BetNFlix Casino - Player claims that payment has been denied.

 Hei tässä sanasta sanaan selitys minkä lähetin jo MGA:lle:

26th of May I made a deposit of 100€ and I claimed a 100% bonus (equal to 100€). I got really lucky and I won 2000 euros by sport betting different bets (see the enclosed PDF-file, APPENDIX 1). First challenges I encountered when I needed to verify my account to make my first withdrawal, I had to provide number of proofs including bank statement, driver licence, and 4 different documents to proof my address. I even had to take a picture of my face when holding my driver licence next to it. Eventually I was able to verify my account but I was not able to withdraw any of my funds.

Yesterday I received a mail which says: "We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of 1900€ has been removed from your account due to the following terms of our Terms and Conditions". For the full email see the enclosed file and APPENDIX 2.

I have not violated any of these terms and I feel this is a fraud. What can be done?

Dear h7wnh9krbd,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear h7wnh9krbd,

Have you received your withdrawal from the casino yet?

Hi, I haven't and the money has disappeared from my game account. I had €2000, but the balance of the game is now €100. They said in the email that the funds have been taken for good.

Thank you for your reply, h7wnh9krbd. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear h7wnh9krbd,

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.

Too bad, you could have told this right from the start.

I am interested in a list of websites that I could get help from.

Thank you for your understanding. I will send you the list of websites via email.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.