Betfair Casino - The player's verification is delayed.

They verified my account on the 11/3/22 by agent then asked me to send all documents in again ,they now say no time limit on how long it takes to varifie the account again , also told they would give 100 free spins because of the inconvenience when sorted

Hello Eboebo1964,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betfair Casino. Please allow me to ask you a few more question before we would move forward.

Which documents are already verified and which ones are requested from you by the casino? Did you use any new payment method since your first verification? Did you use any bonus in the casino?

Looking forward to your answer.

Regards,

Nick

The documents I sent in to them on the 11/3/22 was passport , council tax bill, Halifax card details ,all documents wear varified by a agents on Betfair website by Thomas , on the 14 /3/22 I was asked again to send in documents again which I did and on the 17/3/22 I asked again if they had been varified and was told no time limits on this , yes they did give me free spins when I first started playing with Betfair I think they way I have been treated by Betfair customer service is bad and not happy at all

Dear Eboebo1964,

Based on what you described, we can count that you sent all the documents they requested on 17th. I would definitely give it a little more time as the first verification may take up to 7-14 days usually. Be sure to wait at least until next week. If nothing would happen, we will try to intervene.

Regards,

Nick

Thanks for your help and I will wait for them to sort this out.

Thanks again for your help

Glad to help Eboebo1964. Be sure to let us know if the money would arrive or not within the recommended time frame.

Dear Eboebo1964,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Hi it was not about money it was about them not varifeing the account when I sent in the documents, they have now closed the account as I was not happy with the time frame in doing this

Hello Eboebo1964,

What is the reason of the account closure, did the casino tell it?

Because I was not happy with the time frame of varying the account ,so they just closed it down

Hello Eboebo1964,

Could you please advise if you still have any real money balance on your account or if the verification moved forward? What is your intention with the casino exactly from now on?

Hello Eboebo1964,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days

Hi Nick,

I do not have any money on the account , and they did not move the verification any further forward even though they had all the documents I sent them , they have treated me with unter disregard and I am not happy that they have closed the account down due to me not being happy with how long it was taking to validate my account.

Many thanks

Ian

Thank you Eboebo1964 for the update. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Eboebo1964,

I have reviewed your case and will try to contact the casino to see if I can help.

We would like to invite Betfair Casino to join the conversation and to aid in the resolution of this complaint.

Hello Eboebo1964,

It appears the only way to contact the casino is via their live chat service or social media channels. Could I ask you please if you have submitted a complaint to them using any of these methods?

Yes I did but no response at all and that was over 3 weeks ago

Dear Eboebo1964,

I have not been able to find any other channel of communication with the casino, and if we cannot contact them there is not much that we can achieve.

I recommend you to go to Betfair's complaints portal and follow the process there. This is the website: https://support.betfair.com/app/home?launchMessenger=1&msgCategory=unauth-dispute

Please be aware there will be a chat window that opens in the bottom right-hand corner of the page and it can sometimes take a couple of minutes to show up.

Keep us updated here on any progress.

Kind regards,

Adam

Dear Eboebo1964,

Have you managed to make contact with the casino? Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

I have and all they said account closed

Dear Eboebo1964,

As we have not been able to make contact with the casino, we have no option but to close this complaint as 'unresolved'. I’m afraid there is not much that can be done without cooperation from their side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know how the IBAS responded (adam.m@casino.guru).

I wish I could have been of more help.

Kind regards,

Adam