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Bet McLean - Withdrawal issue

Ruling

Found for the Player - BetMclean have offered no useful response to our repeated efforts to discuss this issue with them. As such there's nothing we can do to help.

Player's Complaint

I am a fully verified at betmclean but I've had problems with a withdrawal. Betmclean asked me to provide a screenshot of one of my bank cards and although I've fully verified myself with my first registered debit card eg.shown a screenshot of it I was asked to provide a screenshot of my a separate debit card (which I found was a lil odd as I've already been verified and had withdrawals completed with no problem through my previous card I made my first deposit with) never the less I agreed and when I went to get the card I couldn't find it I drastically looked everywhere at home but couldn't find it. I explained the situation to betmclean who told me the security team would get in touch with me. I notified them about the situation and they are now requesting a bank statement showing the transaction (deposits) made by my debit card ending 3204. I contacted my bank they said they will only issue me a mini statement if I have my card with me if I come to the bank! I of course don't have it as its lost and I'm waiting for a replacement. The whole situation really has stressed me out. I do not need the hassle and I need access to them funds asap. betmclean really should have realised that verifying myself with my documents and 1st registered card screenshot at the beginning of opening my account should be sufficient and having to provide a screenshot for each card is not exactly appropriate. I've not had this issue with any other casino. Me not having internet banking with my bank isn't exactly helping and having to wait for a new card to come in post just to get a mini statement to email betmclean is not acceptable. I should have had the withdrawal go through smoothly eg via bank transfer but betmclean did not allow this request as they first want to see my recent transactions before doing anything. I even have £600 or something along the lines of that sitting in the account balance separate to the £2300 withdrawal and they wont even allow me to have that without a bank statement bearing in mind I haven't even requested a withdrawal to the card ending 3204 I even asked for a withdrawal by bank transfer but again I have to show a statement. I'm not happy with the big delay

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31 Responses

ThePOGG
September 22, 2017

Hi Hasan007 - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help you with this issue.

All well licensed operators are required to verify not only the identity of an account holder but that they are indeed that they actually have control of the payment methods they've used. For a player to have deposited via a card that they cannot then produce images of when it comes to verification immediately puts you in the 'high risk' of identity theft and fraud bracket. I'm afraid to say that the only resolution to this situation is to get your replacement card and provide the statement requested. Fortunately most card providers will send out a replacement card within 5 business days, so this shouldn't take long.

Sorry we can't be of more help,

ThePOGG

Hasan007
September 23, 2017

I now have proof of the card transaction from my bank statement which proves im the owner of the lost card.and it shows the amounts debited from my bank

Hasan007
September 23, 2017

I have the bank statement showing the transactions so can 100% prove ownership of the bank account and debit card that was used.betmclean emailed me yesterday saying they have closed my betmclean account and the £390 will be refunded back on to the card.can they do this and if i show proof can i still get my winnings???

Hasan007
September 25, 2017

Please reply asap as even after ive shown evidence of ownership with my bank statement they stil are refusing to even give the winnings or the balance in my betmclean account.which is around £600

ThePOGG
September 25, 2017

Hi Hasan007,

Please forward all documentation you've submitted to BetMclean to [email protected] and we'll see if we can establish what the issue is.

Thanks,

ThePOGG

Hasan007
September 25, 2017

Okay i will do that

Hasan007
September 26, 2017

Do you need my username for the betmclean account that they closed

Hasan007
September 27, 2017

Any update please reply as im waiting anxiously

ThePOGG
September 27, 2017

Hi Hasan007,

Having reviewed what you sent through to Bet McLean I'm not surprised that you've experienced problems. Bet Mclean requested that you send them a bank statement (i.e. printed) showing the transaction. Instead you've sent them a screen capture of your online banking (very few operators will accept this type of screen capture), it doesn't show any of your account details (name, address etc) so could belong to anyone and has an odd red colour to the whole image.

To comply with the request you need to provide Bet Mclean with what they actually asked for. That means getting your lost card reissued, going into your local branch and using the card to get a print out of your statement for the relevant period showing the transaction and taking a photo or scan of that document to submit. In fact, you shouldn't need the card to be reissued to do this - the bank should accept government issued photo ID to allow you to access the details of your account.

Once you've done that let me know and I'll speak to the operator.

ThePOGG

Hasan007
September 27, 2017

Thank you for your reply betmclean actually mentioned a online banking statement if i had one thats why i showed them that.i have received my replacement card today and their security dept keeps telling me that they have nothing further to discuss and that my account is closed.i know my rights and i have a fee!ing that betmclean seen it as easier to return my small deposit so thwy dont nees to pay out the large amount of winning i withdrew and saying my account is closed really has stressed me out as i keep getting the same reply from them and that is the account is closed and they wont go into further discussion with me.its ridiculous i want to go the police if they can help me but im not sure if they would look in to the casinos wrongdoing! Shall i forward a copy of my new card letter stating that it is a replacement card because betmclean convieniently are ignoring me now that i have solid proof of ownership of the lost bank card.

ThePOGG
September 28, 2017

Hi Hasan007,

Even if BetMclean have requested an online bank statement what you sent over would not meet this requirement as if fails to show any details proving ownership and looks very suspect due to the distorted nature of the image.

Get the statement from the bank that they've asked for and submit it. If they still refuse to discuss the issue after that let me know and I'll contact them.

ThePOGG

Hasan007
September 29, 2017

I have emailed them but they have ignored me yet again its like they dont want to pay my winnings and leave the account closed.can you ask them why they are ignoring my emails providing proof

Hasan007
September 29, 2017

I have sent them and also proof of my new debit card alomg with the letter

Hasan007
September 29, 2017

Can you contact them i can give you their contact number if you like,and i have everything they requested i just didnt know it needed to have my address on the online banking statement as they only mentioned a copy of my online banking statement so i assumes it was just to see the transactions in question.i even have recently received my replacement card (the last 4 digits have been changed) other then that the card number is idententical and i dont know why betmclean want to still ignore me can they do this and is their a timeframe to get all the dispute sorted are they just biding their time on purpose i wonder?

Thanks anyway for your ongoing assistance

ThePOGG
September 29, 2017

Hi Hasan007,

We won't intervene until such time as you've provided everything they've asked for. You need to get the new card, go to your local brand, get the relevant statements printed and submit them to the operator.

When you email the requested statement to Bet Mclean CC in [email protected] so we can confirm when the operator has received this document.

Thanks,

ThePOGG

Hasan007
September 30, 2017

Its been done

Hasan007
September 30, 2017

I have got a printed bank statement from my local bank who issued it to me and i have sent this by email to betmclean and i have also CC in yourselves

Hasan007
October 2, 2017

Have you contacted them mate?

Hasan007
October 4, 2017

Please reply

ThePOGG
October 4, 2017

Hi Hasan007,

We have contacted the operator who have given an initial response that they will not discuss complaints with us. We're currently trying to establish a dialogue and if we're successful I will let you know.

Thanks,

ThePOGG

Hasan007
October 4, 2017

Thanks for your reply,and "establish a dialogue?" what do you mean by that?

ThePOGG
October 6, 2017

Hi Hasan007,

It means I'm working on convincing them they should talk to us.

Thanks,

ThePOGG

Hasan007
October 6, 2017

Oh okay and thanks for keeping me posted

Hasan007
October 11, 2017

Any luck?

Hasan007
October 11, 2017

I will leave it to an adjudicator because betmclean are not responsive to me either. Thanks for trying

ThePOGG
October 13, 2017

Hi Hasan007,

Unfortunately we've had no success getting any further response from BetMclean.

All I can suggest you do at this stage is contact their UKGC appointed ADR IBAS.

Sorry we could not be of more help,

ThePOGG

Hasan007
October 13, 2017

Yeah ive already done that a while back it just takes a while to get a decision.do you think betmclean can legetimately keep the confiscated funds.it seems very unfair of them seeing as though i have all the proof they need to release payment

ThePOGG
October 16, 2017

Hi Hasan007,

Without having seen the evidence they've gathered to support non-payment I could not comment on the legitimacy of the decision not to pay. As stated previously I do have concerns about some of the documents you submitted previously and would have to review their team's findings before I could comment further.

Sorry,

ThePOGG

Hasan007
October 16, 2017

So they have responded to you?

ThePOGG
October 16, 2017

Hi Hasan007,

No they have offered no further response to us. My comments are based on the documentation that YOU shared with us.

ThePOGG

Hasan007
October 17, 2017

Okay il wait for ibas to complete the case. Thanks anyway

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September 22, 2017

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