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Betsafe Casino - Withdrawal Payment to Bank Account Still Not Received

RESOLVED
Complaint Info
Disputed casino Betsafe Casino
Reason Delayed payment
Amount $ 3245.55
Posted on June 27, 2019

I am a Askgamblers member who relies on community feedback to determine which online casinos to play at. One of those was Betsafe Casino which had sparkling reviews with fast payouts (2-5 business days for bank transfer).
With a bit of luck, I was able to win on some slot games and requested a withdrawal in the amount of $3245.55 to my bank account on June 9, 2019 at 18:01.
The 24 hour pending period ended on June 11, 2019 and I received an email from Betsafe asking to verify my identity. Within 3 hours, I had provided Copy if Passport, Bank Statement, CRA address confirmation, Bank Statement, Front and back of Credit Card. Betsafe confirmed at that time that verification was complete followed by an email an hour after stating that the withdrawal was sent to their Processor and would reach my bank account in 2-5 business days.
On June 23, 2019, I escalated the missing payment to Betsafe support and still have not received any information on what happened to this withdrawal.
I have played at many online casinos recommended by Askgamblers community members and, for the first time in a long time, am starting to feel nervous about this experience with such a highly reputable casino.
At 10 business days and counting, I felt it necessary to share this experience with the community and ask for assistance from Askgamblers to help make things right.
Thank you

Posted on July 1, 2019

Hi OMNISTYLZ,

My name is Roger and I am a Betsafe Customer Service Manager.

I would like to assure you that we always do our absolute best to offer an ideal experience on our site, which of course includes efficient and smooth withdrawals.

I am extremely sorry to learn you have still not received your withdrawal, and I can assure you that I am going to investigate this thoroughly.

Please do allow me to clarify only a few points here as I fear that some misunderstanding is leading to incorrect conclusions, so I believe best keep everything clear.

The withdrawal was requested on the 9th June at 22:01 UTC.
We emailed you requesting standard verification docs on 10th June at 7:46 UTC.
You send docs immediately and just as immediately these were approved on 10th June at 14:08 UTC.
After account was successfully verified, the withdrawal processing could start and this was finalized and sent on 11th June at 09:57 UTC.
I would therefore like to point out that as per our commitment, we did process the withdrawal within the 24 hours.
You then contacted our support on the 22nd June at 00:15 UTC to inform us you still had not received your withdrawal and 45 minutes later you were requested to send us a Bank Statement in order for us to investigate further,
You did send this immediately and once more we immediately contacted the Provider.
On the 29th June at 18:19 UTC the Provider got back to us stating that they had been unable to match Bank payment with Bank statement due to missing digits on Bank Statement and asked us to supply a full one, this was requested to yourself on same day at 18:36 UTC, to which you replied that you will not supply any further Bank Statements until the 6th July.

This said, I do understand that we mention on our site that the Processing time after approval is 2-5 banking days, however this is an estimate based on Banks' standard time frames, and I do need to point out that it is beyond our control, as it is solely dependent on providers and Banks handling times, which we of course have no control nor influence upon.

All this clarified, I can confirm that I am once more contacting the Provider to try get confirmation payment was received by your Bank, and once I have any updates, I will make sure you are informed immediately, but do allow me to reassure you that there is absolutely no possibility that you wouldn't get all your funds, this is beyond any doubt, and rest assured we will do our best to assist you and do all we can to get this solved.

Wishing you a pleasant day.

Best Regards

Roger

Bestafe Customer Support Manager

Posted on July 1, 2019

Hi Roger,
I truly appreciate you taking the time to escalate this matter further with your Provider.
I do acknowledge all of the dates and timelines that you referenced in your response email.
As you have stated, your Provider sent the payment on Around June 11, 2019 and it is now July 1, 2019. Understandably I am a bit concerned, as I was on June 22, that the payment may have been inadvertently lost.
You have the bank statement that I had provided as proof of my bank account(with full account number showing) and you have the bank transfer details (same as the statement) that we’re provided in order to make my withdrawal (I checked many times and the details match). I will work with you to resolve this.
I simply want to know if the payment was received by my bank and on which date.
I thank you Roger for your reassuring words, that the withdrawal will be received, and that you will do your best to get this resolved. I look forward to playing at Betsafe once again.

Posted on July 2, 2019

Hi OMNISTYLZ,

I would like to thank you for kind words and understanding, and nothing would make me happier than show you our total good faith and have you as our cherished customer.

I am very glad to be able to supply you with an update as per below.

Please also be aware that I have emailed you directly and you can find the email with Ref N. 190702-003408 in your inbox, with some documentation which I believe might be of help.

As promised, I did manage to make contact with the Provider and refer to attachment in direct email above with the receipt confirming that payment was also processed from Provider's side. I need to clarify that although you will see no confir­mat­ion­/re­jection date from Bank, I have asked this and have been explained by Provider that as a standard practice, they only fill in if they get confirmation from Bank (yes they sometimes don't send any confirmation back) but that will be only when funds have actually been credited onto your personal Bank account. However they have confirmed to me that average is around 5 bank days, but definitely not more than 10 bank days to reach Bank. So by now, there is absolutely no doubt that the funds have reached the Bank.

Now I am told that there is a possibility that your Bank might use an intermediary Bank, which would explain why they might tell you that they do not have funds, however I have supplied the receipt so that by giving them this receipt, they can trace funds and actually even speed up the crediting onto your personal Banking account.

Once more, I am terribly sorry for the extreme delay to receive your funds, ad although we can agree that this is not our fault, I hope you can see that we do not just limit ourselves to saying that, but go great lengths to try make sure our customers actually get their well deserved funds, which I can really reassure you was always guaranteed to happen.

Should you wish me to attach file here, please just let me know and I will do so right away, however I truly believe that this can show good faith and no bad behavior or anything else from our side, and maybe even restore your full faith in us and our total commitment to offering the best customer service in the industry..

I sincerely hope that this will help you receive funds and of course, should you need any further assistance, I will be glad to help.

Best Regards

Roger

Betsafe Customer Service Manager

Posted on July 3, 2019

Good day Roger,

I truly appreciate you taking the time to provide me with the receipt from your Provider.
I have since emailed by Bank and the wire team has advised that the wire was not received on that date. Their explanation was simply because the Bank Transit was not included in the Beneficiary details.
Furthermore, they have asked that your Provider escalate the issue at CIBC as the wire amount was never debuted from their account or has been returned due to insufficient account information.
Thank you once again for personally looking into this and I hope to have a successful resolution shortly.

Posted on July 5, 2019

Hi OMNISTYLZ,

Thank you so much for your precious cooperation, I can assure you it is helping us get this resolved.

I can confirm that we have informed the Provider and that they are currently speaking to the Bank in order to make the necessary arrangements.

Of course, we will make sure to keep you updated and count to have some updates early next week.

Once more, my sincere apologies for this mishap, and a heartfelt thank you for your understanding and cooperation, and rest assured we will get this resolved no doubt about it!

Wishing you a pleasant evening and weekend.

Best Regards

Roger

Betsafe Customer Service Manager

Posted on July 7, 2019

Good day Roger,

Understanding that withdrawals with Betsafe are generally seamless and without incident, I am comforted by the positive communications and superior service that I have been receiving in this highly unusual situation.

When unforeseen circumstances like this one arises from time to time and leads to a complaint, it is important to remember that there are always human beings involved in every one of these cases. What is ingrained on us, especially in a case like this, is the honesty, professionalism, and integrity being displayed at all times when trying to resolve the matter at hand.

Nevertheless, I am returning this ongoing Case to you while we wait for your Provider to resolve the issue with their sending Bank.

Have a great weekend Roger.

Posted on July 10, 2019

Hi OMNISTYLZ,

As per our email conversation on Monday and yesterday we have refunded the amount of your withdrawal back to your account balance so that you were able to request a new withdrawal. We have made some arrangements together with our provider to avoid this highly unusual situation to occur again and expect you to receive the funds as normal. We do not expect you to experience delays with future withdrawals and want to thank you for your patience and cooperation with our investigation.

Best Regards,

Roger
Betsafe Customer Service Manager

AskGamblers
Posted on July 10, 2019

Dear @Omnistylz,

Please confirm if the issue has been resolved. 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.

Posted on July 13, 2019

Good day Roger,

I am still waiting for the withdrawal to be credited to my personal account and will confirm once this transaction is posted.

Thank you once again for taking the steps that you have to try and make this right.

Have a wonderful weekend Roger.

Posted on July 15, 2019

Good day Roger,

I confirm that the missing deposit was credited to my personal account today.

Once again, I would like to express my gratitude for your time, involvement and professionalism.

I have always believed that escalations provide opportunities to identify our shortcomings and to make things right.

Thank you Roger.

And to Askgamblers, my gratitude to you for giving a push when it was needed.

AskGamblers
Posted on July 16, 2019

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.

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