Betsafe Casino - No quieren pagarme lo ganado

Hello,

I am sorry to hear that you have had a negative experience with your recent withdrawal. I hope it is ok that I get back to you in English, but if you would like for me to have this E-mail translated to Spanish, please let me know.

I have looked into your query carefully together with both our payments team, and I want to get back to you here with some additional information to avoid any confusion moving forward. The error message received in regards to your withdrawals is one that lets us know that your bank has refused the transaction from their end, meaning we are unable to pay out any funds to your bank account. Due to privacy policies, we are not privy to any reasons behind this, and for further information we kindly ask that you get in touch with your bank.

We are unfortunately not able to offer pay outs via cheque to any customer, but I also want to kindly point out that if we had issued a cheque, any issues causing the bank not to receive the funds via bank transfer would normally also prevent a cheque from being cashed out in a similar manner.

I want to emphasize that the underlying issue with receiving the funds is one which we have to kindly ask that you sort out by contacting your bank, and it is not something we will be able to assist you with from our end. With this in mind, I also want to stress that we are happy to send you the money from our end, and that we have repeatedly fulfilled our obligations in doing so during the withdrawal process. Once you have contacted your bank and rectified any issue which may prevent you from receiving the withdrawal, you are of course welcome to get back to us and request a new withdrawal, and it will be duly processed from our end.

If you would prefer, you can also register a new bank account, and once we have verified you as the owner of said bank account, you can proceed to request a new withdrawal, and we will process it accordingly.

I hope this helps clarify any miscommunication, and I wish you a wonderful weekend.

Best regards,
Alex

Estimados:
En respuesta a lo que indican, les informo que me contacté con mi banco (Scotiabank) los cuales realizaron la validación de mi cuenta y me indican que no tengo ningún problema o restricción para que me realicen transferencias bancarias, me indican que mi cuenta está activa y puedo recibir abonos de cualquier banco, por favor les pido que me den una solución para mi problema ya que no me parece justo que luego de haber realizado tantos abonos para cargar saldo y jugar en su plataforma de juego (Betsafe), incluso montos mayores a lo que estoy cobrando en esta oportunidad (lo cual pueden verificar en mis transacciones), y siendo un cliente suyo con mas de 2 años de afiliación, ahora me pongan tantas trabas para poder cobrar lo que he ganado.
Adjunto mi estado de cuenta, donde figura que mi cuenta está activa y recibe transferencias de diferentes bancos.
Quedo a la espera de su respuesta.
Gracias.
Saludos

Hello,

We have proceeded to issue the payment manually once again, this time through a different channel in which we do not normally process transactions to the country where you reside. We can therefore not guarantee that the payment will be successful, but as a one time gesture of good will from our end, we will make an attempt to pay out the funds in this manner.

This attempt on our end is one we make in order to have exhausted all other options from our side, and something we are doing as a show of good will. As previously stated, however, we and our providers do not have any issues concerning paying out funds to Interbank or Scotiabank. Should the attempt fail, we therefore will kindly have to ask that you consider other alternatives for withdrawing your funds.

Once we have a confirmation regarding if the transaction was successful or not, we will get back to you with further information.

In the meantime, I wish you a wonderful Friday and a lovely weekend.

Kind regards,
Alex

Estimados:

Agradezco que hayan accedido a realizar la transferencia por otro medio, por favor les pido que me indiquen como va la transacción ya que hasta el momento no he recibido el dinero en mi cuenta.
Quedo a la espera de su confirmación.

Saludos.

Hello,

After paying out the funds manually, we are now able to see that the transaction has been marked as completed, and the funds should now have reached you on your end.

Moving forward, I kindly want to inform you that this was a one time exception we did in order to pay out the funds manually using a method we are not normally offering. This is not something we will be able to do again, and we kindly ask that you keep this in mind moving forward. We have a rule where we are requiring our customers to withdraw using the same means and methods as they use for depositing, and if you would like to deposit using the same method you have previously, we have to kindly ask that you do so using a bank account which can receive withdrawals using normal means.

If you find that this is not an option, then I kindly suggest to instead making deposits using an e-wallet or other alternative methods which we are offering on our site. We appreciate your understanding and cooperation in this matter.

With this, we hope that this matter can be closed, and I wish you a wonderful day.

Kind regards,
Alex

Estimado @RaulSY,

El Equipo de Servicio de Quejas de AskGamblers le pide amablemente que actualice su queja a tiempo y que nos informe si ha recibido el pago en disputa. Por favor, tenga en cuenta que, en caso de que no responda dentro del plazo establecido, consideraremos su caso resuelto y, por lo tanto, se cerrará.

Por favor, tenga en cuenta que, según los Términos y Directrices del Servicio de Quejas de Casino de AskGamblers que Ud. ha aceptado al registrarse y al usar nuestro servicio de quejas, está en obligación de proporcionar el nivel necesario de asistencia y cooperación durante el proceso y proporcionar las actualizaciones a tiempo.

Gracias de antemano por su cooperación.