Complaint #75 Betfred Casino

Refused withdrawal for no reason

By Dianeward1981

3 years ago

If the was a zero star ⭐️ that would be it. So I opened an account with betfred only last night. I depoist £500 in total and was luck to have won and got it up to £2300. So I withdrew £2000 and left the £300 in to have a play with. When I woke this morning couldn’t get into account as was saying there was an error. So rang there number so and was told point blank the account was closed and the funds that I had withdrew had been cancelled. I asked why and no reason was giving. Will be taking this matter further because is it a total disgrace.

Disputed Casino Betfred Casino

Reason Declined payment

Amount £2000

Discussion

AskGamblers

• Support Team

3 years ago

Dear Betfred Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Betfred Casino Complaint Stats

Resolved 4 / 12

Avg. Amount $2,671

Avg. Complaint Duration 7 days

Avg. Response Time 4 days

Betfred Casino Complaints

See all complaints for this casino

No withdrawal and account locked

Withdrawal of £600 made 29/10/22 also had active balance of over £400. Later that day account locked. Since then I have revived zero communication from site and no withdrawal received. Have contacted site multiple times to be told it’s with a different department and unable to help. Feel after this long with no communication or the withdrawal being received is totally unacceptable. No one at the site will advise or help with this matter.

Unresolved

£600

Withdrawals cancelled, verification delayed

Withdrawals cancelled 20th November. Met deposit thresholds that warranted a review of my account, all requested documents submitted and received, review started on the 29th of November. Management review started on the 6th December and has been in this state since

How has Betfred not completed its legal obligations as to release my £9,500 withdrawals. As stated in the terms and conditions

Resolved

£8,500

Withdrawal and payments

Good morning Askgamblers,

I recently decided to play on Betfred website and casino. I had recovered my loss and decided to several of withdrawals. I have made 3 different withdrawals of £3606, £430 and £255.20 In total : £4291.20 I clearly read t and c stating that processing payments to leave Betfred takes 48 hours from the time of withdrawal made. I managed to chat to Chloe B,Jonathan C and Amy A-B on chat as Betfred has no call centre open due to covid and do not respond to emails. Amy (Betfred) said your account is fully verified and the process of payments will be completed on the 15/06/2020 at 1am as withdrawals were made on the 12/06/2020. I tried to explain that I faced this problem last week and had to wait more than 72 hours just to process payments. The agent declared few times problems have been rectified!!!

I was patient and waited til yesterday as 48 hours was up, on chat waited for one hour and chatted to Johnathan and he stated the same!!. I had the same problem last week and I don’t understand what is going on, the agents on chat said back log payments have been rectified!! The website does not show anything indicating all withdrawals are processed. I would therefore need this matter resolved immediately.

Resolved

£4,291

Withdrawals delayed beyond the advertised payment with frames

Good evening askgamblers,

I recently decided to play on Betfred website and casino. I had recovered my loss and decided to several of withdrawals. I have made 4 different withdrawals of £1674.80, £400, £436.80 and £306. In total : £2817.60. I clearly read t and c stating that processing payments to leave Betfred takes 48 hours from the time of withdrawal made. I managed to chat to Josh B and Johnathan L on chat as Betfred has no call centre open due to covid and do not respond to emails. Josh (Betfred) said your account is fully verified and the process of payments will be completed on the 10/06/2020 as withdrawals were made on the 8/06/2020. I was patient and waited til today and went on chat waited for one hour and chatted to Johnathan and he stated the same!!. The website does not show anything indicating all withdrawals are processed. I would therefore need this matter resolved immediately. It is easy to take people’s money but why is it a problem to pay back as stated on t and c’s.

Resolved

£2,818

Locked out of my account after I'd made a withdrawal request

I have been a member and active depositing player at Betfred for More than 6 months and today I requested my first ever withdrawal of the reasonably small amout of £200. To say I am both enraged and highly offended by this response would be an understatement! Around an hour after submitting the withdrawal request i decided that, seen as I still had £100, that I would log in and play while awaiting the 'pending' withdrawal to be sent. Entered log in details and was met with a response telling me my account had been blocked. Naturally, I jumped straight onto live chat to ask the rep why? He told me that I would have an email explaining all. So logged into AOL and my inbox and was instantly offended at the emails subject header: "BETFRED FRAUD DPT. FULL DOCUMENTS REQUEST!" The email itself which clearly implied by its title that I was a criminally motivated player didn't was simple proof of ID and or Age like most or all other casinos would, no no, Betfred email demanded not one, not two, not even three, but demanded FOUR documents wanting proof of everything other than my shoe size! Here is what the email from BetFred said (I am copying and pasting direct and have not altered nor edited anything to favour myself in any way what-so-ever and the only edits I have made is where my personal details may be seen): "Dear Customer, In the interest of responsible gambling, we carry out regular checks on all accounts and we are sorry to say we have had to suspend your account temporarily." Now anyone who wants to try and argue the point that this does not clearly imply they suspect and think I am a criminal involved in fraud is not going to convince me of this because the way they word it clearly does imply I am a Mafia Boss from one of New Yorks Crime families who is using Betfred to lander money. . . to the tune of two hundred quid! (Bit of an exageration there but you get the idea.) The email indirectly accuing me of Fraud went on: "IN ORDER TO SPEED UP THE PROCESS OF RE-OPENING YOUR ACCOUNT, PLEASE FOLLOW THE INSTRUCTIONS BELOW CAREFULLY 4 DOCUMENTS REQUIRED (1) A clear copy of your passport - displaying your picture and passport number in full (or Licence or Birth Certificate) (2) A clear copy of a recent Utility Bill showing the address that you have registered In addition, we will accept Bank Statements, Rental agreements, Council Tax invoices or Mobile Phone accounts (3) A clear copy of the FRONT of your card(s). (Please block the middle 8 digits for Internet Security) (4) A clear copy of the BACK of your card(s) (sign the cards, block out the middle 8 digits and 3 digit security number)" Give it another year and betfred will have 6 requirements I would suggest with the fifth & sixth DEMANDS being 5. Please supply us with copies of you fingerprints. 6. We have sent out a cotton bud to the address listed, plese swab yourself and send you DNA back to us. Please note we cannot pay winnings based on a partial DNA Profile so be sure to send your full Genetic makeup. . . or else!" Now see Betfred are extremely amusing to me in the respect of their security and anti-fraud detective team are there instantly with guns drawn protecting the company from fraud but only doing so when it's the company having to give money over to you the player! Now Betfred have made a gig song and dance specticle of their most strict policies and dedication to stopping fraud occuring and yet when I was depositing mone time and time and time again into their business (Ok, when I was depositing in other words) then its the strangest thing because the Swat team always on stanbd-by looking out for Organized Crime Figures likemyself to come along and launder two hundred quid through their company were nowhere to be seen. I was depositing at my own free will and pace and these deposit police at Betfred allowed my to do this for months. Now see if I were A Cynically minded man, which I am, then I would suggest that if they really were concerned to the point of being paranoid about someone defrauding them then they would jump in and block the account of a depositing player who was deposting much funds at their business and lock that account until further proof be aquired. This is the same company remember who accuse you of fraud, then inform you that they are alleging you are a criminal because they have your best interest at heart. Yes they have an interest alright, in being as abslutely awarkward as possible and trying to deter you from withdrawing or outright refusing the w/draw request itself and before anyone tells me they are not being deliberately frustrating and making my withdrawal as difficult and drawn out as possible and suggests this is their desire to stamp out fraud then I will respond with "Yes but stamp out fraud of the withdrawal kind, depositing fraud is fine as they don't care who's depositing with whoevers card because it's cash arriving at their feet so who cares how it got there and by what means? Betfred say they cannot pay out in-shop and over the counter for wins online because they are acting in line with a anti-money laundering set of guidelines. I went in store today and had the rep. working there repeat this garbage to me also so I responded sarcastically "That's good then, you don't want to become a rouge and irrisponsible casino giving out cash to clients such as those two non-law abiding outlets called Ladbrokes and Coral Casino's Respectively." I told her I pay and deposit at both of these brands via debit card and/or UKash Vouchers every week and if I win, I simply walk into one of their shops, give my account log in etc and they then ask how much I would like to withdraw on the spot, I then tell them a figure and they give me that amount in Cash. It's absolutely outragous they are this irrisponsible and give their players as many options as they can to make it easier and more player friendly to get access to cash that they are rightly entitled to! I mean Heaven knows why these two Companies are the No. 1 & 2 on the UK's gambling market when they have these types of payout options available. Anyway, the thing that has pee'd me off the most is being disallowed access to my account to play the £100 plus I had left in the gaming wallet. The summing up of Betfred as pr my own personal experience with them as an online casino is: Don't bother using or playing at any of their online platform's as they will sit back and allow you to deposit as much cash as you like without a question asked or one ID document requested. When you request to withdaw ten pence from them then the Swat Team will appear and you will be told your being arrested and your account detained untill you can show at least for reasons and proof thereof as to why they should believe you are not a Defrauding little S*it who is trying to con and launder such huge sums away from them. If you want my advice if your looking to play at a UK Based Brand then it's either Ladbrokes or Coral Casino without doubt.

Unresolved

£200

Betfred Casino declined my withdrawal and took £4650 out of my £6959

Okay so I am fairly new to online casinos and saw the offer of deposit 10 get 60 to play with by betfred. I do this and gradually work my way up to £6959 which i could withdraw. The following day i receive an email saying i breached their terms and that they voided £4650 of my balance. I was not made aware that i was breaking rules and they took so much from my winnings as i am sure i had around £3000 when i completed the wagering requirement

Unresolved

£4,650

I didn't recivied my money!

I've had my betfred account for well over a year but never got round to playing on the site untill recently, throughout various days i made some small deposits then i decided to make a larger deposits (did not receive any bonus that way i could just play with my own money knowing i could cash out whenever i wanted) on friday 22/08/14 i logged off for the night with just over £1750 in my account, then when i went to log in on the Saturday my account was blocked so i spoke to live chat for them to tell me to check my emails as they had sent me one, please find below the attachment of the emails sent back and forth, it is now monday night and i still have no funds paid back to me to reply to my emails nothing! i've tried to contact live help only for them to disconnect me! in all my net deposits where just under £1600 so in my eyes they have stole my money as this was purely my own money.

This will be the last email i send in the hope that maybe someone will have the decency to reply!! I have still not received my funds of £1750 into my paypal account and i want to no why as its clearly sated below these would have been in my account on saturday!!! Now lets get one thing clear these are not winnings these funds are my net deposits so really in the eyes of the law this is theft!! If i have not heard anything back by close of business today 25/08/2014 i will have to choice but to make a formal complaint to the license holder

I am still waiting on a response from the last email I sent the details are below, so if someone could get back to me to explain why the funds are still not showing in my paypal account.

nixxxxxxxxx@xxxxxxxcom

-----Original Message-----

From: nixxxxxxx

To: Alan.McKay

Sent: Sun, 24 Aug 2014 0:24

Subject: Re: I.d documents

My funds have still not arrived, si could someone please tell me why there not in my account as i was told they will be in my paypal account by close of business and it is now 00.22am. It clearly states in the below emails that i will have them but nothing in my paypal. So i would appreciate for someone to email back as a matter of urgency thanks.

nixxxxxxx@xxxxxxxcom

-----Original Message-----

From: Alan McKay

To: nixxxxxxxx

Sent: Sat, 23 Aug 2014 16:30

Subject: RE: I.d documents

The paypal account that is registered on your Betfred account that you have been using to deposit with.

Please note that no further correspondence will be entered into

Regards,

Betfred

From: nxxxx@xxxxxcom [mailto:[email protected]]

Sent: 23 August 2014 17:24

To: Alan McKay

Subject: Re: I.d documents

So how will you know what paypal account to use when putting funds into my account?

[email protected]

-----Original Message-----

From: Alan McKay

To: nxxxxxxxxxxx

Sent: Sat, 23 Aug 2014 16:20

Subject: RE: I.d documents

Unfortunately it only appears as Paypal on the account. It does not specify a name

From: [email protected] [mailto:[email protected]]

Sent: 23 August 2014 17:18

To: Alan McKay

Subject: Re: I.d documents

Can you confirm tome what paypal account details you have for me

nxxxxxxxx@xxxxxxxcom

-----Original Message-----

From: Alan McKay

To: nxxxxxxxx

Sent: Sat, 23 Aug 2014 16:17

Subject: RE: I.d documents

Dear Nicola,

The payment process is updated at various intervals and will be paid to your Paypal account before the close of business today

Betfred Fraud Dept

From: [email protected] [mailto:[email protected]]

Sent: 23 August 2014 17:13

To: Security Docs

Subject: Re: I.d documents

What paypal details do you have for me as my paypal is not showing any funds being paid by betfred???????

[email protected]

-----Original Message-----

From: Security Docs

To: nxxxxxxxxxx

Sent: Sat, 23 Aug 2014 15:54

Subject: RE: I.d documents

Dear Nichola,

As I previously stated the money has been sent back to your payment method. Your account will remain closed due to a breach of terms and conditions we no longer want your custom at Betfred so you will be unable to log into your account as it is permanently closed.

Kind Regards

Lee

Fraud Analyst

| Fax: (00350) 2162- 2264 | [email protected] |

Description: http://content.betfred.com/signature/worldcup/gibraltar/worldcup-email-signature_01.jpg

Description: Betfred

Description: facebook

Description: twitter

Description: linkedin

From: [email protected] [mailto:[email protected]]

Sent: 23 August 2014 16:45

To: Security Docs

Subject: Re: i.d documents

So can i log back into my account < removed > to play??

[email protected]

-----Original Message-----

From: Security Docs

To: nxxxxxxxxx

Sent: Sat, 23 Aug 2014 15:41

Subject: RE: i.d documents

Dear Nichola,

I can confirm that your accounts will remain closed due to the amount of duplicate accounts made and incorrect details used. We will however grant you the winnings on your account. If you are to create any more accounts they will be closed and you will not be entitled to any winnings.

Kind Regards

Lee

Fraud Analyst

Unresolved

£1,750

BetFred Casino not giving a promised bonus

Betfred suck! on Tuesday they sent me an email saying opt in and deposit 5 pound on rainbow riches, get 5 pound the next day to play. Well after not receiving my bonus I have sent them 5 emails. I have used twitter I know it's only 5 pound but its not the point. They have not emailed me back once to tell me whats going on with my bonus. I've only had emails for more matched deposit bonuses like I'm going to trust them? The Internet is full of bad reviews for betfred. I have a account with all the big sites betfred is by far the worst! I would avoid at all cost if they can't even stand by there own offers, thats worth a fiver how can they be trusted?

Unresolved

Betfred Casino Withdrawal cancelled

I had £20000 i won fair so i go to withdraw this money, I see this as pending so i thought its fine after having made previous withdraws with betfred. So i go to play for Fun on Mini roulette, only to notice after i come of i have been using my money i withdraw and lost the lot. I am absolutely annoyed with this and after i speak to someone online says they can only do somthing the next day. How this appeared back in my account and they said they have no trace i have no idea. I would never of touched this money cause its alot. Now what happens? No compensation or help and they just put my money back in my account or cancelled my withdrawal only to notice im playing with my real money when i thought i had nothing in my account when it was pending withdrawal!

Unresolved

Withdrawal cancelled

I had $8000 on pending withdrawal which i won fair and they cancelled my withdrawal so i played it down they simply put the money in my face and in front of me to play so i played it which i didnt wont to play my winnings thats why i withdraw it if they did not cancel my $8000 withdrawal i would of not played it i would like to get my $8000 withdrawal back and into my bank account i told them about the problem and they gave me $500 with wagering for the stuff up i really dont see how $500 with wagering fixes the problem they no they are in the wrong for cancelling my $8000 withdrawal thats why they gave me $500 with wagering for nothing twice i really wont this problem sorted out my user name is spm88 so please talk to the vip team and try to resolve this issuse and they took $261 out of my bank account extra they done double deposits a few times which i spoke to them and they said hey would call me back and they never did i thought betfred was more professional then they have been to me please try to get back to me asap cause i think i got done wrong by as a player and throwing my winnings of $8000 back into my account to play it cheers regards tomo

Resolved

$500