

Dear STEHA101 ,

Thanks for reaching out.

This is to inform you that we haven't received any emails from you since 3rd Dec 2017, when we informed you about the termination of services in your country. Could you please tell us to which e-mail have you been contacting us ?

Moreover, we are kindly asking you from now on to send all your inquiries to [email protected] In the meantime, we will inform our support team to reach out to you and solve the issue as soon as possible.

We remain at your service in case you have any questions.

Best Regards,
betcart Team

Posted on July 17, 2018

I have been mailing to reques­[email protected]­bet­car­t.com, and called +442038000845. Anyway, if we can proceed with a withdrawal of my complete balance to my neteller account, as has been proven to work before we can resolve this.

Posted on July 20, 2018

Dear STEHA101,

Thanks for reaching out once again.
This is to inform you that our support team has already sent you an email yesterday. We kindly advise you to check your email and provide us with the necessary documents mentioned in the email to [email protected]

Moreover, please be kindly advised that your account has been closed after 24 hours from receiving the email regarding the termination of services. Most probably you were trying to access it after mentioned period , that's why you couldn't reach it. Please rest assured that the amount in your balance will be refunded to you once you submit the documents to [email protected]

Looking forward to hearing from you.
We remain at your service in case you have any questions.

Best Regards,

betcart Team

Posted on July 22, 2018

I have now provided the requested documents to [email protected] and awaiting progress with the Neteller withdrawal.

Regards,
Stefan

AskGamblers
Posted on July 26, 2018

Dear Betcart Casino,

Please let us know if there's some update regarding this case.

AskGamblers
Posted on August 3, 2018

This complaint has been reopened as per Betcart Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on August 3, 2018

Betcart has now asked me, and I have provided:
- A photo of my passport
- A photo of a utility bill
- A photo of the front and back of the card used to deposit to Betcart
- A photo of the 18 month old credit card statement hard copy showing the deposit to Betcart
- A screenshot of my credit card's online bank.
- A screenshot of the Neteller account I suggested they use to deposit my funds, which they have also used previously.

Now they are asking for a bank statement with my full banking information.

Betcart: Please clarify why you need this from me? You have not indicated that you will deposit my funds directly to my bank.

Posted on August 7, 2018

Dear STEHA101,

This is to inform you that our support team has received your documents and are currently being investigated. As for the bank statements, they are required for security reasons. Also please note that the Bank statement should not be older than 3 months where your full name and banking information such as you IBAN and BIC codes are available.

Looking forward to hearing from you.
We remain at your service in case you have any questions.

Best Regards,

betcart Team

Posted on August 7, 2018

I have now submitted my online banking information. Still I strongly question the validity of this request. However I have now complied with all your requests far beyond what you would reasonably need to make a payout of my remaining balance so can you please finally proceed with this.
.

Posted on August 11, 2018

Dear STEHA101,
Thank you for submitting your online banking information.
This is to inform you that your documents are currently being reviewed by our team. Once we transfer your funds, we will email you and notify you here as well.
We kindly ask you to bear with us for a while as this will not take too much time.

Once again, Thank you for your time and consideration.

In case you have questions, feel free to contact us.

Best regards,

betcart

Posted on August 12, 2018

Dear Betcart,
Are you transfering funds to Neteller or my bank account?

/Stefan

Posted on August 16, 2018

Dear STEHA101,

Thanks for reaching out.
At the moment, we are facing technical problems with Netteller, therefore we will proceed with your withdrawal through bank transfer.
Thank you for your time and consideration and we apologize if apologize for any inconvenience caused.

We remain at your service in case you have any questions.
Best Regards,

betcart Team

Posted on August 17, 2018

Dear Askgamblers,
Please keep this issue open until I can confirm that I have received the funds.

Thank you,
Stefan

Posted on August 21, 2018

Dear STEHA101,

This is to inform you that your case is being finalized by our team. Please bear with us for a while as this will not take much time. Once we proceed with your withdrawal, we will email you and notify you here as well.

Thank you for your time and consideration.

We remain at your service in case you have any questions.

Best Regards,

betcart Team

Posted on August 22, 2018

I will await your confirmation of deposit.

Thank you,
Stefan

AskGamblers
Posted on November 15, 2018

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on November 15, 2018

Dear betcart,

It has now been almost 3 months since you acknowledged that you had all the information needed to make the payout. You last reply was on October 10 that I would be getting my payment within the next week. I have asked for updates on the issue on Nov 5 without any reply from you and would ask you to finally resolve this matter.


Regards,

Stefan < surname removed >

AskGamblers
Posted on December 24, 2018

This complaint has been reopened as per Betcart Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on December 25, 2018

Dear Ask Gamblers Team,

Thank you for reopening the case.

As we have already announced the full amount has been refunded to the Customer.Please also be kindly informed that we received the confirmation from user regarding the successful transfer via email to our Support Team.

We are looking forward to hearing from STEHA101 , to make sure that all participants are aligned.

In the meantime we will be happy to assist with any further questions or queries.

Best Regards,

betcart Team

AskGamblers
Posted on December 25, 2018

Dear @steha101,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on December 25, 2018

I han confirm payout to my neteller account and consider this resolved. Big thanks to askgamblers for assisting in this issue.

Sincerely,
Stefan

AskGamblers
Posted on December 25, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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