Betsafe Casino - I have been charged too much on deposits

Hi BIGXGAMERS,

My name is Roger and I am the Betsafe Customer Support Manager.

I would like to refer to the numerous emails you have received from our Support, the Team Leaders and even in your complaint all on this same matter which was replied on date 20/2/2023 with Reference number 230218-005278

It has been made beyond clear in our correspondence that the charges/fees customer is referring to are very clearly Exchange fees/charges, so these are due to conversions of these transactions between different currencies.

These, as any other fees or charges any other payment methods impose, are not taken by us, are all beyond our control, all this is very clearly mentioned in our Terms and Conditions which have been supplied many times and I will supply and quote here for commodity:

https:­//w­ww.b­et­saf­e.c­om/­en/­ter­ms-­and­-co­ndi­tio­ns#­pay­men­t-rules

"When choosing a payment method you agree to the terms of that payment method and agree to any charges or service fees that apply on the deposits and withdrawals you make through such payment methods, and that the payment method is valid and that the payment account or card belongs to you and you have the right to use the payment method"

"Any payments received in a currency other than the one chosen by you will be converted into the currency of Your Account at the exchange rate we choose. Also, any exchange premiums are payable by you."

So although I once more reconfirm that we ourselves do not charge any fees, in any case as per Terms and Conditions the customer has accepted these when registering the account.

I believe that this is now clarified beyond any possible further misinterpretation or misunderstanding, and will consider this matter resolved.

Regards

Roger

Betsafe Customer Support Manager

Firstly, in the emails sent from Betsafe, all the mails have been copied as the first time. When i'm asking any kind of questions, or giving new information, Betsafe will only copy paste earlier message and just bold the text.

Over to "Any payments received in a currency other than the one chosen by you will be converted into the currency of Your Account at the exchange rate we choose. Also, any exchange premiums are payable by you."

This statement is fair and square. But the problem is that in week 6, Betsafe took 5-50 NOK more than offiicial rate. In week 7, it was nearly 10% of the deposit. This statement would be safe when you guys had verification in your deposits, and I could see the total ammount charged before accepting it. Sadly it was only for me to tap "deposit", and then the money was taken from my bank account..

I would never accept 600 NOK being taken on ONE deposit, if i had the change to see it/ decline it, before I was charged!!

Over to the next thing with this statement from you. I was courious if this was true or not, so i double checked by putting a new mastercard in. Here you charged in NOK, wich is the currency on both my bank and Betsafe account. Here should there NOT be any kind of exhange rate at all, right? In the pictures added, you can still see that I'm going to be charged with over 610 NOK to much aswell.

Therefore, this statement from you is not valid.


Firsly you are saying her: "These, as any other fees or charges any other payment methods impose, are not taken by us, are all beyond our control"

and then: "Any payments received in a currency other than the one chosen by you will be converted into the currency of Your Account at the exchange rate we choose. Also, any exchange premiums are payable by you."

This for me, means that you control all of the exchange rates taken by your providers, sincerly because Betsafe decides the outcome..

The most sadly thing is that you aren't willing to take any kind of blame, but proof of that my bank have nothing to do with it, is very weird. The third party/ payment provider, is chosen by you, and therefore it's fair for me to lay the blame on betsafe.

Only when I dont have money on my bank account, after multiple deposits, or using new cards, there will be a 3DS verification. And as told, in week 6, the currency rate was very close to the real official one. Therefore I did not think that Betsafe with their Provider would come closely to take nearly 10% more on new deposits...

Hi BIGXGAMERS,

As per my previous reply, the assumptions being made are incorrect, and once more, our Terms and Conditions are very clear on this.

I can of course understand you might not be happy with any such fees or charges being imposed by payment methods, but this as said is not something we will review or change.

The rules when using our site and services are clear, and when anyone registers an account s/he is inevitably accepting these rules.

If anyone should find these rules not to their liking, they are free to not make use of the site.

Since this complaint is not regarding any Terms and conditions being unclear, but simply expressing a personal opinion I will consider this matter closed.

Regards

Roger

Betsafe Customer Support Manager

Dear Roger.

Your answers are VERY vague, and not explaining your statements.

WHY are my assumption incorrect?

Why are you not answering my questions?

But you are totally correct that this isn't about your terms and conditions, but really under the category scam. I'm here giving full detail about everything i'm confronts you with, and the only thing i'm getting back is that this is incorrect?

I will add these questions once more, since it feels like its hard for you to answer on those.

1. You said that Betsafe have nothing to do with fees from provider, BUT there is betsafe who decides the exchange rate.. Why isn't the Betsafe i can accuse for fraudly behaviour here?

2. I Have read the terms and conditions, and when stated ""Any payments received in a currency other than the one chosen by you will be converted into the currency of Your Account at the exchange rate we choose. Also, any exchange premiums are payable by you."
Why is it still 610 NOK to much on a deposit NOK to NOK?

3. The most sadly thing is that you aren't willing to take any kind of blame, but proof of that my bank have nothing to do with it, is very weird. The third party/ payment provider, is chosen by you, and therefore it's fair for me to lay the blame on betsafe.

Hi BIGXGAMERS,

As I have already clarified and you have confirmed, we have clearly operated in line with our Terms and Conditions, which you have accepted when registering and using the account.

The actual Complaint is therefore closed.

For the very last time I will answer these last questions as a courtesy although they are clearly beyond the scope of this complaint and I repeat, all covered by the Terms and Conditions I have quoted and therefore ACCEPTED by the customer.

1. This is obviously wrong, exchange rates are decided and managed by Banking and financial institutions, in no way do we have any say. This is pretty common knowledge.

2. That is also obviously incorrect, as customer mentions in point 1, it is not how this works.

3. As said, you are free to have your opinion, and blame whoever you wish, this is however irrelevant, as I have now clearly and unmistakably explained, we do inform that with payment transactions other parties might apply exchange fees and other charges, and by using our site this is known and accepted by the customers.

I have now answered the questions and will consider the Complaint responded and closed as it was confirmed by customer that s/he was aware and understood our Terms and Conditions of use of Site.


Regards

Roger

Betsafe Customer Support Manager

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betsafe Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.