Complaint #22 Betfinal Casino

Unfairly closed account and confiscated withdrawal of 19,304 SEK

By Kristina B.

7 years ago

Message on forum

Hello!

The 25 of august i made a deposit of 2 000 SEK (approx 200 Euro) through Skrill with the bonuscode SPIN1 and i recived a bonus of 100%.

I carefully read all the terms before i became a member at the casino, and i also carefully read the welcome bonus terms before i started to play with my bonus.

I started to play my favorite Netent slots Ghost pirates and Bloodsuckers and i followed all the rules of the terms and conditions.

I succeeded to wager the wager requirments of the bonus and after that i had 19 304 SEK on my account.
I requested a withdrawal of 19 304.

The 31 of August i still had'nt recived my withdrawal so i wrote a mail to Betfinal.

Here is what i wrote in the mail:

"Hi

it has been several days since my documents been verified and i made my withdrawal. But i have not get my withdrawal yet despite that it has gone several days. And i want my profit now! Can you speed up the process?

Regards xxxxxxxx"

And i recived this reply the 1 of September:

"Dear xxxxxxxx xxxx,

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.

Kindest regards,

The Betfinal Fraud Team"

After that answer i tried to log in on my account at Betfinal, but it was closed.

The 7 September i recived this mail

“Dear xxxxxxxx

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 e-mail as soon as we have more information”.

The 21 of September i recived this mail:

"Dear XXXXXX,

Thank you for your patience.

I am happy to inform you, that we have now closed the investigation of your account. We could see, that you have a third partie operated, or Multiple account and therefore we have cancelled your bonus and all winnings along with it.

We have credited back your deposit to your Betfinal account, so you can request a withdrawal of the remaining funds.

We hope you are still having a great day.

Please do not hesitate to contact us again if we can be of assistance for you.

Kindest regards,

Chris"

I dont even understand what they are accusing me of!?!? I dont have any multiple accounts and what does even third partie mean?
What the casino is accusing me of is only fantasy. I want my winning of 19 304 SEK. I have asked them for proof but thet dont want to send my any.

Here is the last mail that i recived from them:

"Hi XXXXXX,

Thank you for contacting us.

We were happy to inform you the investigation was closed.

However, we are not happy with how it turned out, nor the evidence we have found. Please feel free to contact whoever, but we will not send you any evidence directly, as we do not want this kind of fraudulent activity improved.

Please let us know if there is anything else we can help you with in the future.

Have a great day.

Kindest regards,

Andrea"

I havn't made anything wrong, so i dont understand why the casino has confiscated my winnings, and wont even send my any proof of what they are accusing me of!

Thanks for helping me Askgamblers,

Disputed Casino Betfinal Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Betfinal Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Betfinal Casino

• Representative

7 years ago

Dear Blomman92,

As mentioned before, we have provided Askgamblers with the evidence we are holding and the details, which link you to multiple accounts and the abuse of our Casino Welcome Bonus. Kindly note the following points of our General Terms & Conditions:

4. You may only register once as a customer with us, and only manage one player account.
You are not permitted to register again using another name or another e-mail address.
In particular, you are not permitted to register third parties, even if they give their consent in that respect.
This also applies, among other things, to friends and relations. You are not permitted to sell, transfer or acquire your account.

5. You are not allowed to open any duplicate account, using the same address (postal or IP) or device.

And in this particular case also this point of our Bonus Terms is considered:

10. All bonuses are limited to one per person, per household, per device or per IP unless otherwise specified. Players who create multiple accounts will not be permitted to withdraw their bonus or winnings.

Kindest Regards,

Betfinal

Betfinal Casino

• Representative

7 years ago

Dear Blomman92,

We have now provided the evidence to Askgamblers in private. Unfortunately we are unable to share this information on the forum because you have not given the permission to share it here.

Kindest Regards,

Betfinal

Blomman92

• Sweden

7 years ago

I have already given you permission to send sensitive information to Askgamblers in private, and Betfinal is more than welcome to provide non-sensitive evidence here in the thread.

Betfinal Casino Complaint Stats

Resolved 11 / 16

Avg. Amount $1,870

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Betfinal Casino Complaints

See all complaints for this casino

Blocked account and not responding to emails

Had my account blocked for logging in from my work computer that had to be on a VPN and completely stopped communicating with me. I have emailed numerous times to try and get paid the $19,700 balance that I have in the account to no avail. The terms (section 1.6) do not clearly state that use of VPNs are not allowed and unless used to access their site from an illegal country or to mask your current actual location which is not the case for my account at all. My account has been fully verified, including my proof of residence. This is just another Curacao book that will look for any reason not to pay legitimate winners. It's a great site if you are looking to just go casually lose some money but if you win don't expect to be treated well and you absolutely run the risk of not getting paid.

Please see below for the only mention of VPN service in their terms:

6. Access to certain Services on the Website may not be legal for some or all residents of or persons present in certain countries. We do not intend that the Website and Services be used by persons in countries in which such activities are illegal. It is the Customer’s responsibility to make sure to not use a VPN, proxy or similar service that masks or manipulates the identification of your real location, or by otherwise providing false or misleading information regarding your location or place of residence. Betfinal.com reserves the right to ask for proof of address from clients and to suspend their account until satisfactory documentation is provided.

I am located in the province of Saskatchewan in Canada, which is a legal country. I have never tried to access Betfinal (or any other web site for that matter) from outside of Canada. The VPN service on my work computer was a forced security precaution because I worked for a Financial Institution and was forced to work from home during a pandemic. I have adhered to all their requests and answered all their questions honestly, yet they have blocked my account, stolen my legitimate winnings, and refused to answer my emails.

Unresolved

$19,700

Account restricted and they do not even reply to my mails anymore

My account is restricted since a long time without any reason. They asked many documents from me including my id card, selfie with id card, bank statement, salaries pay slip etc. I have sent them all. Now they don't reply to my mail. I go to live chat, the officer gives me a mail address to contact them, I sent mail but they don't even reply! I would like to get the help of Askgamblers to gain the access of my account and get my funds. I didn’t even win much. Only a few dollars.

Resolved

€798

Closed account without a clear explanation

At the end of September casino sent me strange email asking to explain the "connection with other accounts and game tactics". I was surprised by that but I calmly explained that I have only one account with username DanPro. Also I told them that I played my favorite game "Jackpot 6000" till I started loosing there and decided to change the game. Is it illegal? I has been waiting for casino to reply for 2 weeks (my account is blocked) and today they sent email about my account closure because I have more than one account!! I am really mad now as the accusations are ridiculous and are just the reason to void my winnings. My full amount of win is 3289.25 EUR. I have attached screenshots of emails from casino for your convenience. Please review them and help me to return my win.

Resolved

Refusing to cooperate for a withdrawal

Betfinal casino emailed me encouraging to to sign up with them using a different username and the $ currency and they would offer me their welcome offer again.
I went ahead and took them up on their offer, signed up and after a couple of deposits using my VISA I ended up with a balance of close to 2000$.
I had my account verified within a day or two and went ahead and requested a withdrawal back to my Visa.
The casino told me the the withdrawal failed, so I tried requesting a wire transfer. I was told that the wire transfer option is only available for customer having an IBAN which is not something we have here in Canada.
They then told me the have a strict return policy and that the only option would be to pay the money to my VISA.
I called my bank and they told me that they do not accept payments to the VISA and if I wanted to receive a payment they would need to wire the money directly to my account. They then gave me all the information the casino would need to wire the money to me.
I relayed the information the bank gave me to the casino and the told me that if I didn't enable my Visa card they would only be able to refund me the deposit back and keep the winnings.

I need help in having the casino pay my winnings out to me. Please Ask Gamblers, can you get in touch with the casino and ask them to offer ANY alternative? I've cooperated with all their requests so far but I do not know what else I can possibly do.

Resolved

$2,000

Delay Payment

BetFinal Delay Payment.
Hello, I won 500euro at slots on Betfinal Casino, made withdraw request on 30.06.19 and still didn't get my money, support don't answer my emails, here is the screenshot of transaction history, i uploaded all documents but didn't receive any reply from them. I hope you will help me to get my money.