Complaint #7 BetVoyager Casino

Bonus money missing from my account, poor customer support

By vokaj

10 years ago

Message on forum

Hi!

I write a second time today because I see that I was obviously not sent my complain on right way.

I was having 20 euros of bonus money still left on account and that money some have wasn't visible on my main account but In bonus room is a visible that is need to be there. I was sent message to bet voyager support and they ask me to sent hem screen shoots what I was do immediately.

They was answer me that screen shoots are ok and shortly after that that my issue is sent to financial department, after that financial department sent me message that my issue is forward to department of concern. Day after I got message from their management :

Date: 05.06.2015 14:36:28
Project: BetCruise
From: Management
Subject: RE: RE: RE: RE: RE: Dear Finance Department
Dear sergioJ,

We would like to inform you that we are busy with your problem.
In the meantime your account will be blocked, so we can check all details.

We appreciate your understanding.

Regards,
The BetCruise Management

my answer

date: 2015-06-04 13:54:33
--------------------------------
subject: RE: RE: RE: RE: Dear Finance Department
--------------------------------
Thank you very much.

regards
--------------------------------

After while I was reminded that today is free tournament so I sent them a new message:

Date: 05.06.2015 14:48:21
Project: BetCruise
To: Management
Subject: RE: RE: RE: RE: RE: RE: Dear Finance Department
I will rather cancelling bonus than have blocked account. How will I participated in tournament and use my account if is blocked?

best regards

they answer:

Date: 05.06.2015 14:54:22
Project: BetCruise
From: Management
Subject: RE: RE: RE: RE: RE: RE: RE: Dear Finance Department
Dear sergioJ,

Please be informed that we have to check all details.
As soon as the investigation is done, we will inform you.

Regards,
The BetCruise Management

after that message I sent them few more but they didn't answer now already more than 80 hours.

Here is my messages:

Date: 05.06.2015 15:01:58
Project: BetCruise
To: Management
Subject: RE: RE: RE: RE: RE: RE: RE: RE: Dear Finance Department
Dear Management hope investigation will be over during this day. Because on this way instead helping me You doing opposite thing. Till today I was loyal customer 5 years on betvoyager and never have any problems, now I ask help and get opposite thing.

best regards

No answer

Date: 05.06.2015 23:15:32
Project: BetCruise
To: Management
Subject: RE: RE: RE: RE: RE: RE: RE: RE: Dear Finance Department
Dear Management

Any solution to my problem?
Can you please explain me why my account was need to be blocked in this investigation? With all respect that is for me more as a punishment instead of help with my issue.

Best regards

again no answer

Date: 08.06.2015 13:20:28
Project: BetCruise
To: Support
Subject: Dear Support
Dear Support my account is blocked already for 4 days and I still didn't got any clear answer.
I will appreciate any information about that issue.

best regards

no answer

and las one

Date: 08.06.2015 13:20:28
Project: BetCruise
To: Support
Subject: Dear Support
Dear Support my account is blocked already for 4 days and I still didn't got any clear answer.
I will appreciate any information about that issue.

best regards
no answer
I don't even ask that 20 euros of bonus now.
I just want to know why was my account need to be blocked?
Why they no answering to their customers?
Is it science fiction to solve such a simple problem?

p.s. I can do screen shoots of all messages and of my account if is necessary

Best regards to all

Jakov

Disputed Casino BetVoyager Casino

Reason Missing Funds

Amount €20

Discussion

vokaj

• 1 reviews

10 years ago

Dear Askgamblers team please close my complaintproblem is solved.

regards

vokaj

• 1 reviews

10 years ago

Thanks.

Best regards

BetVoyager Casino

• Representative

10 years ago

Thanks for playing. Good luck.

vokaj

• 1 reviews

10 years ago

I was recive appology and my account is unbaned.
Complain can be close now.

i want to say big thany you for Askgamblers.com for helping me and other players in situations like this.

regards

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

Delayed verification and €900 payment

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?

Resolved

€900

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..