Free Spins winnings unfairly removed from account

I have requested a withdrawal on 22 November of 450EUR through debit card, but I have found out my bank does not accept overseas direct debit withdrawals through credit card (as shown in BNZ1.png). The bank said the funds would be bounced back to the merchant (BNZ2.png), but it has still not yet been credited to my account.

I have contacted Betvictor numerous times since Dec4, but the only response received was that I should wait - or no reply.

1. email chain on Dec 4 - they provided ARN number through email to track the funds, although I have shown that the bank does not receive ARN as overseas withdrawals are blocked before they get to BNZ (BNZ2.pgn). After that, no reply for my two emails on 11 Dec, 14 Dec.

2. No email reply for Dec 15.

3. Live chat on Dec 16, saying that I should wait till end of December.

4. Live chat on Jan 02 - Edith, the live chat helper, promised me to email the progress on the refund, but no reply has been received.

5. Have applied for a step 2 complaint on Jan 3, no reply received.

On march 3rd i had submitted a withdraw for the amount of $50 Canadian, but it was rejected and resent on the 10th of March as a bank wire transfer. Since that time I have yet to receive my funds. My bank suggested making sure all information is correct as the funds should have been to me quite some time ago. When asking for clarifcation, I have received two different types of information as you can see in the attached file. The one agent who gave me all my banking information had shown that my institute and transit number combined contained an additional number at the beginning which would change its complete destination. This makes the most sense as there is no other reason for my funds not being delivered. When I asked for more details, the next agent responded back essentially saying the one agent was wrong and that my information matches properly with what the inputed, but they are not able to provide proof of that. I am not sure how else to go about receiving my funds as the only thing they suggest is to contact my bank with the transaction number, but my bank is unable to see anything on their end. I do not want to accuse them of lying, but the fact of the matter remains that it seems as if they put in the wrong information and sent my money to the wrong account. If you could please investigate into this it would be greatly appreciated. Since asking for proof of them submitting the correct information, I have not heard from them. I would greatly appreciate your help in resolving my funds being sent to me.

I opened bet victor casino to play Congo bongo while on the main board of the bonus round 8 times multiplier and most characters collect the amount I had won was around 4300. All the time I was playin the game I was getting a message sayin there was a problem with my internet connection and I kept needing to reload the game. Finally wen on a sub section of the main bonus the game froze with that message again but this time is stuck at this point and still is till now on my account. After contacting there help service I did the usually deleting history cache I tried different devices and even someone else s internet connection all the same thing. BetVictor asked for speedtest which I sent 100 mb as this is another thing they tried to blame. I sent them screen shots of the issue as well which is still clear to see on my account. They says to me then they sent to the developers. So every week for about a month I was emailing askin progress. They had been saying to me ok we can see the developers are actually getting somewhere with this we’ll email you wen it is resolved. After around a month they finally got back to me there resolve was have I tried to reload th game to which I obviously wasn’t to happy about after the emails I sent with wat I had done and screen shots and everything. After a few emails back and forward they then says it’s my internet connection. Bearing in mind I’ve been playin slots on there site all,through this issue with no problems apart from this game and am still playin on the site with no issues. The game is still,stuck at the same point on my account after telling BetVictor am not happy with there responce to this I have heard nothing at all back no offer of anything to help or come to a resolve which is why I have come to you guys now. I have the screen shots I sent them and the emails back and forth from them if they are needed. I just feel like after a month of them tellin me the developers were gettin somewhere to then ask have I tried reloading as a resolve to the issue was an insult. So I hope you can help

I registed in Betvictor on Tu 22. Aug, with my account misscat777 Later that day at 04:34 I sent in the verification documents to [email protected] as instructed by the chat support, sent my card, front and back as well as an utility bill and my passport, all of this before depositing any money as I like to be able to withdraw without any issues or delays. Everything had been verified and confirmed. Tu 12. Sep I finally decide to deposit. I deposit right about £1000, I end up winning £687.50. I try withdrawing the full amount and it says that my account is inactive to contact live support. I contact the chat and they inform me that my account is closed, they say they have no need to give me a reason for it being closed. I dont believe this is fair and I deserve to get my winnings or at least let me know why my account has been closed, especially when I have never held an account with betvictor before, neither have i claimed any bonus or done anything wrong.

Used my credit card as new Customer, lost £200 took money no problem, I won next night £715 and they say can't refund a credit card , so I gave my debit card details,, they won't except it, so know I'm stuck can pay money in but can't withdraw. Next day they ask for loads of Identifcation council tax bill, polling card , driving license, passport,credit card statement with my withdrawals to them on it , my bank address sort code account number, they said it's not good enough,,I don't have anything else iv given them everything, if they think that a fraud is taking place then they should contact the police. They are not telling me what the problem is ,, can you please help.. if you would like to see the documents that I sent them , just ask and I will forward to you , thanks.

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 [email protected] I can open a new account with my current e-mail address. Exactly the same day I send a e-mail to [email protected] 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

I signed up to betvictor and done my first depoist but I didn't receive my welcome bonus , I asked support why . Support told me I needed to verify my account before they could add my welcome bonus . They then said I was ok to play on and verify the next day . I played for about 20 mins then all of a sudden my account was locked . Support couldn't tell me what happened but appreantly players from Australia are not permitted to play there . (I've attached screen shots of my sign up with the address clearly saying Australia , betvictor allowed me to sign up and depoist even with my address in Australia . So this is there error not mine , I did not no . Now they won't give back my depoist even know there apologise for this . Every time I ask were is my depoist they say it will be done in a few hours or at the close of business but they don't know what time the close of business is . It's beyond a joke that a casino allows the sign up allows the depoist then locked my account for there error then lies and lies about giving it back Can u please help

Hi. On 27th April I played a slot on betvictor called James win. Was playing £1.5 stake. It was playing games fine and I got the feature. How ever it just kept playing the same cycle over and over. Not letting me play the feature. So I contacted betvictor who looked at it. They advised me to clear data which I did. Restart my phone. Use a different browser to see if that would work. Nothing happened. I then logged in on a different phone. But that still did nothing. Told bet Victor that it didn't work they said they contacted the 3rd party who said it's not on their end. So advised me to do everything with my phone again. And still nothing. I understand they can't get the slot to work. But they won't give me anything at all. I've lost out on the win of the feature and would be more than happy if they could give me a cash amount that may average what the feature would give. Just don't think it's fair at all for them to just say there nothing more that can be done when I've lost out as a loyal customer.

I send last year my driving licence, utility bill and copy of Skrill to Betvictor. Now i won €2550,- and i try to login and see my account is closed, i send a e-mail and wait 4 days for a response, they told me i have to send a copy of my paysafecard vouchers. The problem is when i buy a voucher, i deposit at the casino and put the voucher in the waste, so i don't have to vouchers anymore. I told Betvictor about that and they told me we need the vouchers or you lose your money. Please help me to resolve!