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Betfair - Inappropriate delay of payment

Ruling

Resolved - After some issues with verification Betfair have got this issue fixed, verified the player and have now paid the player in full.

Read our Betfair Casino Review.

Player's Complaint

I have a problem regarding the payout from betfair casino.

On Nov/7/2016 I have processed a deposit of 1200 € using skrill to betfair Casino. I was playing European Roulette and doubled up my account to slightly over 2400 €.

On a sidenote I did not used any bonus since I always refuse bonuses.

The day later Nov/8/2016 I liked to process a withdrawal and wasn't noticed by Betfair as what else to do. When I tried again to check my account I couldn't log in anymore and received an automated message which stated that my account is blocked.

I got in touch with the betfair customer service with the following e-mail:

Hello,

I'd like to ask why my account to betfair is closed? I was sending money before some days to my account to play. And now my account gets closed. Could you please tell me whats the problem ?

Thank you in advance.

Regards

The day later Nov/9/2016 an automated e-mail message from betfair was sent to my registered e-mail account (in my language) stating with a standard text message to send my personal documents regarding their kyc procedure.

I have used following text message on the same day as reply with all relevant documents attached simultaneously in my language and english to their e-mail addresses which they provided:

Dear Ladies and Gentlemen,

concerning the KYC procedure, attached i send you all relevant information i.e. scanned or photographed legal documents to proof my identity.

Since my account is currently blocked and i am not able to access any data, i am not able to send you a username except the email address which i logged on which is a************

For my last deposit, i have used my skrill account which uses another email address: m*************. Attached also you will find my birth certification, my bank statement from which i have transferred money to skrill and also my credit card statement. I am not sure if those data are needed since i did not used a credit card to deposit money. However since this is part of procedure, i will send it anyways.

Please let me know if you need further informations.

Regards

Two days later on Nov/11/2016 a message from betfair arrived to me (in my language, this is the translation):

Dear ladies and gentlemen,

thanks for your e-mail.

Unfortunately our ******** speaking customer service isnt available due to unexpected circumstances. We kindly ask you to refer to our english speaking support. You may reach our english customer service the following ways:

-By e-mail: S****************com or

-By live chat on our website.

We kindly ask you to write our english support in english language only. Thanks for your understanding and sorry for the circumstances.

Regards

[EDIT]

Customer Service

One day later on Nov/12/2016 I have sent again all documents in question with the same message from Nov/9/2016 to the provided support e-mail.

Another day passed and on Nov/13/2016 I received their answer to the documents provided:

Hi *********

Thanks for getting in touch.

We have received the documents sent in to us and have forwarded them to the appropriate department who will process them and get back to you just as soon as they have an update.

Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy?

Thanks,

[EDIT]

Betfair Customer Service

Since i heard nothing back then, i was writing to them again on Nov/16/2016 asking for a status:

Hello [EDIT],

now 3 days passed and i did not heard anything. I wonder why its taking so long since the casinos i play are doing this pretty much faster usually.

Could you please make sure that my data will be approved in appropriate time since all relevant information has been sent? Can you please provide an update on the status?

Thank you in advance.

Regards

On Nov/18/2016 i received (so far) the last message before i decided to ask for help on your website her on the pogg:

Hi **********

Thanks for getting in touch.

I can confirm that we have received your documents and that they have been forwarded to our verifications team. Unfortunately, I cannot give you a time frame of when this will be completed although I can reassure you that we are working as quick as possible to get to your case and that will be in touch with you when it's been done! Thank you for your patience and sorry for the long wait!

Let me know if there’s anything else I can help with. Or maybe our FAQs will come in handy?

Thanks,

[EDIT]

Betfair Customer Service

Now its friday and its almost complete 3 weeks this issue is unresolved. I think that 14 days at least is plenty of time to check a couple of documents or asking back a customer if there is something missed and this all raises questions to me about the behaviour of the casino in question.

Please can you help me out or let me know what can i do to resolve this issue in an appropriate way?

Thank you in advance.

[EDIT]

Read the casino review

4 Responses

User icon
ThePOGG
November 28, 2016

Hi alcatraz46 - welcome to ThePOGG.com!

I'll contact the operator and see what I can find out for you.

Thanks,

ThePOGG

User icon
ThePOGG
December 7, 2016

Hi alcatraz46,

Betfair have just notified me that their team should have been in contact with you today. The issue seems to relate to the proof of address provided not matching the address on the account. Can you confirm you've received this communication?

Thanks,

ThePOGG

User icon
alcatraz46
December 8, 2016

Hello,

i have received an email asking me to provide a photographed picture of a utility bill rather than a scanned one.

I have sent the information to thier account security e-mail address and the message:

***

Dear ladies and gents,

attached you will find my (photographed) landline phone bill as per your request.

Regards

***

I hope this is resolving the issue. There was no remark considering mismatching address data in any e-mails i received from betfair. At the time of my registration i was not required to provide any personal data except the usual account name or password.

Thank you in advance for your help.

User icon
alcatraz46
December 9, 2016

Hello ThePogg,

first to say thanks for your professional and kind help.

Betfair now has reopened my account and i was able to withdraw my money.

I think that this casino should work a bit on thier payment schedule as also the way handling customer feedback.

However case closed in a good way and thanks very much again.

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alcatraz46 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

November 28, 2016

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