Complaint #7
Betfinal Casino
Closed account, declined winnings and refused further explanation why
8 years ago
In 1st of July i registered in the bet final , i deposited from my skrill account 60 euros and received bonus 60 euros also. I started playing a slot and i won 1354.5 euros after completing the wager requirements according to casino terms. I asked to withdraw the whole amount with my skrill that i had already used to deposit , i receive an email in 3 of July that was asking me to upload documents to verified my account and proceed with the withdraw and send the proper documents . I uploaded my passport ,a bank statement and a printsceen of my skrill profile page.
13 and 14 of july they asking me again to send a proper document ID and a skrill profile print screen, and on 17 of July locked my account in the casino without any excuse. When in 17 of July i send email asking why they have close my account and how i can upload the documents that they where asking me they send me this reply " Dear Ognjen.
We have now processed your account, and I am sorry, but we have decided to close your account.
Please send the following document in order to receive your payment:
Skrill Profile Page: Needs to show the "Personal Info" tab under "Settings" in your Skrill account.
Face ID: A picture where you are holding your National ID card or Driving License or Passport next to your face.
Hope you're still having a great day.
Kindest regards," In 19 of july i send a selfie of me holding my passport and a print screen of my skrill information and 20 of july the send me an email saying " Dear Ognjen.
Thank you for your documents. Your initial deposit is now refunded.
Please see full terms and conditions in the following link:
http://help.betfinal.com/terms-and-conditions/
Hope you're still having a great day.
Kindest regards, " On 21 of july i reply on that email asking why they are closed my account and why they paid me only my deposit that i have done the 60 euros and not all the amount that i had win and on 30 of July they send me an reply informing me that " Hello Ognjen.
Thank you for sending the documents in a timely fashion, but since you broke our terms, we have no other choice but to close your account.
Hoping you have a great day still." The same day that i receive this email i asked to inform me the exact reason and what term i had broke and on 3 of august i receive this reply that was saying : " Hello Ognjen.
We have closed your account, since you have broken at least the following term:
8. Betfinal reserves the right to void any or all bets made by any person or group of persons acting in an attempt to defraud us. If there is evidence of a series of bets, each containing the same selection having been placed by or for the same individual or syndicate of individuals, Betfinal reserves the right to make such bets void and suspend relevant accounts. This rule applies to both settled and unsettled bets.
Hoping you have a great day still."
As you can understand by our communication their reply's and the reasons that had used not to pay the winnings was to general and not giving a specific reason since i haven't violated or broke any of the terms and conditions and i believe that they are unreliable and do all that not to pay the winnings in their customers.
13 and 14 of july they asking me again to send a proper document ID and a skrill profile print screen, and on 17 of July locked my account in the casino without any excuse. When in 17 of July i send email asking why they have close my account and how i can upload the documents that they where asking me they send me this reply " Dear Ognjen.
We have now processed your account, and I am sorry, but we have decided to close your account.
Please send the following document in order to receive your payment:
Skrill Profile Page: Needs to show the "Personal Info" tab under "Settings" in your Skrill account.
Face ID: A picture where you are holding your National ID card or Driving License or Passport next to your face.
Hope you're still having a great day.
Kindest regards," In 19 of july i send a selfie of me holding my passport and a print screen of my skrill information and 20 of july the send me an email saying " Dear Ognjen.
Thank you for your documents. Your initial deposit is now refunded.
Please see full terms and conditions in the following link:
http://help.betfinal.com/terms-and-conditions/
Hope you're still having a great day.
Kindest regards, " On 21 of july i reply on that email asking why they are closed my account and why they paid me only my deposit that i have done the 60 euros and not all the amount that i had win and on 30 of July they send me an reply informing me that " Hello Ognjen.
Thank you for sending the documents in a timely fashion, but since you broke our terms, we have no other choice but to close your account.
Hoping you have a great day still." The same day that i receive this email i asked to inform me the exact reason and what term i had broke and on 3 of august i receive this reply that was saying : " Hello Ognjen.
We have closed your account, since you have broken at least the following term:
8. Betfinal reserves the right to void any or all bets made by any person or group of persons acting in an attempt to defraud us. If there is evidence of a series of bets, each containing the same selection having been placed by or for the same individual or syndicate of individuals, Betfinal reserves the right to make such bets void and suspend relevant accounts. This rule applies to both settled and unsettled bets.
Hoping you have a great day still."
As you can understand by our communication their reply's and the reasons that had used not to pay the winnings was to general and not giving a specific reason since i haven't violated or broke any of the terms and conditions and i believe that they are unreliable and do all that not to pay the winnings in their customers.
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