I have been a customer of Betfinal since February 2017. My account was fully verified shortly after opening the account, and I have made some deposits and withdrawals during the 1,5 years I've played at Betfinal. Up until now always I have always been happy with the experience at Betfinal.
On August 18th 2018, I was invited to Betfinal Ultras, a "VIP club" promising quicker withdrawals, higher limits and some exclusive bonuses. I took up the offer of a Ultra reload bonus and played through the required roll over amount. After clearing that bonus, I made a few more deposits for other promotions they had running at the time.
On August 28th 2018 I submitted a withdrawal of 27259 SEK (apx €2600).
On August 31st 2018 I tried to log in to my account to check on the progress of the withdrawal, but was not able to log in. Instead I was met with a popup informing me: "Access denied. For more information, please contact Customer Support"
I asked them what this was about and received an answer on September 1st 2018:
We have now investigated your account and withdrawal, and we have decided to temporarily close your account for futher investigation due to breach of our terms and conditions.
We will notify you by email as soon as we have reached our decision.
The Betfinal Fraud Team"
Then another mail on September 7th, 2018:
"We are still investigating your account, and your account will stay temporarily closed for further investigation until we have reached our decision.
We will notify you by email as soon as we have any more information.
Have a great day."
Since then I have not heard anything back from Betfinal, even though I have sent them several emails during the last month asking for clarification and updates on my case.
Asking for your assistance on this case,
Thanks in advance.