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Betfair Casino - 1950 skrill withdrawal never received as well as 249 trustly deposit not arriving

UNRESOLVED
Complaint Info
Disputed casino Betfair Casino
Reason Declined payment
Amount € 2199
Posted on August 20, 2020

Dear sir/madam,

After 4 years of being a loyal customer, unfortunately it seems Betfair is turning rouge on their customers.
On the 11th of August I made a deposit using their “Instant” deposit service Trustly. For 249 euro’s. This payment had the following ID: 2538116405. It never arrived, but did show up in my transaction history on Betfair.

I’ve spoked to many people in their customer service chat, as well as with several managers which all admitted to Betfair having issues with Trustly and assuring me that I wasn’t the only one with this problem. They assured me to be patient and that the issue would get resolved. It had happened twice before several weeks, so I was patient and was confident they would resolve the matter. Unfortunately though, today the deposit was also deleted from my transaction history. After speaking to customer service I was simply told “you never deposited – there’s nothing we can or will do for you – you have to contact Trustly.”.

Right before posting this message I have sent Trustly a message, so hopefully I’ll be receiving a response swiftly. How-ever, I do want Ask gamblers to be aware of these problems since I doubt Trustly is the problem here due to the following reason:

Next to the deposit problem, which has now occurred three times. I’ve also encountered a withdrawal problem. On 2020-08-14 at 00:07 I have made a withdrawal of 1950 to my Skrill account. After waiting for 5 days I decided to ask customer service why I hadn’t received my withdraw yet in time and was simply told it got denied without any particular reason. I was told the withdraw would be reversed and I had to withdraw again, also stating that It might get denied again since it was denied without reason (and thus nothing changes when I make another try at withdrawing. This essentially results in an endless loop in which I don’t receive either my deposits or withdrawals.

Personally, after being treated very rude by customers service (note; I wasn’t too pleasant myself – but I always get generic copy paste messages and missed thousands in arbs/bonuses due to their broken promises which aren't compensated for at all after paying thousands in commissions). I’m not convinced I’ll ever receive my money back from this company.

I can prove everything I spoke about with screen captures / bank notes etc. If anything is needed – please tell me where to send it to and I’ll make sure it’s being dealt with accordingly.

Also, Betfair, if you’re reading this: please do the right thing and make the refund. I need the money and I rely on the reliability of the betting exchange for my livelihood. You’re the only constant in the betting world, so please make sure you stay constant and do the right thing and make your loyal customers whole again.

Thank you very much in advance,

Kind regards.

Posted on August 20, 2020

Great news - finally I got my deposit today. I still haven't received my withdrawal, but the deposit is in so we're 50% there. I'll keep this thread updated.

Posted on August 20, 2020

Good news. The withdrawal was just reversed and the 1950 euro's was once again added to my Betfair balance. I'll be trying another withdrawal today. If it's successful this case can, fortunately, be judged as a success!

Kind regards.

AskGamblers
Posted on August 20, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Posted on September 8, 2020

Unfortunately I have once again run into trouble with Betfair. Several weeks ago I filled an official complaint here on Askgamblers, explaining how my deposit of 249 and my withdrawal of 1950 euro's both were not being put through.

After weeks of haggling on the phone, as well as customer service line; they finally put through the deposit. Naturally, That meant that there was now more money (the withdrawal money, alonside the deposit). The withdrawal got cancelled, according to Betfair and refunded into my Betfair account without reason, or notice via e-mail/any other method. My account was verified and all my withdrawals since 2016 had come through without problem, so I was drawing a blank. I tried again and made 3 consecutive withdrawals worth 1750 in total.

A little more than a week ago I received an e-mail from Betfairs customer service manager claiming the problem wasn't theirs, but once again was a problem with payment provider Skrill/moneybookers. I directly gave those a call and they kindly explained to me what the problem is.

Apparently, when I created my skrill account I had used another secondary e-mail adress, which I now have no more acess to and which I don't use anymore. My current, primary e-mail (which is used for askgamblers, my Betfair account AS WELL as my Skrill/moneybookers account) is thus my original e-mail account to which withdrawals should be sent.

I notified both Betfairs customer support manager as well as their customer support employees of the problem and both told me to get behind in the qeue. Well the thing is; I've been in the qeue and having to investigate every single problem for the past month myself and Betfair has done nothing to send me from A to B back to A, without paying out a single euro.

Right now, all I ask from them is this: Reverse the payment and send it to my primary Skrill adress so that I can finally cash out from your service and move on with my life. There is currently 2192 on my account. As we speak I can't even use the money to play through my bonus playthroughs with other bookmakers. Betfair has cost me 2 months of income which as caused me very serious financial problems.

Dear Askgamblers Staff,

Please speak to Betfair on my behalf and ask them to fix this withdrawal line for me as soon as possible. I don't know what else to do at this point but speak to legal/middlemen such as yourself, but would hate to escalate this situation further.

I'm very grateful for your help. Kind regards!

Betfair Casino Complaints

  • 17 of 36 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 4,541 USD avg amount

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