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Betfinal Casino - Site "temporary unavailable", blocked 30.000 SEK

REJECTED
Complaint Info
Disputed casino Betfinal Casino
Reason Casino offline
Amount kr 30000
Posted on January 16, 2019

In late December I tried to log in to my account and it said the following message:
"Temporarily unavailable Your country is:SE Please contact support on helpde­[email protected]­bet­fin­al.com for more info."
I emailed and got response in 20min. It has now been almost a month and I still cannot log in. I have around 30 000 SEK in my account so I sent email again a week ago to Betfinal but haven't received any answer.
What should I do?

Posted on January 18, 2019

Dear VILLEGAMBLER,

We understand that you are not satisfied, but unfortunately due to changes in regulations, Betfinal will no longer be able to offer it´s services to players living inside the EU. Due to the high amount of affected accounts, we have significant delays in our email replies.We however have by now contacted all players with open request. You should have received an email with all instructions informing you how to register your withdrawal.

We apologise for this inconvenience and will process all outstanding withdrawal request as soon as possible.

Kindest Regards,

Betfinal

AskGamblers
Posted on January 22, 2019

Dear @villegambler,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware 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.

AskGamblers
Posted on February 13, 2019

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.

villegambler Finland
Posted on February 13, 2019

So I requested to open this complaint again because after all this time Betfinal answered me about my money in the account. I got an email telling me that my winnings are void and they are going to pay me my initial deposit. I find this really weird when the reason was that I had bet over 100€ when I had my bonus, it didn't affect my bonus in any way and afterwards I contacted the customer service where they didn't say anything about my money would be void after that. And now when I have won lot more they just tell me they are not going to give me my money what I have won.

waiting for your response here because you don't answer me anywhere else.

Sincerely
Ville

Posted on February 14, 2019

Dear Villegambler,

Kindly note, that the first issue had nothing to do with second complaint you have posted now in the same thread. However, we are happy to provide further details about this matter here. For further presentation of evidence, we kindly ask you to send us an email with your written consent that we may share your sensitive account information with AskGamblers.

Kindest Regards,

Betfinal

Posted on February 14, 2019

Hey,

I have now sent you my written consent to share my necessary information.

Posted on February 15, 2019

Dear Villegambler,

We have received an email from you and replied already yesterday. Unfortunately you have not given your consent to share your account information and therefore we kindly ask you to review the email and send your written consent.

Kindest Regards,

Betfinal

Posted on February 15, 2019

Dear Villegambler,

Kindly note, that the maximum allowed stake for our Sports-Welcome-Bonus is €100. You have placed multiple bets exceeding this max stake by far. This is a breach of our Bonus terms and therefore your generated winnings are void. Usually we would have rolled back your transactions and re-credited your bonus so you can try again. But since our site is no longer available for customers residing inside the EU, we have refunded your deposit.

Kindest Regards,

Betfinal

villegambler Finland
Posted on February 15, 2019

Hey,

I do know that I did place bet with over 100€ bet and was really suprised when it did’t affect my bonus in anyway. So afterwards i contacted your customer service where I was told that there is no problems with that and I just have to bet with maximum of 100€ from now on.

Because you told me in that I can continue playing with my money and did not say a word about my winnings being void . And because my over 100€ bet(s) did’t affect the bonus in anyway I think you should pay me my winnings and all my money.

It is really weird that you didn’t tell me this when I contacted you and had still all my money as bonus but now when most of my winning are fairly played real money, you tell me that I have violated your rules. This is what I find really weird.

Posted on February 15, 2019

Dear Villegambler,

We have reviewed all communication and do not see any conversation where you have been informed that you may bet above the limitation. In fact our support team has advised you that the maximum allowed stake per bet is €100. Kindly note also the following term of our Terms & Conditions:

- The maximum allowed stake while a bonus is active is €100, unless otherwise stated.

And since you have exceeded this limitation, your winnings are void.

Kind Regards,

Betfinal.

Posted on February 15, 2019

I didnt say that I was told that I can bet over 100€, Im saying that I was told I can continue playing even tho I had bet over 100€. Could you post the conversation here?

Posted on February 15, 2019

Dear Villegambler,

This was not communicated also. Kindly review the Terms of Bonus. You have clearly played against the rules and therefore the case is clear and the decision is final.

Kindest Regards,

Betfinal

Posted on February 15, 2019

Could you just post the conversation here?

Why was I not informed when I asked about my betting that from that minute all my future winnings are void?

Posted on February 15, 2019

Dear AskGamblers,

we have now provided all facts to this case and would kindly ask you to decide. Please let us know if any further info is needed.

To sum it up: The player Villegambler took our Sports Welcome Bonus and placed several bets with stake exceeding the maximum allowed stake.

Term: - The maximum allowed stake while a bonus is active is €100, unless otherwise stated.

He was never informed that he may exceed the maximum allowed stake. If any different info has been given we request the player to present such evidence.

As result, we have forfeited the winnings and refunded his deposit.

Kind Regards,

Betfinal

Posted on February 15, 2019

Dear Villegambler,

In case we would only void the bets that have exceeded the maximum allowed stake, your outcome would be negative. Hence there have not been any winnings generated after you have exceeded the max stake.

Winnings of 3350SEK have been generated while 4000SEK were lost.

Therefore the info regarding big winnings after playing against the rules is also not correct.

Kindest Regards,

Betfinal.

Posted on February 19, 2019

But why was I not informed about my winnings being void even when I contacted customer service?

You say that usually you would have re-credided my bonus and let me try again, but I contacted you and you did not say a single thing about my winnings being void.

AskGamblers
Posted on February 19, 2019

During the course of the complaints process it became clear that this case is referring to Sports Betting and has nothing to do with casino related matters. Moreover, the player violated Betfinal Casino Sport Bonus Term #8:

The maximum allowed stake while a bonus is active is €100, unless otherwise stated.

As per the AskGamblers Casino Complaints Service Guidelines https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines,  we are dealing only with casino related complaints and therefore, we have no other choice but to Reject the case. We would like to remind the player that further assistance on this matter could be requested from the relevant regulatory body.

AskGamblers
Posted on August 26, 2020

During the course of the complaints process it became clear that this case is referring to Sports Betting and has nothing to do with casino related matters. Moreover, the player violated Betfinal Casino Sport Bonus Term #8:

"The maximum allowed stake while a bonus is active is €100, unless otherwise stated."

As per the AskGamblers Casino Complaints Service Guidelines https://www.askgamblers.com/complaint-guidelines,  we are dealing only with casino related complaints and therefore, we have no other choice but to Reject the case. We would like to remind the player that further assistance on this matter could be requested from the relevant regulatory body.

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