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Betfair Casino - Confiscated my £3,150 winnings due to "business decision"

RESOLVED
Complaint Info
Disputed casino Betfair Casino
Reason Declined payment
Amount £ 3150
richystallard United Kingdom Message
Posted on February 13, 2018

I signed up to Betfair and made deposit of £200 and claimed there 200% welcome bonus of £400. I played my favorite slot machine Dirty Dancing and won £3150. This was fairly late on a work night so after telling all my friends and family about how much i won i went to bed. Next day i try to log in and my account has been closed. I call and am told to wait for an email. The email comes and asks for my ID to be sent and then my account will be reopened. I send my ID and then am left waiting 10+ days for them to then ask for me to send in a pic of me holding my bank card which i do straight away, Half hour later i get en email saying they have closed my account based on a " business decision " . They give me no other reason other than this. I have read the terms of there bonus over and over and i am 100% sure i broke no rules. How can a company just decide to steal peoples money because they get lucky and win! Outrageous! I have since called and emailed and all i get on the phone is they " we cant help you, you need to email the relevant department " and then when i email i get " its a business decision ".

Clearly they can not get away with this, this is clear theft!

Posted on February 16, 2018

Good morning,

We are sorry to hear that you have had a negative experience on the site and would like to look into this query further for you. Seeing as we will require asking you for account specific information, could you kindly contact us via Twitter - https:­//t­wit­ter.co­m/B­etf­airCS so that we can take a look for you? Please reference your AskGamblers complaint as the team have been made aware of your situation.

Regards,
Luke

AskGamblers
Posted on February 19, 2018

Dear Betfair Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on February 21, 2018

Good evening,

We cannot locate any account with the information provided and from what we understand the customer has not been able to contact us via another channel. Unfortunately as things stand there is nothing more that we are able to do from our end.

Regards,
Luke

AskGamblers
Posted on February 25, 2018

Dear @richystallard,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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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