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Betsafe Casino - Betsafe removed winnings without proper explanation

RESOLVED

Complaint Info

Disputed casino

Betsafe Casino

Reason

Bonus abuse
ShirazD1 United Kingdom Message
Posted on July 28, 2016

Betsafe have left me absolutely fuming, I won £3,838 and they are refusing to pay out!! My stomach dropped when I read the email saying they had removed my winnings and closed my account (with no explanation). I went straight on live chat and they told me that they have come to the decision ‘after reviewing your game activity’. How my gaming activity has been a breach of the terms and conditions I don’t know and no one at Betsafe will explain this to me. I didn’t exceed the maximum bet stated in their terms and I didn’t play any excluded games. They have sent me a vague overview of the term’s that they’re accusing me of breaking:
Bonus offers are only available once per person, family, household, address, e-mail address, credit card number and / or IP address.
This decision has been taken in accordance with the following Terms and Conditions of our website:
12.7 We have the right to refuse any player the right to Bonus or to alter the Bonus (including cancellation), if we believe that:
the Bonus is being abused (our definition of abuse includes a player making use of promotional offers without ever risking their own funds);
technical issues have occurred in relation to the Bonus;
the Bonus is, for any reason, not able to be conducted as planned.
12.8 If there is any evidence of abuse or fraud, we will close Your Account and withhold any existing funds.

I asked them to be more specific because I haven’t broken any of these terms. I only have one Betsafe account and no one in my household or family has claimed the bonus.
Their definition of abuse ‘includes a player making use of promotional offers without ever risking their own funds’. With the amount of wagering and the size of my deposit how could this not be a risk of my funds?
I have read through the terms again and again and I’m certain I haven’t broken them. I’ve emailed Betsafe customer service asking them to be more specific about what term they are accusing me of breaking but they only refer me to the same paragraph from their terms.
Betsafe won’t confirm what term I have supposedly broken and won’t tell me how they came to that conclusion except for my ‘gaming activity’. I am all out of ideas and getting nowhere talking to Betsafe, any help or advice would be gratefully received.

AskGamblers
Posted on August 1, 2016

Dear @ShirazD1,

Please let us know if there's some update on your issue.

ShirazD1 United Kingdom Message
Posted on August 3, 2016

I haven't heard anything from Betsafe and there is no update on my issue.

AskGamblers
Posted on February 8, 2022

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.

Posted on February 8, 2022

Hi,

On the 26th July 2016 our management has informed the customer about the nature of the breach of our Terms and Conditions https:­//w­ww.b­et­saf­e.c­om/­en/­ter­ms-­and­-co­ndi­tio­ns#­bonuses due to use of multiple linked accounts and bonuses.

So the explanation was indeed given and quite clear. In fact, as far as we are aware this was dropped and not raised any further.

Regards

Roger
Betsafe Customer Support Manager

AskGamblers
Posted on February 8, 2022

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 above mentioned 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.

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