Betsafe Casino- My principal amount unable to withdraw

Dear @konica,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hi Konika,

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

Please allow me to first and foremost apologise for the subpar assistance and information you have been given, I can assure you that this is far from what we aim and normally deliver to our customers.

It goes without saying that our management is available just as out support on a 24/7 basis and that we do make sure to get back to our customers in a timely and swift way.

This said, I am glad to confirm that our Account Manager has already contacted the customer to update and inform that the payments have been processed successfully and we also got confirmation from payment provider that this time these are successfully being sent to the customer. Just to clarify further, I can confirm that it was not from our side that the payments were being delayed, but it was from receiving end which was keeping these payments on hold due to an ongoing verification with the customer, of which we got informed only now and once this was successfully carried out together with the customer. As said, we were never given this information earlier as we would have been able to further clarify the reason of the delay with the customer, unfortunately this was beyond our control and knowledge, hence the reason we could only invite customer to reach out to the bank to obtain more information in our previous chats and emails.

The above clarified, I am glad that this was already resolved yesterday and once more wish to forward my apologies for the poor experience with our support.

Regards

Roger

Betsafe Customer Support Manager

Dear @konica,

The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the disputed withdrawal request/s and let us know in a timely manner if you have received the payment/s.

Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.