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Betsson Casino - Seven delayed small payments

RESOLVED
Complaint Info
Disputed casino Betsson Casino
Reason Delayed payment
Amount £ 175
eral Bulgaria Message
Posted on February 8, 2021

Hello AskGamblers Team,

I did a 7 withdrawals visa card transfer transaction us usual for 25 GBP (total 175 GBP) on JAN 16,17,18 and19 / 2021 . The transactions were been approved. I supposed to receive the wire transfer within 3-5 business us every time. I have been playing at betsson casino for a while now and always liked playing there.

Today is 06.02.2021 and still no payment. They asked me for bank statements and i sent it. Тhen I received a e-mail that I will receive an answer within 1-3 working days. Аfter 4 days because I did not receive an answer I wrote a new e-mail and asked them " is there any update. On the same day I received an answer from them that they still looking into this with their provider and once they have any news I will be the first to be informed immediately. But still no answer and payments.

I am looking for Your help AskGamblers, because I made a few more withdrawals in the past few days I hope this problem is solved and I have no problems with my new withdrawals too.

Posted on February 12, 2021

Hi ERAL,

My name is Roger and I am a Betsson Customer Support Manager.

I have looked into your case and am happy to confirm that I can see you have been regularly in contact with our support and your case was indeed being investigated. As you were correctly informed by our support, it does seem that there might have been an issue from provider side in processing these transactions, which I can confirm had been successfully processed from our side.
At this point, since unfortunately the provider is still investigating the cause for this issue, I would like to inform you that in order to resolve this for you, I have made an exception and refunded these funds, so that you no longer have to wait for this.
You will now see that your account balance has been credited with the funds, and you may use these as you wish.
Also, should you wish to withdraw these funds, and to avoid any problems I'd suggest you withdraw these via bank transfer, I kindly invite you to upload directly onto your account a proper Bank statement so that we can activate the bank transfer withdrawal function.

I believe this should now have resolved this case and please don't hesitate to get in touch with our support to have any more assistance.

Wishing you a pleasant day and weekend.

Regards

Roger

Betsson Customer Support Manager

AskGamblers
Posted on February 12, 2021

Dear @eral,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

eral Bulgaria Message
Posted on February 14, 2021

Hello Roger

First I want to thank you for your support. After I received these funds back in my balance I make two withdrawals. I was asked to send the necessary documents to confirm the bank account. I received a confirmation today and now I expect to receive confirmation for both withdrawals.
Аfter I receive the confirmation and I hope payment within the mentioned period I will inform you further.

While waiting for the solution to this problem, I continued to play and made 6 new withdrawals on 04.02 , 05.02 , 06.02, 07.02 , 08.02 , 09.02 for total 300 GBP. For the first two of them I received payments on the 4th day after confirmation. For withdrawals I made in 06.02 and 07.02 I had to receive payment no later than 12.02 (Friday), but I did not receive any payments. For draws created on 08.02 and 09.02 I have to receive no later than Monday and Tuesday, respectively. So at the moment I again have two unsuccessful payments within the period mentioned by you, namely 2 - 5 working days.
Could you check and if there is a problem with your provider again to refunds these amounts in my balance so that I can use the bank transfer method.

Best Regards

Posted on February 16, 2021

Hi ERAL,

My apologies for any confusion, as when I said that I had refunded all problematic withdrawals which had not been successfully processed by the provider, this included any others done until the 14th February and therefore included the ones you mentioned above.

However, since you did have quite a number of similar withdrawals, I ask you to double check and if you believe there is anyone missing, please let me know and also kindly send a bank statement which is up to date and it would be preferable a "normal" bank statement rather than from the app, as in order for us to then also trace them with the provider we'd need this.

Again, am sorry there's been a bit of confusion as in fact you've seen, some withdrawals had no issues and others seem to have got stuck from provider, so it's a matter of checking and tracing each one to see each one of these withdrawals.

Hope to have helped clarify, and let me know.

Regards

Roger

AskGamblers
Posted on February 20, 2021

Dear @eral,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

eral Bulgaria
Posted on February 20, 2021

Hello Roger

In attached files you can see the reference numbers.
I sent them together with bank statement to Betsson support via e-mail

Posted on February 22, 2021

Hi Eral,

I thank you for the cooperation, as I have been able to see these and review with the payments department.

Please do allow me to clarify that there is no need for the Betsson account screenshots of transactions, these are all recorded in our system and there is no need for you to take this hassle.

Also allow me to clarify that if you see above, I had asked for a "normal" standard bank statement screenshot, basically I mean from a PC as you can see yourself from app they are only partially visualized and miss almost all the code which we need to be able to confront and match with the transactions from our side. I've noticed that there seems to be an option to have a PDF file, so maybe can I kindly ask you to try sending us the transactions in that PDF file, as I believe it would be much more helpful.

Please do understand I am doing my best to make sure we are 100% sure you got all refunded correctly and like I said previously we've done the calculation with the screenshots sent via app and based on that all looked to us correctly refunded on the account, so it is only because you say that you think something is missing that I ask for a better statement as that will enable us to see and check each transaction and each number correctly.

Once more, than you for the great cooperation, it's truly appreciated and rest assured that we will fix everything for sure.

Regards

Roger

eral Bulgaria Message
Posted on February 22, 2021

Hi Roger,

I sent bank statement in PDF by e-mail to Betsson support

eral Bulgaria Message
Posted on February 22, 2021

Hi again

I receive this email several times after sending an email to suppor­t-e­[email protected]­ets­son.com. / you can see it in below / . I can attached the prt screen from e-mail if you need. I always use the same email with which I registered on the site
I get this message even when I use the function "replay". Can I be sure that the email sent with the pdf file was received by you.

"Your recent incident update was from an email address not associated with the incident. In an effort to maintain the security of information, we cannot update the incident using this email address"

Posted on February 23, 2021

Hi Eral,

Thank you for letting me know. Indeed I can't find this most recent email on your account.

This is not a problem and I will solve this, so firstly, could you send this PDF to this email: csmana­gem­ent­@be­tss­on.com putting as subject "Attention to Roger" in this way it will reach me no matter what.

Also, I would like to investigate this matter of your email being received from a non registered email address, although you have confirmed it was sent from same email you've been sending other emails. To check and find this email, I would need the Reference Number you should have received in the autoreply acknowledgement, it would say like this (this is taken from your previous emails, of course the reference number will be different):

Hi Ersin.

Thank you for contacting us.

We would like to inform you that we have received your email, which has been assigned the reference number: 210127-006105.

If you wish to include any additional information to this query, kindly reply to this message. By doing so, all additional information will be included in the same email.
We will get back to you as soon as possible.

Kind regards
Betsson Customer Service

If you could send me here the reference number of that email you got told email was not associated, I will still be able to find it and avoid you to send me this same email again.

Thanks again for the cooperation!

Regards

Roger

eral Bulgaria Message
Posted on February 23, 2021

Hi Roger

I sent you bank statement and e-mails

Posted on February 24, 2021

Hi Eral,

Thank you once more for the great cooperation you have shown.

I am very happy to now be able to confirm that if you log into your Betsson account, you will now see that the balance is now corrected with the further missing withdrawals I have decided to credit to your account.

Please check and confirm yourself, but as you will see, I am sure that all is now refunded. Like I had promised, we have gone through your bank statement, and credited all funds from withdrawals you requested from the Betsson account but were not credited onto the bank account. We have double checked this, so am confident that it is correct and nothing is missing any longer.

I of course apologize for the hassle, and can reassure you that this was an issue from provider side, which we are still investigating and trying to trace to avoid this from occurring ever again, but to avoid further discomfort for you, I've decided to not wait for the refund from provider and credited these directly myself.

Please have a look and kindly confirm if all is fine, so we can settle this.

Thanks again.

Regards

Roger

eral Bulgaria
Posted on February 26, 2021

Hi Roger,

I confirm that everything is ok now. I received the amount first in my account, then in my bank account.
Thank you for solving the problem. Now I can continue to have a fun with Betsson.
I also want to tanks to AskGambler.

AskGamblers
Posted on February 26, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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