Complaint #199 Betsafe Casino

I have been charged too much on deposits

By BigXgamers

3 years ago

Message on forum

Hello.

First of all; I'm fully aware of that both the casino/ casinos provider for deposits and withdrawal, and the bank can have their fees. But now I have made deposits to Betsafe the whole month.

In the beginning of February, a deposit on 2000NOK was 2005NOK total, wich is completely normally.

I'm used to the casinos taking some valuta exhange fees, and the total amount if often various.

Sadly all my deposits on 15th-17th February was charged a lot more than just the exhange fees. Here a deposit on 4000 NOK got the total amount of 4377 NOK. The even worse is that there was NO verification at all on my deposits, and I was fully charge without the possible way to accept/decline the transaction, which is something that should be able when it's in different currencies.

When i asked the casino about this, they started with blaming my bank, which here is Revolut. The best part about revolut is that they are saying how much the seller is taken, and how much they are going to take in fees. Revolut even use dynamic valutas, so they are using the real exchange rate at the moment.

When I tried to tell this to the casino, they told me that they haven't taken anything at all, but gave me 442 NOK back. This is a lot under what I have been payed.. I'm missing 2332NOK from all of my deposits in a period of three days.

As told earlier. In the beginning of the month the total amount was around 1-50 NOK over what i actually depositing, which is totally fine, but when its nearly 10% on some of the deposits, its to much. Even when I have no possible ways to decline it, and tell them about this.

I even tried with Mastercard, where they are charging me even in NOK. This was even HIGHER than using Visa. So when they were charging in the same valuta, the total amount was on 8110 NOK, when I was trying to deposit 7500 NOK.

The worst part of this experience is that there is absolutely NO verification when i do have enough on my bank account. But when tried on an empty one, the verification was coming, and here i could see that they are charging a lot more in different currencies, before my bank have something to do about it.

I'm therefore requesting my differences back, which is now on 1890 NOK (since they have already paid 442NOK)

The attached files is showing that this is just being happening the last week this month, and the support is declining that they have something to do about this.. Sadly its neither me or my bank who have taken those money.

Disputed Casino Betsafe Casino

Reason Other

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof 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.

Betsafe Casino

• Representative

3 years ago

Hi BIGXGAMERS,

As I have already clarified and you have confirmed, we have clearly operated in line with our Terms and Conditions, which you have accepted when registering and using the account.

The actual Complaint is therefore closed.

For the very last time I will answer these last questions as a courtesy although they are clearly beyond the scope of this complaint and I repeat, all covered by the Terms and Conditions I have quoted and therefore ACCEPTED by the customer.

1. This is obviously wrong, exchange rates are decided and managed by Banking and financial institutions, in no way do we have any say. This is pretty common knowledge.

2. That is also obviously incorrect, as customer mentions in point 1, it is not how this works.

3. As said, you are free to have your opinion, and blame whoever you wish, this is however irrelevant, as I have now clearly and unmistakably explained, we do inform that with payment transactions other parties might apply exchange fees and other charges, and by using our site this is known and accepted by the customers.

I have now answered the questions and will consider the Complaint responded and closed as it was confirmed by customer that s/he was aware and understood our Terms and Conditions of use of Site.

Regards

Roger

Betsafe Customer Support Manager

BigXgamers

• 2 reviews

3 years ago

I will add these questions once more, since it feels like its hard for you to answer on those.

1. You said that Betsafe have nothing to do with fees from provider, BUT there is betsafe who decides the exchange rate.. Why isn't the Betsafe i can accuse for fraudly behaviour here?

2. I Have read the terms and conditions, and when stated ""Any payments received in a currency other than the one chosen by you will be converted into the currency of Your Account at the exchange rate we choose. Also, any exchange premiums are payable by you."
Why is it still 610 NOK to much on a deposit NOK to NOK?

3. The most sadly thing is that you aren't willing to take any kind of blame, but proof of that my bank have nothing to do with it, is very weird. The third party/ payment provider, is chosen by you, and therefore it's fair for me to lay the blame on betsafe.

BigXgamers

• 2 reviews

3 years ago

Dear Roger.

Your answers are VERY vague, and not explaining your statements.

WHY are my assumption incorrect?

Why are you not answering my questions?

But you are totally correct that this isn't about your terms and conditions, but really under the category scam. I'm here giving full detail about everything i'm confronts you with, and the only thing i'm getting back is that this is incorrect?

Betsafe Casino Complaint Stats

Resolved 30 / 31

Avg. Amount $2,768

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Betsafe Casino Complaints

See all complaints for this casino

Delayed verification and rejected withdrawal

I started using Betsafe on 22.6.2024 when I deposited 1000 euros into my account, after that I generated some winnings and I withdrew my initial deposit of 1000 euros + 50 euros winnings (1050 euro withdrawal made 6.7.2024), the withdrawal that time was succcesful. I made another withdrawal of 300 euros 13.7.2024, that one also was successful. Now when I tried to make a withdrawal 30.7.2024 of 2002,99 euros, Betsafe wanted additional verification. Of course I have used betting sites before and I understand their KYC process, so I provided every document that they asked for. I sent in many documents (bankstatements, proof of income, etc.) so that they got exactly what they wanted, but it is all correctly sent in and accepted by Betsafe. Every document they have asked for, I have provided.

8.8.2024 I sent in the last requested document and I have now awaited any news since then. There have been no updates from livechat or email support and they are telling me that they are unable to help until the relevant department have reviewed the documents. I cannot understand why this verification is taking so long.
The requested withdrawal I made of 2002,99 (30.7.2024) euros has now suddenly been cancelled without any action on my behalf so now I am getting worried that there is something else going on.

I have given Betsafe a lot of my time and patience but now I am hoping that this forum might help me solve this case, so we can all move on with our lives.

Resolved

€2,003

Account verification done many times didn't receive my withdrawal

Good morning,

I have been having problems verifying my account for 2 weeks.

My account was verified correctly and I could make deposits/withdrawals.

After winning a large sum, there was a problem with my bank account and then with account verification.

I contacted customer service and had to send documents several times, when they wrote that everything was fine, the next day I received a message that I needed to verify my account and the answer was, please be patient.

And many times I received a message that the account was verified and then we asked for verification.

Resolved

Delay in getting my withdrawals

I am a first time user, profile verified but I am already having a frustrating and regrettable time using your betting platform. I initiated a withdrawal 48hrs ago and my bank account is still yet to be credited. Using your betting platform is nothing but a regret to me and I am beginning to think you guys are nothing but a scam. I will never introduce anyone to Betsafe and I am going to sue you guys legally if I don’t receive my money.

Resolved

$912

Betsafe Casino- My principal amount unable to withdraw

I’ve requested for my withdrawal (my principal amount )on January 12, 2023 and the withdrawals have not been processed yet. I’ve contacted customer support multiple times and all i’m getting an answer is relevant department is looking into it and they will contact me via email. However, it’s been 5 days and no one has sent me an email of why the withdrawals have been delayed. I’ve asked them to refer me to the manager and I get in response that no manager is available.

Resolved

Account with 2058eur balance closed without any information

Hello,

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.

Resolved

Wrong sportbook settle

Good afternoon,

I have been given two plays in the NBA for losses.

Place that Anthony Davis scored the first shot from the free throw line and on the other hand that Troy Brown Jr. was the first to score a triple in the game and it was fulfilled in both cases (attached captures). However, I get lost both tickets:

Davis play: ticket 73204704529623040

Play by Brown Jr.: ticket 73206946820265984

They change the name of the bet today and don't want to pay this bet, a few days ago I do a similar bet and they give that for win so I think they are wrong.

Please help me to find a solution.

Resolved

Withdrawal not available three months

Dear Askgamblers,

A little over three months ago, I placed a bet on the betsafe virtual platform from my cellphone and from that moment until today I cannot withdraw the money earned due to verification issues. I contacted the betsafe support area multiple times, always finding the same answer, that my account is still under review of the corresponding area. I don't understand what happened because it was a bet made like any other and I don't understand why I need to wait more than three months for the problems be solved.

Every time that I try to withdraw my money from the platform I get the following message: "Withdrawal not avail, Currently you cannot withdraw, it is very likely that your account has not been verified. Upload the required documents and enjoy the game uninterrupted" And I sent the required documents more than three months ago. I can't find a valid reason to go through all these problems, so please I ask for your support and understanding of the case.

Regards

Unresolved

S/.25,094

Withdrawal being canceled due to false claims

Hello AskGamblers,

On 01/19 I deposited €394.70 at Betsafe, and everything was always good, until I decided to withdraw the money I had won, which totalled €1027.06 including the deposit amount.

With my documents already verified, I tried several times to withdraw and they always refused and said that my bank details were incorrect. I claimed several times that they were right and that they were filled out exactly the same at Betsson (another casino of the same group and that has the same layout for payments) and that I had never had a problem. I'm sending an image comparing the bank details I put in Betsson and Betsafe showing that even though they are the same, only Betsson accepted. I also tried to make the withdrawal to Neteller, which they refused and asked to be through the bank account, which would obviously be refused again.

After weeks of trying to talk to support I'm already tired of the same ready answers and I would like to solve this soon.

Resolved

€1,027

Paying customers needs a more fair environment

Last October 15, 2021, I was playing the new game Chronicles of Olympus X Up. I was betting normally at a stake of $1.50 before deciding to go for buy bonus of $60 for three times in a row which gave me winnings of $60, $48 and supposedly $120.50. However, I’ve noticed that my remaining balance is not right. So I went to my activity page, there I’ve noticed that I was charged $150 stake instead of $1.50 in one round. And on my third bonus buy instead of getting $120.50 of winnings they only add $10 on that round. I was missing $259 in total of the stake and bonus combined. So I’ve reported it on the 24/7 online chat support and they gave me a case number.

On their activity page you can clearly see that if it is a normal bet without winnings, it will show you the stake size and the “BET”.

On the other hand, if you won something from a normal round or a bonus buy it will show you the exact amount of winnings as well as the word “WIN”

Moreover, the Maximum bet size for the game (Chronicles of Olympus X Up) that I played is $21.

There is no $150 bet size on that game that’s why I thought it was a glitch or some kind of technical error.

I attached a screenshot of the bet sizes on the game I played as well as the activity page but I was given a false response from them. The support team insisted that I bought a $150 buy in bonus game and that I won $120.50, then where is it? Why is the $120.50 not visible on the activity page and was replaced by $10 of winnings. I told them that they could review and even replay the bonus game but all my efforts of telling the truth and also my time was just wasted not getting the right answers from a whole support team.

Moreover, last October 20, 2021. I was playing 5 Lions, got a bonus game and won $75 but again not added on my account. I was given a case number but until now I haven’t got any updates from them.

I hope all paying customers get what they deserved.

I’ve attached screenshot from Betsafe’s activity page and the stake sizes for Chronicles of Olympus X Up.

I also got a screenshot of the history page for 5 Lion which I haven’t got any response until now.

Thank you very much

Resolved

$75

Delayed payment of $105 and no answer

Hi, my name is Christopher < personal information removed> and I've played on Betsafe Casino like 1 or 2 days, I won some money and I decided to withdraw that money, I did this on april 02, the page said that I have to wait 5 days max. But there's no money and worst than that, there's no support from betsafe, I wrote like 7 emails and nothing, tried to contact chat online but the girl who attended me just stopped the conversation without give me a real solution. They just don't answer anything, I don't know what can I do, please help me.

Here you have the message from betsafe. (Sorry for my bad english)

Resolved

$105