Betfair Casino IT - Player struggles with deposit issue.

Hello, basically on September 16th, I made a deposit of €150 on Betfair, it initially told me that the deposit had failed. I tried again and it said the operation was successful, but the usual green line didn't show up. In other words, the money isn't on the card nor in the account, but there is an email confirming the payment. I contacted them and was told there was a technical problem with the Italian regulator. They said they couldn't do anything and it would resolve itself. On September 17th, I logged in and still nothing, so I tried to make another deposit of €50, which went through successfully. I contacted them again and they said the problem was the deposit limit, and I needed to increase it. So, I did and waited until September 25th. In the meantime, out of curiosity, I contacted PayPal and they confirmed that the payment had gone through. Sept 25th came, and still, no funds. I contacted them again and they said the money was with PayPal because the deposit was reported as failed. I contacted PayPal again and they confirmed the same thing. I tried multiple times, they asked for a bank statement, I sent in photos but they said they needed the pdf. I tried to contact them via email and there's no response. What's surprising is how Betfair kept changing their explanations, first it was technical problems, then deposit limit and now claiming a failed deposit. Honestly, it's a little baffling especially considering it's only €150.

If needed, I can provide screenshots of the conversations, including those with PayPal, bank statements, etc.

Dear gaetanogravina725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Please, could you clarify if the payment provider Paypal confirmed the funds are with them?
• Did they not return the funds back to your wallet? Was it your first deposit in this casino?
• Please could you forward the payment receipt and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Thank you very much for the reply, no it wasn't the first, let's say I've done several and never had any problems until now, regarding PayPal they confirmed this several times on the screen below, they did various checks, if there is anything else I can say I contact them again

Hello, I wanted to inform you that I contacted them again and they said this this time, so we just have to wait

I fully understand your frustration, gaetanogravina725. It may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 13 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hi, I solved it, they credited it to me, thanks a lot anyway

Dear gaetanogravina725,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru