Verification issues with the card I no longer use

Hello. I Made a deposit of USD 260 with Neteller method, did not receive any money. chatted with a person who said I had not completed the entire transaction. Neteller says it is guaranteed that they have sent the money and that bethard has received them. I have print screens on the entire payment but bethard opposes this as well.

I attach all the mail history with Bethard supports

Hi,

I initiated a few withdrawals from BetHard that have not been processed for over 2-3 weeks now. I have reached out to their support several times and each time I have been told that my request has been sent to the appropriate team. However, for a couple weeks straight, there has been no action on the withdrawal and the BetHard support team cannot tell me why the process is not being processed.

Bethard has taken over 10 days and has not processed my withdrawal.

On April 23rd I started my withdrawal, after which they asked for verification. That same week I provided everything that was asked, selfie with ID, ID, and e wallet statement and profile screenshot.

Since then Bethard has never contacted me about my withdrawal. I've only received responses that I had to ask for from live chat which could not tell me the status of my withdrawal.

I have had a withdrawal of winnings from bets that has been stuck on the site for over 1 month. The site says the all my documents have been verified a month ago, customer support says 30 November. (as seen in chat transcript) I have been trying to get information from the sites many times but the answer has always been either "random security check" "routine security check" or "standard random security check" and they kept saying they cant give me any more information and that i have to wait. And that same process has been going on for weeks with no new information what so ever.

Hi, I was playing at bethard casino over a month ago and won.

After that I asked for a withdrawal and received an e-mail about kyc.

I sent in all the requested documents and got fully verified.

I have still not got my money even though I contacted support several times and they keep saying that they will pay out my money.

The disputed amount is 65301NOK but I could only ask for a withdrawal of 40000NOK and still have another 25301NOK on my casino account.

I will attach our mail conversation here along with this complaint? And please contact their support for a chat transcript.

To whomever this may concern:

My name is Colton. On January 23rd 2021 I signed up for Bethard.com under email address < removed >. Within a few hours of signing up I won some money and requested a withdrawal of $12,000. I uploaded the 3 required documents right away and within 7 hours my withdrawals were processed and money was deposited into my account.

On February 22nd 2021 I signed in and deposited some money and hit a few large wins. I decided to stop playing and requested a cash out of $86,000. I was under the impression this should be quick like the last time. Unfortunately, it was not, about 18 hours later I received this email.

“Hi Colton, I hope this email finds you well. Due to regulatory reasons, we must ask you today to provide your source of funds. We require this information in order to ensure that you are gambling within your financial comfort zone. Once this has been uploaded and verified your withdrawal will be checked and processed. Therefore we would like to ask for the following: Source of Funds A screenshot from your bank account showing your last 3 salaries arriving in your bank account. Kindly note that your name must be visible in this document to be validated. Source of Wealth Your last 3 wage slips, or sources of a regular income. You can do this by navigating to our website under “Accounts” and “Verification”. For your convenience, you can click on the link here you log in to your account: https://www.bethard.com/en/account/verify Should you have any further questions, please do not hesitate to contact us again.”

I submitted those documents with 25 minutes of them requesting them.

Since this point, I have gotten zero updates. Every time I write support an email I get responses like below.

“Hi Colton,

Thank you for your quick response. I have reviewed your account and you have successfully uploaded these and these have joined a queue to be checked and processed Should you have any further questions, please do not hesitate to contact us again. “,

“Hi Colton, Thank you for your reply, Unfortunately, I can not give an exact timeline for this process, usually, this can take 0-48 hours. Thank you for your patience and cooperation in this matter. Should you have any further questions, please do not hesitate to contact us again. “,

“I hope you are well.I can see that your ID, Proof of Address, Bank Statement, and one document under "Other" has now been approved, but one document under "Other" is still waiting to be reviewed by our security department. It's usually reviewed within 24 hours. You always receive a confirmation email once they have been reviewed”,

“Hi Colton, Thank you for contacting us. Your account is still being reviewed by the relevant team. Unfortunately, we do not have a time frame at the moment on when the process is complete, but I assure you that it will be done as soon as possible. “

The above responses are what I was receiving about 2 times a day for the past 10 days. I informed support I would be submitting complaints if I did not hear an update within 24 hours….

I gave them over 48 hours and these were some of the responses I got

“Hi Colton,Thank you for your email. Your account is currently under review, an update has been requested from the relevant team. You will be contacted with an update via email. My apologies for the delay.”,

“Hi Colton, Thank you for your email. I hope you are alright. I have requested an update right now. I will let you know as soon as we get an answer. Meanwhile, I wish you a great day! Best regards,Michael “,

“Hi Colton,Thank you for your email. I have reviewed your account and can see that the payments team has escalated this and they are waiting for a response, as soon as they respond we will contact you via email. Sorry for any inconvenience caused. Should you have any further questions, please do not hesitate to contact us again. Best regards, “

As you can see, there has been no resolution, I have waited a long time now. I have been through this process before with a few other online gaming sites and this is by far the longest and biggest headache. I have not received 1 update within 10 days. I am starting to get the impression that BetHard will not be paying me my winnings and they are just pushing me off.

If any documents are required, please let me know and I will provide them. I have tons of proof of my wins, bets, emails, everything.

Thanks in advance

-Colton