The player from Italy had their account suspended after requesting a €2,500 withdrawal from Batfair and sending the requested documents for validation. It had been ten days with no response from the casino, and the account, which had approximately €1,000 in it, remained blocked. The complainant later informed us that the account had been reactivated and the issue had been solved. Consequently, the complaint was marked as resolved.
Betfair Casino IT - Player’s winnings have been delayed and account blocked.
Amount: €2,500
Betfair Casino IT
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, on 06/04/24 I played a slot at Battair, and after a few hours, I decided to withdraw 2500 euros through PayPal. Immediately after, my account was suspended. I received an email from the casino requesting a series of documents to validate my account, which I sent. However, it has been about ten days now, and whenever I try to ask for clarification, no one responds. In the meantime, my account, which still had approximately 1000 euros in the game account, remains blocked. Could you please look into this? Thank you.
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2 months ago
Dear Ladyhawke7,
Thank you very much for submitting your complaint.
I’m sorry to hear about the issues you’ve encountered with Batfair Casino. To assist you further, could you please provide more details regarding the following:
- Can you specify the documents requested by the casino to validate your account?
- Were these documents submitted promptly after the request?
- When you attempt to contact the casino for clarification, how are you reaching out (email, live chat, etc.)?
- Have you received any automated responses or acknowledgments?
Additionally, if you have any copies of the email correspondence or screenshots of your account status, including the suspension and communication with the casino, please consider forwarding them to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Translation
Good morning, thanks for the quick response. I communicated via email to send the following documents: identity card source and back, PayPal account screenshot, proof of address with registry certificate and utility bill. The PayPal screenshot initially didn't go well because they wanted it from the PC, so I redid it correctly and sent it on 06/10/24. I also communicated via chat to ask for explanations for such long waiting times, but they told me to contact the usual address by email italiandocumenti@betfair.com , from this address however I only receive the automatic response, but still no explanation.
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2 months ago
Thank you very much, Ladyhawke7, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
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Thank you very much, let's hope it gets resolved soon...
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2 months ago
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Good morning, I wanted to let you know that the account was finally reactivated a few minutes ago, everything resolved, thank you very much for the support.
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2 months ago
Great news! Thank you, Ladyhawke7, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
