HomeComplaintsBetGlobal Casino - Player unable to withdraw winnings due to deposit method restrictions.

BetGlobal Casino - Player unable to withdraw winnings due to deposit method restrictions.

Amount: €1,300

BetGlobal Casino
Safety Index:Below average
Submitted: 15 May 2024 | Case closed : 31 May 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

The player from Finland was unable to withdraw €1300 in winnings from their casino account due to a requirement that they first make a deposit using Luxon Pay, despite the method being prohibited in Finland. The player had previously completed KYC procedures and had successfully used an alternative withdrawal method before this requirement was imposed. We attempted to gather more information from the player but received no response. Consequently, the complaint was rejected due to lack of communication.

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5 months ago
Translation

I have made several deposits on the casino site. These transactions were done successfully using instant bank transfers. When I tried to make my first withdrawal, the only available option was direct bank transfer. However, after attempting this, I received an email notification indicating that there were technical issues and I would need to use a different withdrawal method. As a solution, I created a Luxon Pay account and used it to request a new withdrawal. A KYC procedure was conducted via email and my account was subsequently validated. Despite these challenges, my winnings were still transferred to my bank account. After making a new deposit with another instant bank transfer, I attempted to make another withdrawal. This time, I was informed that I must first make a deposit using Luxon Pay. This requirement was not previously mentioned! Now, I can't withdraw my money as I am unable to make a deposit through Luxon Pay. The only available method to transfer money to a Luxon Pay account in Finland is via credit card, and credit card transfers to Luxon Pay are prohibited in Finland. Currently, I have €1300 on my gaming account that I am unable to withdraw. What can I do in this situation?

Automatic translation:
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5 months ago

Hello elsamummo,

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

Could you please advise since when is your account fully verified? Do I understand it correctly that you have never used Luxon pay to deposit or withdraw from the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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5 months ago

Dear elsamummo,

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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5 months ago

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.

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