Complaint #23 BetVictor Casino

Betvictor Casino - Withheld winnings, stalling account verification

By Stephen110964

9 years ago

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.

Disputed Casino BetVictor Casino

Reason Verification issues

Amount £715

Discussion

There are no replies at the moment.

BetVictor Casino Complaint Stats

Resolved 2 / 18

Avg. Amount $2,460

Avg. Complaint Duration 7 days

Avg. Response Time 5 days

BetVictor Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

BetVictor Casino Complaints

See all complaints for this casino

Unreasonable KYC verification demands

I am extremely disappointed with BetVictor's Compliance and Due Diligence process.

I have been a loyal, long-standing customer with BetVictor for many years without any issues. However, right after making a recent deposit, my account was suddenly frozen for additional verification out of nowhere. To make matters worse, their customer support responses have been extremely slow and delayed without any valid justification, leaving my account and funds completely blocked.

As part of their verification request, I provided my official Burgan Bank statement (showing 3 months of salary deposits) along with an official Ministry of Defence Salary Certificate.

Despite supplying these fully authenticated government documents, BetVictor rejected them, demanding "monthly payslips." I clearly explained that in Kuwait, government and military sectors do not issue individual monthly pay stubs; instead, the Ministry issues a single, detailed Salary Certificate that explicitly states on the document that it is valid for 3 months.

Furthermore, they questioned minor differences in deposit amounts caused by standard monthly operational/wartime allowances issued by the Ministry, which are clearly shown on the official bank statement.

Expecting a long-term customer to provide non-Western administrative documents that simply do not exist in their country’s legal system—while delaying support responses—is completely unacceptable.

I have fulfilled every reasonable verification step from my side. If BetVictor cannot accept legitimate government-issued financial documents, I demand an immediate account closure and full refund of my remaining balance to my original payment method.

Unresolved

$500

Betvictor Casino - Account closed with 5890 pound in balance

Dear Sir / Madam,

I am writing to you to raise an issue about Gambling

The issue that I have experienced was: I have had an account with BetVictor for almost 3 years and the account is fully verified. On 1/1/2023 I did come back after a year, I won and make successfully 4,500£, after that, I won another 5,800£ and made a withdrawal of 5000£. However, after one day of waiting they requested documents for account verification including, address, holding id pictures, and deposit verification, I submitted 3 of those documents and got a deposit and the id has been verified.

Only address verification has been rejected because of picture quality. And today after getting my latest gas statement with a pdf file, I submitted it via my bet victor app( i usually use both the app and website) while I waiting for that after 30 minutes I received an email from BetVictor said that they closed my account and keep all of my withdrawal and remaining balance with very general information. I'm shocked with what they did to my account while I just wait for my address verification complete, I have been in a very bad situation as they close my account without any reason because I didn’t do any thing wrong or against the term on condition.

It occurred on: 2023-01-11

This meant that They closed my account without any reason and took 5,890£ From my account. I don't trust any online casino as they break the law and justice

Reopen my account and let me withdraw all my remaining balance.

I look forward to your prompt response on this matter.

Yours faithfully,

Account number 10201533

Unresolved

£5,890

Betvictor Casino - Not paying rebounced funds

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.

Unresolved

€450

Betvictor Casino - missing withdraw

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.