Betsafe Casino Complaints
Betsafe Casino Complaint Stats
8.8.2024 I sent in the last requested document and I have now awaited any news since then. There have been no updates from livechat or email support and they are telling me that they are unable to help until the relevant department have reviewed the documents. I cannot understand why this verification is taking so long.
The requested withdrawal I made of 2002,99 (30.7.2024) euros has now suddenly been cancelled without any action on my behalf so now I am getting worried that there is something else going on.
I have given Betsafe a lot of my time and patience but now I am hoping that this forum might help me solve this case, so we can all move on with our lives.
Resolved
Good morning,
I have been having problems verifying my account for 2 weeks.
My account was verified correctly and I could make deposits/withdrawals.
After winning a large sum, there was a problem with my bank account and then with account verification.
I contacted customer service and had to send documents several times, when they wrote that everything was fine, the next day I received a message that I needed to verify my account and the answer was, please be patient.
And many times I received a message that the account was verified and then we asked for verification.
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Hello,
I created account in betsafe in november and deposited there 1234€ over skrill, after winning 800€ betsafe requested verification on my account. I sent them my driver license photo, skrill account screenshot, gas bill, electricity bill, and 2 selfies with driver license in hand.
When I wanted to log into my account today I got error to like my password was wrong.
I've contacted live chat support what happened to my account because the password was for sure correct and I got told terrible information that my account is closed but they don't have any information with reason of that.
Betsafe just closed my account with balance of 2058€ (1234€ deposit) without any reason or even informing me about my account closure, support can't provide me the reason of account closure.
I did not violated any ToS in my mind, everything they asked from me for verification they got, I don't really understand this situation and it is a pure theft in broad daylight.
Resolved
Good afternoon,
I have been given two plays in the NBA for losses.
Place that Anthony Davis scored the first shot from the free throw line and on the other hand that Troy Brown Jr. was the first to score a triple in the game and it was fulfilled in both cases (attached captures). However, I get lost both tickets:
Davis play: ticket 73204704529623040
Play by Brown Jr.: ticket 73206946820265984
They change the name of the bet today and don't want to pay this bet, a few days ago I do a similar bet and they give that for win so I think they are wrong.
Please help me to find a solution.
Resolved
Hello.
First of all; I'm fully aware of that both the casino/ casinos provider for deposits and withdrawal, and the bank can have their fees. But now I have made deposits to Betsafe the whole month.
In the beginning of February, a deposit on 2000NOK was 2005NOK total, wich is completely normally.
I'm used to the casinos taking some valuta exhange fees, and the total amount if often various.
Sadly all my deposits on 15th-17th February was charged a lot more than just the exhange fees. Here a deposit on 4000 NOK got the total amount of 4377 NOK. The even worse is that there was NO verification at all on my deposits, and I was fully charge without the possible way to accept/decline the transaction, which is something that should be able when it's in different currencies.
When i asked the casino about this, they started with blaming my bank, which here is Revolut. The best part about revolut is that they are saying how much the seller is taken, and how much they are going to take in fees. Revolut even use dynamic valutas, so they are using the real exchange rate at the moment.
When I tried to tell this to the casino, they told me that they haven't taken anything at all, but gave me 442 NOK back. This is a lot under what I have been payed.. I'm missing 2332NOK from all of my deposits in a period of three days.
As told earlier. In the beginning of the month the total amount was around 1-50 NOK over what i actually depositing, which is totally fine, but when its nearly 10% on some of the deposits, its to much. Even when I have no possible ways to decline it, and tell them about this.
I even tried with Mastercard, where they are charging me even in NOK. This was even HIGHER than using Visa. So when they were charging in the same valuta, the total amount was on 8110 NOK, when I was trying to deposit 7500 NOK.
The worst part of this experience is that there is absolutely NO verification when i do have enough on my bank account. But when tried on an empty one, the verification was coming, and here i could see that they are charging a lot more in different currencies, before my bank have something to do about it.
I'm therefore requesting my differences back, which is now on 1890 NOK (since they have already paid 442NOK)
The attached files is showing that this is just being happening the last week this month, and the support is declining that they have something to do about this.. Sadly its neither me or my bank who have taken those money.
Resolved
Dear Askgamblers,
A little over three months ago, I placed a bet on the betsafe virtual platform from my cellphone and from that moment until today I cannot withdraw the money earned due to verification issues. I contacted the betsafe support area multiple times, always finding the same answer, that my account is still under review of the corresponding area. I don't understand what happened because it was a bet made like any other and I don't understand why I need to wait more than three months for the problems be solved.
Every time that I try to withdraw my money from the platform I get the following message: "Withdrawal not avail, Currently you cannot withdraw, it is very likely that your account has not been verified. Upload the required documents and enjoy the game uninterrupted" And I sent the required documents more than three months ago. I can't find a valid reason to go through all these problems, so please I ask for your support and understanding of the case.
Regards
Unresolved
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.
Resolved
On their activity page you can clearly see that if it is a normal bet without winnings, it will show you the stake size and the “BET”.
On the other hand, if you won something from a normal round or a bonus buy it will show you the exact amount of winnings as well as the word “WIN”
Moreover, the Maximum bet size for the game (Chronicles of Olympus X Up) that I played is $21.
There is no $150 bet size on that game that’s why I thought it was a glitch or some kind of technical error.
I attached a screenshot of the bet sizes on the game I played as well as the activity page but I was given a false response from them. The support team insisted that I bought a $150 buy in bonus game and that I won $120.50, then where is it? Why is the $120.50 not visible on the activity page and was replaced by $10 of winnings. I told them that they could review and even replay the bonus game but all my efforts of telling the truth and also my time was just wasted not getting the right answers from a whole support team.
Moreover, last October 20, 2021. I was playing 5 Lions, got a bonus game and won $75 but again not added on my account. I was given a case number but until now I haven’t got any updates from them.
I hope all paying customers get what they deserved.
I’ve attached screenshot from Betsafe’s activity page and the stake sizes for Chronicles of Olympus X Up.
I also got a screenshot of the history page for 5 Lion which I haven’t got any response until now.
Thank you very much
Resolved
Hi, my name is Christopher < personal information removed> and I've played on Betsafe Casino like 1 or 2 days, I won some money and I decided to withdraw that money, I did this on april 02, the page said that I have to wait 5 days max. But there's no money and worst than that, there's no support from betsafe, I wrote like 7 emails and nothing, tried to contact chat online but the girl who attended me just stopped the conversation without give me a real solution. They just don't answer anything, I don't know what can I do, please help me.
Here you have the message from betsafe. (Sorry for my bad english)
Resolved
Now on May 09 i made a 500$ deposit, played a bit and went up to 2k and withdrawed 1k, a few days later i received this email ( see files attached ) saying bank information were wrong and to do the process again which is impossible since i have made successful withdraw in the past with the same exact bank details( i didnt have to re-enter the information they were already there) so i did what they asked and did another withdraw on may 13th and today i received the same message again saying bank account were wrong... im starting to think they are just trying to make me play that money again...
I think this is really sad since i really enjoy the casino and that they have LOTS of games compared to some others. And to me if i want to deposit money there i need to be confident that if i win i'll get that money back without any trouble
So maybe someone from Betsafe will be able to clarify this with me here, Thank you and have a good day
Resolved
Resolved
I was able to accumulate and request withdrawal for 1585. 1000 via muchbetter and 585 via bank transfer. Was told to take a time out for 24 hours and they would be processed in that time. I contacted support to get a status update and they then advised they wanted verification of deposit methods. The customer rep sent me an email but it was from Betsson, citing verification request for betsafe. I explained that my account was on timeout and I replied with attachments of proof of deposit methods. They requested bank statement for one account and pictures of credit cards. I sent back statement, pictures of my personal credit card, and advised that the other cards were all prepaid. They all had the same bin number registered for vanilla prepaid. I got an email some time later from Betsson advising me that my account was now verified. This was perplexing because Betsson never asked me nor did I ever inquire about verifying my account there again. So I contacted betsson asking them about the confirmation of verification and they tell me they had received my reply to the betsafe reps email and accordingly verified my deposit methods.
My time out period expired sometime later and betsafe have still not processed my withdrawals, citing that the cards for which proof of ownership was not submitted needed verification. So I explain that they're prepaid and my withdrawals should be processed as the 24 hour period has lapsed. They still do not verify my account. I contact support over the course of next 24 hours inquiring about my account about 5 times, and they advise me each and everytime that the prepaid cards need to be verified and then conversation ends with them acknowledging they were prepaid and information will be forwarded. So I can clearly see theres no interest in honoring my withdrawals and I end up reversing my pending withdrawals.
I believe there was a concerted effort to recover the withdrawal and not verify my account. How did betsson receive my docs destined for betsafe and betsson then used these documents to verify my account. If the request came from betsafe via betsson and i got confirmation that account was verified then did betsafe improperly hold off on processing my withdrawals in the Hope's of recovering the money? Or did not take precautions to prevent my docs from being examined by a third party my consent? Or is betsafe skirting regulations in operating betsafe and betsson as one and the same. If the email requesting verification came from bettson but it was the same employee from betsafe, then this raises some real issues for me. Furthermore, they have no gave me a call back along with providing fictitious email addresses that bounced back.
I believe there no intention to verify my account while they willingly accepted my deposits. They have failed to verify me in the stipulated time period. I would like either be paid out the original amounts that were requested for withdrawal, or I would like to have my deposits returned as there a clear repudiation of their obligations in our agreement or understanding. Please see attachments for further proof.
Rejected
Hello AskGamblers Team
I did a withdrawal wire transfer transaction on Feb22 for $1606 CAD The transaction has been approved from their end before I submitted all the necessary documents and KYC process and I got emails confirmation for approving transaction too .
I supposed to receive the wire transfer within 3-5 business as they mentioned in the email the received .
Well i didn’t receive and i send them email asking for status of transaction and there excuse was a bank closed due to statutory holiday and advised that i should receive within extra 3 business days .
I wait another extra week and i didn’t receive anything so I send another email to let them know i didn’t receive it so they asked to send bank transactions showing there is no incoming wire transfer . I did send them and they told me that they need to investigate with provider and it takes 3-5 business days .
Betsafe keep fooling me by promising me that i’d receive money shortly .
Now they asked me for verfication i sent it 2 days ago still they didn't processed my withdrawal.
i want to get my money as soon as possible
Thank you
< Full name removed >
Resolved
I've been using on-line casinos for a while. I was encouraged by positives reviews of betsafe and decided to open an account with them. Made a few deposits and a few successful withdrawals around 5000 Euros each. My account has been verified.
Lately I've been very lucky on roulette and managed to request 2 withdrawals for 66000 Polish zloty (around 15000 Euro) & 180000 Polish zloty (around 42000 Euro). It happened on the same night, to be specific one was requested on 10/08/2019 at 01:27 AM & second one was requested on 10/08/2019 at 02:02 AM.
The casino is advertising that most of the withdrawals are processed within 24 hours. I understand due to the high amount this could take a little bit longer. I was chatting with their support and was informed there are some additional security checks and it could take 1-3 business days. I was patient but I was checking for an update daily and always was told that the relevant team is working on it and it will be processed as soon as possible.
On the 13/08/2019 I received a phone call from Tomasz - he said he is from the loyalty / VIP department at betsson. He was very polite and explained that from their end everything has been checked and the only thing we are waiting is the game provider to give a green light. He didn't give me much of details but said it all should be sorted by the end of the 14/08/2019.
Nothing has changed since, my 2 withdrawals are still pending and every time I contact their support I am being told the same story - the relevant team is working on it and they cannot tell me how long this might take.
I am feeling very frustrated and hopeless now and I feel I have no other choice than submitting a complaint here.
I advise you stay away from them if you play big, as you might experience some issues when trying to withdrawal your winnings.
I hope this can be sorted.
I appreciate your help.
Kind Regards,
S
Resolved
I have had an outstanding withdrawal from Betsafe since June 9, 2019. I have contacted customer support and have not been able to resolve the outstanding amount.
Date of request: 09/06/2019
Amount: 90.00 CAD
Payment via: BANKPAYOUT
Transaction ID: < content removed >
I see that others are required to submit a bank statement to prove that the funds were not received. As another user indicated, I also bank with CIBC and they have not been able to locate any transfer.
Resolved
With a bit of luck, I was able to win on some slot games and requested a withdrawal in the amount of $3245.55 to my bank account on June 9, 2019 at 18:01.
The 24 hour pending period ended on June 11, 2019 and I received an email from Betsafe asking to verify my identity. Within 3 hours, I had provided Copy if Passport, Bank Statement, CRA address confirmation, Bank Statement, Front and back of Credit Card. Betsafe confirmed at that time that verification was complete followed by an email an hour after stating that the withdrawal was sent to their Processor and would reach my bank account in 2-5 business days.
On June 23, 2019, I escalated the missing payment to Betsafe support and still have not received any information on what happened to this withdrawal.
I have played at many online casinos recommended by Askgamblers community members and, for the first time in a long time, am starting to feel nervous about this experience with such a highly reputable casino.
At 10 business days and counting, I felt it necessary to share this experience with the community and ask for assistance from Askgamblers to help make things right.
Thank you
Resolved
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12.1 Any Bonus is only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer/device and / or IP address.
20.1 If we suspect that you have breached these Rules, we may refuse to open, suspend or close Your Account. We may also withhold any money in Your Account (including the deposit) and set off any money or damages due to us against the money in Your Account.
I can confirm I am the only person who has lived at this address for the past 10 years with a Betsafe account. I do not hold an account with Betsafe under any other name, with my or any other bank account, email address or phone number. I am unable to prove this but I can categorically say that Betsafe cannot hold any information to the contrary as this would be impossible.
I sent the following to Betsafe:
Dear Madara,
Further to my email yesterday which I understand is now with the relevant team, I would ask that the following information also be forwarded on my behalf.
Firstly I would like to confirm that I (removed), email (removed) am the only individual residing at (removed) with a Betsafe account. The only other person living at this address is my mother (removed) who has personally assured me that she does not have or has ever had a Betsafe account, or any other bookmaker account for that matter.
I would like to point out that since I opened my Betsafe account, I have used the site on a few occasions, two of which resulted in a withdraw request. Both the withdraw on 24/07/2016 and the more recent withdraw on 12/12/2016 were successful, with no issues being raised. It is with this in mind that I indicate my good faith when completing the promotion on your site last week. The promotion was showing on site when I logged into my account, I was able to opt in to the promotion successfully, deposit and wager (unfortunately losing) and the £15 bonus was applied to my account 24 hours later. No issues appear to have been flagged until I was successful in completing the required wagering and attempted to withdraw my winnings.
Finally should a favorable response not be forthcoming with regard to allowing my withdraw, may I ask you to confirm that with regard to your internal dispute procedures all avenues have now been exhausted. In addition I request that all information pertaining to my account be forwarded to myself in accordance with current Data Protection protocol.
On a more personal note due to financial constraints I am not often able to indulge in online gaming. The excitement and elation that I felt on Saturday when completing wagering with a £974.00 balance was I believe akin to winning the lottery! I cannot express my feelings when I received your email on Monday "confiscating" my winnings. This has not been a pleasant experience and I sincerely hope that this matter can be concluded satisfactorily without the need for further action being taken.
They are still stating the reason for not paying is a breach of their terms 12.1, which is not the case.
I am hoping you may be able to intervene on my behalf, and avoid the more lengthy legal route.
Many thanks.
Resolved
The prize was 450 GBP and a "silver level gadget" of my choosing. (I chose an ipad).
Winning were meant to be paid out at 18:00 CET the following day, I waited and waited asking multiple times where the bonus and prize code were.
After around 3 days I was given the prize code but the bonus was no where to be seen.
I asked customer service multiple times what was happening with it and they told me it was coming and there was just a Hold up with this promotion I thought this was understandable because it was christmas and things may take longer with less staff etc etc.
But then again I decided to ask when I should see the bonus in my account and I was shocked to see they had changed their tune and tried to tell me that no bonuses were offered as prizes only gadgets. This was told to me via email. I knew for a fact that the prizes for placings included gadgets and bonus funds and even have pictures of what the prizes were.
Here I will upload the evidence. I very much enjoyed gambling with this casino and cant believe they would lose a customer who deposits thousands over a 450 pound bonus and also throw their reputation down the toilet.
So I would like to speak with a Betsafe Rep and get what I am owed and I dont think that is much to ask at all.
Sorry for the clarity of the pictures they are clearly visible but they were taken on my cell phone. You can clearly see that 4th place prize is a silver gadget and 450gbp.
I have more photos of emails and such but I think this is enough for now.
Resolved
Resolved
Bonus offers are only available once per person, family, household, address, e-mail address, credit card number and / or IP address.
This decision has been taken in accordance with the following Terms and Conditions of our website:
12.7 We have the right to refuse any player the right to Bonus or to alter the Bonus (including cancellation), if we believe that:
the Bonus is being abused (our definition of abuse includes a player making use of promotional offers without ever risking their own funds);
technical issues have occurred in relation to the Bonus;
the Bonus is, for any reason, not able to be conducted as planned.
12.8 If there is any evidence of abuse or fraud, we will close Your Account and withhold any existing funds.
I asked them to be more specific because I haven’t broken any of these terms. I only have one Betsafe account and no one in my household or family has claimed the bonus.
Their definition of abuse ‘includes a player making use of promotional offers without ever risking their own funds’. With the amount of wagering and the size of my deposit how could this not be a risk of my funds?
I have read through the terms again and again and I’m certain I haven’t broken them. I’ve emailed Betsafe customer service asking them to be more specific about what term they are accusing me of breaking but they only refer me to the same paragraph from their terms.
Betsafe won’t confirm what term I have supposedly broken and won’t tell me how they came to that conclusion except for my ‘gaming activity’. I am all out of ideas and getting nowhere talking to Betsafe, any help or advice would be gratefully received.
Resolved