Complaint #4 Betfinal Casino

Over 2 weeks waiting for my funds

By Yesca C.

9 years ago

Message on forum

I submitted my very first withdrawal request on Betfinal and have been waiting for it since April 28th 2017. I have sent all information they have requested and with the same exact details have been able to withdraw in other casinos. Here, they have delayed it over and over again, saying that the transaction is returned and what not. The main problem is that their support time is limited, only Monday through Friday, and they provide a response once per day, having made this transaction delayed over 2 weeks! I know that there is a waiting time of 3-5 days, but this has taken too long. I feel like they are deliberately delaying the transaction, waiting for me to have it cancelled and recredited in the site and then spend the funds. The transaction is $1470 and not sure why they do this. The site is really fantastic and I love the games, but this makes me not want to go back.

Disputed Casino Betfinal Casino

Reason Delayed payment

Amount $1470

Discussion

There are no replies at the moment.

Betfinal Casino Complaint Stats

Resolved 11 / 16

Avg. Amount $1,870

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Betfinal Casino Complaints

See all complaints for this casino

Blocked account and not responding to emails

Had my account blocked for logging in from my work computer that had to be on a VPN and completely stopped communicating with me. I have emailed numerous times to try and get paid the $19,700 balance that I have in the account to no avail. The terms (section 1.6) do not clearly state that use of VPNs are not allowed and unless used to access their site from an illegal country or to mask your current actual location which is not the case for my account at all. My account has been fully verified, including my proof of residence. This is just another Curacao book that will look for any reason not to pay legitimate winners. It's a great site if you are looking to just go casually lose some money but if you win don't expect to be treated well and you absolutely run the risk of not getting paid.

Please see below for the only mention of VPN service in their terms:

6. Access to certain Services on the Website may not be legal for some or all residents of or persons present in certain countries. We do not intend that the Website and Services be used by persons in countries in which such activities are illegal. It is the Customer’s responsibility to make sure to not use a VPN, proxy or similar service that masks or manipulates the identification of your real location, or by otherwise providing false or misleading information regarding your location or place of residence. Betfinal.com reserves the right to ask for proof of address from clients and to suspend their account until satisfactory documentation is provided.

I am located in the province of Saskatchewan in Canada, which is a legal country. I have never tried to access Betfinal (or any other web site for that matter) from outside of Canada. The VPN service on my work computer was a forced security precaution because I worked for a Financial Institution and was forced to work from home during a pandemic. I have adhered to all their requests and answered all their questions honestly, yet they have blocked my account, stolen my legitimate winnings, and refused to answer my emails.

Unresolved

$19,700

Account restricted and they do not even reply to my mails anymore

My account is restricted since a long time without any reason. They asked many documents from me including my id card, selfie with id card, bank statement, salaries pay slip etc. I have sent them all. Now they don't reply to my mail. I go to live chat, the officer gives me a mail address to contact them, I sent mail but they don't even reply! I would like to get the help of Askgamblers to gain the access of my account and get my funds. I didn’t even win much. Only a few dollars.