Betfred Casino - Player is asking for a deposit refund.

Hi I opened an account and I have deposit totally £4,612 in a month with a total of £1,900 withdrawals leaving a minus deposit of £2,712.

Suddendly an error appered "212 contact suppport" and when I spoke with customer service they said that a self exclusion was applied.

I told them if they not wish to be a customer any more, at least to refund me my deposits because it is against fair treatment regulations to let me lose and not be able to play to win back.

I asked only my deposits back it is unfair to cut me off like this while I was losing.

Is it something you can help me please?

Dear Jankulofski,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if you had any active balance when the casino blocked you?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, yes indeed I had £100 left into my account when the error appeared "212 contact support", when I spoke with customer service (14 emails) they told me that it was due to a self exclusion. I requested the reason and details but they only sent me an email that my deposits were £5,684 and my withdrawals £1900 the difference was £3,784. I told them that if that was the case, they need to refund me my deposits minus the withdrawals so the amount is £3,784. Later I received an email that they do not think that is possible to refund me my deposits. I explained them that according to the Gambling Commission if you declare and register with correct details when they identify a self exclusion they must return the deposits minus any withdrawals. I also told them that I spoke with casino guru and I am 100% that I will get my money back. They said not to contact you and make a formal complaint Level 3 which I did but I informed them that there is no way not to speak with you as I know you will resolve this. The case is that as a high stake player I always verify myself before playing to avoid delays or non payments after withdrawals, the verified me twice, they checked the limits and left it "no limits" let me deposit many times, make many withdrawals and when I got a bonus game at £4 stake which was very volatile out of sudden I was disconnected, not able to connect back due to "212 error" and told me simply, sorry you do not have access to your account due to self exclusion. The let us deposit, take the money from the bank within seconds, verify us, and when there is a possibility to win a lot, or to try win in the future money you played or even more, the solution is 212 error, sorry you cannot connect, bye. It is not about the money, it is about fair play, fair treatment, customer value , customer service and most of all ethical culture. I did not asked for money that I could win from bonus while it was disconnected, no future winnings or crazy amounts of money, only my deposits and if they do not want me as a customer there is absolutely no problem at all. Thank you so much for your help and support to all players, I am following you a lot of time you have done a great job. It is unfair 1 player against a huge company but "nothing can hide under the light of sun". Keep supporting people you protect people, you protect families. My regards and respect.

PS: I have sent via email all the screenshots and some of the emails admitting self exclusion and the amounts, and also the "error" out of nowhere. 🙂

Sorry if you can correct the title after the information I have received from Betfred casino the amount is £3,784

I was very close to get the refund when they admitted the amounts and it is obvious from the calculation extracting the withdrawals but someone decide not to proceed.

The correct is:

Betfred Casino - Player is asking for a deposit refund.

Amount: £3,784

Thank you

Hi, this is an update regarding my complaint, Mr Chris stated that

(1) it is my responsibility to notify them of any changes such as residential address.

When I registered, I believed that they were notified as I used my real name and DOB but also my address email and phone number, I do not think that while registering with my details does not notify them, it is a joke.

(2) The operator will consider my history and circumstances in order to refund the deposits.

Can someone tell me how to interpret this? It is clear something they add which is obviously something in a grey zone which does not help, what does it means history and circumstances.

This the last 2 paragraphs of their reply.

They try to tell me that I found a way around to register while I used my real details, verified twice, made a lot of deposits and withdrawals?

I will leave it on you to resolve this matter as you can clearly see that they are avoiding answering to their accountability and using generalities.

Thank you

"Responsible gambling is a shared responsibility between the customer and the operator. The operator’s responsibility is to ensure that customers who enter into a self-exclusion agreement are no longer able to transact. The customer’s responsibility is to ensure that the operator is notified of any changes to their registration details such as their residential address. (1) The above table clearly demonstrates that you have failed to notify Betfred of any changes in your registration details.

Terms and Conditions - 3:2 Do we automatically return deposits and winnings if we discover that you have managed to find a way around your agreement to self-exclude? We will consider your history and circumstances (2) but are not obliged to reimburse your deposits or your winnings as this may encourage you to continue gambling. Our general position is that we do not return deposits or winnings in these circumstances.

I can only conclude that Betfred have operated in accordance with our licence obligations, and as such, I must regrettably inform you that we will not be considering a refund of any kind. Your Betfred complaint reference number is PF-12211, you will need to provide this number if you choose to escalate the matter further."

Kind regards

Chris

Safer Gambling Supervisor    

Email:  SaferGambling@betfred.com

Thank you for your reply, Jankulofski. Do I understand correctly that you have never requested self-exclusion from this specific casino?

I had one for 6 months 2-3 years ago but for this specific case they blocked my account without me requesting it, out of sudden, and it is totally unfair to keep my deposits if they decided without me permission to proceed

I received a message again and they confirmed that a self exclusion has been set on my account without my request and also admitted that I was verified twice, made 39 deposits and 4 withdrawls with balance at -£3784 and should speak with a manager regarding a refund. A culture of acting as I want without care of customer or fair treatment at its best.

Thank you very much, Jankulofski, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Jankulofski,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Betfred Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Betfred Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

What steps should the player take to unblock the account and withdraw his remaining balance? In the details provided by the player, a payment of approximately £100 should have been paid out - are we talking about the remaining balance amount? Was this transaction completely processed?

Why has his account been excluded, how, when, and for how long?

If it suits you better, feel free to use my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Jankulofski,

Thank you for your email and additional details.

I received the following information from the casino:

"We have investigated this internally and can see that the complaint has been already been dealt with in full and the customer has been advised of the outcome."

As you confirmed your remaining balance was successfully refunded and that you did not ask the casino for self-exclusion, allow me to please ask you a few more questions.

Did you receive any further response from the casino? If yes, what was it about?

Did you self-exclude via any other (external) company? If yes, which one, when, and for how long?

Are you aware there is a rule that allows online casinos to close a player's account at any time without giving a reason? We are talking about an industry-standard rule, and if the casino paid your remaining balance out, we accept the casino's decision.

Please, what should be the reason for returning all your lost deposits? Can you please confirm that other funds/deposits (apart from the paid balance) were simply lost by playing in the casino?

Looking forward to hearing from you.

Hi, I did not receive any further response from them, I have never self exclude myself neither directly nor indirectly. I was playing for a month made a lot of deposits and a few withdrawals and one day out of a sudden my account was locked. It not fair and not honest to block your account without any reason, not being able to win your money back, bad customer service, bad culture. They cannot just close an account without a reaaon when you are losing. It is not a coinsidence that all the problems with specific casinos are happening when you win or withdraw money NEVER when you deposit.

If they chose to close my account then they should refund me my deposits. It is simple, they cannot dictate with our balances.

Thank you

Dear Jankulofski,

Thank you for your point of view, and I am sorry for the delay. However, let's please summarize all the gathered information:

• You allegedly never asked for self-exclusion, but you refer to rules applying to self-excluded players
• You used the casino's services, enjoyed games, and played there with your real money
• You made deposits and withdrawals to/from the casino without problems in the past
• The difference between deposits and withdrawals was simply gambled away, and no casino would return your funds lost by playing games; unfortunately, it does not work like that
• Your balance at the time of account closure was 100 GBP which was successfully paid out (confirmed by email)
• Even if you requested a self-exclusion, it would mean that you likely circumvented the casino's restrictions and altered some of your personal data to register and play in the casino - a breach of the casino's rules
• The casino has no obligations to you

Since you claim that you never requested a self-exclusion, and the remaining balance from your account was successfully credited to your payment method, unfortunately, we cannot see anything that we could further help you with, Jankulofski.

Once again, I would like to point out the fact that casinos have the right to close a player's account at any time and without giving a reason. It is an industry-standard rule that is common in most online casinos, and we accept such a decision if players' remaining balances are fully paid out, which was done in this case.

On the other side, the only justified reason would be the fact that you asked the casino for self-exclusion. However, you refused to confirm it several times, so if the casino decided to close your account, or you were excluded for another reason by the casino itself, there is no other justified reason for a refund of your lost deposits.

I sincerely believe that my explanation clarified things sufficiently. Is the explanation above enough for you, please? Is there anything else I could help you with, or can I consider this issue closed?

If I overlooked something, feel free to correct me. But, there is really nothing more we could do to help here.

Dear Jankulofski,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru