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Betsafe Casino - Account with 2058eur balance closed without any information


Complaint Info

Disputed casino

Betsafe Casino
Posted on December 9, 2023


I created account in betsafe in november and deposited there 1234€ over skrill, after winning 800€ betsafe requested verification on my account. I sent them my driver license photo, skrill account screenshot, gas bill, electricity bill, and 2 selfies with driver license in hand.

When I wanted to log into my account today I got error to like my password was wrong.

I've contacted live chat support what happened to my account because the password was for sure correct and I got told terrible information that my account is closed but they don't have any information with reason of that.

Betsafe just closed my account with balance of 2058€ (1234€ deposit) without any reason or even informing me about my account closure, support can't provide me the reason of account closure.

I did not violated any ToS in my mind, everything they asked from me for verification they got, I don't really understand this situation and it is a pure theft in broad daylight.

Posted on December 11, 2023


My name is Roger and I am the Betsafe Customer Support Manager.

Allow me to apologise for this, however I do need to point out that as can be seen in the chat and also in emails with our support, you have been clearly and repeatedly informed the the relevant department was actually reviewing your case.

This said, I wish to refer to our email with reference 231211-003703 where I can confirm that you have indeed breached multiple Terms and Conditions, namely:

8.3 Whilst we understand that mistakes and typos happen, if we find the information given at the time of registration to be incorrect, this gives us the right to close Your Account and keep any applicable funds in it. Likewise, if you fail to pass any personal identification verification procedures we will also close your account and withhold any winnings.

20.1 If we suspect that you have breached these Rules, we may refuse to open, suspend or close Your Account. We may also withhold any money in Your Account (including the deposit) and set off any money or damages due to us against the money in Your Account.

These can be accessed directly from site: https:­//w­ww.b­et­saf­e.c­om/­en/­ter­ms-­and­-co­ndi­tio­ns#­wha­t-w­e-c­an-do

I can also confirm that based on the above Terms breached any winnings have been withheld and will not be paid out.

Finally, always referring to the above email, should you wish for an independent review we have supplied the officially appointed ADR contacts for you.

I understand that this was not the outcome you were hoping for, and I do wish to add that I am very sorry to have share such communication, however I do need to clarify that the evidence and documentation is absolutely and totally unequivocal and in clear breach.

Hope this helps clarify.


Betsafe Customer Support Manager

Posted on December 11, 2023

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betsafe Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.