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Betvictor Casino - Not paying rebounced funds

UNRESOLVED

Complaint Info

Disputed casino

Betvictor Casino

Amount

€ 450

gennam89 New Zealand
Posted on January 19, 2021

I have requested a withdrawal on 22 November of 450EUR through debit card, but I have found out my bank does not accept overseas direct debit withdrawals through credit card (as shown in BNZ1.png). The bank said the funds would be bounced back to the merchant (BNZ2.png), but it has still not yet been credited to my account.

I have contacted Betvictor numerous times since Dec4, but the only response received was that I should wait - or no reply.

1. email chain on Dec 4 - they provided ARN number through email to track the funds, although I have shown that the bank does not receive ARN as overseas withdrawals are blocked before they get to BNZ (BNZ2.pgn). After that, no reply for my two emails on 11 Dec, 14 Dec.

2. No email reply for Dec 15.

3. Live chat on Dec 16, saying that I should wait till end of December.

4. Live chat on Jan 02 - Edith, the live chat helper, promised me to email the progress on the refund, but no reply has been received.

5. Have applied for a step 2 complaint on Jan 3, no reply received.

Posted on January 21, 2021

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.

gennam89 New Zealand
Posted on January 21, 2021

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?

Posted on January 22, 2021

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

gennam89 New Zealand
Posted on January 23, 2021

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.

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