Betfred Casino - Player’s account has been closed and funds withheld.

Last month I opened a betfred account, I deposited and withdrew a few times. I then deposited and whilst playing, my account was frozen. I contacted betfred, who informed me I was still under self exclusion when I opened the account, I checked with gamstop, and sure enough, I still had 3 weeks of the 5 years remaining (I thought it had expired).

Betfred informed me to contact them when my self exclusion period was expired, for access to the account and remaining balance.

My self exclusion is now over, I contacted betfred via telephone, the lady explained that someone would contact me to recommence my account, and she had put a note on there, explaining I could withdraw. I was not contacted further.

I sent an email to betfred, asking how to close my account and have my deposit returned. I received an email back stating they had now closed my account, and would be retaining my funds, and stated they would not provide an explanation as to why.

I cannot access the account, but I know the balance is around £175. I had deposited £100 and had won a little.

Are betfred allowed to keep my deposit?

Dear ashleycbrooks86,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Betfred Casino and understand your concern. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP https://www.gamstop.co.uk/contact-us. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

If there are any further developments regarding your case in the future, please don't hesitate to contact me at veronika.l@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Best regards

Veronika

Dear ashleycbrooks86,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.