Betfred Casino - Player’s winnings have been denied due to misunderstanding.

The specific issue I am facing is the withholding and retaining of withdrawals I have rightfully won. On the 14/05/24 I initiated a withdrawal of £,5000 £5000, £5000, £4188 and it was brought to my attention by a member of staff on the 15/05/24 at Betfred that my account has been frozen with funds retained until a ruling has been made in relation to the dispute due to an unauthorised activity claim (chargeback that did not go through) that was apparently made on my account. I was taken back and in shock as I did not recall this. After this live chat interaction I did check my PayPal and Unfortunately, I mistakenly opened an unauthorized transaction case with PayPal due to not recognizing the name "Petfre," as I assumed it would appear as "Betred." This case has now been canceled, but my withdrawals remain withheld.

Despite multiple attempts to resolve this with your customer support team, I have not received a satisfactory explanation or resolution which I feel as though is really unfair. 

Please be aware that you processed two previous withdrawals without issue. I currently have £19,188 in further withdrawals left pending. Additionally, it was an honest mistake to open the PayPal dispute, as evidenced by the fact that I continued to deposit more money and subsequently won additional funds.

this is the email I initially sent.My complaint was on stage 2 to which they replied to state that they would be closing account and all funds void.I requested for my complaint to be moved to stage 4 and still waiting for a response.

Dear Leelee761,

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. 

• Do I understand correctly that you canceled the chargebacks before the amounts were returned to your PayPal account?
• Have you informed the casino about this?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina

Yes, the chargebacks were declined by PayPal and found not unauthorised but I did not see the reply and was only made aware of the chargeback made in error via live chat with Betfred.

As soon as I realised I contacted PayPal to cancel the claim as although it hadn’t gone through the case was still pending.

I also made the casino aware of this and I will send all communication over to you now.

thank you

Hello Kristina

did you receive my email with the documents?

Thank you very much, Leelee761, 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.  

Thank you Kristina

Hello, Leelee761,

I am sorry to hear about your unpleasant experience. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Betfred Casino team,

Could you please provide us with your version of the story/events and possibly support it with relevant evidence? Can you check the player's account and situation around the deposit(s) in question in more detail? He allegedly cancelled the dispute (notification of an unauthorized transaction) and received a confirmation from PayPal about it, so it really seems like only a mistake. Can you confirm that the chargeback was unsuccessful?

If it suits you better, feel free to send the details or supporting evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

Based on the last updates from both parties involved, I am extending the timer again.

Hello Branislav

I was told by two live chat agents that I should not enquire about an update until the 8 weeks are up as they still have time to reply.I will send you over the screenshots. Thanks

Dear Leelee761,

Can you be more specific about the information from the casino live chat agents? How did they mean 8 weeks? 8 weeks from what exactly?

Did you send me those screenshots? I have not received any email from you with screenshots/attachments.

After reading your last post, I asked the casino representative outside the thread about an update again. However, since it is taking quite long, and we do not know how long it will take, there are 2 options for how we could proceed.

1. If you are patient, I can extend the timer for a longer period, and we can simply wait until the casino provides you with the results of the investigation and confirmation/reconsideration of its initial decision.
2. Since we basically do not know more but there is still an ongoing investigation on the casino's side, I can provide you with instructions on how to file a complaint with the casino's ADR(s)/regulator, and once you confirm it was submitted, the complaint will be temporarily closed as 'unresolved', pending the ADR's/regulator's final decision, which the casino would have to follow.

Which would suit you better?

Hello Branislav

yes I have now sent you over the screenshots.Apologies.

I believe they are referring to the 8 weeks given for stage 4 but I am not sure.

Please reset the timer.If nothing is resolved then I will go down the ADR route.

Thank you

Alright, Leelee761. Thank you for your email and screenshots.

Since the casino cannot provide me with any details anyway, and they will contact you directly regarding updates on the matter, I am setting the timer for you, until the end of July, waiting for your response. Once you have any news or updates, do not hesitate to inform me here.

If you do not reply until the timer expires, there will be an automatic reply added here in my name (generated by the system) stating that the complaint will be closed if you fail to reply within the extended timer - if it happens, please ignore it. I will not close the case without further discussion with you.

Thank you for your infinite patience and understanding. I sincerely hope that you will get clear information and updates from the casino soon.

Thanks Branislav.I will keep you updated

Hello Branislav

I have sent you an email.Please check this and let me know.

Thanks again

hello Branislav

they have said they do not accept citizens card as ID I do not have anything else.Please help.

I Did reply to them but they have not responded

Thank you

Hello, Leelee761,

Thank you for your emails and news.

Considering one of the provided screenshots, can you please provide me with the information on how much you deposited to the casino, how much you have already successfully withdrawn, and what is the remaining balance in your disputed casino account?

If the form you received from the casino does not include information about any breach or winnings confiscation, which you would accept by filling it out and by your signature, I cannot see a reason for not filling it out and sending it back to the casino.

As for the requested documents...

I strongly recommend you provide the casino with all the documents they requested. Also, a selfie with an ID is common in the industry and KYC/verification processes, so I cannot see a problem with providing it. In addition, if you choose to provide them with your birth certificate - the casino has to count on the damage or worse condition of the original one, so I would definitely provide the casino with the original one, as well as the requested selfie with it.

Please note if you take too long to provide the document (or a new one) or you have a problem with providing the requested, it may arouse suspicion on the casino's side about the identity used for account registration.

Were you able to provide all the requested documents to the casino? Can you provide us with an update on the matter?

Hello Branislav

yes I have not had a response from my last email. I only have a citizen card as I cannot seem to find my passport. I informed them of this and have not had anything back aside from they do not accept this.

what am I able to do?

i am not sure why it is taking this long to reply.

Dear Leelee761,

I am sorry for the delay.

What about your birth certificate? Have you already provided the casino with it and a selfie with the document?

Do I understand correctly you do not own a valid UK driving license and have a passport but cannot find it?

To be honest, it is starting to sound a bit suspicious.

However, since the main investigation should have been finished on the casino's side and it looks like the problem is your KYC/verification, I think we could now try to ask the casino for more details and an update. I am setting the timer for the casino representative again, to keep track of the processing time. I will contact them outside the thread.

Once I have any news or updates, I will inform you. Do not hesitate to share updates too.

Dear Betfred Casino Team,

Can you please provide us with the results of the investigation regarding the cancelled chargebacks and an update regarding the player's KYC?

What needs to be done on the user's side to complete the verification and/or withdraw disputed winnings?

Hello Branislav

no the last email I sent has not be responded to.I did have a provisional license and birth certificate, however they are lost.Which is why I asked if I could use my citizen card.They response to this was that they do not accept it as a form of identification.

I have now ordered a new birth certificate so this should be enough

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Leelee761,

Unfortunately, I have not received any update regarding the matter from casino representatives yet. I will ping them once again and wait for their response.

However, you was supposed to provide the casino with specific documents/photo(s) including an alternative identification document (you mentioned a birth certificate). Have you already provided the casino with all the requested? What is the status of your KYC/verification?

It seems like the casino is still waiting for all the requested documents. So I think we cannot move anywhere without you providing them.

Dear Leelee761,

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, 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. However, it will not be possible without the requested information/details.

Best regards,

Branislav, Casino.Guru