Beschwerde #228 Betsson Casino

Three delayed payments

Von Fabián Q.

vor 5 Jahren

Hello AskGamblers Team,

Firs of all, sorry for my English! I’m from Perú :D

This has been my first soccer betting season, I’m kind of sad because I didn’t have many lucky until the finals, when I won a recovered all my bets on the season and even won a little bit more but... on May 16 I did the first two withdrawals visa card transfer transactions for S/ 200 and S/60 (around US$ 70). The transactions were been approved. I supposed to receive the money transfer within 3-5 business us every time. I have the codes of both transactions if it’s necessary to show.

This is the first time that I have this kind of issues since I’m a Betsson user, today is 29.05.2021 and still no payment. It’s also kind of sad because I used my credit card and I was counting with that money, they said that they money goes to the card that you used to charge money and now I'm kind of worried because I have to pay that bill.

I wrote to the chat many times saying my issue, they sent me to the email support.

I sent all the information and they answered after 7 days requiring info that I’ve already sent when I wrote for the fir time but even with that today may 30 no answer.

I really need the money, on the chat they said to me something like “We’ve already paid you, talk with you bank” and it’s kind of sad in the way that how can I talk with my bank with no information about the payment, even with that... why do I have to take care the issue? When they send me to talk with my bank with no more info about it it’s like nobody cares.

On Sunday may 22, I did the last withdrawals visa card transfer transactions for S/ 230 (60 US$) and the problem it’s the same. Before making that withdrawal, I talked to the chat and they said to me that it was necessary to send the money to the same bank, even when I talked to them about the problem with the first two amounts.

In total, it’s like I’m losing S/ 490.00, the total amount for the 3 withdrawals visa card transfers transactions

I hope you can help me with this issue, I think it’s just about bad information. I have all the papers to prove what I’m saying and I’m opened to talk about solutions.

Thanks AskGamblers Team

Unseriöses Casino Betsson Casino

Grund Verzögerte Auszahlung

Betrag S/.490

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

CallMeFobi

• Peru

vor 4 Jahren

Dear Alex and Askgamblers Team.

I finally received the answer from the Bank a couple of days ago, they didn't explained me what happened but they solved the case and gave me the amount that I was asking for.

I want to thank you, it was a messy issue but I think that without your help my bank wouldn't solved positively.

I won't use that card anymore. Also, I want to emphasize that I keeped trusting in Betsson and keep gambling just because you were supporting me to find a solution with the withdrawal issue.

In that way, I can tell you that case is solved and I'm really grateful.

AskGamblers

• Support Team

vor 4 Jahren

Dear @CallMeFobi,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note 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 complaint 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.

Betsson Casino

• Representative

vor 4 Jahren

Hello,

As an update to this complaint, we have now heard back from VISA, who has unequivocally confirmed that the funds have been credited as they should. With this, we can confirm without a doubt that the funds are with the issuing bank, and is at the minimum held by your bank, if they have not already been credited to your account already.

I am sorry to hear that this matter has caused you to have a negative experience playing with us, but since we have every confirmation available to us that your funds have reached your bank, we have to at this stage kindly ask that you seek contact with your bank for further clarifications.

From our end, it is our firm belief that we have acted in good faith and upheld all of our obligations at every step of this process, and that it is the bank which issued the card to which you withdrew your funds that unfortunately have not fulfilled their obligations should any funds still be missing.

With this, we consider this matter closed from our end, as we unfortunately have exhausted all options available to us, but we appreciate that you have taken the time to bring this matter to our attention, and I sincerely hope that you will be able to resolve this matter together with your bank moving forward.

I wish you a good day and a lovely weekend.

Best regards,
Alex

Betsson Casino Beschwerde-Statistik

Gelöst 18 / 21

Durchschn. Betrag $1,990

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

Betsson Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Betsson Spielothek - Auszahlungsantrag in Höhe von €1.900

Hallo,

ich habe am 14.12.2020 einen auszahlungsantrag in Höhe von 1.900 Euro beantragt.
Die vorherige Einzahlung wurde mit der gleichen Visa Karte getätigt, wo ich auch die Auszahlung beantragt habe.
Nach dem ersten Abbruch der Auszahlung bekam ich eine E-Mail vom Support mit der Bitte meine Kreditkarte zu verifizieren.
Dies habe ich dann auch umgehend nach einigen Schwierigkeiten des Hochladens der Dokumente, erfolgreich und von betsson bestätigt, auch getan. Anschließend Auszahlung erneut beantragt, und bis nach den Weihnachtsfeiertagen gewartet, da dies ja auch zu Berücksichtigen war.
Nach erneuter Anfrage beim Support wurde mir dann 2 Tage später mittgeteilt, dass die Auszahlung abgebrochen wurde aufgrund von Technischen Störungen. Ich solle die Auszahlung erneut beantragen. Die ganze Prozedur erfolgte mehrmals hintereinander bis ein anderer Mitarbeiter vom Support mir per Mail mitteilte, dass meine Kreditkarte nicht verifiziert sei. Die ist aber wie bereits erwähnt erfolgreich und nachweislich von betsson verifiziert! Dies habe ich auch dem Support nochmals freundlich mitgeteilt und ein Screenshot von der Verifizierung im E-Mail Anhang angefügt. Daraufhin kam wieder von einem anderen Mitarbeiter zurück, dass Sie nicht Auszahlen können, da ich meine Einzahlung angeblich mit einer anderen methode getätigt hätte. Dies stimmt aber nicht! Das ganze geht mittlerweile schon etwa 10 mal hin und her. Dabei habe ich mich stets an alle ein/auszahlungsmethoden, Spielregeln, Mindestumsätze, Verifizierung gehalten. Dabei stehen alle Aktionen nachweislich in meinem spielerkonto! Ich verstehe es nicht. Die wollen mir einfach mein Gewinn nicht auszahlen und erfinden stets eine neue Ausrede. Ich finde es für einen Seriösen Anbieter einfach eine Frechheit.

Ungelöst

€1,900

Betsson - Einzahlung wurde nicht gutgeschrieben

Ich habe 2 Mal 10 Euro von meinem Girokonto auf mein Spielerkonto per Sofortüberweisung überwiesen aber das Geld wurde nicht meinem Spieler Konto gutgeschrieben. Ich habe zweimal versucht den Kundenservice zu erreichen habe aber keine Antwort erhalten. Ich kann zum Beweis ein Screenshot von meinem Konto machen indem die Abbuchung zu sehen sind.

Ungelöst

€10

Betsson - 1500 EUR aus Cash Turnier Gewinn nicht gegeben

In einem 10.000,00 Euro Exclusiv Turnier von Betsson Casino (Play'n GO Slots) nur für Deutschland.
habe ich mit Beweis von Screenshots den 2 Platz bei Ende der Aktion.
Der 2 Platz ist ein Cash Gewinn von 2.500,00 Euro.
Nach Stunden, obwohl das Turnier schon lange vorbei war hat man einen anderen Spieler auf 2 gesetzt und
ich war auf Platz 3 bedeutet 1.000,00 Gewinn.
Fakten:
1. Die Rangliste im Turnier wurde alle 60 Sekunden aktualisiert.
2. Ich war in der Zeit immer dabei und konnte die Rangliste immer wieder sehen und aktualisieren
und mit Screenshots festhalten.
3. Das Turnier wurde am 10.05.2020 um 23.59 Uhr beendet
4. Ich war vorher auf Platz 2 und ich war beim Ende am 10.05.2020 um 23.59 Uhr auf Platz 2,
und ich stand auch noch am 11.05.2020 also 5 Minuten nach Ende des Turnier auf Platz 2
Bedeutet unter Beweis der Screenshots ganz klar das ich bei Ende des Turniers auf Platz 2 bin = 2.500,00 Euro Gewinn
5. Betsson zahlte mir nur Platz 3 = 1.000,00 Euro
6. So mit betrügt man mich um 1.500,00 Euro die ich einfordere.
7. Seit dem 11.05.2020 versuche ich mit Betsson diese Situation zu klären, aber seit 2 Tagen höre ich jetzt gar nicht mehr,
obwohl ich Betsson mehrfach angeschrieben habe.
Ich bin schon lange Kunde bei Betsson und hätte so ein verhalten von Betsson nie erwartet.

Mit freundlichen Grüßen
Reiner

Ungelöst

€1,500

No way to use my deposit payment method for withdrawals, no further help and updates after 4+ days

I am not sure if this is a genuine problem or just poor public relations from Betsson Casino. I saw that Betsson seemed to have a good reputation so I joined this week. As it was, I got lucky on my first day and decided to withdraw some of my winnings as I used a Visa credit card to pay money into the casino and wanted to use the same method to withdraw. Instead, when I tried to withdraw money, I found that there was no way to do it. Every option was blocked. I spoke to chat who said that it was an issue they were aware of and their team would contact me. I waited a day and was not contacted so again spoke to chat a day and got the same response. No one from the casino has contacted me in the last four days. I am therefore not sure why they are so highly rated. Up until this experience, I thought they seemed like a good casino.

I have been playing casinos for almost 20 years and have never struck this problem as I usually check the reputation of a casino first. I would like to know when or if I can withdraw my winnings. I have attached screenshots that I took today.

Regards

Basil < surname removed >

Gelöst

$300

Problem with withdrawal and payment method

Just want to say I'm full verified in this casino, and have verified many payment options there. I was depositing few times here with mifinity option, now I cannot withdrawal my founds with mifinity, because when I'm trying this, error happens. Casino don't want to withdrawal with another option, even when this is not my fault, they delaying me all the time, and they don't know how to fix this, but still refuses to pay me with another option: verified bank transfer. Waiting now 4 days, when ewallet option should take 1 hour withdrawal...

Gelöst

zł1,250

Delayed payment

Hello, I present my complaint, I have my account verified, I have my 2 withdrawals of 150 PEN and 1520 PEN.

Approved more than 9 days ago, talk to them, I try to contact the casino betsson, but they do not answer me, no one does not have help support, I submit my complaint in AskGamblers with all the details please help I need help.

Gelöst

S/.1,670

Locked account with ongoing bid and no option to cashout

Dear AskGamblers,

Several days prior to September 5th, 2021 I lost 119000 Soles (PEN) in Betsson bets which I knew about the risk, then I succeeded in other bids so by September 5th I had in gains little bit more than 28000 PEN.

In September 5th I performed a combined bet with 28000 PEN for games to be played by next day (September 6th)

In September 6th, 2 hours before the games start; because of familiar matters I decided to ask for the Cashout of this so I logged in but I was not able to see any of my history nor ongoing bets.

I tried several times and then I got the message that my account was locked (as attached), I even checked my email as usual and no special communication found.

Obviously right now I have no way of getting screenshots of my transactions history in betsson as I have no access.

Mainly my complaint is claiming for the Amount Cashout for that bet, 2 hours before games start which I couldn’t perform because Betsson locked my account with no reason, it’s not because of protecting people because they had several days for protecting the user seeing that the user (me) was losing more than 100000 PEN. But no, curiously when the user (me) gained several bets and got little bit more than 28000 PEN then the account was locked and with an ongoing bet!

I need my bet cashout back. That’s what I am requesting.

I tried contacting betsson chat same day (September 6th) but they did not answer properly just saying that I had to wait until someone answers.

Find attached emails since September 16th, day in which I asked for formally enter a complaint because previous days no one told me about a complaint case number.

Actually until now I don’t have any complaint case number, last time I sent a reminder was October 12th and no answer until now.

This is incredible, I am totally conscious about the risk of these games and actually it’s like that, a game so anyone should get fun and being conscious about the risk. I was conscious and took my risk under my control. But the way Betsson is just ignoring me is not the proper way. They only agreed to refund my betsson account backlog but they never answered about my complaint so this is unfair and not proper at all.

Please your support in order to get the cashout back, as I was forbidden to do it on time.

Gelöst

S/.28,000

Did not receive the amount withdrawn after a week

It has been longer than the estimated time, which according to the page is 48 working hours, to be exact 7 days (not counting Saturday and Sunday) from which I requested the withdrawal and the payment has not yet reached my bank account. I have tried contacting your help center more than 2 times, but it is not responding. Please give a solution to my case. I had previously requested a withdrawal and it came to me without any problem but this time it is taking longer than normal.

Gelöst

€78

Verification taking more than 9 days

On September 10th, betsson has frozen my account and did not provide any reason, and on September 13t they have requested enhanced verification documents. I was fully verified before this with my identification proof of address and payment method uploads.

I have provided requested additional documents to Betsson on Sep 13th, and they have requested additional documents 5 days ago from today, which i have provided right away again.

Since then, there hasn't been any update on the status of the verification, and my fund has been sitting in their casino for 13 days since they have blocked my account. Please help to resolve this issue. I was very patient up to this point, because I thought additional documents were going to be approved within 1-3 days from the submission but it has been 5 days since I provided additional documents and 9 days since I have provided initially requested documents.

Gelöst

$4,679

My payment does not arrive

Goog morning. Its several weeks of waiting but the payment does not arrive. The casino does not responde to my emails despiste sending what is necessary for my attention. On many occassions and through varios channels ask for help but I have no solution until toda. Thanks for your help. I hope they can solve it soon

Abgelehnt

S/.1,646