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BetHard - account blocking and no give my money

Ruling

Resolved - This player has become non-responsive to our requests for updates. As such we assume they have managed to resolved their issue without our intervention.

Read our Bethard Review.

Player's Complaint

I'm [EDIT ]. I've been betting on bethard for a long time. My account was closed on October 23, 2019. I was asked for bank account information. So I sent them the documents they wanted. they sent me an email after a day and they said: You were in our live chat yesterday and asked if your account is already verified. Unfortunately we need more confirmations. The reason for this is that, for example, you paid € 2,000 in the last 30 days. We value our customers and always want to assure that they play with their funds and do not get problems due to gambling. You have uploaded a document that has proven you have received 435 €. I'm sorry, but this document is not enough. We need more. Can you please upload other confirmations?

this is already ridiculous beacuse they accepted the deposit. then they wanted to call me. I said okay. but I changed my phone number. I entered my new number on the page(bethard.com) so. instead of calling me they want proof that I'm the number. I was using a prepaid number and I asked how should I prove it. unfortunately no documents they want so i got a new number and i proved.

Bethard mailed me this morning: Thet will not give my Money (1450 euro )

I want to specify:

address,passport,bank account,phone number all confirmed.

last week depoait from me :

1-)900 euro paysafecard

2-)50 euro paysafecard

3-)550 bank transfer

They told me so You can contact MGA.

i need your help. I want just My money back

Read the casino review

11 Responses

User icon
ThePOGG
November 4, 2019

Hi esavk - welcome to ThePOGG.com!

What you describe is a standard anti-fraud procedure. Given that you have made significant deposits the operator are subject to a legal obligation to confirm that you are in the legal owner of said funds before they make any transfers to you. Based on your submission it would appear that you have provided inadequate evidence that the deposited money was yours.

You've then informed them that the account information that you provided was inaccurate (i.e. you had not kept this up-to-date) which is in violation of term 5.2 of the Bethard terms of use and updated it with a phone number that cannot be verified to belong to you.

In short, Bethard have reasonable grounds under these conditions to have concerns that the person named on this account may not be the person operating the account.

Before we can do anything to help you, you need to go back to the operator and provide sufficient evidence to demonstrate that you are the lawful owner of the funds that were put into play.

Once you have done this let us know.

Thanks,

ThePOGG

User icon
esavk
November 4, 2019

I sent documents to [email protected]

User icon
ThePOGG
November 5, 2019

Hi esavk,

Thanks for your email. However these screen shots do not demonstrate where the money has come from, which is what the operator is trying to establish.

You need to provide Bethard with documents showing a paper trail for the money's source. I would assume that this is your salary, but sale of other assets or other source of funds is possible.

Once you have provided Bethard with this information let us know.

Thanks,

ThePOGG

User icon
esavk
November 5, 2019

i wrote them. i had some cash . i bought paysafe with cash from tobacco shop. (900 euro) two days later, i loaded 50 euro the same way(50 euro). how can I prove it? Take a picture with 1000 euro :) i can do it:) you can ask them to verify it.

555 euro came to my bank account, I've depoaites 550 euros on him again ( bank transfer).you can see in the pictutes..

you can tell what you want

User icon
esavk
November 7, 2019

I write because there is no answer yesterday.

except the money I saved I get money from my husband. Let me show you how much he wins? if the money was not mine, how can i deposit und withdraw money my bank account.? and they say the high amount of 2000 euros For (30 days) I didn't deposit 2000 euros every month. There was no problem I've betted for months. tell us what you need And i can do it

User icon
ThePOGG
November 7, 2019

Hi esavk,

As stated previously, you need to demonstrate how you came into possession of these - i.e. your source of income.

ThePOGG

User icon
esavk
November 7, 2019

I sent documents to [email protected] Again check please

User icon
ThePOGG
November 8, 2019

Hi esavk,

It is not us that are verifying you. Documentation needs to be provide to the operator. I will say however that a payslip of this nature - that contains nothing that is verifiable - is very unlikely to be sufficient by itself. You will need to show account statements showing the financial transactions.

Thanks,

ThePOGG

User icon
ThePOGG
December 10, 2019

Hi esavk,

Have you submitted your documents to Bethard?

Thanks,

ThePOGG

User icon
ThePOGG
December 17, 2019

Hi esavk,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 29, 2019

Hi esavk,

If we have not heard from you by Friday the 10th of January I'll assume that you've managed to resolve this issue on your own and close this complaint.

Thanks,

ThePOGG

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Agreement

esavk 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:

  • BetHard
  • Curacao eGaming
  • Bethard Group Limited

November 4, 2019

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