Betsafe Casino - Refused to pay 20 000€ in legitimate winnings without any reason

Hi,

As the KYC of the account failed, the account has been closed and the funds confiscated. This decision is final and the account will remain closed.

If the customer feels this is not the correct decision, we suggest she contacts our Regulater MGA.

Best Regards,
Halvor
Betsafe

But the KYC haven't failed it was approved by betsafe, until i won more money and then they closed down the account for a investigation. That investigation lead to that they told me that i broke against rule 8.11 and that they wouldn't change their minds.

I started a thread in a big swedish forum and they contacted me once more. We spoke on the phone and made a verification there that was approved there after they told me to send a photo of the pass that they got and there after they tell me that it didn't got approved by their apartment. How is it possible that my passport isn't approved? I already sent them id, with faceverification and everything that they have asked for.

Now once again they are telling me that this decision is final and that they wont change their minds. But they can't tell me why they are taking this decision neither on what grounds. To me that is a big question and i have read online that these kind of things happens once in a while. I think that it's the low deposits that lead to big winnings that is the problem. I can't understand why they are doing this.

I would like betsafe to clearify what is that didn't pass in the KYC

Again sorry for the language and hoping for everyone to be understanding.

We are still in the communication with the casino regarding the complaint.

Betsafe mailed me that they've sent it to another department that will take another look at it

Hi,

The documents provided by the customer turned out to be fake. therefore the account got closed and funds confiscated. The decision from our end is final.

If the customer wish to take this further, she can raise the case with our regulater, the Malta Gaming Authority.

Best Regards,
Halvor
Betsafe

If that's the case then can't they show you how it could be fake? There is nothing fake with something that i provided betsafe. My thought is that the issue is that i haven't made any big deposit and that is causing this. But im not accusing anyone for anything it's me who's getting accused for sending documents that aren't true.

Betsafe approved the documents. My withdrawal got back to my players account, i won around 5000€ more out of 50€ and after that my account got locked.

When speaking to them over the telephone they are nice and polite and tells me that they're manager will contact me and that the issue is open.

Hi,

You can take the case further with MGA if you wish to do so. They are our regulator and we will cooperate on any request from them.. From our end the decision is final.

Furthermore any communication from our end on Askgamblers is official and in line with the management.

Best Regards,
Halvor
Betsafe

Due the new events AskGamblers Complaints Team consider this complaint Unresolved. As soon as AskGamblers Complaints Team receive regulator's final decision we will comply and mark the case accordingly.

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Betsafe Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Hello,

As a licensed operator, we are obliged to ensure that we perform due diligence checks on our customers in order for us to verify their account details and selected payments methods. The customer was not able to supply us with verification as we requested it. The decisions taken here were done in line with the below terms and conditions, which were supplied at the time to the customer on the 30th of March 2016:

7.1 You must register and play on your own behalf only and not on behalf of anyone else.
7.10 You agree that we can check you are who you claim to be. You agree to give us all documents we request to prove your registration information and payment details, such as (by way of example only) a copy of your passport, utility bills or bank statements.
8.12 If we suspect that you are involved in illegal or fraudulent activities relating to your use of the Site (or a third parties use of the Site) or are in trouble with creditors or are involved in any other behaviour detrimental to the Site, we may freeze or close Your Account and /or cancel stakes.
9.3 Prior to accepting a withdrawal we may request that you provide legal identification for example certified copies of passports, ID cards or other such documentation as we feel is required in the circumstances. We may also carry out phone verification, face verification or other such verification as is required to ensure that you are who you say you are.
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.

The customer was subsequently referred to contact our regulator in the same E-mail, and as a licensed operator, we naturally abide by their rulings.

Due to the nature of the complaint, we are unfortunately not able to provide any further information concerning this complaint to any other than relevant authorities.

Kind regards,
Pierre

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.