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Betcart Casino - Closed my account and now delaying payment of almost 60k for over a month

60 hours left for Djet74 to respond.
posted on January 11, 2018.

Hello!

My Betcart account has been closed in the beginning of december due to country restrictions, no problem with that. As I cant log in I dont know my exact balance, but it should be something around 57-60k. I never had the chance to request a withdrawal and on my mails the answers are always the same (your balance is safe, we are processing your request etc.). if it takes a week i wont complain, but as this is going on for a month now I am worried about my money.

I hope this could help me somehow as I am really desperate and dont want to lose this money.

posted on January 15, 2018.

Dear Player,

We are sorry you have experienced such difficulties with your payout.

We are looking into this for you, please bear with us as will revert shortly.

If you need any further assistance in the meantime, you are welcome.

Best Regards,

betcart Team

posted on January 15, 2018.

Well, thats what you have been telling me for a while now.

I would like to have some concrete answer, WHEN will you send me this money?

I appreciate your answer, but please give me more detailed information on the reasons of the delay and on the expected day of payout, as I am in urgent need of the money (and been waiting way too long).

AskGamblers
posted on January 18, 2018.

Dear Betcart Casino,

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

posted on January 22, 2018.

Dear Player,

Thank you for your reply.

We have transferred your case to the relevant department and it is being investigated.

Please stay in touch with us for further clarifications.

Thank you for your time and consideration.

Best Regards,

betcart Team

posted on January 22, 2018.

You told me more or less the same one week ago. How long does it take you to "investigate the case"?

My account has been locked now for over 6 weeks...

posted on January 26, 2018.

Dear DJET74,

We are sorry for keeping you waiting , however , we need to make sure the security of our customer's is on the highest level.

This is the main reason why it takes time. Please rest assured that our Support team will update you shortly,once the investigation is completed.

Thank you for your patience.

Kind Regards,

betcart Team

posted on January 26, 2018.

Can you please inform me what exactly you are INVESTIGATING about?

I've heard that people are already getting paid while until now you still didnt even ask me about verifying my details or giving you my bank account data (I assume you wont be paying out on Skrill), so I have all the right to be the doubtful.

posted on January 30, 2018.

Dear DJET74,

By investigation we mean that your details are being checked and verified by the relevant team.

Please note that in process of verification some additional documents might be requested.

As you could already been convinced all our users are being paid after a successful verification, hereby we kindly ask you to follow the instruction of our support department.

We will do our best to finalize your case as soon as possible.

Thank you for your time.

Best Regards,

betcart Team

posted on January 31, 2018.

How are you checking my details if you dont have any of my documents yet?
In my opinion these are all excuses to gain some time (I dont know what for though...).

PS: I am NOT convinced that ALL of your users are getting paid, I said I've heard of some, many others still waiting according to some forum.

AskGamblers
posted on February 4, 2018.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Betcart Casino management will soon jump in with an update on this complaint.

posted on February 7, 2018.

Dear DJET74,

Thank you for your reply.

All the documents that you have sent us are being checked both new and old copies.

We would like to inform you that your new documents are being reviewed now and our Support team has already informed you accordingly to your email address.

Please bear with us until your account is being validated.

Thank you for your time.

Best Regards,

betcart Team

posted on February 7, 2018.

I am waiting...

posted on February 11, 2018.

Dear DJET74,

We have received your information.

Your documents are being checked by the relevant Team and we will get back to you shortly after having a result.

We are sorry for keeping you waiting. However, once we have any updates you will be immediately notified to your personal email address.

Meanwhile please bear with us for any further questions.

Please also note that some additional documents might be required until your account is fully verified.

Thank you for your time.

Best Regards,

betcart Team

posted on February 11, 2018.

Another month gone since I opened this complaint. Just saying.

posted on February 15, 2018.

Dear Player,

Thank you for following up.

Our Support Team has contacted you to your personal email address. We kindly ask you to check your email.

Meanwhile, we will be glad to assist you in case you have any further questions.

Kind Regards,

betcart Team

posted on February 16, 2018.

Ok...

"We kindly ask you to allow us some more time for investigation , as the amount of your request is high and we would like to make sure that all your funds are secure."

What does that mean?
Other people are getting paid a few days after they verified their account while I have to wait for weeks just for verification.

"Make sure my funds are secure" , what are you trying to tell me? Send me the money and the funds will be secure on my bank account!

I understand that the amount is high and maybe you could have problems with paying that, but at least show some sign of willingness to pay and pay out in a few steps maybe. But just letting me wait for no reason is unfair.

posted on February 20, 2018.

Dear DJET74,

We have investigated your documents and we need some additional information to be provided from your side. Our Support Team will contact you shortly for the missing information.

We will be glad to proceed with your request right after your account is successfully verified.

You can go ahead and ask for any update over Customer Service department at any time.

Best Regards,

betcart Team

posted on February 20, 2018.

You have been checking my documents for over 2 weeks now and now (again right before the time-frame ends) you come here and say you need some other documents. Didnt you know that before? Again, a typical time-wasting move because you are not able to pay.

You never answer normally on concrete question but always hide yourself under some copy+paste answers. I offered you to pay step-by-step, but you ignore all of this and just try to win more time by requestion some new documents (whatever it will be, Ive sent you enough already)...

10 weeks gone, still no money here...

posted on February 23, 2018.

Dear DJET74

We are sorry to hear your experience and understand your frustration, however we would like to keep you assured that the verification process is done first of all to insure the security of your account and your balance.

The necessity of additional documentation is arising during the process of verification. We have informed you about this for several times and mentioned that additional documents might be required during the process of validation until your account is successfully verified.

We would like to thank you for providing us with the requested documentation and inform that we have sent all the information you have provided to repeated examination.

We will keep you updated regarding the result, however if you will have any questions or need any help just remember that we are only an email away from you.

Thank you for your time.

Sincerely,
betcart Team

posted on February 23, 2018.

Just for documentation: Have been asked to send 2 different selfies holding my passport. Sent them and waiting now again.

posted on February 27, 2018.

Dear DJET74,

Thank you for your reply.

We have received your documents and are following up on your request with the dedicated team.

Our Support Team has also updated you on this to your email address.

Please bear with us for any further updates.

Best Regards,

betcart Team

posted on February 28, 2018.

Still waiting for them to be verified. Day 5.

Soon entering month 4 of total waiting.

posted on March 4, 2018.

Dear Djet74,

Please be kindly informed that the process of validation of your documents and verification of your account is the main issue behind the delay.

Our agents are finalizing your case now and we will inform you regarding the result shortly.

In the meantime, please feel free to contact us for further information requests.

Thank you,

Sincerely,

betcart Team

posted on March 4, 2018.

So now you have been checking my documents for one month and my 2 newly taken selfies for 10 days. Incredible.

If you'd at least be honest and tell your customers that you are having financial problems and the withdrawal will take XY weeks more. But all you do is wasting time with some requests. Its not a coincidence that you always answer in the last hours of your time-frame on this site, its because you are playing on time. Thats not correct.

posted on March 8, 2018.

Dear Player,

This is to inform you that your account is being investigated by our Risk Management Team.

We are looking into your account and will inform you regarding results.

Please stay in touch with us for further information.

Best Regards,

betcart Team

posted on March 8, 2018.

No answer on my question again, just some bla bla like always.

posted on March 11, 2018.

Dear Djet74 ,,

We would like to assure that we from our side are doing our best to prevent any fraudulent activity and the security of our customers is at the highest priority for us.

We appreciate your time and pledge to help you satisfactorily resolve all questions and concerns.

However we have some new details coming up that must be investigated by our Risk Management Team.

If you have any other questions, please feel free to contact us.

Sincerely,

betcart Team

posted on March 11, 2018.

And again some bla bla. The only fraud here is your company not paying customers.

"New details", yeah, of course.

posted on March 15, 2018.

Dear Player,

We completely understand you frustration, however the situation is under control of our Risk Managers and we are aiming to inform you right after having the final result.

You can always reach us here or through the email. Our Support agents will be glad to answer your questions.

We hope to finalize the investigation as fast as possible, and finalize your request .

Thank you for your time.

Sincerely,

betcart Team

posted on March 15, 2018.

"You can always reach us here or through the email. Our Support agents will be glad to answer your questions."
...
Funny...you are not answering any questions at all, all you do is copying some random templates that every other clients gets aswell.

You got my documents a month ago and still there is no sign of progress in this case. Really disappointing, seeing that other customers already got paid and probably my amount is too high for you so you're playing on time. Its not a coincidence that you always answer in the last minute of the askgamblers timeframe...

posted on March 19, 2018.

Dear Player,

Please be advised that all the data you provided us with must go through the validation process. Some of your documents were missing or not accepted due to our verification policy, hereby you are asked to provide us with a new copies. After your identity was verified , our Risk Managers started the investigation of your account which usually takes a few hours.

However, there were some issues with your account that needs to be clarified before your payout

We are currently investigating the case, and will inform you regarding the result.

Thank you for your time.

Best Regards,

betcart Team

posted on March 19, 2018.

I dont know if I should laugh or cry. i sent you 5 documents over a month ago, your validition process therefore doesnt take "a few hours" but a few weeks. And there is 100% no issue with my documents, youre making this up again as you run of out excuses.

I am tired of this, this is the worst scam I've ever received from a bookmaker. I gave you enough time to solve this in a normal manner and I even offered you to pay me out by installments but you dont even react on what i write. Therefore I will start legal actions from now as this continous time-wasting leads to nothing. You're gonna hear from my lawyer in a few days.

posted on March 23, 2018.

Dear Djet74,

We completely understand your frustration.We will be glad to finalize your case as soon as we have a final confirmation from our Risk Management Team .

This will not take too much time and we will surely inform you on the result shortly.

Please bear with us for further updates.

Best Regards,

betcart Team

posted on March 23, 2018.

Your Risk Management team seems to be on holiday as they had more than a month to check everything.

My lawyer is already preparing the case.

posted on March 27, 2018.

Dear DJET74,

This is to inform you that your case will be finalized by our Risk Management Team in the next couple of days.

Once we have a confirmation your payment will be proceeded and sent to your bank account. At the moment they are working on your account as it is the top priority for us.

We apologize for any inconveniences.

Should you have any further questions, please let us know.

Sincerely,

betcart Team

posted on March 27, 2018.

My lawyer's letter is ready but if you say "in the next couple of days" I will wait for one more week until we send it.

posted on March 30, 2018.

Dear Djet74,

This is to inform you that the investigation of your account has been finalized.

Our Risk Managers confirmed that your account does not reveal suspicious trends and no signs of illicit activity were detected.

Hereby, we will submit a request to our Financial Team and your payment will be proceeded shortly.

Should you have any further questions, feel free to contact us.

Best Regards,

betcart Team

posted on April 2, 2018.

Been asked for my bank details 2 days ago and sent them. Waiting for my money now, hope this fill be finalized in the next days.

posted on April 6, 2018.

Dear Player,

Thank you for sending your details.

We have submitted a request to our Financial department and they are aiming to finalize it shortly.

Our Support Team will notify you right after the request is proceeded.

Please bear with us for further information.

Best Regards,

betcart Team

posted on April 6, 2018.

This is really annoying. How long does every step of you take? You submitted the request one week ago...I thought this was the week to finalize everything but I was too optimistic it seems.

AskGamblers
posted on April 10, 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 April 13, 2018.

Dear DJET74,

Thank you for your reply.

As per the last updates from our Financial department we expect your withdrawal to be proceeded within the next week.

We apologize for keeping you waiting for additional time and would like to thank you for your patience.

Best Regards,

betcart Team

posted on April 13, 2018.

Ok, 2-9 days left then...really curious if its done really or if you have some other excuse

posted on April 17, 2018.

Dear DJET74,

Thank you for your reply.

We are aiming to proceed with your transaction by the end of the week and you will be able to see your amount within the next week.

We will do our best to solve your case as soon as possible.

Our Team will keep you updated if there are any changes in the time frame.

Thank you for your time and patience.

Best Regards,

betcart Team

posted on April 17, 2018.

I dont know what you are doing or trying to do. What takes you so long? Why should there be any changes in the time-frame?

posted on April 20, 2018.

Dear Djet74,

We are sorry you have experienced such difficulties with your payout.

We are looking into this for you, please bear with us as will revert shortly.

Meanwhile we will be glad to assist you in case you have any further questions.

Best Regards,

betcart Team

posted on April 20, 2018.

And another week gone. Looks like the scam is on now...

posted on April 24, 2018.

Dear Player,

We completely understand your frustration and would like to apologize for keeping you waiting.

Please rest assured that we are following up on your case with our Financial department. As per the last updates your request is still pending, bu itt is on the top of our priority list. We will let you know right after it is finalized.

Please stay in touch with us for further updates.

Thank you once again for your time and consideration.

Best Regards,
betcart Team

posted on April 24, 2018.

This time you have overdrawn the bow, I have been patient for long enough time, now its over.

You will be contacted by my lawyer.

AskGamblers
posted on May 14, 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.

AskGamblers
posted on June 11, 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 June 11, 2018.

Second time that Betcart are re-opening this without writing anything. That makes no sense. My lawyer has been told that the first part of my money will be paid by the end of May, of course I got nothing yet.

posted on June 13, 2018.

Dear Ask Gamblers Team,

Thank you for reopening this case per our request . As we have already informed we are willing to get it resolved successfully for all participants as soon as possible.

Moreover, Dear DJET74 , we are glad to inform you that your first payment has been already proceeded.

Please check your bank account and feel free to let us know once you receive your payment.

We apologize once again for the delay and thank you for your patience.

Looking forward to hearing from you.

Best Regards,

betcart Team

posted on June 13, 2018.

I can confirm that I received 9987 EUR just today.

When can I expect the next payment to be done?

posted on June 17, 2018.

Dear Djet74,

We are glad to hear that you have successfully received your amount.

As we have informed , partial payments are realized on a monthly basis. Your next payment is scheduled on July but we will do our best to speed up the process as much as possible.

Please bear with us for any further information.

Kind Regards,

betcart Team

Betcart Casino complaints

  • 21 of 22 resolved
  • 3 days avg response
  • 3 weeks avg complaint life
  • 9,629 USD avg amount

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