Ag Awards

Betsafe Casino - Concerted effort to recover withdrawals

Complaint Info
Disputed casino Betsafe Casino
Reason Verification issues
Amount $ 1585
Posted on March 16, 2020

I opened an account here sometime ago but recently actually tried to game here. I verified my account before making any deposits. Made multiple deposits using etransfer, muchbetter, credit card and prepaid credit card.

I was able to accumulate and request withdrawal for 1585. 1000 via muchbetter and 585 via bank transfer. Was told to take a time out for 24 hours and they would be processed in that time. I contacted support to get a status update and they then advised they wanted verification of deposit methods. The customer rep sent me an email but it was from Betsson, citing verification request for betsafe. I explained that my account was on timeout and I replied with attachments of proof of deposit methods. They requested bank statement for one account and pictures of credit cards. I sent back statement, pictures of my personal credit card, and advised that the other cards were all prepaid. They all had the same bin number registered for vanilla prepaid. I got an email some time later from Betsson advising me that my account was now verified. This was perplexing because Betsson never asked me nor did I ever inquire about verifying my account there again. So I contacted betsson asking them about the confirmation of verification and they tell me they had received my reply to the betsafe reps email and accordingly verified my deposit methods.

My time out period expired sometime later and betsafe have still not processed my withdrawals, citing that the cards for which proof of ownership was not submitted needed verification. So I explain that they're prepaid and my withdrawals should be processed as the 24 hour period has lapsed. They still do not verify my account. I contact support over the course of next 24 hours inquiring about my account about 5 times, and they advise me each and everytime that the prepaid cards need to be verified and then conversation ends with them acknowledging they were prepaid and information will be forwarded. So I can clearly see theres no interest in honoring my withdrawals and I end up reversing my pending withdrawals.

I believe there was a concerted effort to recover the withdrawal and not verify my account. How did betsson receive my docs destined for betsafe and betsson then used these documents to verify my account. If the request came from betsafe via betsson and i got confirmation that account was verified then did betsafe improperly hold off on processing my withdrawals in the Hope's of recovering the money? Or did not take precautions to prevent my docs from being examined by a third party my consent? Or is betsafe skirting regulations in operating betsafe and betsson as one and the same. If the email requesting verification came from bettson but it was the same employee from betsafe, then this raises some real issues for me. Furthermore, they have no gave me a call back along with providing fictitious email addresses that bounced back.

I believe there no intention to verify my account while they willingly accepted my deposits. They have failed to verify me in the stipulated time period. I would like either be paid out the original amounts that were requested for withdrawal, or I would like to have my deposits returned as there a clear repudiation of their obligations in our agreement or understanding. Please see attachments for further proof.

Posted on March 19, 2020

Within hours of reversing and spending the pending withdrawals, they verified my account. Absolutely absurd and unethical practice.

Posted on March 20, 2020

Dear @Premegst,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on March 20, 2020

This was a concerted effort by this operator. I have raised an issue with the MGA due to the unethical practices of this operator. They refused to verify my account or even take note of the issue with their request until the time out period I request expired, my withdrawals should have been processed in that time. They sought to stall that process by repeatedly asking for verification of prepaid cards. But that demand suddenly disappeared when there was no more funds to pay out.

So yes, the funds were spent but this grievance still needs to be addressed because this was a tactical, unfair and unethical practice, which is in clear contravention of their own policy to verify in 24 hours. It took them 5 days to verify my account and without good reason.

Posted on March 23, 2020

Hi AskGamblers,

I am happy to assist player if he has questions about the account verification or needs any help from us. But I do not believe that there is a matter to resolve here.

No withdrawal was cancelled or rejected by us. Any cancelled withdrawal was done by the user himself and as per his request the money was credited back to his account balance upon cancelling it.

Customer was asked to provide documents in order to verify his account. This is in line with our account verification process and explained in our terms. Requesting a timeout does not remove the need to verify the account.

I also want to mention that we offer a wide selection of timeout options longer than 24 hours. As well as the possibility to do a new timeout once the previous one has expired.

Kind Regards,
Alex - Customer Service Manager

Posted on March 23, 2020

What im suggesting is that you guys manipulated the process. You knew there was a time out period requested to resist any risk of reversing withdrawals, so on a balance of probabilities, if you had delayed the process of verifying you would increase the chances of recovering money to be paid out. Your failure to verify is not substantiated, because ultimately i was verified in the absence of the documents you guys insisted on receiving in relation to a prepaid card. As a result, if the winnings are not going to paid out, at the minimum betsafe should be responsible for any deposits i have made with them. This flows from their failure in verifying me in the time frame stipulated in their own guidelines. This was not a mere delay, nor was it reasonable. This was a concerted effort on the operators part to put off verification, as mentioned this is substantiated by them ultimately verifying me but only after no withdrawals were pending any longer.

If a player was to initiate a deposit to an operator, then calls the credit card company and tells them to not settle the payment until he directs the company to do so. and then wins a large sum of money and accordingly directs the credit card company to release the funds. Do you think the operator should be entitled to confiscate the money won? I think they should because the player never had the intention of paying the deposits until he was sure that it would be in his interest to do so. The situation at hand with betsafe is the same. They tactically hold off on verifying. Once the withdrawals are spent, they complete verification. The only reason the demand for the documents pertaining to the prepaid cards was dropped was because they no longer had to pay any money out. They probably anticipated that they have probably lost my business as a customer as well. This behavior cannot go unsanctioned. It erodes the faith of the player in the online operator ecosystem when they pull shady stuff like this. The losses here are not significant, maybe a couple hundred bucks. The issue is if this goes unchecked, when someone is screwed down the line there is clear redflags for the behavior this operator is exhibiting.

If betsafe could kindly provide a unequivocal determination in whether they are going to rectify this, I would appreciate that.

Posted on March 24, 2020

Dear @Premegst,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please be informed that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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