Complaint #106 Betzest Casino

Stalling my winning 33500 CAD

By BraveHeart80

4 years ago

Hello Askgamblers Team

Please bear with me as this going to be fairly long complain about the nightmare experience I am facing at BetZest Casino .
I signed up on June 5 at BetZest casino since it has a very good rank in your website and licensed by MGA .
I deposited $200 without enrolling in any bonus and I was lucky to have a big win on Immortal Romance slot .

I submitted all the documents needed as any typical Casino asked for KYC and the nightmare started on June 6 .

They asked for extra documents like 2 selfies , passport and Diver license , Bank statement for 3 month .

Long Story short , after 8 days and on June 14 , my account was verified .
Once I asked for withdrawal transaction , they Declined it and their excuse that I have to submit documents proves Source of wealth and source of funds .

Excuse me !! I only deposited $200 in your casino and According to the Anti-money laundering (AML) legislation and the Financial Intelligence Analysis Unit (FIAU) implementing procedures on customers who deposit over €2,000 which is not applying on my case .

Again , Long story short I submitted all documents prove my SOW and SOF in order to withdraw my money even I am not convinced and Finally my account was fully verified.

I was expecting after a nightmare I lived for 10 days I will be able to withdraw my winning according to T&C that I can do 2 withdrawal transaction for 1000 Euro each ( around $1470 Cad dollar )

Another nightmare come up when I process a withdrawal transaction for 1000 euro ( 1477 Cad dollar ) . I was able to do one withdrawal . I send an email to Finance department and explained what I am facing . They replied to me after 12 hours that I can’t process 2 transactions at the same time . I need to wait 1-5 days for the first transaction to be process and received then I can do another transaction .
I attached a screenshot of their T&C that I can do 2 withdrawal transaction for $1000 Euro daily and it’s not mentioned the excuse that I have to wait 1-5 days for the first transaction to be proceed and received in order to be able to process the second one .But as usual they ignore my email .

I suggested to use my ecoPayz account to be able to withdraw 2 transaction for €1000 each daily since it mentioned on payment section that it takes 1-3 hours but they said it’s not available for time being .

I send another suggestion to use MuchBetter for withdrawal since it takes 1-3 hours to be process 2 withdrawal transaction but they ignore my email .

so you can see from I mentioned above that BetZest doing their best in delaying to process my withdrawal transaction by creating excuses , make me go through extensive security check even I only deposited $200 in a faith of keep me playing and loose my winning .

The funny is I only did one withdrawal transaction for €1000 ($1477 CAD ) so far on June 15 and It process at same day and I received it on June 17 but when I try to to process another transaction at same day of receiving , the first withdrawal transaction was still in a pending status on my casino account so it disables me to process another one .
I sent them an email and confirmed the payments has been been received but Finance team said they have no control on interac system and only merchant can remove it so I need to wait .

I am sure they are kidding me ! They treat me like I never played online . I’ve been playing 15 years and using interac for the last 4 years in other casinos and never had problem . I always received it between 24-36 hours except at BetZest .

Askgamblers , I still have $33523.65 CAD in my casino account and I am only asking BetZest to be committed for their T&C which is enabling me to process two withdrawal transaction for €1000 each ( $1475- 1477 CAD ) on daily basis by using interac , EcoPayz or MuchBetter payment method .

I won’t be able tolerate their tricky scheme to withdraw €1000 every 3-5 days which would take me 5 month to withdrawal my total balance .

Askgamblers , I would like to thank you in advance for reading this, and again I am only counting on your fair judgment and I am willing to provide any further information you might need to prove my decency .

Disputed Casino Betzest Casino

Reason Delayed payment

Amount $33526.65

Discussion

AskGamblers

• Support Team

4 years ago

AskGamblers Complaints Team has been provided with valid evidence on behalf the Betzest Casino management where it is clearly visible player's behaviour towards the casino's support was offensive and abusive.

AskGamblers Complaints Team consider player's behaviour as totally incompatible with the minimum standards of decency and normal attitude. Moreover, such behaviour is considered as a direct breach of the AskGamblers Casino Complaints Service Terms and therefore, AskGamblers Complaints Team decided to reject the case and suspend the player's further access to AGCCS.

The complaint is now officially close

Inactive user

4 years ago

Ask gamblers I have been asking you forever to interfere and you did nothing and now once the crook mentioned about offensive language I used for his staff , you replied right . Is it fair . YOU KNOW AND I KNOW THAT CASINO ARE NOT APPLYING THEIR TERM AND CONDITION AND HOW THE MANAGER IGNORING TALK ABOUT ARTICLE 6.5 . I am sorry ask gamblers but you were fair with me at all . 3 weeks and you kept the rouge casino act like the angle and you know for truth that casino is not paying according to their term and condition

Thanks askgamblers but no thanks . You didn’t help me at all . You have been supporting the crook manager against me

AskGamblers

• Support Team

4 years ago

Dear Betzest Casino,

The AskGamblers Complaint Team is kindly asking you to provide an evidence that could support your accusations towards the player for using offensive language against your staff members. Please send required information and evidence to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Thank you in advance.

Dear @BraveHeart80,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have played and lost your remaining balance. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks for your cooperation.

Inactive user

4 years ago

For almost one month I am holding myself not to play but with your dirty scheme in paying out and always use excuses not related to the subject. I just lost the money and within 15 minutes you post in askgamblers ,,, wow as you dreams come true and I lost the money .
I blame you and ask gambles team for not helping me and enforce you to apply your article 6.5 in term and condition but unfortunately askgamblers did nothing from their end and just let us post on reply .
Congratulations mr manager and good job and thanks for no thanks to ask gamblers who rated your casino 8.2 which should be 2.5 or not recommended .
Anyway I just wanna give a piece if advise for all players specially my Canadian mates , don.’t play here and you can see how I am surviving to get my winning for one month and they only 15% of my winning . I know you would say it licenses by MGA but it’s the worst one . They would play psycho games in order to keep you playing and loose your winning . It’s right I lost my 27 k remaining balance due to negligence and dirty scheme in paying out but I got too much headache from posting for nothing. . It’s what it’s but stay away from this casino by all means . They will not pay and you can see that I didn’t get help from askgamblers to enforce them to follow article 6.5 . It’s a rouge casino by all means running by crooks . Stay away guys , there a lot of respectful casinos outhouse there .

Betzest Casino Complaint Stats

Resolved 49 / 50

Avg. Amount $1,779

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Betzest Casino Complaints

See all complaints for this casino

Delayed Payment and Restricted to create ticket or chat

I have had one pending withdrawal for a while I see is still pending, no way that I create ticket to support it appears to be "restricted to create a ticket" !! No live chat to ask them and no way also to send them emails. Gmail tell me that their support email doesn't exist or rejects my email so what's happening with this casino I don't know?

Resolved

€50

Support closed and cannot be reached, balance active

I opened an account about 1 week ago. Deposited 100 Euros and my current balance is now 2829,74 Euros.

I tried 2 verify my account but when I uploaded the required documents, I was told that there was a technical issue and I should contact the support line. I reached the live chat and was here asked to attach the documents to them and they would forward it to the financial department.

The day after I was unable to reach the live chat. It seems to have been shut down, and I cannot reach it from device or computer, logged in or not. The support mail registered on the site is [email protected], but it is not possible to write to this address as it does not exist. I also tried to send a mail to the support group when I was logged on the site, but it now say that I have been “restricted fro creating a ticket”.

It seems very suspicious that I am able to reach the live chat one day and the all of a sudden all contact is impossible.

I hope you can help me

Unresolved

€2,830

Neverending verification

Hi. I have tried to verify my account with betzest since October of 2021. They have dragged it out and out. When I tried to withdraw again today they responded with rejection the withdrawal and "The documents and account are under review. Your account is being checked by our sportsbook risk team. You will be notified of the latest news." This is the same message I received when sending a withdrawal request 24.03.2022. I have sent them all requested documents months ago. I hope askgamblers can help me here.

Resolved

€6,965

Game stuck after losing almost $2,000 and they won't help

I was playing Rome: Caesars Glory.

I put about $ 2000 in it when I finally got the bonus game, the game suddenly turned off there is no communication with betzest, instead of chat it sounds like a machine.

not only that, this game allows you to collect caesars which give you an extra bonus and I almost had 275 collect on a bet of $ 8-10 which will generate any win, i add photos and answer betzest.

I try opening this game on betzest from 10 different devices, searches etc nothing works.

lays that they are waiting for a response from the playson, they did not contact them at all, today they send email game works fine that's not work at all on my account!!

Resolved

$512

Delaying payment and verification

HI!

Betzest casino is delaying my payment and the verification process. First time I tried to withdraw 18.4.2021 and immediately got an email stating that I need to send a bank invoice containing payments to betzest finance team ([email protected]). Understandable so i sent them.

After this I wait 6 days without response so I decide to send a chat through their site asking about the verification and they just boldly answer "please wait for response" and closed the chat. 2 days go by and I get an email stating again that I need to send a bank invoice AND a selfie of me holding my drivers's license and a piece of paper writing BETZEST with the current date in it. Sooo I did that and got a response that the verification is on its way...

All this trouble and wait have taken 9 days now, and I still haven't got my 1000€ withdrawal back.

Resolved

€1,000

EcoPayz withdrawal impossible, support not helping

They are making problems with the withdrawal of funds. Verified account, payment made by Ecopayz. I have been trying to withdraw funds to Ecopayz since April 18 and keep getting an error. Support still promises to fix the problem and wait patiently but nothing changes. In the chat, all they say is that the matter has been transferred to some department and that's it.

All necessary documents and screenshots have been sent.

Resolved

€250

Betzest is making verification of my account impossible

Could I get help from here regarding my verification process on Betzest? My phone number can't be verified as they claim they can't reach me when trying to call it, but on a previous encounter via their live chat they requested another number which I gave them. Then they said the same thing about not getting through to me but it later went through after much pestering on them to try to reach me, she asked for security questions which I answered all correctly and they said they would relay my messages to their finance team.

What is more than strange and suspicious is that they are saying they can only call me on the number I provided via email. That comes after they already called to that another number THEY suggested we should try. I have been called from out of the country (Nigeria) multiple times by my friends all over the world on same days they claim they can't get through and even provided them with proof that my mobile number is working perfectly. They suggested to contact my phone operator which I did and they told me everything is normal and calls abroad should work normally (as they have from my friends).

Also they have requested 3 months bank statements which I delivered immediately but those statements don't include postal code which my bank also confirmed is the case as I asked it from them. I had to go to the bank to get a reference letter that confirms my accounts postal code so I can send it to Betzest (which includes their current address) but they still didn't approve it at first place. Actually I don't know what the situation with that is at the moment as now the problem is with getting that phone call from them.

This has been going on for already like 1 and a half month and feels like they are only bullying me coming up with different requirements after another to get my account verified.

You can call me too so you could prove them wrong that my phone cannot be reached. I've told them to call at least dozen times and every time they claim they can't reach me. Then I tell my friends from abroad to try to call me and everything works like it should do.

I attach you couple of chats with them so you can see how it goes every time I try to contact them. And also there is my bank account statement where you see that postal code is not visible and also not available so I went to my bank to get a signed reference letter for them.

As a casino I don't have any complaints about them but this verification process has made me so stressed out.

Resolved

No withdrawal methods available

I've been trying to withdraw from my account for over 1 week. Initially it was refused because they said that the neteller was unavailable, then I asked for an alternative to withdraw they say that all forms of withdrawal are unavailable, but continue to accept deposits in those same forms.

I have € 2796 in balance, being unable to make withdrawals since 1 week, the department says it will resolve the matter but they don't say anything, and when I go to the chat the answer is always the same that I have to wait for.

I do not think it is moral to accept deposits but to reject payments by any method.

This is my problem, I can't withdraw in any way.

Resolved

€2,796

2751e stuck because of software glitch

Hi, I redeemed a bonus on Betzest and completed it according to the terms more than two weeks ago. However, the money got stuck as bonus money and I can’t withdrawn it.
Chat support says this is a software bug and promised that someone would be in contact with me by email. However I have not received any response or even a possible timetable for remedying the matter. When trying to send them email I always receive a reply that says I should contact chat support (who always says that someone will contact my by email).
It's now over 2 weeks since I contacted them first time of this matter.
Could you help me?

Resolved

€2,751

Delaying payment and being difficult

I have had winnings of 16 762.50NOK on betzest since 11/02-20. I have sent them all kinds of documentation, I even went to the bank twice and got dated, stamped and signed documents for them. Which they did not approve. I have over 40 e-mail correspondences back and forth with them. Their finance department finally approved me to cashout on 20/03-20 using skrill, which is what I used to deposit money. It turns out cashout does not work. I email finance again, and they say they are having trouble with their e-wallets. They offer me to withdraw using bank transfer, and if not I will get notified when their e-wallets are up and running again. This happened on 23/03-20. I e-mailed them again one week later, on 30/03-20 asking if it was fixed and got no reply. Two days later i wrote another e-mail which they replied to, saying that it’s still not fixed and that they can not give a timeframe for when it will be fixed. It is now 13/04-20 and they have still not managed to fix the problem with their e-wallets?

According to money laundering law the cashout should be made with the same method used when depositing money.

Resolved

kr16,763