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Betsafe Casino - Withdrawal being canceled due to false claims

RESUELTA

Información sobre las quejas

Casino en conflicto

Betsafe Casino

Cantidad

€ 1027.06

Publicado el 7 de junio de 2022

Hello AskGamblers,


On 01/19 I deposited €394.70 at Betsafe, and everything was always good, until I decided to withdraw the money I had won, which totalled €1027.06 including the deposit amount.


With my documents already verified, I tried several times to withdraw and they always refused and said that my bank details were incorrect. I claimed several times that they were right and that they were filled out exactly the same at Betsson (another casino of the same group and that has the same layout for payments) and that I had never had a problem. I'm sending an image comparing the bank details I put in Betsson and Betsafe showing that even though they are the same, only Betsson accepted. I also tried to make the withdrawal to Neteller, which they refused and asked to be through the bank account, which would obviously be refused again.


After weeks of trying to talk to support I'm already tired of the same ready answers and I would like to solve this soon.

Publicado el 8 de junio de 2022

Hi Joaovitorl,

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

I have reviewed your case and would like to apologise for this mishap, and immediately reassure you that we are trying to find out what the problem may be with this transaction.

Allow me to clarify that this has nothing to do with Betsafe or Betsson account per se, and please understand that there are differences between accounts, as for example the currency used, so the fact that a transaction might work on one so it goes that it should work on the other site is not correct.

Leaving this aside, I do wish to confirm also that the withdrawal was successfully processed from our part, and for some reason has bounced back. So from my side I wish to reassure you that I've got in touch with our providers to understand what the possible problem may be and as soon as I will get a reply, I should be able to explain and have this fixed.

Since this investigation with the providers might take some time, and to avoid holding you unnecessarily, I would like to invite you to withdraw your funds using a bank transfer to your bank account. In order to be able to process this, I kindly ask you to upload on the account a Bank statement and supply the following information:
Country/País: Brasil
Document Number (CPF)/Número do documento (CPF):
Document Type/Tipo de Documento: CPF
Full Name and surname/Nome do Titular da Conta:
Name/Nome:
Surname/Sobrenome:
Bank Name/Nome do banco:
Bank Branch/Agência bancária:
Bank Account Number/Número da conta do Banco:
Account Type/Tipo de Conta Bancaria:

As soon as the above is supplied and you request the withdrawal, I will ensure this is immediately processed from our side.

Thanking you in advance for your cooperation, I look forward to your reply.

Regards

Roger

Betsafe Customer Support Management

Publicado el 9 de junio de 2022

Hi

I'm sending the bank statement as requested, unfortunately it doesn't show my CPF, so I'm sending a certificate of ownership of the account as well.
I also already made the withdrawal request and sent the document also through the website.

Thank you

Publicado el 10 de junio de 2022

Hi Joaovitorl,

Thanks for this, and I wanted to also let you know that I got confirmation that the technical problem you had encountered with the previous withdrawal should have been fixed by the payment provider.

In fact, I can see you have already managed to log in and request a withdrawal yourself, which has been approved and processed from our side.

I am confident that not having been rejected at this point, it will successfully reach your bank account, however resat assured I will keep monitoring and in any case, should there be any difficulties, you can contact me and I will make sure it gets sorted no matter what.

Wishing you a pleasant weekend.

Regards

Roger

Betsafe Customer Support Management

AskGamblers
Publicado el 14 de junio de 2022

Dear @joaovitorl,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. 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.