Complaint #17
Betvictor Casino
Withholding 500EUR without a reason
9 years ago
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 bvaccountmanager@betvictor.com I can open a new account with my current e-mail address. Exactly the same day I send a e-mail to bvaacountmanager@betvictor.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
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 bvaccountmanager@betvictor.com I can open a new account with my current e-mail address. Exactly the same day I send a e-mail to bvaacountmanager@betvictor.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
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
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
Betvictor Casino Complaint Stats
Resolved
2 / 17
Avg. Amount
$2,576
Avg. Complaint Duration
7 days
Avg. Response Time
5 days
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