What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Betvictor Casino - Withholding 500EUR without a reason

UNRESOLVED
Complaint Info
Disputed casino Betvictor Casino
Reason Refund declined
Amount € 500
royalrolly Netherlands Message
Posted on January 7, 2017

Hello Askgamblers,

Long time ago that I had to post something here but I have something very strange going on. About 15 months ago I started playing at betvictor. It was a good site back then with good customer service and reliable payouts. I had my account completely verified back then and they had all the right information ( I made several withdrawals of over 15k ). A while later, I think this was around december 2015 ( I had no funds in my account at this time ) I received a e-mail where they asked for verification again. Since I had all my documents covered before that , and simply because I couldn't bother I never replied to the e-mail. During this period I was simply playing poker on other sites and was not interested in the games betVictor had to offer so I never paid attention the account anymore.

In december 2016 I thought about trying out betvictor again since I like the Microgaming poker they have to offer. I tried to logg in to the account and it was locked and it said I have to contact customer support. Which I did via live chat. I talked to a certain Maria and she said she discussed it with the relevant department and that if I send my verification to bvacco­unt­man­age­[email protected]­etv­ict­or.com I can open a new account with my current e-mail address. Exactly the same day I send a e-mail to bvaaco­unt­man­age­[email protected]­etv­ict­or.com with all the verification. This was 16december2016. What I didn't realize was that I misspelled the e-mail address. This Monday I logged on to my new account and it said I still needed to verify my documents before I could play anything. I uploaded the documents via the website and confirmed this via live chat. Once this was done I thought I might as well deposit in to my account already since I was going to play anyway. Yesterday 4 January, I deposited 500euro with my creditcard in to the account.

Today my account has been blocked and after sending a email to bvaccountmanager I received the e-mail, which I put in the attachment. Of course I panicked and tried to contact them via phone. There is not a way to reach them from the Netherlands by phone. Then I went to live chat and got in a conversation with Tracey ,who is probably the worst live chat employee I have ever witnessed. Having played on 25+ sites she was seriously the least helpful and rude. If somebody wants to see this I also have screenshots of this.
If needed I can also post a screenshot of the transactions from my creditcard.

If someone could help me that would be very much appreciated.

Kind regards,

Thomas

royalrolly Netherlands Message
Posted on January 8, 2017

A small update : Luckily I have found the screenshot I made of the chat on 16th december with Maria. ( also in the attachments )

In the attachment I have the e-mail sent from Jason from security at betvictor, some screenshots with the chat with Tracey, some screenshots with the chat from Sharyn( the one I was talking to at the moment of the deposits ) and a screenshot of the e-mail I replied to security ( Jason Betvictor) . This is what it says : " Following a review of your deposit activity it was found that you were making multiple deposits with no commensurate wagering activity. As a result we have taken a decision to close your account. "

First of all my chat with live chat gave a different view on the story ( added in the attachments ). Tracey told me during this chat that my activities on the site ( depositing ) were declined because my account was closed?

The second thing about is that it was not possible to make any wagers at the time I was depositing as my account was " not verified yet ". There was no possibility for me to play any game , my initial plan to play poker, but I also checked blackjack and I was not able to place a bet. So I had the 500euro on my account but I was not able to wager anything.

This must be enough evidence to prove I am not a fraud in any way.

Thomas

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy