Complaint #29 BetHard Casino

Will not pay out winnings of 20.000 NOK

By ontop

7 years ago

I have been a customer at Bethard for a while, but on the 16.4.2019 I made a deposit with my Visacard, like I always have done. The result in the end, was a winning of 20.000,- NOK. But when trying to withdraw the 20.000,- NOK, I was told after several emails, that the option for withdrawals had been changed since I made a withdrawal at the 21.3.2019 to my Visacard in Norway. There has never been any problem doing withdrawals before, but now this option has been removed, and I did not know, was not informed of the change by Bethard. The only way to withdraw now, is by Skrill, Neteller or EcoPayz, and I do not use them. If I had knew this on the 16.4.2019, I would never had made a deposit, but Bethard changing options withouth informing customers, as other providers of Casino do, did put me in this terrible situation. Now I have an account at Bethard with 20.000,- NOK, but I cannot get hold of them. I asked if it was possible to do a banktransactions, which is no touble at all, but Bethard will not pay me the 20.000,- NOK.

Disputed Casino BetHard Casino

Reason Declined payment

Amount kr20000

Discussion

AskGamblers

• Support Team

7 years ago

Dear @ontop,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

BetHard Casino

• Representative

7 years ago

Hi Ontop,

We have been doing our best to assist you with your withdrawal to the best of our current options. As always we are looking for options to increase the payment methods available for our customers so that everyone can use the option they prefer.

As of right now the previously mentioned methods are available for you in order to get your winnings and as soon as anything changes we will make sure to let you know.

Best Regards,
Bethard

ontop

7 years ago

Bethard is writing in their answer that they should have given information about the changes they were forced to make, and that is what all this is about. This situation would never occured if Bethard had informed their customer in Norway about the the changes they made in payout options between 21.3.2019 and 16.4.2019. Bethard know the market, they know how their customers in Norway have problems with moneytransactions against foreign bookmakers. It is not the customers that are to take care of how moneytransactions problems are to be solved, when Bethard accept customers from Norway, Bethard must provide transactions methods that are working, and they have been doing that until recently, but now this problem have come up in full strength, and Bethard say they cannot bring any soulution to this problem. I am not able to understand why, and when sending an email to their funder and CEO about this issue, I get no reply.
Bethard is only answering all the time that e-wallet is the answer. But that is too easy. Other providers of sportsbetting and casino online against Norway have options that work fine, why cannot Bethard use these options? This problem has been reported to MGA as well, and I am waiting to see what comes out of how MGA is looking at this issue. Again, money locked in my account at Bethard is no good, but I am waiting for Bethard to solve this problem, I am sure they can!

BetHard Casino

• Representative

7 years ago

We're sorry that this has caused you frustration but unfortunately it is out of our hands. There is no possibility for is right now to offer payouts to you through any other methods than Neteller, Skrill, or Ecopayz.

In retrospect if we would have known this would cause such a hassle on your end, we would have made sure to inform you about the changes that we we're forced to make. At this stage we can't do anything else than apologize for this and try assist you in the best way possible for you to get your funds.

If there was a chance we could payout your winnings through the card you used or your bank account, we would happily do it but unfortunately that is not a possibility at this stage. Can you please get in contact with us and we will do our best to help you open an account with the e-wallet of your choice (Skrill, Neteller, or Ecopayz).

Regards,
Bethard

BetHard Casino Complaint Stats

Resolved 22 / 23

Avg. Amount $7,664

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

BetHard Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 17 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

BetHard Casino Complaints

See all complaints for this casino

Verification issues with the card I no longer use

Bethard refuses to pay out my winnings for 10103sek. They have payed out 5000sek to me for a week ago. I have got my credit card that I have used verified but now they want me to verify a credit card that I am not longer use and not have used since first of July.

I have sent them documents on request that shows that the Card is inactive. But they are still not satisfied. Now they want me to send them a picture of the Card with my name on and I cant do that since the card not longer exist. But they still demands me to verify this card that have nothing to do with the winnings I have made now. Before this week I have not played there since July. I have also received a payment in July when the card was active. I have never encountered this before and it feels that they just trying to delay the payment.

Resolved

kr1,010

Delayed payment of 13500

I won 13568.28 euros from betting with a deposit of 3000 euros and tried to withdraw the money. Documents and everything was ok. Well, the withdrawl had been 72 hours and I went to ask why it wasn't approved, so they announced a manual review. I went to ask many times on the chat why there has been no message, I also sent an e-mail, always the same answer "we will send a message to speed up the review and the next day it should be ok" well, I've been waiting for 2 weeks now and I've been asking, always the same answer.

Resolved

€13,568

Bethard Casino - Refusing to pay without any explanation

Hi,
I requested a withdrawal with Bethard nearly 4 weeks ago now. Haven't received a penny.
Every time I ask them in livechat or via email what is going on, I receive a standard reply saying they will get back to me once the relevant department has sent an update.
My account is fully verified so I have no idea why it is taking so long.

Unresolved

€3,356

USD 260 Deposit Not Credited

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

Resolved

$260

Delayed payment of 255000 SEK

Hello Team,

In my Case, Delayed Payment of 255 000 SEK for more than 10 days and I am questioning the intent of BetHard Team. They want to Spoil the fun of customer and make customer suffer for withdrawal

Chronology of Events

1st April start Playing

3rd April Lost 13 000 SEK

3rd April Hit big in Some Hands got 259 500 SEK

3rd April - Initiated Withdrawal

3rd April - Asked to Get Verified

4th April - Submitted all the Document and Got Verified with 7 Hours

5th April - Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - Unclear on why it is Delayed (1st Chatbot based Reminder)

6th April - Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - Unclear on why it is Delayed - Requested for Escalation (2nd Chatbot based Reminder)

7th April Followed up on withdrawal status with BetHard Customer Support (on Chatbot) - was told I am under Routine Check up - No timeline is given (3rd Chatbot based Reminder)

8th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - No timeline is given (1st Email Reminder)

12th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - No timeline is given (2nd Email Reminder - 8 Days delayed )

12th April Followed up on withdrawal status with BetHard Customer Support (email ) - was told I am under Routine Check up - Asked to Verify the phone number - I confirmed Phone number - No timeslot for call is given (3rd Email Reminder - 10 Days delayed )

Now am questioning the intent of BetHard Team They want to Spoil the fun of customer and make customer suffer

Resolved

kr255,000

BetHard will not process withdrawals 30000 CAD stuck

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.

Resolved

$25,000

Delayed payment of over 80000 CAD

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.

Resolved

$80,000

'Random security check' ongoing for 1 month

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.

Resolved

Delayed withdrawal on second time

Hi,

I sent documents over a month ago and my account was fully verified and I got my withdraw, all good this far.

Second time I tried a withdraw 3 weeks ago, they keep asking additional documents. I send them all and my account was fully verified again.

I still havent got my money even though I contacted support several times...

Resolved

€3,069

Delaying my payment

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.

Resolved

kr65,301