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BetFinal - Problems with betfinal.com

Ruling

Found for the Player - BetFinal appear to have voided this players win based on restrictions they put in place AFTER the player won. They are non-responsive.

Player's Complaint

Hi!

I play at betfinal.com and my account is fully verified. Few days ago they restricted registration from my country and close my account and don't pay me.

I'm waiting my money since 19 July. I sent all documents they need.

Please help me to get my money from betfinal.com because they don't answer me.

When I opened account my country was not restricted

They said nothing for many days, I contacted them by email SEVERAL TIMES, got zero answers.

I beg you help me get my money

Thank you

12 Responses

User icon
ThePOGG
August 2, 2017

Hi enum - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

User icon
ThePOGG
August 7, 2017

Hi enum,.

I've spoken with BetFinal regarding your issue. They've informed me that the issue does not relate to your country of residence but that you've not provided all the required security documentation. Currently required are:

- A screen shot of your Skrill account showing the transaction to BetFinal.

- A bank statement dated within the last 3 months.

- Proof of ownership of your Eco Card.

None of these documents should be edited in any way.

If you could confirm when you've submitted these documents to the operator I'll follow up with them.

Thanks,

ThePOGG

User icon
enum
August 11, 2017

Hi!

At first thank you for all you're doing.

I sent all documents to Betfinal 1 week ago and I have an answer from Betfinal from 6 August:

"Hello.

Thank you for documents.

Your payment should be processed shortly.

Have a great day."

But I still no have money at my Skrill account.

User icon
ThePOGG
August 14, 2017

Hi enum,

Thanks for confirming for us. I'll follow up with BetFinal and let you know when we receive a response.

Thanks,

ThePOGG

User icon
ThePOGG
August 16, 2017

Hi enum,

BetFinal have confirmed that your documents have been received, approved and that your payment has now been sent to you. Can you confirm receipt?

Thanks,

ThePOGG

User icon
enum
August 16, 2017

I still not received payment!!

thank you

User icon
enum
August 17, 2017

Hi! Thank you for answer.

I still not received money. Here is answer from 14 August:

"I’m sorry that you have not received your payment. To be able to help you as soon as possible our financial department requests a copy of your transaction list from the day you got the payment confirmed, showing that the transaction is missing. Our financial department will then verify this with the bank and process your missing as soon as possible."

I sent screenshot with transactions but still not received money.

They answered me 2 days ago:

"I am sorry you have not yet received your payment.

I have forwarded the case to our payment department, who will investigate futher."

User icon
enum
August 20, 2017

Hello!

My account at sportsbook Betfinal.com had been completely verified, and I ordered withdrawals of $150 (19th of July) and $300 (21st of July). The balance left on my account after those withdrawals was about $500-600. A few days later I found out, that my account was suspended, because my country was added to the list of restricted countries:

‘Access denied. Your country is Russia. Unfortunately we cannot service customers from your country of residence’.

And Betfinal has initiated the procedure of money payback, which took them a month (!). As the result I have received yesterday $127 from them to my Skrill account. I do not understand, what is it - this amount of money, I have ordered withdrawals of $150 and $300, plus the balance of my account was $500-600. So I had to receive $900-1000, but not $127!

Betfinal support keeps silence.

Please, also pay your kind attention to the fact, that for the date of my registration at Betfinal.com (June 2017), Russia was not in the list of restricted countries. That means, I had not broken any rules, and if they decided at once to exclude my country, they must pay back all my money.

Moreover, at the moment there is no Russia in the list of restricted countries in their Terms&Conditions:

’43. Betfinal does not accept customers residing in Australia, Bulgaria, Denmark, France, Spain, Israel, UK and United States’. http://help.betfinal.com/terms-and-conditions/

I kindly ask you to help in my situation, and force Betfinal to pay back all money from my account!

User icon
ThePOGG
August 20, 2017

Hi enum,

You've already told us all of this. As stated above BetFinal don't see your country of residence as an issue and have told us that they've processed your payment. If you haven't received your funds by the end of this coming week I'll contact them again for you.

Thanks,

ThePOGG

User icon
ThePOGG
August 28, 2017

Hi enum,

Have you received your funds from BetFinal?

Thanks,

ThePOGG

User icon
enum
August 28, 2017

Hello! I received only 127$ (10 days ago). That's all. For all my emails they only answer: "Hello [EDIT]. We have now refunded your deposits please. Have a great day." I ordered withdrawals of $150 (19th of July) and $300 (21st of July). The balance left on my account after those withdrawals was about $500-600 Where is this money Betfinal support keeps silence. Me: "Please don't ignore my question. I can not clearly understand what you mean: you believe you have paid me all already (only $127), or you are going to pay me back the rest of my balance (about $700-800)? Please, specify" Betfinal: "We have now refunded your deposits please. Have a great day." Me: "How much have you refunded EXACTLY?" Betfinal: "Hello [EDIT]. We have now refunded your deposits please. Have a great day." ... But in June I made deposit more than 450$ to Betfinal so 127$ (refund from Betfinal) less than 450$ too. Screenshotof my deposits to Betfinal hxxps://pp.userapi.com/c836534/v836534717/6447c/kOjpUdOqk1E.jpg

User icon
ThePOGG
September 25, 2017

Hi enum,

Unfortunately after repeatedly chasing BetFinal for a response we've been met with a wall of silence.

The overriding impression I have of this situation is that you appear to be correct - the operator has changed their restricted countries list after you won and is using this as justification not to pay your win.

Unfortunately as we cannot open a dialogue with the operator we are not able to further influence your situation. The best I can recommend you do is contact BetFinal's regulator in Curacao, but with the best will in the world it has to be acknowledged that Curacao eGaming take very little interest in player complaints.

Sorry we could not be of more help,

ThePOGG

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enum 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:

August 2, 2017

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