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Betsson Casino - Delayed payment - one month

RESOLVED
Complaint Info
Disputed casino Betsson Casino
Reason Delayed payment
Amount $ 3600
Posted on May 25, 2019

Hello AskGamblers Team
I did a withdrawal wire transfer transaction on April 23,2019 for $3600 US . The transaction has been approved from their end after I submitted all the necessary documents and KYC process and I got emails confirmation for approving KYC and transaction too .
I supposed to receive the wire transfer within 3-5 business as they mentioned in the email the received .
Well i didn’t receive and i send them email asking for status of transaction and there excuse was a bank closed due to statutory holiday ( labour day May 1 ) and advised that i should receive within extra 3 business days .
I wait another extra week and i didn’t receive anything so I send another email to let them know i didn’t receive it so they asked to send bank transactions showing there is no incoming wire transfer . I did send them and they told me that they need to investigate with provider and it takes 3-8 business days .
On May 3,2019 they asked me for new ID due to KYC so i spoke to the agent over the phone and told him that i did KYC last week and it was approved and i got email confirmation from your end . The operator said they need a 2 ID . So i told him that i already upload my driver license and what about if i don’t have passport .Long story short i uploaded copy of my passport and KYC has been approved and i got email from david work as supervisor mentioned that my bank blocked the
Wire transfer transaction and they asked the casino for some guarantee which is my passport .
Ii have a premium bank account and I called my personal banker to see why they blocked my incoming wire transfer so she called the wire transfer department and checked and confirmed there was no incoming transaction coming or blocked to my bank account.
Betsson keep fooling me by promising me that i’d receive money shortly .
I did a biggest mistake to join this casino but i choose it because its rated 10/10 and number 1 on 2018 which doesn’t make sense at all .
I’ve been gambling online for long time and i received triple of the amount requested from Betsson within 2 business days and it was rated 7.8 or 8 .
I got email last week another asking me for new ID which is really drive me insane . I spoke with the agent called Paul and he got confused too after read the emails between me and supervisor David . He figured out that payment department and support one not on the same page and he asked me to send email for David and let him know which i did right away but he ignores it and never respond .
I don’t what to say but its worst casino i ever joined and support them with documents i never have been asked before from other Casinos .
I am looking for Your help AskGamblers and i can support you with all emails between them as prove for how long they have been fooling me and don’t want to pay $3600us .

Posted on May 29, 2019

Hi Braveheart80,

My name is Roger and I work as Customer Service Manager at Betsson. I am personally looking into your matter and want to start off by saying that I understand your frustration with the delay in your transaction. I can assure you that we are doing our best to help speed it up as best as we can. However as with all players from your region, all monetary transaction need to undergo an extra scrutiny imposed by the local authorities and banks over which we have no control. But we are facilitating the process to the best of our ability.

We will keep in touch with you and update you as soon as we have more information.

Kind Regards,
Roger - Customer Service Manager

Posted on May 29, 2019

Hey Roger
Honestly you didn’t mention anything extra then emails i’ve been received from support and management department for the last 3 weeks .
You reply to email i sent on May 18 on Monday May27 after askgamblers published my complain so it took you 9 days to reply and Anna mentioned on the email that you put trace on transaction . Excuse me !!! You already mentioned on previous email i received before on May 3 that you put a trace .
FYI , i had received a lot of incoming wire transfer for higher amount from different online casinos located on Malta And Curacao within max 3 business days so please convince me with other excuse .
3 weeks on trace and no result ???

Askgamblers , I would ask you kindly to interfere and help me to get the money from Betsson . I trust you decision and fairness with all reviews and solving customers complains .
Thanks

Posted on May 31, 2019

Hi AskGamblers,

After having been in contact with the customer over the phone today we believe to have found a solution to the problem and been able to re-issue his payment. To our knowledge the money has been received and the issue has been solved.

We strive to offer convenient ways for our customers to access their winnings and apologize for the delay that happened here. Which was caused by factors out of our control.

Kind Regards
Roger – Customer Service Manager

Posted on June 1, 2019

Hello AskGamblers
Well I was able to withdraw the money to my EcoPayz account which is going to take another week to receive the funds in my bank account .
I wish they suggest this option before and save the headache and frustration for almost 6 weeks .
Thanks AskGamblers Team and keep up the good work ! 👍

AskGamblers
Posted on June 1, 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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