Complaint #11 BetHard Casino

Not paying out

By Scarlet N.

8 years ago

I got an email with a 50% bonus up to 1000 NOK.
then i made a full deposit on 2000, making my account to be 3000 NOK.
so i made some bets and won. suddenly my account was 11 700 nok, after few hours.
i was so happy, this is the first time i have made a big win like that.

further i checked my account, that my bonus was finished.
still so happy with my winnings.

before i stopped i tryed out casino, and my luck continued.
after finishing playing my account was up in 14 000 nok, making winnings to be 12 000
my biggest win ever!!

so i made a withdrawal on everything

next day
i try to login, a message comes up says my account is blocked
i contact support, they say bethard needs to make a security check.

this is 11 days ago
they have not done anything
and i have contacted them so many times

I find this extremely unfair, dishonest and highly unproffessional.

i will never let them steal my winnings like this
right now i dont know what to believe, i thought bethard was a serious company.
i have made deposit there once in a while, mostly losing
then when i finally win, this is what they do

Disputed Casino BetHard Casino

Reason Delayed payment

Amount kr14000

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

betwoman

• Norway

8 years ago

After the phonecall, it ended as a happy ending.
ALL my winnings came to my bank account today.
Finally I can celebrate my winnings....YIPPI :d

BetHard Casino

• Representative

8 years ago

Good afternoon Scarlet, hope all is well!

After reviewing your case it´s sad to hear that you´ve experienced cashout issues with us. Normally we always aim to process all payments within 15 minutes.

In your specific case we needed to verify your account through a phone validation, however your phone number wasn´t in use anymore. After you provided us an alternative number we tried to get hold of you again, but without any success.

For us to proceed with your cashout we´d require for you answer our phone call and our caring CS team will be of your assistance from there.

Best regards,
Oscar

betwoman

• Norway

8 years ago

Answer from bethard:

I apologise for the delay in the pay out of your withdrawal. However we noticed that the number stated in your contact details is invalid.

Please note that according to our terms and conditions it is your responsibility to keep you account details up to date.

2.2. An individual applying for registration warrants and represents that any information provided by it in its application form is true and correct. The individual has full responsibility to keep all account information updated at all times. Bethard will not register an account on behalf on any individual and, where an individual has already been registered, Bethard will cancel that individual's registration as a player if it becomes aware that individual has provided false information when registering as a player.
https://www.bethard.com/en/terms-and-conditions

I made an account with them last summer or something.
after that I have changed my phone-number.

If they find this as a fair rule towards customers, then they can go ahead.
If customers have to be aware of every little thing - ONLY when they make a withdraw, but NOT after losing money.
is not important to update the phone-number as long as you lose, but when you win, then is damn important.

So, if bethard want to have a reputation of putting traps, and shitty rules on customers, they can go ahead,
but I will "honor" them real well out there on the web.

I still find this as stealing money, and I will not stop before I have all my winnings.

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