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Betcart Casino - Withdrawal taking way too long

RESOLVED
Tbrnas2 Croatia
posted on November 22, 2017.

After last (successfull!) complaint via AskGamblers.com I got my withdrawal to Skrill after 3 months of "technical issues". After that, played, won some money and would like to make an withdrawal. Sent an email twice to 3 different adresses, again the same "technical issues" answers, FB chat not working at all. In the meantime, BetCart went down for day and a half, "for a new software update", installed new website, I wagered some bets, profited 130€, just to see that TOMMOROW they went back to old software and CANCELED all my bets and balance was back to day before, just to see that all my bets were erased like they were non-existent. Offcourse, nobody is also picking up the phone and now I am completely scared for my funds there. I sent an email 2 weeks ago requesting 2k€ withdrawal, but I would like to change that into 3k€ when the representative sees this.
So, for Betcart representative:
1. Please send me my money on Skrill, as agreed and requested, 3k€
2. What is going on with your website? Are you going for a new software? Why did you cancel my bets? Is it safe AT ALL to play now, without fear that my bets and winnings will be erased later?

Kind regards

AskGamblers
posted on November 22, 2017.

Dear @Tomislav Brnas,

Please keep in mind that some of your attachments have been removed due to the fact they were all containing sensitive personal information. Make sure to read carefully and comply with all Complaints Guidelines from now on.

https:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines

Thank you for your cooperation.

AskGamblers
posted on November 26, 2017.

This complaint has been reopened as per Betcart Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on November 30, 2017.

Dear Tomislav,

Sorry to hear your frustration, we are looking into the issue with our finance team.

Please know that I am looking into it and will revert back to within 48 hours as we had technical issues.

Working towards resolving you issue.

Thank You,
Betcart Team

Tbrnas2 Croatia
posted on November 30, 2017.

Your support asnwered me few days ago after a week of silence. Your phone service is not reacheable, your FB page does not answer.
As I stated in my last email to your support today ( Diana on reques­[email protected]­bet­car­t.com), I have changed my demands for withdrawal.

Official amount that I am asking is 4000€, paid to Skrill. Please do not insult my intelligence with "technical issues" that have been going on for several months now. So, I sent you an email, asking for 4000€ now, you said here that it will take you UP TO 48 HOURS to contact me back and send the money. As I also said in prior email, there is not a single normal reason (stalling, inliquidity... are not normal) to process withdrawals for 20 days. I see that some people here wait for their money for months.

You paid me recently to Skrill, meaning you solved those famous "technical issues".

I really expect you to honor your words and send me the money via Skrill within normal timeframe, and that is (as you also said up there) 48 hours.

Another issue, that you completely ignored, and I asked it clearly, is what is going on with 130€ of my profits that I made within a day on your new software, before you turned it off and went to old software and my old balance. I urge you not to ignore this, as I also made some other bets and nono of these are visible in my bet history.

In order to keep good business practice, talk in good faith and continue my logins to your site, please pay me as soon as possible.
48 hours is really enough.

Kind regards

posted on December 4, 2017.

Dear Tomislav,

We are committed to follow up with your complaint, we are looking into this issue promptly.

Kindly please note that we are in the process of resolving your issue.

Kind Regards,
Betcart Manager

Tbrnas2 Croatia
posted on December 4, 2017.

When I got an email now from AskGamblers, stating "there is a new answer" on this complaint, I really hoped I will get the answer.

I asked you DIRECTLY and FORMALLY several questions.

You took almost 5 days for what? This answer? What is this? Some kind of template you have on your PC?

You ARE NOT COMMITED to my complaint.
When I look in english dictionary, word "promptly" means :"done, performed, delivered, etc., at once or without delay".

This case and your manners regarding MY money is everything but promptly.
If this is promptly, what is then SLOW?

So, without further stupid insults to my, or to the other players, intelligence, please send me my money IMMEDIATELY.

Kind regards

posted on December 7, 2017.

Dear Tomislav,

Thank you for contacting Betcart, I am glad to inform you, that your withdrawal is completed, the money has been processed through the payment method you opted; your payment should be with you shortly.

You can go ahead and ask for any update over Customer Service department at any time.


Thanks for your patience.
Betcart Manager

Tbrnas2 Croatia
posted on December 7, 2017.

Indeed, money reached my Skrill account, as asked.

But, if you read my complaint again, it was stated that there were 2 problems:
a) withdrawal issue, which is now solved
b) Software, bet history and winnings missing issue.

So please, answer me on these questions, I will quote them here:

Statement:
"BetCart went down for day and a half, "for a new software update", installed new website, I wagered some bets, profited 130€, just to see that TOMMOROW they went back to old software and CANCELED all my bets and balance was back to day before, just to see that all my bets were erased like they were non-existent."

"Another issue, that you completely ignored, and I asked it clearly, is what is going on with 130€ of my profits that I made within a day on your new software, before you turned it off and went to old software and my old balance. I urge you not to ignore this, as I also made some other bets and nono of these are visible in my bet history."

AskGamblers
posted on December 11, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Betcart Casino management will soon jump in with an update on this complaint.

AskGamblers
posted on December 14, 2017.

Dear Betcart Casino,

Please let us know if there's some update regarding this case. Can you explain why player's bets had been cancelled and what happened with his profit of 130e?

Tbrnas2 Croatia
posted on December 15, 2017.

Dear BetCart casino,

please send additional 2000€ to my Skrill account, using the data from last withdrawal.
By paying me 4k last week you showed that you are (at least I hope) liquid. Also, you showed that it is not problem for you to send money to Skrill.

I am extremely worried for my funds cause a lot of players here are complaining, AskGamblers even flagged your site as untrustworthy.

Send me 2000€ to Skrill, leaving some 500€ on account, and maybe I will continue to bet there.
Also, I am extremely dissapointed that you did not answer what is going on with my 130€ profit on bets.

Kind regards,

Tomislav Brnas

Tbrnas2 Croatia
posted on December 15, 2017.

Dear BetCart,

due to latest info I got about country restrictions and banning players, along with current withdrawal and communication problems,
I will change this amount (2000€) for withdrawal to everything I have on the account.
I have some bets running till tommorow, I will send you here the info on EXACT amount I expect you to send on my Skrill as soon as possible.

Will send you correct amount here and on 3 of your emails.

Regards,

Tomislav

Tbrnas2 Croatia
posted on December 18, 2017.

After settling all the bets,

my FINAL amount that I request for withdrawal is 2500€, leaving some spare change on the account.

I am not interested in some intellingence insulting factory emails from you.

You already send 2 withdrawals to my Skrill in last month and a half, meaning you DONT have tehnical issues.
If you are REALLY dedicated to your customers, this is not the way for treating them.

Send me 2500€ on my Skrill account that I used for prior withdrawals immediately,

or I will have to contact every institution connected to you or your licence.

Regards

posted on December 22, 2017.

Dear Tomislav

Please note that our relative department has already replied to your personal email.

We kindly ask you to check your email and let us know in case of any further assistance is needed. We will be glad to help you.

Thank you for your time.

Best Regards

betcart Team

Tbrnas2 Croatia
posted on December 22, 2017.

I got response to my private email from Betcart, stating:

"Dear Tomislav,

Thank you for being patient.

Please be kindly informed that the relevant team has investigated your case and the amount of 130 EUR has been already added to your account.

Also we would like to confirm that your withdrawal request has been received and is sent to the relevant team.

Please make sure contacting us in case you have any further questions.

Best Regards,

betcart Team"

I can confirm 130€ has been put to my account.

So, they confirmed my withdrawal is being processed and sent to relevant team.

IF EVERYTHING IS ALL RIGHT, that means the next Betcart message here should be: "Can you confirm receipt of withdrawal on your Skrill?" within 96 hours from this message. Everything else means they are stalling on purpose and not willing to pay me.

I also sent a complaint to Curacao gaming licence operator, who confirmed they reached out to BetCart, waiting for response.

So, BetCart, in order to keep good business practice and continue working in good faith, please send me my requested withdrawal to Skrill in 96 hours timeframe.

Kind regards

AskGamblers
posted on December 26, 2017.

Dear Betcart Casino,

Please let us know if there's some update regarding this case.

posted on December 30, 2017.

Dear Tomislav,

In order to speed up the process we suggested you to proceed your request through an alternative method. Our suggestion has been rejected as it was mentioned in your email. Hereby, our financial department has already undertook all necessary actions.

Also, please note that it has been several times that your payout went through and reached your account successfully. Your request will be processed in the couple of days and you should be able to see it shortly.

Please feel free to let us know when you do, and thank you for your patience.

Best Regards,
betcart Team

Tbrnas2 Croatia
posted on December 31, 2017.

Ok, so betcart basically said that:
a) they comply with my wanted withdrawal on Skrill (suggested a bank withdrawal which I did not want to take due to some negative experiences with that here in some other players complaints)
b) Betcart said it will take couple of days. Stalling once more, I hope this one is definite one

I am waiting and expecting my money on skrill soon.

Regards

posted on January 4, 2018.

Dear Tomislav,

This is to inform you that we have double checked the status of your payment with the relevant team.

As we usually pay amounts on bank transfer, due to technical issues, this is the reason why we had arranged for this payment to be sent as such.

As you stated you prefer Skrill, this will be arranged, but, as it's different than what we had originally planned, might take a bit longer as it was already mentioned in our email.

Meanwhile we are here to assist you and will let you know once the request is proceeded.

Best Regards,
betcart Team

Tbrnas2 Croatia
posted on January 4, 2018.

Dear Betcart "support",

if we were in 1990˙s, your story might make some sense.

So. lets get to the point:

a) you made 4 withdrawals to my Skrill in last 4 months, after famous "summer of technical problems", meaning that
a1) you are stalling AGAIN or a2) have the most incompetent financial team in history of bookmakers.

Whatever is the case, I am not interested in.

9 days! have passed since you offered bank withdrawal which I refused.
This can be solved if your support made ONE PHONE CALL or EMAIL stating that "Mr. xxxxx wants his money on Skrill".

In your response here you said: "as it's different than what we had originally planned, might take a bit longer as it was already mentioned in our email."

If this was funny anymore, which it is not, it sound like you have to get all board members of the company for the strategic meeting, discussing what to do next, because plan is not going through...

I mean, I have been more then patient, this withdrawal is taking almost a month now, so I urge you send all of my requested fund via
Skrill before this ticket ends (96 hours).

Regards

posted on January 8, 2018.

Dear Tomislav,

We are sorry that you have such an experience with us.
However , we would like to inform you that the issue is coming from the third party and as we have already told you, we have contacted them on this.
The amount will be on your account right after we have this issue solved.
Thank you for your time.

Best Regards,
betcart Team

Tbrnas2 Croatia
posted on January 8, 2018.

@BetCart...

More than a month has passed,

WHEN can I expect MY money...
All of this is just plain stalling. Are you trustworthy anymore?

posted on January 12, 2018.

Dear Tomislav,

We would like to inform you that our Financial department has contacted the relevant authorities from Skrill and we were told that the payment was rejected due to some issues.

We apologize for the delay and we are currently working on providing you with the fastest alternative method.

Please bear with us till our Financial Department is investigating your case

Thank you for your time.

Kind Regards,
betcart Team

Tbrnas2 Croatia
posted on January 12, 2018.

I am using my Skrill account on a daily basis and EVERYTHING is ok with my account.
As possible alternative method, you can send my money to my neteller account, every data is the same as on Skrill account,

Tbrnas2 Croatia
posted on January 12, 2018.

I just talked to Skrill on phone, they said that my account is fully operational and there is not one single reason for them to reject my payment, so I think this is one of stalling methods.

I contacted Skrill via email and they will contact you if needed.

I want money on Skrill or Neteller (preferably Skrill), cause I used it for ALL of my deposi­ts/­wit­hdr­awals.

Send me my money

Tbrnas2 Croatia
posted on January 12, 2018.

Betcart, (left dear on purpose)

this stalling is getting extremely ridicolous.

I am Skrill Vip customer, got in touch with them today, and this is what they sent me few hours ago:

"Thank you for contacting the Skrill VIP Team.

I would like to confirm that your Skrill account is fully operational. You can send and receive payments, just like you did a few days ago. If the merchant has any difficulties, please advise them to contact their account manager at Skrill directly.

We kindly advise that you relate this information to the merchant and allow them a few days to investigate the case. If there is still no resolution, we will forward a request to our Merchant department to investigate the issue with the merchant.

Please let me know if you need anything else.

Kind regards,
Stan
Account Manager
Skrill VIP Team"

Meaning that there is NO PROBLEM with my Skril withdrawal.

Please stop insulting my inteligence and send me my money before this complaint ends

posted on January 16, 2018.

Dear Tomislav ,

Thank you for your email and investigation.

Please rest assured that we from our side are also in communication with the relevant authorities from Skrill.

We are following up on your case , and hope to finalize it as soon as it is possible.

We , from our side, also would like to ask you to allow us some more time to investigate this issue, and come back to you with a best solution.

Thank you for your patience.

Best Regards,

betcart Team

Tbrnas2 Croatia
posted on January 16, 2018.

No, you do not have time from me!

My withdrawal is almost 45 days stalled!

This is ridicolous and insulting!

You are scamming your customers for money! 26 complaints for not sending the withdrawals just on askgamblers?!?

Where is the money? Some people try to get on the bank, not possible. Some on Neteller, not possible. I want money on Skrill, you send me some idiotic excuses that only a child would believe.

Next stop: licence holder with a direct complaint, I am more than sure you are not withinn the boundaries of the licence with this kind of behaviour.

Send me my money to Skrill within 96 hours! Everything is working properly, Skrill says you are not correct when you say you have a problem with them!

Kind regards

posted on January 20, 2018.

Dear Tomislav,

Currently we are unable to proceed with your request through Skrill .

Our Support team has informed you that payment method is currently not available . Your request will be proceeded once the issue with Skrill is solved.

At the moment the only way to speed up your payment is Bank Transfer which was rejected from your side.

We are doing our best to solve the issue with Skrill ,however, we can not provide you with an exact time frame.

Once the method is available we will inform you right away.

Meanwhile, if you prefer an alternative method, please feel free to let us know.

Thank you for your time.

Best Regards,

betcart Team

Tbrnas2 Croatia
posted on January 20, 2018.

Ok, lets go one by one...

1. "Currently we are unable to proceed with your request through Skrill ."

WHY? You sent ALL of my withdrawals via Skrill, last one a month ago. Skrill already told me that the problem is not on their side, so this is stalling.

2. "Our Support team has informed you that payment method is currently not available "

When? You offered bank withdrawal as faster way, saying nothing about INCAPABILITY of Skrill withdrawals.

3. "At the moment the only way to speed up your payment is Bank Transfer which was rejected from your side."

I do not want a bank transfer because people here are still waiting for their money on bank account, it will just give you more time to stall.

4. "We are doing our best to solve the issue with Skrill ,however, we can not provide you with an exact time frame."

No, you are NOT doing your best. You keep blaming Skrill, and I am a VIP there, my agent told me you are telling lies!

5. "Meanwhile, if you prefer an alternative method, please feel free to let us know."

IF, and ONLY IF, it is impossible to send money to my Skrill, the only other way I want my money is on my Neteller account.
Email adress and all the data on Neteller is the same as on Skrill, so please send my money there if Skrill is not available.

Please do this within these 96 hours of complaint. On December 30th, you wrote: "Also, please note that it has been several times that your payout went through and reached your account successfully. Your request will be processed in the couple of days and you should be able to see it shortly." 21 day has passed, not COUPLE OF DAYS and it is not SHORTLY!

It is obvious and clear that you are stalling everything you can.

I will write email to your licence holder if I do not get my money within reasonable period. I will write to BetConstruct, whoever I need to in order to get my money!

https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/be­tca­rt-­doe­sn-­t-p­ayo­ut-­for­-mo­nth­s-o­win­g-m­e-o­ver­-15­k-e­uro­s-s­inc­e-s­ept­ember
This guy got paid 15k!

https:­//w­ww.a­sk­gam­ble­rs.c­om­/ca­sin­o-c­omp­lai­nts­/un­abl­e-t­o-m­ake­-a-­wit­hdr­awl­-be­tca­rt-­kee­ps-­ign­ori­ng-me

This guy got his money!

And all of these complaints were opened after mine!

Tbrnas2 Croatia
posted on January 23, 2018.

Small update:

Betcart contacted me privately about my withdrawal, offered to send my money via something called MoneyGram, service that I never heard of, dont know how to use it and do not want to learn anything about it.

I must say I used SKRILL for ALL of my withdrawals so far, without "problems" and "withdrawal denial".

Skrill never told Betcart they cant get recieve the money on my account, I got several confirmations on phone and via Email.

Now they are offering some ridicolous withdrawal method, just to stall again. I offered Neteller as alternative method.

This has to end now

posted on January 27, 2018.

Dear Tomislav,

Thank you for the detailed reply and feedback.

Please be kindly informed that all of our customers that received their amounts accepted other methods, hereby their payments went through faster and as you have mentioned, already reached their bank accounts.

Let me also point out that we have offered you 2 alternative and fast methods to get your money back and you have refused them both.

However, we would like also to assure you that the amount in your balance safe and will be sent to your Skrill account once the issue is sorted.

Best Regards,
betcart Team

Tbrnas2 Croatia
posted on January 28, 2018.

You offered bank account withdrawal, I saw in other complaints it takes a lot of time to recieve funds.

Yoz also offered MoneyGram, something I never heard about, dont have an account on, or know how to use to get my money!

I used Skrill for everything so far.
You lied about Skrill saying that transaction cant be accepted! I also offered Neteller as an option, you never said anything about it!

I want a copy of your communication with Skrill where it says that my account cant get the withdrawal, and an explanation WHY I cant get money on skrill or neteller.

"Technical issues" are surely not a problem.

I expect an honest answer after two months. Not interested in apologies or stupid explanations and lies. Honest answer and my money-that is all

posted on February 1, 2018.

Dear Tomislav,

Thank you for your patience.

This is to inform you that we are still experiencing technical difficulties with Skrill.

Our team is actively working to fix this as soon as we can.

We hope to have this resolved soon and we are sorry for keeping you waiting.

Thank you for your patience.

Best Regards,

betcart Team

Tbrnas2 Croatia
posted on February 1, 2018.

Look,

now it is technical issues :D

A little while ago you said SKRILL DENIED MY WITHDRAWAL.
Please make up your mind.

Also, you did not refer to my offer to send money to Neteller?

posted on February 5, 2018.

Dear Tomislav,

As we have already informed you the issue causing the delay is technical, we have pointed that out both during the communication to your personal email, and also here.Also please note that, unfortunately, Neteller is currently not available option either.

Regarding your payment we are looking into the fixture, but still it is being in process.

Once done, we will transfer your amount and inform you accordingly.

Have a nice day!

Best Regards,

betcart Team

Tbrnas2 Croatia
posted on February 7, 2018.

2 months have passed.

I have contacted Skrill via my VIP agent. They say that it is not true you tried to send funds, and you did not tell a truth regarding their "rejection of withdrawal".

I make a lot of transactions each day and not even one of MANY bookies has ever "rejected the withdrawal by Skrill".

I remind you that you sent all my money to Skrill so far, and that it took you a lot of time to solve "technical issues".

I demand a solid, firm and true timeframe WHEN can I expect my money on Skrill or Neteller.

Kind regards

posted on February 10, 2018.

Dear Tomislav,

We are sorry for keeping you waiting and regret to inform you that for now we are not able to provide you with any estimated time. However, once we have any updates you will be immediately notified to your personal email address.

Meanwhile, please also note that other suggested methods are still available options.

Again, we are very sorry for the inconvenience. Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help.

Sincerely,

betcart Team

Tbrnas2 Croatia
posted on February 13, 2018.

I am more than happy to discuss the problem here, this is more transparent!

This agony started 2 and a half months ago.

You paid me several times via Skrill, then LIED about them refusing withdrawal.

I WANT clear proof that Skrill DENIED my withdrawal. you are avoiding the answer on that!

WHY cant you give me clear timeframe? And what other options besides bank account do I have? Moneygram? and what else?

posted on February 17, 2018.

Hello Tomislav,

Thank you for your reply.

We are also willing to be transparent and would be glad to reply to you in any source that you prefer. As it was already announced Skrill account has a technical issue which was the main reason why we are not able to proceed with any withdrawal using that method. We have made you several offers to proceed with your request through other methods, however, for some reason, all our suggestions have been refused from your side. Nevertheless, we are inputting our efforts to find the best solution for our customers and moreover, we are expecting to have a final resolution of Skill and Netteler issues very soon.

Please bear with us in the meantime, until the issue is being sorted.

Sincerely.

betcart Team

Tbrnas2 Croatia
posted on February 20, 2018.

HI,
i really don't understand what kind of ''technical issues'' you have with Skrill or Neteller since I contacted them,asked them about ''issue'' and they told me there is no any single reason from why transaction from you couldn't be processed.I acknowledge that you offered me other methods of payment,but you have to understand that they aren't suitable for me; i want my money to be paid on Skrill or Neteller asap.Since you are responding me in I believe good faith, I want to trust you that you are resolving ''issues'' with Skrill/Neteller and would like you to give me some time frame in which I can expect issue to be resolved and my money to be paid by method i prefer.I also reserve my right to be paid on some other method which i find suitable if you don't resolve issues soon.So please,give me some time frame in which I can expect my money to be paid on Skrill­/Ne­tel­ler­;don't give me some undefined answers like '' we are doing our best'' or '' we ll make it asap''.
Regards,Tomislav

posted on February 24, 2018.

Dear Tomislav,

We assure you that your money will be paid by the method that you preferred. We are expecting to have the issue solved in the couple of weeks. This is the only time frame that we can provide you at the moment. However, we are also positive that this can take less than we are expecting and in that case we are able to proceed with your request much faster.
In case of any updates, you will immediately notified both to your email address and in AskGamblers so that all are aligned.
Just remember that we are only an email away from you, if you need any support.

Sincerely,

betcart Team

Tbrnas2 Croatia
posted on February 27, 2018.

Ok, i would like you to resume conversation here with me,because it is transparent.Now I have another issue, i can't login to my account,which seems to be locked because of ''failed login attempts'' although my login data are correct.How can i access my account now?Please reset my password and give me access to my account.Send me mail with link for password reset on my registered mail,or give me other solution to access my account.Also i would like to notice that i contacted Skrill again,and that they assured me that there is no problem on their side.However, i want to trust you that maybe you have some issues and that you are resolving it.I really expect my money to be paid on Skrill asap.Meanwhile,reset my password and give me access to my account please.Re­gar­ds,­Tom­islav

AskGamblers
posted on March 3, 2018.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Betcart Casino management will soon jump in with an update on this complaint.

posted on March 5, 2018.

Dear Tomislav,

We have checked your account and may confirm that most probably the issue is occurring because of your location.

We stop providing service to accounts registered in your country temporarily. As a result, your betcart account has been closed.
As agreed your balance amount has been already fully refunded to you.

Please check your account and confirm that you have received it.

If you require any further information please do not hesitate to us.

Best Regards,

betcart Team

Tbrnas2 Croatia
posted on March 5, 2018.

After 3 months of endless problem, I can confirm all my balance has been paid to Skrill.

Thanks to AskGamblers and to Betcart

Regards

AskGamblers
posted on March 5, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Betcart Casino complaints

  • 21 of 25 resolved
  • 3 days avg response
  • 4 weeks avg complaint life
  • 13,395 USD avg amount

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