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Betfair Casino - Account closed and winnings withheld without explanation why

UNRESOLVED
Complaint Info
Disputed casino Betfair Casino
Reason Account closure
Amount £ 2500
Funnyfluff3 United Kingdom Message
Posted on September 25, 2018

Hello,

I am having issue with a casino called Betfair so I really hope if I will be able to clarify what is happening with your website since they decline to give me any information on my account. Around 3 weeks ago I saw a promotion for a deposit bonus from them and decided to make account and try my luck. I played some slots and won then I saw that I need to complete a wagering requirement - I did that and ended with 2500 GBP total cash in my account. What happened next is really disturbing - when I completed their verification procedure in order to withdraw my winnings I received the following e-mail. :

Hi .......

Thanks for getting in touch.

Your initial deposit of £100 has been returned back into your card ending in 6981.

The funds should credit the account within 2-5 working days.

Unfortunately the Account Security team have informed us that the account will remain closed and the balance retained.

I do apologise for any inconvenience caused.

Thanks,

Kristina

Betfair Customer Service Management

When I saw this e-mail I have send couple of messages to them requesting information what is the reason for closing my account and I received this:

Hello .........,

Unfortunately we are not under any obligation to discuss the reason behind the closure, or to refund any winnings, as per the terms and conditions that you agreed to upon creation of the account.

Thanks,

Account Security Team
Betfair

Helpdesk Tel: 0344 871 0000
Ireland Tel: 1800 944 000
Australia Tel: 1300 238 324
International: +44 203 059 8888

I really feel devastated after reading this e-mail and I think it is not fair to not even sending information about the closure of my account and it is not ok to just confiscate people's winnings like this. I will appreciate if you can help me with this case.

Posted on September 27, 2018

Hi there,

Unfortunately as explained in the emails you received, we will not be able to discuss the reason for this closure. Your initial deposit should be refunded within the specified timeframe in the email pasted above. If this does not come through within 5 working days please let me know and I'll have a look into it for you.

I however, will not be able to comment or assist with anything further due to the nature of the closure described.

Apologies for the inconvenience.

Kind regards,
Andrea

AskGamblers
Posted on October 1, 2018

AskGamblers Complaints Team is awaiting Betfair Casino team to provide the required information.

Funnyfluff3 United Kingdom
Posted on October 2, 2018

Hello,

As I see the other complaints here at Askgamblers it seems that this is common practice for Betfair casino to just close customers accounts without any explanation. I also read now that the UK Gaming Commission just published a set of new standards designed to help customers get their complaints dealt with so let's see for how long this casino will continue with this behavior. For sure I will file an official complaint to the relevant authorities in case we don't solve this issue here and I advice everyone who is victim of such practices to do the same.
For those interested here are the links:

https:­//w­ww.g­am­bli­ngc­omm­iss­ion.go­v.u­k/P­DF/­201­8-0­9-2­7-A­DR-­fra­mew­ork.pdf

https:­//w­ww.g­am­bli­ngc­omm­iss­ion.go­v.u­k/P­DF/­con­sul­tat­ion­s/F­air­-an­d-o­pen­-co­nsu­lta­tio­n-r­esp­ons­e-A­ugu­st-­201­8.pdf

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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