I have won a considerable amount by gambling on the Betamo website, betamo6.com. USD23530.10 to be exact.
When trying to withdraw the sum, I was left with two payment methods to choose from. Paysafecard and MiFinity. I chose the latter as the limit of withdrawal per day was higher compared to Paysafe. I have created an account and got verified and all. My first attempt got denied after an hour or two. Wondering why that is, I came to realize I haven't finished the verification process on the Betamo website. So I uploaded all the necessary documents and tried again. My withdrawal request got denied again. Being confused as to what is missing, I contacted the live chat agents to help me sort out the verification process. Here it started to get fishy. I was asked to upload documents and screenshots that were not asked on the verification page's requirements list. I was asked for different documents etc. And always piece by piece, they'd never tell me the exact list of what they are missing so I could sort it out in one go, instead this led to a ping pong game where I uploaded the requested document by the chat agents and my withdrawal request got denied over and over again. After uploading 7 documents and all 7 being verified, I made another attempt to withdraw only to realize the next day that my reward was gone and the withdrawal request was denied. This is really unfair as I have been using their platform for somewhat 3 years already and they were happy to take my money and my losses all this time, but when I win and want to cash out they make all this fuss with verification, and then, in the end, tell me "sorry, your tournament bonus was granted multiple times to you due to a glitch or something, so we're taking away all of your rewards". I have requested a log file from Betamo to see all transactions as well as chat logs which they have provided thankfully. I can also provide a screenshot of my winnings.
It just seems so strange that they ask for all these documents and information from me and deny my withdrawal requests multiple times only to remove my reward completely in the end. So what have they checked before that? Did they run out of excuses and saw that I wouldn't give up? Or was it maybe a human error and this is all just a misunderstanding from them?
I wish to resolve this matter in a civilized manner without taking legal actions against the provider and hopefully come to an understanding.
<full name removed>