Complaint #47 BetVoyager Casino

Delayed verification and €900 payment

By Borislav B.

6 years ago

Message on forum

Hello,

My username at betvoyager is borbaja58. I have a problem with betvoyager casino. I opened an account there on March 2019 and so far I didn't make any withdrawal request. I have made 12 skrill deposits in a total amount of 250 euros. I didn't use any bonuses and I was mainly playing Black Jack and on a few occasions slots. By the time I made the first withdrawal, which was this October my account balance was around 1000 euros. Then I made the first withdrawal request of 400 euros and the troubles started. After 2-3 days of waiting they asked for some ID which I immediately sent. At that occasion I sent picture of my national ID and a picture of a utility bill. Then another 10 days of waiting and after that my withdrawal was canceled and the money was returned to the main balance, and the withdrawal option was disabled on the account. Then I sent an email asking what is wrong, and got a replay that I should send ID??!! I sent it again, and this time I sent a picture of me holding my driving license. After that the withdrawal option was enabled again, and this time I have made a withdrawal request of 900.09 euros. That was on 11.12.2019.
Now it has been 6 days since, and my withdrawal request is still pending.

Can anyone please help me with this?

Disputed Casino BetVoyager Casino

Reason Delayed payment

Amount €900.09

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

borbaja58

• Croatia

6 years ago

Hello again,

Two days ago Betvoyager paid me my money, so it seems fair to inform anyone interested. I want to thank Ask Gamblers for the opportunity to present my case.

The final explanation that I received from Betvoyager was that there was suspicions on the missuse of their refferial program. I want to stress once more that I don't know anything about that. To tell you the truth, I don't even remeber if I clicked on some link during registration or went directly to the Betvoyager site. It is possible however that I clicked on the Betvoyager refferial link on some Croatian (me being from Croatia) gambling site. I don't understand how can that be hold against their customers.

However, I got my money, thanks again Ask Gamblers and you may close the case now.

AskGamblers

• Support Team

6 years ago

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

borbaja58

• Croatia

6 years ago

Hello again,

After more than two weeks of waiting and no responding, I sent new email to betvoyager. This time the replayed the same day. Here is their replay:

Date: 25.12.2019 15:53:58
Project: BetVoyager
From: Finance Department
Subject: RE: RE: Withdrawal problem
Dear borbaja58,

Please be informed that the selfi that was made, the documents in it can not be seen.
We need to see the documents that are in your hand in the selfi, and a scan of that same document.

Regards,
The BetVoyager Finance Dept.

And this is what they wrote to me when I made the withdrawal of 900.09 euros:

Date: 11.12.2019 16:05:14
Project: BetVoyager
From: Finance Department
Subject: RE: Withdrawal problem
Dear borbaja58,

Thank you for submitting your documents.
Your request to withdrawal will be processed according to the portals Payment rules and terms.

We thank you for your compliance and understanding.

Regards,
The BetVoyager Finance Dept.

Can anyone tell me what is going on? First they said that they will send the money, and I am waiting for the payment for more than a two weeks. And if I wouldn't send this email now, I would have probably waited untill the judgment day. Why they didn't tell me than if the documents were not readable?

Second, they are obviously stalling. The writings on my driving license that I made selfie with is clearly visible. If Ask gamblers is intersested I can send them a copy of every document I have sent so far to betvoyager, so they can say if those documents are readable or not.

Third, I have made some inquiry on my own on betvoyager. The company behind betvoyager is named gamesys N.V. and it has no connection with english company with the same name (without N.V.) listed on the stock martket. One can only assume why they took the simmilar name. This comany that owns betvoyager DOESN'T HAVE A WEB PAGE. I tried to contact them, of course they are not responding.

I sent another email today to betvoyager, containing the picture of the driving license I hold in my hand on the selfie, and they are still not responding on that. Here is my last email to them:

Hello again,

Just one simple question. Based on the documents that I have sent you so far, and based on my betting history, do you have any intentions of paying me my money?

I have sent you all the possible documents that you can think of. I didn't use any bonuses, I was simply playing Black Jack.

Are you one of those never sending payment scam site, or a normal on line casino? Please let me know will you pay my money, so I can act accordingly.

Borislav

That is it, I hope I will get my money soon.

BetVoyager Casino Complaint Stats

Resolved 12 / 26

Avg. Amount $6,686

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

BetVoyager Casino Complaints

See all complaints for this casino

Trying to make a withdrawal but nothing happens

Hi, I made 3 deposits each of 50 euro by visa debit card method. They took my deposits fine straight away no problem. My account is verified and mobile and email address verified also. I have won and have a balance of 663 euros that I want to withdraw back to my payment method. It says on the account to withdraw back to the card and to click on the icon for the visa method but when I do this nothing happens.

I have sent emails after emails but no one has got back to me. All I want is for the funds to be withdrawn to me.

If you can get in touch with them and ask them to do a manual withdrawal that would be helpful as I cannot get in touch with someone and I feel like it is all a scam!

Unresolved

€663

No refund as promised ignored messages

Hello, The casino allowed me to register and deposit £11 but would not let me play games so the balance was and is stuck in the account, they do not have a function to withdraw. I have contacted them 6 times from 6th of April. The company have replied to me once dated 11th of April advising my deposit would be refunded shortly, Over 3 week has passed and no refund and no further replies, my balance is still in the account and I want it refunded as promised. It's a very simple request to refund as they won't let me use their site. There is simply no reason why they are holding the £11

Unresolved

£11

Delayed payment for 3 months and they stopped responding

Hello,

I won 6000 euros back on 16/6.

they requested I verify myself which I promptly sent over anything they asked for. two weeks later they start giving out partial payments over a couple months then late july early august everything stopped. ( they even made me switch payout methods a couple times with no luck).

I keep trying to reach them over in-site mailing service all I used to get was the automated response of " your requests are put in turn". but after 10/9 I haven't been getting any responses from them at all. with 3000 euros still pending.

I've tried multiple times to call their number with no response as well.

Unresolved

€3,000

Not paying out winnings

BetVoyager casino greatly delays payouts.
None of the representatives of the casino respond to my letters!
I mainly play roulette. I do not use bonus offers.
Verification was completed recently, in May 2020.
I’ve been playing in this casino for a long time and is very indignant at such an attitude to regular customers !!!

Unresolved

€5,369

Declined payment 136624 euro

Good afternoon. I want to inform you that Betvoyager casino refused to pay me 136624 euros !!! On February 19, 2019, I made 50 Euros on my deposit at Betvoyager casino and started playing Euro roulette for one number. My decision was to bet on the number 2, since I played on my system in one number and the number 2 is just my favorite number. Starting with a minimum bet, I saw a frequent fall of the number 2, so I decided to gradually increase the bet. As a result, the rate reached the maximum value of 200 euros per number! The game lasted about 4 hours in a row. Accordingly, my deposit began to grow at a high speed and reached a value of 136624evro! I have screenshots of my game that I recorded during the course of the game. Of course, it might seem incredible to you to win such an amount, but what about bets on a maximum of 200 Euros per maximum?
For my part, the game was fair and I did not use any programs and bots against the casino during the game. There were no crashes during the game. I played from a regular smartphone. After long correspondence, Betvoyager answered me: "Our security team has diligently checked and examined your games. It was concluded that there was an attempt to disrupt the RNG, and use a substitute program to generate a specific number in favor of the player.

In lieu of this and mathematical laws of probability, our security team deemed this to be impossible mathematically. As you understand, there can't be a number that keeps showing up hundreds of times while other numbers show up in a range of 10-30 times in a long game session.

We play only with honest players who do not try to find weaknesses in our system and try to exploit them. Our fairness control is for the player to know that we are honest, not for the player to try to rob us. Therefore your account is blocked. The results of your games have been nullified. Your initial deposit before you started to play is in your account, and we ask you to please created a withdrawal request for tat money so that we can process it and return your funds ". The situation when" 2 "often falls and the player in it betting more and more can not be considered fraud. Therefore, I demand to pay me my winnings soon!

Unresolved

€136,624

Withdrawal/verification issue

Hi,

I deposited (very easily) EUR 100 into my BetVoyager account in good faith that it would be similarly easy to withdraw funds. To proceed with the withdrawal process I am asked to provide verification codes for email and phone number. I have checked thoroughly that the information I have given is correct. I have also clicked on the 'resend' button many times in an attempt to receive these verification codes. I have received no code. I have received nothing.

This means I am unable to continue with the withdrawal process and BetVoyager have my money.

In an attempt to resolve the matter, I tried calling their expensive support line and repeatedly got no answer. I then resorted to sending their 'support' an email and have had no response.

This is very worrying and I would appreciate some help.

Regards,

Joel

Resolved

Withdrawal of €200.01 not paid yet

Hello i have withdraw 200.01€ exactly.

that was on 19 February.

21 days later and i'm not paid.

I cannot open the livechat ( dead ? ) and i have sent 3 messages from my profile.

I have withdraw by skrill and on the website he is said that the withdraw is immediately.

Please could you helped me I need that money back quickly..