The player from the UK, who had previously been a member of Gamstop, registered with Betfred and deposited a total of £386. However, their account was blocked without explanation. Upon contacting support, the player was told it was a business decision. The player is seeking a reason for the account closure and a refund. We rejected the complaint because the player didn't respond to our messages and questions.
Betfred Casino - Player's account unexpectedly closed.
Amount: £386
Betfred Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Hi, I registered with betred around 3 weeks ago in this time iv deposited a total amount of £386.17 taking part in various promotions etc some that are still in play but I have been blocked from my account with no warning and after contacting support I was told this was a buisness decision no reason was given when asked support came of quite rude and unhelpful but my issue is after reading the t&c's I haven't broken any terms or anything I don't understand how or why they have allowed me to deposit so much and then suddenly deny me the chance to recoup any losses or carry on playing.
I was a member of gamstop untill recently this has been fully withdrawn now and I had to go thru a process and a 24 hr cool of period before betfred let me access the account so if this is the reason behind the buisness decision I feel like they should never of accepted me in the first place iv made a full complaint and asked for a refund but no reply as of yet.
Can I do anything about this?
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10 months ago
Dear Nico861111,
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 advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Till when was your Gamstop registration active, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Dear Nico861111,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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