Betfred Casino - The player's account got blocked.

I opened this account which they allowed. I the deposited which was fine. they then blocked me! they are saying as I'm excluded with them I've breached their terms and they are keeping my deposits despite it not being used!

Hello mdowner8888,

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

Could you please advise if you remember being self excluded in this specific casino or it's group? When exactly did they close your account? What payment method did you use? Did they give you any information regarding the refund?

Looking forward to your answer.

Regards,

Nick

hi Nick, I don't remember being self excluded but agree I may well have been as was on gamstop. I can't recall the dates. I paid by debit card. I don't have a problem with them closing the account...they have advised even though the deposit is still in the account they will not be refunding and that's it!. they literally blocked the account minutes after it was opened and are keeping the money. Thanks

any update?

Hello mdowner8888,

Did they specifically say that they won't refund your deposit? What was the exact amount of it and what was your balance at the time of account closure?

they just said as I'm self excluded the account is closed and they will not refund. its only 30. balance was 30.

any movement on This ?

any update?

Hello mdowner8888,

I will forward your complaint to my colleague Branislav who will be assisting you from now on and will try to get in touch with the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello, mdowner8888,

I am sorry to hear about your unpleasant experience. 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 from your point of view? What needs to be done on the player's side so he could withdraw his funds from the blocked account? Will the casino refund him the unused balance?

Thank you in advance for providing the information.

thanks. Surely if they don't refund the balance that puts a new prospective of duplicate/ gamestop accounts being opended and the money kept! can you also advise them i will not accept the money back as a gesture of goodwill. if they state GOGW I would like them to keep it and I'll take it further.

Dear mdowner8888,

I was provided with the information from the casino representative that you should contact the casino's Customer Support on your own, from your email registered with the casino. The casino likely cannot share the data with us due to its strict internal policy.

Are you able to contact the casino's CS? Then, could you please send me all conversations with the casino and the details provided by the casino?

It is possible to share the necessary data directly here, with your answer, or by sending it to my email (branislav.b@casino.guru). If there is also any other previous communication with them, please share it with me.

I'm happy for you to share . they don't reply to me .

You claimed that "they just said as I'm self excluded the account is closed and they will not refund."

I would like to see this information in a complete conversation.

I am looking forward to receiving all the data.

OK I'll forward the email now.

Thank you for your emails, mdowner8888. As I see, it led nowhere.

Dear Betfred Casino Team,

Please, see my post from June 20th, 2022, at 15:05, and provide us with answers.

We are looking forward to hearing from you.

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’.

OK so unresolved means they just get away with it?

No, it means the casino's rating would be influenced/decreased.

Oh OK thanks

Any update?

Unfortunately, not yet. If there is any news, I ensure you that I will let you know about it.

OK thanks

Any news on this ? It's theft basically.

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’.

OK if its in their rules that if your on gamstop and you deposit they will close the account and keep the funds played or not thats fine. I doubt that will stand up in court but if they can confirm that's their rules I'll just take their confirmation and see what a court says. Thanks

No, nothing yet. However, I was asked to provide the casino with some more time to collect the necessary information and discuss it internally. Therefore, I am extending the timer until the end of this week (Friday). I should be contacted by the casino representative in the following days. Once I have any news, I will share it here.

Thank you for your patience and understanding.

OK. Odd they have told me they are keeping the deposits and that's their final response yet are asking you for more time? Thanks for your help.

Hi I understand today is the last day for their response have you had anything yet? Thanks

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’.

OK was the deadline not today?

Hello, mdowner8888,

I am sorry for my delayed reply. Yes, the original timer was set to an earlier date. However, the timer was automatically extended because I was out of the office for a few days.

Unfortunately, I have not received more details compared to the previously provided information, and the casino cannot share any details with 3rd party.

Did you already file a complaint directly with the regulator, please?

Hi . No i have not filed with the regulator its only 30 and from past experience they do nothing anyway! Also I'm not sure what this would come under? I can only think of common theft I have deposited not used and they are keeping.

Dear mdowner8888,

I have not been provided with any additional information regarding your issue and the casino cannot share any data due to a strict internal policy.

Since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority.

If there is any progress with your issue or you need help, please let me know about it at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

There are no winnings I have deposited not played they have closed the account and kept the money! Surely that's theft. IBAS will not do anything as its not the result of a bet they have simply stolen the money.