Betvictor Casino - Not paying rebounced funds

Dear AskGamblers,

Thank you for contacting BetVictor.com

Please inform the player to follow our complaints process, where we are able to deal with the player through all required steps.

Terms and Conditions for customers in Great Britain
https:­//w­ww.b­et­vic­tor.co­m/e­n-g­b/p­age­s/t­erm­s-c­ond­iti­ons­/uk­-te­rms­-an­d-c­ond­iti­ons­/co­mpl­aints?

Terms and Conditions for customers in other countries
https:­//w­ww.b­et­vic­tor.co­m/e­n-g­b/p­age­s/t­erm­s-c­ond­iti­ons­/ro­w-t­erm­s-a­nd-­con­dit­ion­s/c­omp­laints?

Kind Regards,
BetVictor.

I have clearly written in my complaint that you have not replied to my emails/complaints on several occasions
The complaints Dec 15, Jan 3 (step 2), which your terms and conditions say you will reply within 14 days.

The fact that you can reply within 2 days after a third party complaint means you have been avoiding the conflict.

The reply I received yesterday for the Dec 15 complaint was - "We are contacting our payment service provider to get the transaction checked. As soon as we get a response from our payment service provider, we will update you on the situation."
You have been 'checking' with your payments team since Dec 15 and you are asking me to wait till you check again.

How long do I have to wait?

Dear AskGamblers,

Thank you for contacting BetVictor.com

21.6 The whole process from step 1 to 3 should take no longer than 8 weeks from when we first receive your complaint. If at any time you don’t respond to a reasonable request for information within 7 days, we might “stop the clock” until you do respond, at which point it will be restarted.

If we haven’t been able to reach any agreement with you within those 8 weeks, or if we believe we have come to a deadlock or final position, then our Director of Customer Services will issue you with a final letter which will set out:

(a) our final decision;
(b) confirmation that steps 1, 2 and 3 have been exhausted; and
(c) details of how you can escalate a complaint further externally (which is also set out in step 4 below).
You should only escalate externally to step 4 after either (i) you have received the final letter referred to above or (ii) if we haven’t

I would advise to continue with the complaint process as set out within our Terms and Conditions.

Kind Regards,
BetVictor

As you see in my email chains, my first complaint was filed in Dec 4 which is over 8 weeks. I have always responded to a request for information.
There has been no explanation of the 'steps 1, 2,3' until a live chat on Jan 02. The only response I have received is that I should wait and you will 'check' so I should wait further.

I have applied for a step 2 complaint on Jan 03, which again I have not received a reply - despite you being able to respond to this external complaint within 2 days.

I am requesting that you issue a final letter since it seems to be in a deadlock.